Point-Fix: Symantec Android Command Service and Symantec Mobile Management Services Terminate Unexpectedly
|Article:TECH204949|||||Created: 2013-04-10|||||Updated: 2013-09-09|||||Article URL http://www.symantec.com/docs/TECH204949|
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Right-click commands for Android devices may not reach the designated device(s). Inventory for Android and iOS devices may not be up to date. Full enrollment of iOS devices may fail.
Upon further investigation, you find that the Symantec Android Command Service may not be running. In addition, the Symantec Mobile Management service may consume a large amount of system memory. Server Application event log messages may indicate the Android Command service was previously terminated due to high memory usage.
There may be multiple entries for:
Application Event Log 2004, Resource-Exhaustion-Detector: Windows successfully diagnosed a low virtual memory condition. The following programs consumed the most virtual memory: AndroidCommandService.exe
Followed by a single log entry for:
Application Event Log 7034, Service Control Manager: The Symantec Android Command Service terminated unexpectedly.
Symantec Mobile Management 7.2 SP2.1
Windows Server 2008 R2
Android and iOS devices
A problem was found in the Symantec Android Command service and Symantec Mobile Management service that consumes all available memory. This issue has only been seen in certain environments with high device activity. The server detects the Symantec Android Command service has consumed a very large amount of memory and terminates the process. The Symantec Mobile Management service also stops processing device inventory required for device management.
A point-fix has been released to fix this problem for customers running SMM for SMP 7.2 SP 2.1.
To implement this point-fix on the Mobile Management server:
- Download, save, and extract the attached file 7.2-SP2-PF-ET3107050.zip.
- Stop the following services: "Symantec Android Command Service", "Symantec iOS Command Service", "Symantec APNS Service", "Symantec C2DM Service", "Symantec Mobile Management", "Symantec Mobile Management Queue", "Symantec Mobile Management Service Agent", and the "World Wide Web Publishing Service".
- Create a backup of the file C:\Program Files (x86)\Symantec\Mobile Management\NTServices\AndroidCommandservice.exe.
- Copy the newly extracted version of "AndroidCommandservice.exe" into the folder C:\Program Files (x86)\Symantec\Mobile Management\NTServices\.
- Open a Command prompt and navigate to C:\Windows\assembly\GAC_MSIL\MSSShared\7.2.5738.0__b96b450d7f84a1d8.
- Copy the file "MSSShared.dll" to a backup folder such as C:\pf-backup.
- Copy the newly extracted version of "MSSShared.dll" into C:\Windows\assembly\GAC_MSIL\MSSShared\7.2.5738.0__b96b450d7f84a1d8\.
- Restart the following services: "Symantec Android Command Service", "Symantec iOS Command Service", "Symantec APNS Service", "Symantec C2DM Service", "Symantec Mobile Management", "Symantec Mobile Management Queue", "Symantec Mobile Management Service Agent", and the "World Wide Web Publishing Service".
This issue will also be fixed in the next release of Symantec Mobile Management.
Article URL http://www.symantec.com/docs/TECH204949