Unexpected error email notification triggered by Symantec Endpoint Protection Manager

Products

• Endpoint Protection

Issue/Introduction

You received an email notification from Symantec Endpoint Protection Manager (SEPM) about an unexpected error with no details. The content of the email looks as such:

Environment

SEPM 14.3+

Cause

There are various reasons of why SEPM can experience unexpected errors. One of them is caused by the broken content in DB.

This reason can be identified with the following logs appearing:

Scm-server.log:

2024-04-25 13:39:56.060 THREAD 17 SEVERE: in: com.sygate.scm.server.consolemanager.requesthandler.ConfigServerHandler
java.io.FileNotFoundException: Latest full not found: C:\Program Files (x86)\Symantec\Symantec Endpoint Protection Manager\Inetpub\content\{01C24C71-0A43-296F-5097-FFE2CD742E9E}\220309011\Full
at com.sygate.scm.server.liveupdate.delta.ContentDeltaManager.getPreExistingLatestFullPath(ContentDeltaManager.java:855)

With a corresponding ConfigServer.log:

2024-04-25 13:39:56.045 THREAD 17 SEVERE: Warning: contingentLatestFullPublisher>> Broken content link detected: {01C24C71-0A43-296F-5097-FFE2CD742E9E} Revision: 220309011 Reference Type: ObjReference ID: F3C8285F4BE5AF155F5755166A8ED69BContent: {01C24C71-0A43-296F-5097-FFE2CD742E9E} Seq#: 220309011 FULL: true{TargetId: F3C8285F4BE5AF155F5755166A8ED69B} IFD: false IRD: true{TargetId: E3F61CBD4478EFD90F01AC81973A0EE0, Target: 220308011}
2024-04-25 13:39:56.045 THREAD 17 SEVERE: Latest Full folder file unavailable C:\Program Files (x86)\Symantec\Symantec Endpoint Protection Manager\Inetpub\content\{01C24C71-0A43-296F-5097-FFE2CD742E9E}\220309011\Full
2024-04-25 13:39:56.045 THREAD 17 SEVERE: Error: File not found: java.io.FileNotFoundException: Latest full not found: C:\Program Files (x86)\Symantec\Symantec Endpoint Protection Manager\Inetpub\content\{01C24C71-0A43-296F-5097-FFE2CD742E9E}\220309011\Full
java.io.FileNotFoundException: Latest full not found: C:\Program Files (x86)\Symantec\Symantec Endpoint Protection Manager\Inetpub\content\{01C24C71-0A43-296F-5097-FFE2CD742E9E}\220309011\Full
at com.sygate.scm.server.liveupdate.delta.ContentDeltaManager.getPreExistingLatestFullPath(ContentDeltaManager.java:855)

Additionally, you can see that dbvalidator-0.log shows failed DB validation.

Resolution

Create a case with the technical support to ask for the Content Cleanup Tool.