BUG REPORT: Unable to Successfully Log into Web Messenger After Upgrading to PGP Universal 3.2.1 MP1

Article:TECH193597  |  Created: 2012-07-24  |  Updated: 2013-01-11  |  Article URL http://www.symantec.com/docs/TECH193597
Article Type
Technical Solution


Issue



After upgrading to PGP Universal 3.2.1 MP1, users cannot log into their Web Messenger accounts and produces the following error:
 

An error has occurred
An unexpected error has occurred and been logged.  Please contact your
administrator if the problem persists.

 


Error



In PGP Universal Server logs, the following exception will be seen:

Unhandled exception in Boomerang: java.lang.NoSuchMethodError: com.pgp.ovid.data.OBoomerangUser.getUsage()I
EXCEPTION STACK TRACE:
java.lang.NoSuchMethodError: com.pgp.ovid.data.OBoomerangUser.getUsage()I
        at com.pgp.boom.BoomInboxScreen.setEmailQuotaUsage(BoomInboxScreen.java:784)
        at com.pgp.boom.BoomInboxScreen.renderInbox(BoomInboxScreen.java:444)
        at com.pgp.boom.BoomInboxScreen.doEvent(BoomInboxScreen.java:130)
        at com.pgp.boom.BoomServlet.dispatchEvent(BoomServlet.java:278)
        at com.pgp.boom.BoomServlet.doGet(BoomServlet.java:150)
        at javax.servlet.http.HttpServlet.service(HttpServlet.java:627)
        at javax.servlet.http.HttpServlet.service(HttpServlet.java:729)
        at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:269)
        at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:188)
        at org.owasp.csrfguard.CSRFGuardFilter.doFilter(CSRFGuardFilter.java:73)
        at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:215)
        at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:188)
        at com.pgp.web.ResponseHeaderFilter.doFilter(ResponseHeaderFilter.java:41)
        at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:215)
        at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:188)
        at org.springframework.web.filter.CharacterEncodingFilter.doFilterInternal(CharacterEncodingFilter.java:88)
        at org.springframework.web.filter.OncePerRequestFilter.doFilter(OncePerRequestFilter.java:76)
        at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:215)
        at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:188)
        at org.apache.catalina.core.StandardWrapperValve.invoke(StandardWrapperValve.java:213)
        at org.apache.catalina.core.StandardContextValve.invoke(StandardContextValve.java:172)
        at org.apache.catalina.authenticator.AuthenticatorBase.invoke(AuthenticatorBase.java:470)
        at org.apache.catalina.core.StandardHostValve.invoke(StandardHostValve.java:127)
        at org.apache.catalina.valves.ErrorReportValve.invoke(ErrorReportValve.java:117)
        at org.apache.catalina.core.StandardEngineValve.invoke(StandardEngineValve.java:108)
        at org.apache.catalina.connector.CoyoteAdapter.service(CoyoteAdapter.java:174)
        at org.apache.jk.server.JkCoyoteHandler.invoke(JkCoyoteHandler.java:200)
        at org.apache.jk.common.HandlerRequest.invoke(HandlerRequest.java:291)
        at org.apache.jk.common.ChannelSocket.invoke(ChannelSocket.java:775)
        at org.apache.jk.common.ChannelSocket.processConnection(ChannelSocket.java:704)
        at org.apache.jk.common.ChannelSocket$SocketConnection.runIt(ChannelSocket.java:897)
        at org.apache.tomcat.util.threads.ThreadPool$ControlRunnable.run(ThreadPool.java:689)
        at java.lang.Thread.run(Thread.java:722)


 


Environment



PGP Universal Server 3.2.1 MP1


Solution



This issue will be resolved in the version after Symantec Encryption Management Server 3.3.0 and above and should not see this after an update.

 

The following is a known temporary workaround for the issue:

You will need SSH access to PGP Universal Server.  The following KB provides instructions for setting up SSH:

www.symantec.com/docs/TECH149673

 

Accessing the PGP Universal Server command line for read-only purposes (such as to view settings, services, logs, processes, disk space, query the database, etc) is supported. However, performing configuration modifications or customizations via the command line may void your Symantec  Support agreement unless the following procedures are followed.
Any changes made to the PGP Universal Server via the command line must be:
·         Authorized in writing by Symantec  Support.
·         Implemented by a Symantec Partner, reseller or Symantec Technical Support.
·         Summarized and documented in a text file in /var/lib/ovid/customization on the PGP Universal Server itself.
 
Changes made through the command line may not persist through reboots and may be incompatible with future releases. Symantec Technical  Support may also require reverting any custom configurations on the PGP Universal Server back to a default state when troubleshooting new issues.

 

The following is then performed via an SSH session:

  1. pgpsysconf --stop tomcat
  2. pgpsysconf --stop pgprep
  3. cp /usr/lib/omf/b.war /var/tomcat/webapps/b.war
  4. pgpsysconf --start tomcat
  5. pgpsysconf --start pgprep

After this has been applied, users should be able to log into Web Messenger.

 ***NOTE: PGP Universal Server 3.2.1 MP1/PGP Desktop10.2.1 MP1 were removed from the Symantec File Connect download system due to a defect found.  PGP Universal Server 3.2.1 MP2/PGP Desktop 10.2.1 MP2 corrects these issues.  Please use 3.2.1 MP2/10.2.1 MP2 and above instead.

 


Supplemental Materials

SourceETrack
Value2860242


Article URL http://www.symantec.com/docs/TECH193597


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