After upgrading the Enforce server Symantec DLP Detection Server Controller Service is not starting

Products

• Data Loss Prevention Enterprise Suite
• Data Loss Prevention Enforce

Issue/Introduction

Symantec DLP Detection Server Controller Service is not starting. 

Logs shows:
INFO   | jvm 1    | 2021/07/29 08:49:39 | WrapperSimpleApp Error: Encountered an error running main:
INFO   | jvm 1    | 2021/07/29 08:49:39 | WrapperSimpleApp Error: org.springframework.beans.factory.UnsatisfiedDependencyException: Error creating bean with name 'monitorController' defined in URL [jar:file:/E:/ProgramFiles/SymantecDLP_15.8/EnforceServer/15.8.00000/Protect/lib/jar/monitorcontroller.jar!/com/vontu/monitor/controller/MonitorController.class]: Unsatisfied dependency expressed through constructor parameter 5; nested exception is org.springframework.beans.factory.UnsatisfiedDependencyException: Error creating bean with name 'subsystemControllerManager' defined in URL [jar:file:/E:/ProgramFiles/SymantecDLP_15.8/EnforceServer/15.8.00000/Protect/lib/jar/monitorcontroller.jar!/com/vontu/monitor/controller/SubsystemControllerManager.class]: Unsatisfied dependency expressed through constructor parameter 0; nested exception is org.springframework.beans.factory.BeanCreationException: Error creating bean with name 'incrementalIndexDistributionSubsystem': FactoryBean threw exception on object creation; nested exception is com.vontu.itemcatalog.api.ItemCatalogException: An unexpected error occurred while trying to connect to the Derby database. DerbyDatabase [MONITOR_CONTROLLER\INCREMENTAL_INFO, 937774036]. Unable to create table to track servers requiring incremental index changes
[....]

Environment

 

Component: Data Loss Prevention Enforce

Cause

Lack of privileges for installation folder - e.g., path above is "E:/ProgramFiles/SymantecDLP_15.8/EnforceServer/<version>/Protect/".

Resolution

Adding the service account with full control on the installation folder.

Note - the Incremental_Info directory is where incremental scan indices are stored. Those files are in a different location.

For Enforce Server, if the error refers to the MONITOR_CONTROLLER directory, it will be in this location by default:

C:\ProgramData\Symantec\DataLossPrevention\EnforceServer\<DLP-version>\scan\incremental_index\MONITOR_CONTROLLER\INCREMENTAL_INFO\

Additional Information

If this same error occurs on a Detection Server, the errors will likely refer to the MONITOR directory. In which case, confirm permissions in this location:

C:\ProgramData\Symantec\DataLossPrevention\DetectionServer\<DLP-version>\scan\incremental_index\MONITOR\INCREMENTAL_INFO