Errors 7031 or 7034 appear in the System Event Log after installing Symantec AntiVirus 10.0

Article:TECH101336  |  Created: 2005-01-02  |  Updated: 2010-08-13  |  Article URL http://www.symantec.com/docs/TECH101336
Article Type
Technical Solution


Environment

Issue



You install Symantec AntiVirus 10.0. In the System Event Log you see errors 7031 or 7034; the descriptions are similar to the following:

"The Symantec AntiVirus service terminated unexpectedly. It has done this 2 time(s). The following corrective action will be taken in 10000 milliseconds: Restart the service."

When you try to start the Symantec AntiVirus service, you may see the following error message: "1053 The service did not respond to the start or control request in a timely fashion."

 


Solution



This problem is fixed in Symantec AntiVirus 10.0.2 and Symantec Client Security 3.0.2. For information about how to obtain the latest build of Symantec AntiVirus or Symantec Client Security, read Obtaining an upgrade or update for Symantec AntiVirus Corporate Edition or Symantec Client Security.

If you cannot upgrade to Symantec AntiVirus 10.0.2 or Symantec Client Security 3.0.2, then try the following workarounds.


Disable caching
Disable caching and restart the computer.

To disable caching

  1. Exit all programs.
  2. On the Windows taskbar, click Start > Run.
  3. In the Run dialog box, type the following text:

    regedit

  4. Click OK.
  5. In the Registry Editor, go to the following key:

    HKEY_LOCAL_MACHINE\Software\Intel\Landesk\VirusProtect6\CurrentVersion\ProductControl

     
  6. Right-click the ProductControl key, and then click New > DWORD Value.
  7. Give the value the following name:

    Cache

     
  8. In the right pane, double-click Cache, and set the value to 0.
  9. Click OK.
  10. Restart the computer.


NOTE: This may fix later versions as well.


Reset the LoginCaCertIssueSerialNum registry value
Reset the LoginCaCertIssueSerialNum registry value on the primary server. Follow the directions for your operating system.

To reset the LoginCaCertIssueSerialNum registry value on a Windows primary server

  1. Restart the Symantec AntiVirus service.
  2. In the Windows Registry Editor, go to the following key:

    HKEY_LOCAL_MACHINE\SOFTWARE\Intel\LanDesk\VirusProtect6\CurrentVersion\ScSComms\LocalData

     
  3. In the right pane, double-click the LoginCaCertIssueSerialNum value.
  4. Under Base, click Decimal.
  5. If the Value data box shows a number that is larger than 256, press Backspace and then type 1
  6. Click OK.
  7. Exit the Registry Editor.


To reset the LoginCaCertIssueSerialNum registry value on a NetWare primary server

  1. On the Symantec AntiVirus Monitor screen, press Alt+F10 to unload Symantec AntiVirus.
    Type your password if you are asked to do so.
  2. At the NetWare console, type the following command:

    load vpregedt.nlm

  3. Press F5 to open the Command Menu.

    The <A>dd, <E>dit, <O>pen, and <D>elete shortcut keys are active only after you press F5.

  4. Press Enter to select the CurrentVersion key, and then press O to open the CurrentVersion key.
  5. Press Enter to select the ScSComms key, and then press O to open the ScSComms key.
  6. Press Enter to select the LocalData key, and then press O to open the LocalData key.
  7. Press E to edit the values in the right pane.
  8. Use the arrow keys to select the LoginCaCertIssueSerialNum value, and then press Enter.
  9. Delete the data, and then type 1
  10. Press Alt+F10 to unload Vpregedt, and then type the following command to load Symantec AntiVirus:

    load vpstart


The LoginCaCertIssueSerialNum registry value is incremented each time you open any copy of Symantec System Center on the network. If the network includes many copies of Symantec System Center, this registry value can increase quickly. If you set Symantec System Center to automatically unlock, the value the increases each time that Symantec System Center start





Technical Information
Examples of the errors in the System Event Log

Event Type: Error
Event Source: Service Control Manager
Event Category: None
Event ID: 7031
Date: 5/22/2005
Time: 3:11:30 AM
User: N/A
Computer: "Computer Name"
Description:
The Symantec AntiVirus service terminated unexpectedly.  It has done this 2 time(s).  The following corrective action will be taken in 10000 milliseconds: Restart the service.


Event Type: Error
Event Source: Service Control Manager
Event Category: None
Event ID: 7034
Date: 5/26/2005
Time: 1:27:26 PM
User: N/A
Computer: "Computer Name"
Description:
The Symantec AntiVirus service terminated unexpectedly.  It has done this 19 time(s).



 

 


Supplemental Materials

Value1-43MBM9

Legacy ID



2005060211491948


Article URL http://www.symantec.com/docs/TECH101336


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