3RD PARTY: McAfee antivirus OnAccessScan may interfere when DLO attempts to query the database. An attempt to view 'Alerts' or 'Configure Emails and Pagers' causes an error - "Warning V-139-32768-6. Invalid handle. Initialization of Notification dialogs failed (0x80000006)"

Article:TECH75070  |  Created: 2009-01-30  |  Updated: 2009-01-23  |  Article URL http://www.symantec.com/docs/TECH75070
Article Type
Technical Solution

Product(s)

Environment

Issue



3RD PARTY: McAfee antivirus OnAccessScan may interfere when DLO attempts to query the database. An attempt to view 'Alerts' or 'Configure Emails and Pagers' causes an error - "Warning V-139-32768-6. Invalid handle. Initialization of Notification dialogs failed (0x80000006)"

Solution



[Notes on DLO environment]
On DLO 6.1 MP3 the e-mail notification was not working properly. Thus an upgrade was done to DLO 6.1 MP4.
After a reboot the 'Alerts' window became empty.
Recipients window was also empty.
Attempted to run "Configure e-mail and pagers" and we see this error

Symantec Desktop and Laptop Option for NetBackup - [Alerts]
Warning V-139-32768-6
Invalid handle
Initialization of Notification dialogs failed (0x80000006)
Image1
 

Attempted to "Configure Alerts" with all Alert categories selected. Added 'Recipients', submitted the relevant data, and after confirming with OK another error appeared

Recipient Configuration
V-19-310-1-5
A data store related error occurred

[Observation]
  • DLO backups is working normally but the error is noticed only after server is rebooted and when they click on "Alerts" --> "Configure Emails and Pagers"
  • Restarting 'DLO Administration service' makes the error disappear and everything works fine.
  • After disabling McAfee antivirus we do not see any errors. Email notification also works fine.


[Diagnostics]
-DLOConsoleu log has this error ...
------------------------------
T> adodb.cpp( 1102 ) : query - SELECT * FROM NotificationSettings
T> adodb.cpp( 1240 ) : finished query - SELECT * FROM NotificationSettings
T> notificationui.cpp( 116 ) GetNotificationSettingsFromDB failed, NotificationSettings table is empty
E> notificationui.cpp( 241 ) INotificationUIPtr->LoadConfiguration failed: 0x80000006
-----------------------------
The OnAccessScanLog of McAfee shows multiple timeouts when it scans DLO specific files....

19:34:57 Not scanned  (scan timed out)  Domain_name\<username> C:\Program Files\Symantec\NetBackup DLO\DLOConsoleu.exe C:\Documents and Settings\<username> \Local Settings\Application Data\Microsoft\Internet Explorer\MSIMGSIZ.DAT

19:35:35 Not scanned  (scan timed out)  Domain_name\<username> C:\Program Files\Symantec\NetBackup DLO\DLOConsoleu.exe C:\Program Files\Symantec\NetBackup DLO\Logs\dloconsoleu.log

19:35:35 Not scanned  (scan timed out)  Domain_name\<username> C:\Program Files\Symantec\NetBackup DLO\DLOConsoleu.exe C:\Documents and Settings\<username>\Local Settings\History\History.IE5\index.dat

19:35:35 Not scanned  (scan timed out)  Domain_name\<username> C:\Program Files\Symantec\NetBackup DLO\DLOConsoleu.exe C:\Documents and Settings\<username>\Local Settings\Temporary Internet Files\Content.IE5\index.dat

19:35:35 Not scanned  (scan timed out)  Domain_name\<username> C:\Program Files\Symantec\NetBackup DLO\DLOConsoleu.exe C:\Documents and Settings\<username>\Cookies\index.dat

19:35:35 Not scanned  (scan timed out)  Domain_name\netbackup C:\Program Files\Microsoft SQL Server\MSSQL.1\MSSQL\Binn\sqlservr.exe C:\Program Files\Symantec\NetBackup DLO\Data\DLO.mdf

19:38:30 Not scanned  (scan timed out)  Domain_name\netbackup C:\Program Files\Microsoft SQL Server\MSSQL.1\MSSQL\Binn\sqlservr.exe C:\Program Files\Symantec\NetBackup DLO\Data\DLO.mdf

19:38:31 Not scanned  (scan timed out)  Domain_name\netbackup C:\Program Files\Microsoft SQL Server\MSSQL.1\MSSQL\Binn\sqlservr.exe C:\Program Files\Symantec\NetBackup DLO\Data\DLO_log.ldf
-------------------------------
Conclusion:
McAfee is doing a On-Access scan of not just EXE files but also DAT, LOG, MDF and LDF files.
The scan may timeout only during the first attempt of file access. This is enough to cause errors in the application.
The subsequent scans either do not happen or are not timing-out and thus no errors in the application.

Resolution / Workaround
Configure exclusions in McAfee for On-Access scan for these processes / files of DLO..
<Install_Path>\NetBackup DLO\*.exe
<Install_Path>\NetBackup DLO\*.mdf
<Install_Path>\NetBackup DLO\*.ldf
<Install_Path>\NetBackup DLO\*.log
<Install_Path>\Microsoft SQL Server\*.exe
For additional information on configuring exclusions, please reference McAfee source material:
http://mysupport.mcafee.com/Eservice/templatepage.aspx?sURL=3
KB55898: Understanding VirusScan Enterprise Exclusions
Alternate solution:
A customized script may be implemented to delay the start of the Netbackup DLO Administration service. This may be necessary since OnAccessScan of McAfee seems to timeout only during the first attempt of file access.



Legacy ID



334069


Article URL http://www.symantec.com/docs/TECH75070


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