Symantec Protection Engine REST API service randomly stops

Products

• Protection Engine for NAS
• Protection Engine for Cloud Services

Issue/Introduction

The REST API service occasionally stops without any warning.  After starting the service again it may run for a few hours and then stop again.

Every time the service stops an entry similar to the following is written to the restapi_service.log file

Note: The previously mentioned log file can be found in the following path (default)

Windows:  "C:\Program Files\Symantec\Scan Engine\RestAPI\log"

Linux: "/opt/SYMCScan/RestAPI/log"

 

[1-5284-11:30:54] cntservice.cpp(396): ServiceHandler: Invalid Opcode 4
[1-5284-11:31:54] cntservice.cpp(396): ServiceHandler: Invalid Opcode 4
[1-5284-11:31:54] cntservice.cpp(396): ServiceHandler: Invalid Opcode 4
[1-0F08-11:32:32] restapi.cpp(459): New event:1722871952
[1-0F08-11:32:32] restapi.cpp(474): Java REST API failed.Retrying count 1
[1-0F08-11:32:34] restapi.cpp(459): New event:1722871954
[1-0F08-11:32:34] restapi.cpp(474): Java REST API failed.Retrying count 2
[1-0F08-11:32:35] restapi.cpp(459): New event:1722871955
[1-0F08-11:32:35] restapi.cpp(465): Threshold reached
[1-0F08-11:32:35] restapi.cpp(479): Retry exhausted taking down the Service
[1-5C88-11:32:35] crestapiservicethread.cpp(88): CRESTAPIServiceThread::StopService()
[1-5C88-11:32:35] crestapiservicethread.cpp(95): CRESTAPIServiceThread::TerminateService()

 

Environment

Protection Engine 9.x, Windows, Linux

Cause

The underlying Java platform was unstable, corrupted and/or partially upgraded.

Resolution

1. Stop the REST API service if it is currently running.
   
   

   Windows:   Stop via the Services panel or run the command:  net stop symcrestapiservice

   Linux:  /opt/SYMCScan/RestAPI/restapi.sh stop

2. Attempt to repair the currently installed version of Java.
   
   
3. If there are problems with repairing Java then completely uninstall/reinstall it, then start the REST API service again.