SharePoint File Upload Error Due to Symantec Protection Engine Service Failure

Version: 1.0

Issue Summary

This has been a little tricky issue. Symantec Protection Engine (SPE) that is part of Symantec Protection for SharePoint Servers (SPSS) product has dependency on JAVA JRE component. A Java update caused the Symantec Protection Engine service on the SharePoint Server to fail. Service fails to start with Error 1053. That lead to file uploads in SharePoint to throw error.

Error Details

Symantec Protection Engine (SPE) component depends on Java JRE as you have to use the web browser to get to the Symantec Protection Engine Console. That web console is by default at this location on SharePoint Servers.

https://localhost:8004/

The issue started in this order:
a. A user was trying to upload a file to SharePoint and got the error
b. Symantec Protection Engine service on server was stopped and failed to start with Error 1053
c. Java update caused issue for the Symantec Protection Engine to fail

a. A user was trying to upload a file to SharePoint and got the error

The user received this error in browser.

Error Found
The installed virus scanner is currently unavailable. If the problem persists, contact your administrator.

SharePoint File Upload Error due to SharePoint Antivirus Failure

b. Symantec Protection Engine service on server was stopped and failed to start with Error 1053

Looking at the Symantec Protection Engine (SPE) service under Windows Service console on SharePoint showed the service as stopped. When I tried to start the service, I got following error:

Error:
Windows could not start the Symantec Protection Engine service on local Computer.
Error 1053: The service did not respond to the start or control request in a timely fashion.

SharePoint Server – Symantec Protection engine service stopped and failed to start with error 1053

Following errors were logged in Event View log.

Error 1
Log Name:      System
Source:        Service Control Manager
Date:          2/05/2015 2:17:10 PM
Event ID:      7000
Task Category: None
Level:         Error
Keywords:      Classic
User:          N/A
Computer:      SPAppServer01.svlab.com
Description:
The Symantec Protection Engine service failed to start due to the following error: 
The service did not respond to the start or control request in a timely fashion.
Event Xml:
<Event xmlns=”http://schemas.microsoft.com/win/2004/08/events/event”>
  <System>
    <Provider Name=”Service Control Manager” Guid=”{69908d1-a6d7-4795-8e1e-26931d2012f4}” EventSourceName=”Service Control Manager” />
    <EventID Qualifiers=”49152″>7000</EventID>
    <Version>0</Version>
    <Level>2</Level>
    <Task>0</Task>
    <Opcode>0</Opcode>
    <Keywords>0x8080000000000000</Keywords>
    <TimeCreated SystemTime=”2015-02-26T15:17:10.310766100Z” />
    <EventRecordID>187359</EventRecordID>
    <Correlation />
    <Execution ProcessID=”580″ ThreadID=”5204″ />
    <Channel>System</Channel>
    <Computer>SPAppServer01.svlab.com</Computer>
    <Security />
  </System>
  <EventData>
    <Data Name=”param1″>Symantec Protection Engine</Data>
    <Data Name=”param2″>%%1053</Data>
  </EventData>
</Event>

Error 2
Log Name:      Application
Source:        Application Error
Date:          2/05/2015 2:17:10 PM
Event ID:      1000
Task Category: (100)
Level:         Error
Keywords:      Classic
User:          N/A
Computer:      SPAppServer01.svlab.com
Description:
Faulting application name: symcscan.exe, version: 7.0.2.4, time stamp: 0x5167b609
Faulting module name: unknown, version: 0.0.0.0, time stamp: 0x00000000
Exception code: 0xc0000005
Fault offset: 0x00000000
Faulting process id: 0xf38
Faulting application start time: 0x01d051d7416d9dad
Faulting application path: C:Program Files (x86)SymantecScan Enginesymcscan.exe
Faulting module path: unknown
Report Id: 88260445-bdca-11e4-91bc-0050569300d1
Event Xml:
<Event xmlns=”http://schemas.microsoft.com/win/2004/08/events/event”>
  <System>
    <Provider Name=”Application Error” />
    <EventID Qualifiers=”0″>1000</EventID>
    <Level>2</Level>
    <Task>100</Task>
    <Keywords>0x80000000000000</Keywords>
    <TimeCreated SystemTime=”2015-02-26T15:17:10.000000000Z” />
    <EventRecordID>331301</EventRecordID>
    <Channel>Application</Channel>
    <Computer>SPAppServer01.svlab.com</Computer>
    <Security />
  </System>
  <EventData>
    <Data>symcscan.exe</Data>
    <Data>7.0.2.4</Data>
    <Data>5167b609</Data>
    <Data>unknown</Data>
    <Data>0.0.0.0</Data>
    <Data>00000000</Data>
    <Data>c0000005</Data>
    <Data>00000000</Data>
    <Data>f38</Data>
    <Data>01d051d7416d9dad</Data>
    <Data>C:Program Files (x86)SymantecScan Enginesymcscan.exe</Data>
    <Data>unknown</Data>
    <Data>88140445-bdca-11e4-91bc-0050569300d1</Data>
  </EventData>
</Event>

c. Java update caused issue for the Symantec Protection Engine to fail

It turned out to be that the last Java update that updated the Java JRE from some 7.x version to 8.x version caused the issue. After seeing the service failure error and reading Symantec KB articles, I removed and tried to redeploy Symantec Protection Engine component. I got the following error during SPE’s redeployment:

Error:
The Java Runtime Environment could not be found.
Please install the java runtime, 1.5 family, preferably build 13 or higher.

SharePoint File Upload Failure – Symantec Protection Engine re-installation error for Java JRE

Keep reading the next section for the resolution.

Resolution

I removed the Java JRE version, rebooted the server and then installed a version from 7.x series 7u60. After that I was able to re-install Symantec Protection Engine. The re-installation fixed the service issue as well.

Make sure you review the Symantec KB resources listed below. In my case just removing version 8.x java and putting back the 7.x would have fixed the issue without re-installation of Symantec Protection Engine.

Keywords:

• SharePoint File Upload error
• SharePoint File Upload error due to antivirus failure
• Symantec Protection engine service fails to start with error 1053