Unable to update definitions until smc service restart or machine reboot

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Article ID: 225550

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Updated On:

Products

Endpoint Protection

Issue/Introduction

Client will stop updating and will not install the latest downloaded definitions.  The content is downloaded to the client and the client doesn't update to using the newer content until a restart or reboot of the machine.

Cause

There is a timing issue with multiple threads executing a similar task

1) MainTimer - CheckPattern ensures the latest good defs are being used. Runs periodically.
2) PostUpdate  - Callback from DefUtils to switch to newly available defs.

In this case, the MainTimer is checking for new defs but the new defs are not yet applied. When the PostUpdate handler executes, the defs are ready but the process isn't told to go to DefUtils to check for latest instead it reads the latest defs from the cached values.

Environment

Screenshot showing the definition corruption and failure to cleanup old defs and update the usage.dat file appropriately

Resolution

Symantec is aware of this issue and is investigating a product fix.  This document will be updated when the new version is released. To work around the problem restart the smc service or reboot the machine(s) as needed and it should update as expected.

Additional Information

ESCRT-7804

Attachments