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Forum FAQ: Symantec solution available for "Network Path Not Found" and other errors. RRS feed

  • General discussion

  • Summary

     

    When a Windows Server is running older versions of Symantec Endpoint Protection 11 or Symantec Antivirus 10.2, they may experience performance issues for network shares, or intermittent loss of connectivity to SMB shares.

     

    Symptom

     

    [The symptoms are varied, but many can be traced to lost connectivity issues to servers running this software.   Here is what we’ve learned about the problem by examining case notes from Microsoft support: 

    ·        Symantec Endpoint Protection versions prior to 11.0.4202 (MR4-MP2).  Older versions of Symantec Symantec Antivirus (prior to 10.2) can also cause this problem.  The problem occurs when you have the Autoprotect feature enabled in the applications.

    ·        The problem can affect 32-bit and 64-bit versions of Windows Server 2003, 2008 and 2008 R2.

    ·        The problem is intermittent, can affect client connectivity within hours to up to a week after installing the applications.  Usually a server reboot will restore connectivity for a short period before the problem happens again.  You generally are able to ping and RDP to the server when the issue occurs, but shares are inaccessible using either \\IPADDRESS or \\ServerName\Share operations.

    ·        The problem results from a deadlock in SRTSP.SYS or SRTSP64.SYS in a push lock operation, which then causes blocked kernel mode server threads handling SMB negotiation requests.  Network traces will show the server not responding to the SMB dialect packet.

    Here are the most common symptoms you may experience that may help you diagnose this issue.  Note that if you have this software installed, the easiest troubleshooting step to determine if this is the cause of connectivity issues is to simply remove the software and reboot the server. 

    ·        Error message: “The network path was not found” or “The specified network name is no longer available” when attempting to open shares, map a drive, run DCDIAG to the to the affected server, use netdom to reset secure channel

    ·        Error message: “RPC Server is unavailable” when trying to connect via Active Directory Users and Computers

    ·        Error message: “RPC Server is too busy to process the request” when attempting to join the Windows server domain

    ·        Error message: “No network provider accepted the given network path” or “File or network path no longer exists” when copying a file over the network to affected servers

    ·        Printing issues (cannot update printer IP address via DNS)

    ·        AD replication failures

    ·        Cluster service fails to start, or inability to access existing File Share resources even if they are online according to the Cluster Administrator snap-in

    ·        Event log Event ID 4226 and or 2022 may occur frequently (up to every 20 to 30 seconds)

     

    Resolution

     

    If you are running older versions of Symantec Endpoint Protection 11 and Symantec Antivirus 10.2 you should get the solution from Symantec. Symantec confirms that this is a known issue and there are updates to resolve the problem.   For more information, please see the Symantec Knowledge Base article about this issue . For information about Symantec support for Endpoint Protection 11, visit the Symantec Support site.

     (http://www.symantec.com/business/support/index.jsp)

    Please note: If you are unable to upgrade promptly or remove the software, Symantec urges you to contact their technical support to determine if there are any workarounds available to you.

     

    More Information

     

    Windows Server Division has published a blog to describe this issue. For more information, please refer to the following blog:

    http://blogs.technet.com/windowsserver/archive/2009/12/11/symantec-solution-available-for-network-path-not-found-and-other-errors.aspx

     

    Applies to

     

    Monday, February 22, 2010 6:00 AM