Liveupdate Crashing intermittently with Response code: 0x16040000

Products

• Endpoint Protection

Issue/Introduction

 Symantec Endpoint Manager Live-update Intermittent crashing after upgrading to 14.3 RU8 version.

Environment

• Symantec Endpoint Protection Manager (SEPM)

Cause

This particular issue can happen on load balancing Symantec Endpoint Protection Manager's in the middle of the package import (or) DB table is locked for process state.

Lux.log

Win32_12.0.1001_English
10:44:37.162787  {2A75E5CB-0AB4-F6D4-00BE-15396E8F5C44} : SEPM Content Catalog : SEPM Content Catalog_12.1_SymAllLanguages
10:44:37.162787  {C5B1F4E2-0AB4-F6D4-00D3-77DFC6E95DE1} : SEPM Iron Revocation List v12.1 : SEPM Iron Revocation List v12.1_MicroDefsB.CurDefs_SymAllLanguages
10:44:37.162787  {F1B01FEA-0A43-296F-33E9-D988C2BD559F} : SESM AntiVirus Client Win64 : SESM AntiVirus Client Win64_14.3 RU4_English
10:44:37.162787 [Component List - END]
10:44:37.162787 [Session Initialization - START]
10:44:38.053408  Result code: 0x00010000
10:44:38.053408  Component Status Changes:
10:44:38.053408    None
10:44:38.053408 [Session Initialization - END]
10:44:38.053408 [Inventory Synchronization - BEGIN]
14:45:39.073951 ********************************************************************************
14:45:39.073951 Symantec LiveUpdate Cross-Platform Engine (LUX) 4.2.0.47
14:45:39.073951 Symantec LiveUpdate Customer Logger 4.2.0.47
14:45:39.073951 Session started at Sat 2023/12/23 14:45:39 (UTC +0300)
14:45:39.073951
14:45:39.073951 OS: Windows
14:45:39.073951 Version: 10.0.14393
14:45:39.073951 Architecture: x64
14:45:39.073951
14:45:39.073951 Product ID: {F76A3BBE-B30B-48AA-8BE6-835E818B3484}

SesmLu.log

01/17 13:05:06 [2a9c:1fa0] INFO(Low)   SesmLu <?xml version="1.0" encoding="UTF-8" standalone="no"?>
 
<Response ResponseCode="0"/>
 
0
 
01/17 13:05:06 [2a9c:1fa0] INFO(Med)   ProductUtil Response code: 0x0
01/17 13:05:06 [2a9c:1fa0] INFO(Med)   SesmLu Successfully notified sever of failure.

 

02/05 21:14:02 [2764:088c] INFO(Med)   SesmLu Retry to acquire content catalogue lock
02/05 21:14:02 [2764:088c] INFO(Low)   SesmLu <?xml version="1.0" encoding="UTF-8" standalone="no"?>

<Response ResponseCode="369360896"/>

0

02/05 21:14:02 [2764:088c] INFO(Med)   ProductUtil Response code: 0x16040000

The error code 0x16040000 means OBJECT_PROCESSSTATE_BUSY.

Resolution

In most cases, upgrading the SEPM to 14.3 RU6 or later will resolve the issue.  However, if the issue persists, the following additional actions can be taken.

1. Follow the steps in Article 219553 to disable Read Committed Snapshot in the SEPM database. 
2. Increase the LU interval from 4 to 6 hrs.

Note: There will be no functional impact in Live-update scheduled and in the next run the state gets reset to 0 in the DB causing successful LU inventory publishing on this Symantec Endpoint Protection Manager as well.

Additional Information

CRE-16813