Dagent Build 517 on Windows 2008 x64 systems is permanently crashing / disconnecting from the server

Article:TECH197240

Created: 2012-09-25

Updated: 2012-10-03

Article URL http://www.symantec.com/docs/TECH197240

Article Type
Technical Solution

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Problem

The dagent is automatically disconnecting from the server.
When you double-click the agent icon in the system tray the agent shows the status: "Connection Closed, Session Terminated."

Error

When you look at the logs you can see that the agent is permanently restarting because of the following issue:

[09/12/2012 10:08:35.427 1856 1] TbxDispatch.cpp:107 HandleMessage() - default.dll returned TBX_SUCCESS
[09/12/2012 10:08:35.427 1856 1] InputThread.cpp:85 Waiting on Input from IPC
[09/12/2012 10:08:35.427 1856 1] InputThread.cpp:213 - IPCException
Thrown from common\ipc\SSLConnection.cpp:598 -message = CSocketIPC::Read Timed Out
SystemError Value = 0x00002736
An operation was attempted on something that is not a socket.
[09/12/2012 10:08:35.427 8680 2] DispatchThread.cpp:125 Dispatch::Run() Args set, starting thread
[09/12/2012 10:08:35.427 1856 2] DsAgent.cpp:803 InvokeHandler called - Internal=MemoryConsumptionOverLimit
[09/12/2012 10:08:35.427 1856 2] TbxDispatch.cpp:40 - Attempting to load default.dll
[09/12/2012 10:08:35.427 8680 2] DispatchThread.cpp:128 Dispatch::Run() Handing object to Garbage Collector
[09/12/2012 10:08:35.427 8680 2] GCThread.cpp:74 - Adding object to the garbage heap
[09/12/2012 10:08:35.427 8680 2] GCThread.cpp:81 - Testing of GC Thread is already running
[09/12/2012 10:08:35.427 10300 2] DispatchThread.cpp:68 MsgThread::Run - New thread created to handle Internal=Ping
[09/12/2012 10:08:35.427 10300 2] DsAgent.cpp:803 InvokeHandler called - Internal=Ping
[09/12/2012 10:08:35.427 10300 2] TbxDispatch.cpp:40 - Attempting to load default.dll
[09/12/2012 10:08:35.427 1856 1] TbxDispatch.cpp:72 HandleMessage() - calling default.dll Version(6.9.517)
[09/12/2012 10:08:35.427 1856 1] Toolbox-Main.cpp:80 Toolbox::DoMagic - Finding handler for Internal=MemoryConsumptionOverLimit
[09/12/2012 10:08:35.427 10300 1] TbxDispatch.cpp:72 HandleMessage() - calling default.dll Version(6.9.517)
[09/12/2012 10:08:35.427 1856 1] MemoryConsumptionOverLimit.cpp:30 - Internal MemoryConsumptionOverLimit
[09/12/2012 10:08:35.427 1856 1] MemoryConsumptionOverLimit.cpp:37 - Checking on MemoryThreshold
[09/12/2012 10:08:35.427 10300 1] Toolbox-Main.cpp:80 Toolbox::DoMagic - Finding handler for Internal=Ping
[09/12/2012 10:08:35.427 1856 1] MemoryConsumptionOverLimit.cpp:45 - MemoryThreshold is 20480
[09/12/2012 10:08:35.427 10300 2] DsAgent.cpp:898 CDSAgent::NewMessage()
[09/12/2012 10:08:35.427 1856 1] TbxDispatch.cpp:107 HandleMessage() - default.dll returned TBX_SUCCESS
[09/12/2012 10:08:35.427 10300 1] DsAgent.cpp:913 CDSAgent::Send() - Called by Toolbox
[09/12/2012 10:08:35.427 1856 1] InputThread.cpp:249 Wrote RequestedRestartService = 1.
[09/12/2012 10:08:35.427 1856 1] InputThread.cpp:257 - We have to restart, exceeded the memory limit
[09/12/2012 10:08:35.442 1856 2] DsAgent.cpp:803 InvokeHandler called - Internal=RestartService

Environment

DS6.9 SP5 MR2

Cause

The value of the MemoryThreshold is too low.

Solution

To fix the issue, stop the Dagent on the affected machine, open up the registry and go to: HKLM\SOFTWARE\Altiris\Client Service
Change the value of the "MemoryThreshold" (REG_DWORD) to 40960 (decimal) and restart the Dagent