Symantec Management Agent is crashing: Fatal error occured in module 'AeXNSAgent.exe'.

Products

• IT Management Suite

Issue/Introduction

Symantec Management Agent is crashing and the following error message is present on the agent logs:

Fatal error occured in module 'AeXNSAgent.exe (8.6.1119.0)' in 'AeXNSAgent.exe'.
Process ID: 11064
Thread ID: 2276
Context Record: 0000004B5E0FD740
Exception Record: 0000004B5E0FDC30
Exception Code: C00000FD
Flags: 00000000
Address: 00007FF7D47F27D8

RAX=000000000020C220 RBX=0000004B5E0FDEE0 RCX=000000000020C220 RDX=0000000000000007 RSI=0000004B5E0FE158
RDI=0000004B5E0FE140 RBP=0000004B5E0FDEB0 RSP=0000004B5E0FDE68 R8 =000000000020C212 R9 =000000000000002D
R10=0000004B5DEF1000 R11=0000004B5E003000 R12=00007FF7D48B1240 R13=000000000000012C R14=00007FF7D48E5C28
R15=0000000000000000 RIP=00007FF7D47F27D8 FLG=00010287
CS=0033 DS=002B SS=002B ES=002B FS=0053 GS=002B

Dump file: C:\ProgramData\Symantec\Symantec Agent\CrashDumps\AeXNSAgent_11064_2276_IEX92wrkpw08_2022-02-20_09-08-40.ez2
-----------------------------------------------------------------------------------------------------
Date: 2/20/2022 4:08:47 AM, Tick Count: 280945000 (3.06:02:25), Size: 1.02 KB
Process: AeXAgentUtil.exe (10340), Thread ID: 7648, Module: AeXAgentUtil.exe
Priority: 1, Source: CrashControl

 

 

 

Environment

ITMS 8.6

Cause

The root cause - is the large size of "PendingFileRenameOperations" registry entry, presumably it is larger than 512KB in size.

Resolution

The problem has been fixed in our ITMS 8.6 RU1 release.

In the meantime for those with earlier versions of ITMS (before 8.6 RU1), try the following:

1. Rebooting the client machine may fix the issue.

Looks like the system has not rebooted for a very long time or some software keeps populating this registry entry.

Also, analyze "PendingFileRenameOperations" content, there could be a problem with some other software as well.