OCR server shows code 4802

Products

• Data Loss Prevention
• Data Loss Prevention Sensitive Image Recognition

Issue/Introduction

Server overview is showing that the OCR server had an internal error. The error code is 4802.

 

Related log file errors:

File: logs for OCR/ocrserver.log

Host: <Server_name>
Source: https-jsse-nio-8555-exec-44
Level: ERROR
Class: com.symantec.dlp.ocr.server.rest.ImageResource
Message: Caught an unexpected error. Throwing internal server error. Failed to perform OCR using native OCR client: OutOfProcessService is not running. Cannot send ocr request

File: logs from the Detection server/debug/FileReader0.log

Class: com.vontu.messaging.chain.ocr.OcrExecutionTask
Method: call
Level: WARNING
Message:  Failed to perform OCR for item 'image002.png'
com.symantec.dlp.ocr.client.exception.OcrServiceInternalErrorException: OcrRequestId: [86896c01-9dbb-4780-b90e-11982f99938a] Request failed. Status code: 500 . Please check server logs for more detail.

Cause

Error 4802 is a catch all for any internal error.

Some causes include:

The OCR.properties appears to be misconfigured for the number of system with 8 cores.

Resolution

Check the number of CPU cores on the OCR server.
If there are 8 CPUs then you would do the following:

Update the <install_dir>/Protect/config/OCR.properties file values in the file with the following:

server.tomcat.max-threads = 9

num.ocr.workers = 8

Save and then restart the services.
Monitor the results.

See OCR Server settings in this page; Using the OCR Server Sizing Estimator

Additional Information

Possible cause for error code 4800:

Load balancing DLP16.0+ OCR servers