IDM Indexes fail with the error: "Error: Cannot read that path. Please confirm that it exists and check file permissions".

Products

• Data Loss Prevention Enterprise Suite

Issue/Introduction

You configured many IDM indexes and they ran without any issue for a while. But then, you started to notice that all indexes are failing with the  error: 'Error: Cannot read that path. Please confirm that it exists and check file permissions (Creating Index Version XX)'. You tried to access the share from the Enforce server (You logged in with the same user that you configured on the IDM profile) and you could connect (read/write/delete) without any issue. For testing purpose, you created again a new IDM profile and it also failed with the same error.

Environment

Release : 15.8, 16.0

Cause

All indexes are failing with the  error 'Error: Cannot read that path. Please confirm that it exists and check file permissions (Creating Index Version XX)

Command Standard Error: 'net' is not recognized as an internal or external command,
operable program or batch file.

"Could not identify error condition: 'net' is not recognized as an internal or external command,"
File: Enforce\logs\manager_operational_0.log
Date: 04-07-2023 02:06:19 PM
Level: SEVERE
Source: DISCOVER.111
Message: Could not identify error condition: 'net' is not recognized as an internal or external command,
operable program or batch file.

Resolution

During our investigation we have noted that the path variable is missing some elements as below

1. With the help of the Procmon (Porcess Monitor) process. Filtered with the Specific Java process path variable.

2. Validated the Environment Variable from the Server Machine

3. The environment variable is missing three parameters i.e. not able to run the Net use system command due to these missing path variables 

%SYSTEMROOT%\System32
%SYSTEMROOT%
%SYSTEMROOT%\System32\Wbem

4. Added these 3 above parameters and saved it

Note: Restarted the Symantec DLP Manager service as that will pick up the environment variable during the start of the service. (It will take couple of mins normally but depends on the environment.

5. Hit the DLP URL to validate the behavior i.e rerun the indexed documents

6. You should see index job run successful i.e. example index job was successful in this case

Additional Information

IDM Indexing might fail with the below basic error similar to the one above:

File: Enforce\logs\manager_operational_0.log
Date: 2/8/2024 11:34:50 AM
Level: SEVERE
Source: DISCOVER.111
Message: Could not identify error condition: status:-1073741790

If you check the environment variable and the above three variables are present, the next thing to check is to verify on the remote Shared folder with the file to be indexed that the folder is shared with full access to the account used to do the indexing: