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"Cannot communicate with the scan service" error when trying to scan share path

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ontap-9
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nas
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Applies to

  • Ontap 9
  • Vscan
  • Ontap AV Connector
  • MCafee/Trellix

Issue

  • Using MCafee when trying to scan the share paths  error- "Cannot communicate with the scan service" is reported.
  • Post installing some latest packages on MCafee end, this error has started getting reported.

scan error

 

  • vscan connection-status show did not show any of the vscan servers as connected.

vserver vsan connection status show

  • vserver vscan show-events -vserver <> showed "scan-internal error".

vscan vserver show events

 

  • vscan connection-status does not show any vscan sever as connected, and as no vscan server is connected, scan is not happening .

vscan sconnection status

  • vscan connection-status -vserver <> -instance  shows the reason for disconnection as "inactive connection" and other is "remote closed".

vscan connection status show not connected

  • ONTAP AV connector service is in "running" state on the vscan server, and user used in AV Connector and user mentioned in vscan scanner-pool show command is the same.
    • This can be verified by going  to services.msc and check for ONTAP AV connector service and check if it is in running state or not.

Cannot communicate with the scan service

 

vscan scanner pool show

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