Video Screencast Help
Symantec to Separate Into Two Focused, Industry-Leading Technology Companies. Learn more.

SEP Manager 11.x web access stuck at "Initializing, please wait..."

Created: 11 Aug 2011
Language Translations
Maciej_Jedrzejczyk's picture
0 0 Votes
Login to vote

Problem

When accessing Symantec Endpoint Protection Manager via web access, the latter is getting stuck at "Initializing, please wait..." and does not go further. No other error messages are shown.

All web browsers are concerned, as well as all protocols (http 9090, https 8443, java applet).

Re-issuing of a new certificate for the browser or tweaking browser trusted sites/security settings does not solve the problem.

 

Error

catalina.out shows the following error:

com.creamtec.ajaxswing.core.AjaxSwingException: Timed out while waiting for a new JVM process. Possible reasons are:<ul><li> Application classes are not not found<li> JAVA_HOME environment variable is not set correctly (see AjaxSwing/bin/setEnv.bat)<li> AJAXSWING_HOME environment variable is not set correctly (see AjaxSwing/bin/setEnv.bat)<li> System configuration prevents AjaxSwing Router from launching agent process<li> The timeout value for router.agentWaitTimeout in default.properties is too low</ul>Check AjaxSwing log files for application errors.<br>Double check that you have made your classes available to AjaxSwing and that you can run AjaxSwing/bin/clientagent[.bat] with correct parameters manually

 

Environment

Symantec Endpoint Protection Manager 11.x 

All OS and Windows-based web browsers are also concerned.

 

Cause

Java heap size is not sufficient to run Java engine for web access function.

 

Solution

1. Check Java heap size values configured for SEPM and note them down as you will need it later for step 2:

a) In Windows Registry: 

key: HKLM\System\CurrentControlSet\Services\semsrv\Parameters\
subkey: JVM Option Number 0
subkey: JVM Option Number 1

b) In SEPM folder:

Go to %Programfiles%\symantec\symantec endpoint protection manager\bin\ and edit sesm.bat

search for paragraph : "-Xms000m -Xmx000m" whereby 000 should be the same value as the one already found in two above registry keys shown in step 1a.

2. Stop SEPM service in services.msc

3. Go to %Programfiles%\Symantec\Symantec Endpoint Protection Manager\tomcat\webapps\ajaxswing\WEB-INF\ajaxswing\bin\ and edit setenv.bat

4. Modify the following paragraph to conform with values previously set up in step 1.

-Xms000m -Xmx000m

5. Restart SEPM service in services.msc

 References

TECH93500   "Could not create the Java virtual machine" when trying to launch SEP Manager console/admin interface.