Unexpected Error Processing Message

Products

• Data Loss Prevention
• Data Loss Prevention Core Package
• Data Loss Prevention Enforce

Issue/Introduction

Detection Server receives the following error

"Unexpected Error Processing Message on "<server name>"

Environment

Data Loss Prevention 16.x

 

Cause

Lack of available memory for the Garbage Collection 

File: debug/FileReader0.log

Class: com.vontu.messaging.chain.MessageChain

Message:  Message chain #6 failed to process message - out of memory.

java.lang.OutOfMemoryError: GC overhead limit exceeded

- Does not meet the minimum server specifications
- Not enough physical memory on the server
- Server memory settings may need to be adjusted
- Server is virtualized and not using dedicated resources

Resolution

**WARNING** Before making changes to the Memory values. Please make sure the machine has enough physical memory to support the combined memory for the adjustments you are attempting to make. 

It is important to note what actually kicked the error you are seeing. This is what will determine what memory settings need to be modified. If the out of memory error is generated in the FileReader0.log for example, then we need to adjust the FileReader memory settings, not the Java Heap settings in the Service. However, if you see the error message kicked in one of the Service logs, then we need to adjust the memory settings in SymantecDLPDetectionServer.conf file. It is also important to note that the current versions of DLP are doing more in Native Memory as opposed to Java Heap memory. So in most cases we would not expect the SymantecDLPDetectionServer service to need more than 1gb of memory. Below are a couple of examples for modifying memory values. In this case the error message was in the FileReader0.log file, so it would be the FileReader that needs increased memory.

Updating FileReader memory settings:
Enforce Console > System > Servers and Detectors > Overview > Servers/Detector Detail - Advanced Settings


BoxMonitor.FileReaderMemory: -Xms4G -Xmx8G

 

Updating Java Heap Settings for <service>.conf files:
C:\Program Files\Symantec\DataLossPrevention\DetectionServer\Services\SymantecDLPDetectionServer.conf

/opt/Symantec/DataLossPrevention/DetectionServer/16.0.00000/Protect/config

# Initial Java Heap Size (in MB)
wrapper.java.initmemory = 512

# Maximum Java Heap Size (in MB)
wrapper.java.maxmemory = 1024