"Unknown Exception" error seen upon logging in to the Symantec Endpoint Protection Manager

Article:TECH98126  |  Created: 2009-01-16  |  Updated: 2011-03-08  |  Article URL http://www.symantec.com/docs/TECH98126
Article Type
Technical Solution


Environment

Issue



You receive an error message - "Unknown Exception" upon logging into the Symantec Endpoint Protection Manager.



How to resolve the "Unknown Exception" error received upon logging into the Symantec Endpoint Protection Manager?

Symptoms
Scenario 1:

    • A group isn't communicating with Symantec Endpoint Protection Manager. Clients check in upon log-on, but do not communicate after that point.
    • You see the following entry in the scm-server-0.log found in %Program Files%\Symantec\Symantec Endpoint Protection Manager\tomcat\logs:

      2009-11-04 14:12:11.123 SEVERE: Unknown Exception in: com.sygate.scm.server.task.PackageTask
      java.lang.NullPointerException
      at com.sygate.scm.server.util.LuServerUtility.isContentNamedVersionUsed(LuServerUtility.java:954)
      at com.sygate.scm.server.task.PackageTask.updateGroup(PackageTask.java:767)
      at com.sygate.scm.server.task.PackageTask.getChildGroups(PackageTask.java:991)
      at com.sygate.scm.server.task.PackageTask.getChildGroups(PackageTask.java:992)
      at com.sygate.scm.server.task.PackageTask.checkGroupDirectory(PackageTask.java:680)
      at com.sygate.scm.server.task.PackageTask.run(PackageTask.java:287)
      at java.util.TimerThread.mainLoop(Timer.java:512)
      at java.util.TimerThread.run(Timer.java:462)

    • DBValidator test fails.


Scenario 2:

    • If the above symptoms are not witnessed and the database for Symantec Endpoint Protection Manager is stored on a Microsoft SQL server, the problem may be resource availability on the SQL server.

 


Cause



Possible database corruption may have resulted in a broken pointer to the group in the database table, or the SQL Server may be experiencing a problem.


Solution



Scenario 1:

Perform a database validation test to ensure the database is healthy:

 

  • See TECH92039 for a solution in case of "Broken links" error in dbvalidator.log


Scenario 2:



References
How to use the Validation Tool for the Symantec Endpoint Protection Manager Database
http://service1.symantec.com/support/ent-security.nsf/docid/2008050810375848

 

 



Legacy ID



2009121606544748


Article URL http://www.symantec.com/docs/TECH98126


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