39907: Symantec AntiVirus Corporate Edition and Acronis Files Connect

Symptom:

Customers have reported the following symptoms while running Symantec AntiVirus Corporate Edition (Version 7.x and 8.x) with any version of Acronis Files Connect (formerly ExtremeZ-IP):

  • ExtremeZ-IP.exe process as viewed from the task manager shows unusually high CPU or MEM utilization
  • Event ID 1920 and Event ID 2020: "The server was unable to allocate from the system paged pool because the pool was empty."
  • Acronis Files Connect service appears to "hang" or freeze
  • Acronis Files Connect service stops operating unexpectedly
  • Administrator is unable to stop the Acronis Files Connect service from the services control panel

Steps to Reproduce:

Install Acronis Files Connect and Symantec AntiVirus Corporate Edition Version 7.x or 8.x. Because Symantec installs a kernel filter driver, the antivirus software does not need to be running in order to reproduce problem (disabling AntiVirus will not correct the problem).

Cause:

Symantec, the manufacturer of AntiVirus Corproate Edition or Norton AntiVirus Corporate Edition (NAVCE) have cited several causes for this behavior. A fix from the manufacturer may be available to resolve these problems. Please refer to the Symantec knowledge base document for further details.

Workaround:

No workaround is applicable. Please refer to the 'Cause' and 'Fix' sections within this article.

Fix:

A hotfix may be downloaded from Symantec to resolve this issue. Please refer to the Symantec knowledge base document for further details and download instructions. As noted in the Symantec knowledge base article referenced above, out of date Symevent files may be causing the problem. If this is the case, update your Symantec Corporate Antivirus Symevent file to the newest version. Please note, the latest symevent.sys file may not be compatible with some earlier versions of Symantec. Therefore, it is a good idea to verify any updates you plan to perform with Symantec support. If you are updating the Symantec Client, there are also considerations regarding the version of Symantec running on the main server.

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