How to process and resolve stuck NSE files in ITMS

Products

• IT Management Suite
• Client Management Suite

Issue/Introduction

When checking the EventQueue (default path: C:\ProgramData\Symantec\SMP\EventQueue\EvtQueue), you may notice several .NSE files that appear "stuck." While current files continue to process normally, these specific files remain in the queue with timestamps that are several days old.

Environment

ITMS 8.x

Cause

This issue is typically caused by intermittent network interruptions or SQL database transport-level failures. The following error is often observed in the SMP logs:

"A transport-level error has occurred when receiving results from the server. (provider: TCP Provider, error: 0 - The specified network name is no longer available.)"

Resolution

To resolve this and clear the backlog, restart the Client Message Dispatcher service via the Symantec Management Platform (SMP) console:

1. Navigate to Settings > All Settings.

2. Expand Notification Server > Internals and select Core Performance.

3. Under the Event Queue Status section, click Restart.