The SYMCScan service has stopped and can not be restarted.

Products

• Protection Engine for NAS
• Protection Engine for Cloud Services

Issue/Introduction

Your Symantec Protection Engine (SPE) service has stopped and can not be restarted.  A review of the SymantecProtectionEngineAbortLog.txt shows the following:

400 CSAPI failed to initialize.
0 Symantec Protection Engine is shutting down; logs may contain more information.

When CSAPI logs are enabled the following is noted:

• Windows:
  

  ERROR, SGS]	CLocalStargateScanner::Initialize(), Stargate digest directory unset. Digest directory: C:\Program Files\Symantec\Scan Engine\definitions\Stargate\digest [csapi_cstargatescanner.cpp:263(CLocalStargateScanner::Initialize)]
  

• Linux
  

  ERROR, SGS]	CLocalStargateScanner::Initialize(), Stargate digest directory unset. Digest directory: /opt/SYMCScan/bin/definitions/Stargate/digest [csapi_cstargatescanner.cpp:263(Initialize)]

Environment

SPE 9.x 

Cause

The /opt/SYMCScan/bin/definitions/Stargate/digest or C:\Program Files\Symantec\Scan Engine\definitions\Stargate\digest directory is missing.

Resolution

Re-bootstrap stargate by performing the following steps

1. Stop the SPE service:
   • Windows
     

     net stop SYMCScan

   • Linux:
     

     sudo /etc/init.d/symcscan stop

2. Create a copy of the existing Stargate folder:
   • Windows:
     

     cp C:\Program Files\Symantec\Scan Engine\definitions\Stargate\ C:\Program Files\Symantec\Scan Engine\definitions\Stargate-backup

   • Linux
     

     mv /opt/SYMCScan/bin/definitions/Stargate/ /opt/SYMCScan/bin/definitions/Stargate-backup

3. Create new Stargate Home directory:
   • Windows:
     

     mkdir C:\Program Files\Symantec\Scan Engine\definitions\Stargate\

   • Linux:
     

     mkdir /opt/SYMCScan/bin/definitions/Stargate

4. Copy the contents of the master directory from Stargate-backup to the newly created Stargate directory:
   • Windows:
     

     copy C:\Program Files\Symantec\Scan Engine\definitions\Stargate-backup\master C:\Program Files\Symantec\Scan Engine\definitions\Stargate\

   • Linux
     

     cp -r /opt/SYMCScan/bin/definitions/Stargate-backup/master/*  /opt/SYMCScan/bin/definitions/Stargate

5. Restart the SPE service:
   • Windows:
     

     net start SYMCScan

   • Linux:
     

     sudo /etc/init.d/symcscan resetart

Additional Information

If the above steps do not resolve the issue for a SPE on Windows then re-run the SPE installer and choose the "Repair" option.