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Scan failed exit code: 263

Level 2

I have a server OS Win Srv 2012r2 with Data Insight Version

Connected with an agent Filer OS Win Srv 2012r2 with Shared Folder. The account from which the scans are the most rights to the maximum level of the file system and shared folder. This scan is completed failed - exit code: 263. The Internet description of the error has been found.

Please help with the solution. Thank you.


Level 6
Employee Accredited Certified

Hello Fox neo,


There are a few logs that will be useful to decipher the issue with your agent.

Note: Default location

On the assigned Collector Worker node -
C:\Program Files\Symantec\DataInsight\log

2015-06-25 02:00:00 INFO: V-378-1323-1551: #{8112} [__initlog: 161] Logging Initialized successfully
2015-06-25 02:00:00 INFO: V-378-1323-1557: #{8112} [__parse: 339] output = C:\DataInsight\data\collector\discover_shares\discover_shares_win2012r2nas_1435222800528
2015-06-25 02:00:00 INFO: V-378-1323-6058: #{8112} [__parse: 508] User: administrator
2015-06-25 02:00:00 INFO: V-378-1323-6059: #{8112} [__parse: 516] Domain: samgwin.local
2015-06-25 02:00:00 INFO: V-378-1323-6060: #{8112} [__parse: 524] Password: **
2015-06-25 02:00:00 INFO: V-378-1323-6038: #{8112} [get_windows_shares: 457] Discovered 4 shares
2015-06-25 02:00:00 INFO: V-378-1323-1175: #{8112} [get_share_list: 2003] Share query successful
2015-06-25 02:00:00 INFO: V-378-1323-6033: #{8112} [main: 621] Exit code: 0
2015-06-25 07:45:13 INFO: V-378-0-0: #{7104} Product Version


INFO: V-378-0-0: #{1320} Product Version

INFO: V-378-1324-1000: #{1320} [fp_initlog: 466] Logging Initialized successfully
INFO: V-378-1324-1101: #{1320} [__salvage_old_db: 565] Start: Salvage old db files
INFO: V-378-1324-1106: #{1320} [__salvage_old_db: 609] Finish: Salvage old files: 0 detected, 0 salvaged
INFO: V-378-1324-1127: #{1424} [__update_filerlist: 1588] Connected to the driver's comport
INFO: V-378-1324-1128: #{1424} [attach_errmsg: 1205] Attached to C:\
INFO: V-378-1324-2102: #{1420} [getsid: 284] Got Sid S-1-5-21-470185602-4083902143-2641307348-500 for user samgwin.local\administrator
INFO: V-378-1324-1152: #{1420} [worker_thd_func: 1111] Events processed: 32385
INFO: V-378-1324-1152: #{1420} [worker_thd_func: 1111] Events processed: 58473
INFO: V-378-1324-1152: #{1420} [worker_thd_func: 1111] Events processed: 50457


And same from the Winnas Agent worker node:


INFO: V-378-1324-1000: #{3012} [fp_initlog: 466] Logging Initialized successfully
INFO: V-378-1324-1039: #{3012} [install_service: 220] Installing Winnas Service.
INFO: V-378-1324-1041: #{3012} [install_service: 262] Winnas Service Installed Successfully.
INFO: V-378-1324-1115: #{3012} [install_service: 271] Winnas Service Description set Successfully.
INFO: V-378-1324-1069: #{3012} [fp_cleanup: 479] Winnasd exiting
INFO: V-378-0-0: #{2456} Product Version

Do you have any logs under the C:\Program Files\Symantec\DataInsight\log\scanner folder?

C:\Rod\Program Files\Symantec\DataInsight\log\scanner\ext1_msu1.log is the full scan log, .ilog is the incremental, .rlog is the reconfirm log


I would be interested in the snippet preceding the error you have posted particularly the traverse|Failed| lines. If you have initiated a support case they will ask you for the same files to start and the C:\Rod\Program Files\Symantec\DataInsight\log\commd0.0.log files from the nodes for the communications.


You will see under the HSCL Doc that the the Operating System platform must be 64bit.

Hopefully we can assist you to get to the root of your issue.


Level 2


Files in attach. winnasd.log on collertor not exist.

Level 2

ext3_msu6.txt on node.txt

Level 2

commd0.0.log files from the nodes.txt

Level 6
Employee Accredited Certified

What we can learn from your data Fox:

winnas_util.log on collector_2
Successful login credentials and discovery of 3 shares. This is at the share level and does not guarantee permissions to enter the shares (share level permission) or traverse the file system (ACL).

winnasd.log on Winnas Agent worker node_7

This server is not that busy, likely a test environment but we are capturing the events indicating the credentials can reach the library on the Windows NAS server. This is working as expected.

Commd log

Taking an example share, say \Backup we see Process line : #f=7|#d=72|nsleeps=0 (7 files and 72 directories), or Matrix Storage Unit (MSU) Identifier is 6. This data seems askew since we have more containers than contents. I would expect files in each container / folder. You can verify if this is a correct count for your share?

ERROR: V-378-1310-5557: #{2844} [latency_shmem_attach: 2106] util|Failed|latency_shmem_attach|apr_shm_attach|astatus:720002

Which is couldn't create child process. I would think we cannot create or access the shared memory segment to gather the scan data prior to creation of the files to be transferred to the collector. In the log I only saw the first snapshot file being created.

Troubleshooting -

Check the permissions for the service user (typically system user and installed as local Administrator), verify the binaries are associated and can cal libraries and dependencies, confirm the environment allows the scan user to RW to the directory hierarchy for the DataInsight binaries and data parent locations which by default are:

Installation directory - C:\Program Files\Symantec\DataInsight
Data directory - C:\DataInsight\data

This is typically an environment issue. A support case for interactive debugging on your system is best if you cannot figure the problem quickly. Your support technician will ask for troubleshooting to be enabled to capture the intermediary files such as C:\DataInsight\data\outbox\scan_cifs_6_0_1435730884_snap1.sqlite for analysis as well.

If you'd like to continue troubleshooting in the community channel then we will be looking into one more log to dive into the Scanner for share 6 failed with exit code: 263 (incremental:false). It is the full scan log we want - C:\Program Files\Symantec\DataInsight\log\scanner\ext3_msu6.log please.