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Error: "2716 Cloud detector disconnected" periodically in DLP Enforce

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Article ID: 165267

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Updated On:

Products

Data Loss Prevention Cloud Service for Email Data Loss Prevention Cloud Detection Service Data Loss Prevention Cloud Package Data Loss Prevention

Issue/Introduction

Data Loss Prevention (DLP) Cloud Detection servers periodically disconnect with an "Unknown" status.

You also see the following error in the DLP Enforce console:

2716 Cloud detector disconnected

Cause

The DLP Enforce to Cloud Service Gateway connection automatically cycles every 24 hours. This causes a detector to appear as "Disconnected," showing the 2716 event code in the DLP Enforce console. This is almost immediately followed by a 2712 "Connected" event.

The servers are designed to ensure that messages continue to process successfully even during periods when DLP Enforce loses connectivity to the Gateway. However, the DLP Enforce server's status may still appear as "Unknown," even if the cloud detector reconnects.

Environment

  • DLP 15.7 or later
  • Cloud Email or Detection Service installed
  • Enrollment Bundle zip uploaded

Resolution

If the DLP Cloud Detection server still shows an 'Unknown' status

Restart the DLP Enforce server's "SymantecDLPDetectionServerController" service to get back to a "Connected" status.

Note: This service was known informally as "MonitorController" in earlier versions of DLP.

If this issue occurs frequently

Increase the memory allocated to the MonitorController wrapper. See Monitor Controller performance issues after adding new Detection Servers

Note: You can do this even if there are no "out of memory" errors showing in the SymantecDLPDetectionServerController.log.

Additional Information

Update: If this recurs frequently, and simply recycling DetectionServerController re-establishes connectivity, there is a fix for this issue: in 15.7 MP1. See the 15.7 MP1 Release Notes (Issue ID 4266003)