Error code 2715: "Cloud Service is not available because of an account issue" in the Symantec DLP cloud server

Products

• Data Loss Prevention
• Data Loss Prevention Cloud Detection Service for REST
• Data Loss Prevention Cloud Detection Service
• Data Loss Prevention Cloud Detection Service for ICAP
• Data Loss Prevention Cloud Package
• Data Loss Prevention Cloud Service for Email

Issue/Introduction

The cloud detection server shows as "Disconnected" in the Symantec Data Loss Prevention (DLP) Enforce Console.

Restarting services on the Enforce Server still shows the Cloud server as Disconnected.
The MonitorController0.log does not show any attempts to contact any of the detection servers after the service restart.

Error code 2715 is reported in "System > Servers and Detectors > Events":

Code: 2715
Summary: Cloud Service is not available because of an account issue
Detail: Error [FAIL_BINDING_ERROR] - Cloud Service is not available because of an account issue. Contact Symantec Support (https://support.symantec.com/en_US/contact-support.html).

Environment

Symantec DLP 15.X, 16.X
Windows 2016, 2019

Cause

The DLP service user on the Enforce Server is missing permissions because the Server Administrator locked down the server.

Resolution

Walk through the steps outlined in this article first: Error: "Cloud Service is not available because of an account issue" after adding new DLP cloud detector - status remains "Disconnected" (broadcom.com) 

On the Enforce Server:

1. Double check the DLP service user to confirm they have full permissions to the DLP directories.
   Please see the following KB for directories that must have full control permission for the DLP Service User:
   DLP Service will not start, no logs produced.
   
   
2. Restart the Symantec DLP services

To determine the DLP service user name:

1. Open services on the Enforce Server.
2. Scroll down to the Symantec DLP services (Symantec DLP Manager Service, Symantec DLP Incident Persister Services, etc)
3. The user listed in the "Log On As" column is the service user.

 

Additional Information

Please be sure to restart the detection server controller service first. Most of the erroneous issues would be resolved by doing so.

Error code 2715 will also be reported if the Enforce Server lost database connection. Check the MonitorController logs for any "Database connection is down" messages. Once the database connection is reestablished, restart the DLP Services on the Enforce Server.