The SSE service is stopped. When restarting the SSE service from the Windows Service Control Panel it fails to start and reports the following error message:
Error 1053: The service did not respond to the start or control request in timely fashion.
The Windows Application Event log shows the following error message:
This condition is met when the Windows Application Event log has an event like the following showing that Java was updated and the installer required a reboot:
Log Name: Application
Date: 4/14/2012 3:41:44 PM
Event ID: 1005
Task Category: None
The Windows Installer initiated a system restart to complete or continue the configuration of 'Java(TM) 6 Update 31'.
Some or all of the following files are missing:
The Java installer is not detecting that the SSE service is still using the Java DLLs. As a result the Java installer is not putting the required updated files in the Java installation. See the following Java defect submission for more details: JDK files tools.jar, jsse.jar, resources.jar, and rt.jar get deleted on reboot.
Symantec is aware of this issue. This article is updated as more information is available. Subscribe to this article to receive updates.
Always stop the Symantec Scan Engine service before performing a Java update.
To address this issue once it has occured uninstall Java from the Add/Remove control panel. Then reinstall the version of Java desired.
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Submit a suspected infected file to Symantec.
Report a suspected erroneous detection (false positive).
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