Troubleshooting communication problems between the management server and the console or the database

Article:HOWTO81256  |  Created: 2012-10-25  |  Updated: 2014-09-21  |  Article URL http://www.symantec.com/docs/HOWTO81256
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How To


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Troubleshooting communication problems between the management server and the console or the database

If you have a connection problem with the console or the database, you may see one of the following symptoms:

  • The management server service (semsrv) stops.

  • The management server service does not stay in a started state.

  • The Home, Monitors, and Reports pages display an HTTP error.

  • The Home, Monitors, and Reports pages are blank.

  • The Home, Monitors, and Reports pages display a continuously loading progress bar, without displaying any content.

All of these issues display a Java -1 error in the Windows Event log. To find the specific cause for the Java -1 error, look in the scm-server log. The scm-server log is typically located in the following location:

C:\Program Files\Symantec\Symantec Endpoint Protection Manager\tomcat\logs\scm-server-0.log

Table: Checking the communication with the console or database

What to check

Description

Test the connectivity between the database and the management server.

You can verify that the management server and the database communicate properly.

See Verifying the connection with the database.

Check that the management server heap size is correct.

You may need to adjust the heap size that is appropriate for the management server's operating system. If you cannot log in to the management server's remote console, or if you see an out-of-memory message in the scm-server log, you may need to increase the heap size. The default heap size for Symantec Endpoint Protection Manager is 256 MB.

Check the system requirements.

You can check whether both the client and the management server run the minimum or the recommended system requirements.

For the most current system requirements, see: Release Notes and System Requirements for all versions of Symantec Endpoint Protection and Symantec Network Access Control


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