Deep Security Virtual Appliance (DSVA) shows "Anti-Malware Engine Offline" on Windows Guest VMs

Product / Version includes:

Deep Security20.0

Last updated: 2024/07/26

Solution ID: KA-0012977

Category: Troubleshoot

Summary

Customers who have upgraded their DSVA from version 20.0.0-3964 (20 LTS Update 2022-03-01) to either version 20.0.0-4185 (20 LTS Update 2022-04-06) or 20.0.0-4416 (20 LTS Update 2022-04-28) may encounter the issue where the Guest VM for Windows shows the alert “Anti-Malware Engine Offline”.

On the DSVA, it shows the warning message “Abnormal Restart Detected”.

If the DSVA is using an older version of DSA e.g. 20.0.0-877 or 20.0.0-3445, it is not affected by this issue.

Based on the investigation, the ds_am process crashed due to memory allocation failure after the DSVA upgrade process was successful. It will try to restart the process but if it failed to start 8 times, the protected Guest VM will show the "Anti-Malware Engine Offline" alert status.

As a workaround, restart the Agent Service or reboot the DSVA. If the issue persists, downgrade the DSVA to version 20.0.0-3964 (20 LTS Update 2022-03-01).

The official fix will be included in the next DSA release (2022-05).

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Deep Security Virtual Appliance (DSVA) shows "Anti-Malware Engine Offline" on Windows Guest VMs

Deep Security Virtual Appliance (DSVA) shows "Anti-Malware Engine Offline" on Windows Guest VMs

Product / Version includes:

Summary