Unknown Error encountered in OCR service Request (Event Code 4804)

[N_M]

Dear All,

I have installed DLP 15.0 Version with Network prevent for Email detection server. also done required configuration to add OCR Configuration. 

Once OCR configuration done we are facing following Error.

Code: 4804

Summary: An Unknown error encountered

Detail: OcrRequestID:[................] Unknown Error encountered in OCR submit Request. Connect to OCR Server IP>:8555 [/..................]failed connect time out. (Event Code 4804)

 

Kindly Reply.

[stephane.fichet]

hello,

 as it seems to be a connection error, you shoul dtest if you are able to connect to your OCR server from your email prevent server.

ping <OCR server IP addres>

telnet <OCR server Ip address>:8555

check on your OCR server that system is running (without any errors) :

check windows service

check that port 8555 i sopen : netstat -an | findstr 8555

if there is any firewall between the two, you will need to allow connection between both system first.

 Regards

[N_M]

Hi Stephan,

Thanks for your Reply,

Our both servers is in same IP Range subnet, No firewall in between them.

We are able to Ping and Telnet also.

OCR Server not providing any Error's.

I have only doubt about AV installed on both system so I provided details for AV exclusion folders and services details with customer. Awaiting for reply from customer currentely.

Regards.

[Greggk]

Hi did you figure out what it was, i have the exact situation.  Disabled my AV still no luck.

[Nouman Murslin]

Hi Guys,
Did you resolve the issue?
I am getting event
4804 - Unkown error encountered on OCR 
4800 - OCR service is busy 
3901 - System event throttle limit exceeded.
4801 - Request failed to connect to OCR server

Ping and Telnet is working ,

[M.Atif]

https://knowledge.broadcom.com/external/article/170429/error-4800-ocr-service-is-busy.html

Try this article

[Victor Folguera]

OCR Service busy usually is related to lack of resources. Specifically, this indicates that the OCR Server is busy, and will not accept further connections until it has finished processing the items in the queue.

I would recommend checking the following KBs:

• https://techdocs.broadcom.com/us/en/symantec-security-software/information-security/data-loss-prevention/15-8/DLP-system-requirements/system-requirements-and-recommendations-v19666017-d366e1680/system-requirements-for-ocr-servers-v124325566-d366e3324.html
• https://techdocs.broadcom.com/us/en/symantec-security-software/information-security/data-loss-prevention/15-8/about-data-loss-prevention-policies-v27576413-d327e9/using-diagnostics-for-sizing-ocr-server-deployment-v130581541-d327e37407.html
• https://techdocs.broadcom.com/us/en/symantec-security-software/information-security/data-loss-prevention/15-8/about-data-loss-prevention-policies-v27576413-d327e9/using-the-ocr-server-sizing-estimator-spreadsheet-v124383499-d327e37757.html

[silvi marcelia adinata]

Hi Victor,

I have a question regarding the request failed for OCR server. (Thank you for your suggestion)

in the mean time how do we check which items are being processed in the queue and is there a detail for how long do we need to wait for the processing to be done?