File reader fails to start due to Remediation requests with error "Error occurred while creating pending remediation requests for item"

Products

• Data Loss Prevention
• Data Loss Prevention Discover Suite
• Data Loss Prevention Core Package

Issue/Introduction

Discover Scan remediation requests left behind are processed before filereader can fully start.

 

 

Cause

The following error is logged within Filereader logs:

 

com.symantec.discover.protect.remediator.PendingRemediationRequestManagerMethod: loadAndProcessPendingRemediationRequestsLevel: WARNINGMessage:  Error occured while creating pending remediation requests for item: //network-share/my file.docx and walk:4894com.symantec.dlp.remediation.async.request.RemediationRequestException: There is no scanAssignment for given Record at com.symantec.discover.protect.remediator.PendingRemediationRequestManager.fetchScanAssignmentFromDerby(PendingRemediationRequestManager.java:466) at com.symantec.discover.protect.remediator.PendingRemediationRequestManager.loadAndProcessPendingRemediationRequests(PendingRemediationRequestManager.java:173) at com.vontu.discover.DiscoverInductor.loadAndProcessPendingRemediationRequests(DiscoverInductor.java:451) at com.vontu.discover.DiscoverInductor.start(DiscoverInductor.java:256) at com.vontu.messaging.induction.InductorPool.start(InductorPool.java:172) at com.vontu.messaging.FileReader.start(FileReader.java:481) at com.vontu.messaging.FileReaderSetup.initialize(FileReaderSetup.java:110) at com.vontu.messaging.FileReader.main(FileReader.java:323)

Resolution

Follow the below steps to resolve this:

1. From enforce, ensure all scans targeted to this impacted detection server are in stopped state
2. Stop symantecDLPDetectionServer service on that impacted server
3. On same server go to \ProgramData\Symantec\DataLossPrevention\DetectionServer\<dlp version>\scan\catalog (this is the default path but will vary depending on where DLP is installed)
4. Take a backup of RemediationResiliencyStorage folder (copy entire folder in a backup folder outside of where DLP is installed)
5. Delete RemediationResiliencyStorage folder from catalog
6. If filereader still does not start, Repeat step 2,3 and delete everything inside catalog folder & incremental_index folder (take a backup before you do this) and try restarting service.