Troubleshooting: PGP Universal Server Clusters

Article:TECH149311  |  Created: 2009-03-09  |  Updated: 2011-02-08  |  Article URL http://www.symantec.com/docs/TECH149311
Article Type
Technical Solution


Issue



When using PGP Universal Server in cluster, the following issues could be signs of a cluster related issue:

 

  • Even though there aren't any network connectivity issues, PGP Desktop clients are unable to enroll on a given cluster member.
  • PGP Desktop clients are unable to check policy on a given cluster member.
  • PGP Universal Servers utilizing High Availability Mode with Web Messenger do not replicate messages. For example: Web Messenger email messages found on one server are not found on other servers in the cluster.
  • A user is not available on one member of the cluster.
  • A users WDRT is not available on one member of the cluster.
  • The number of users on one server does not match the number of users on another server. If this discrepancy stays constant for more than a few days or increases, this may be due to a replication issue in the cluster.

 


Solution



 

General Troubleshooting  

  1. Check the client logs on the PGP Universal Server. Are there entries in the log for clients connections to the server? If there aren't any client connections to the server in more than 24 hours, there may be a problem with clustering.
     
  2. Investigate the Cluster logs on the PGP Universal Server cluster members. If there aren't any log messages passing between server cluster members in the logs, this could manifest a cluster issue.

     
  3. Compare the user count on cluster server members. If the user count is different on the cluster members and stays constant or increases, this is probably due to a synchronization issue.

 

Steps to resolve  

  1. Restart PGP Universal Server services on the cluster member that appears to be having issues. Services can be restarted clicking the Restart Services button on the System card General Settings tab.

    If users were unable to enroll with the server, try to re-enroll a client to see if the issue is corrected.

    For more information on re-enrolling a PGP Desktop client, click here.

     
  2. Check cluster logs and client logs for messages between cluster members.
  3. Compare user count on cluster members. User count should start to synchronize among members.
  4. If the issue still exists, restart the server. The server can be restarted clicking the Restart button on the System card General Settings tab.
  5. Check cluster logs and client logs for messages between cluster members.

If the issue persists, try the above steps on each of members of the cluster.

 



Legacy ID



1239


Article URL http://www.symantec.com/docs/TECH149311


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