Video Screencast Help
Symantec Appoints Michael A. Brown CEO. Learn more.

Clients won't connect to Manager, can't log into console

Created: 19 Aug 2010 • Updated: 20 Sep 2010 | 8 comments
This issue has been solved. See solution.

Windows 2003 Standard R2, 32-bit
Endpoint Protection 11 RU5

In addition to running Endpoint Manager, this box also runs AutoDesk Vault system.  Had a contractor come in to upgrade the AutoDesk Vault app to 2011, which does include a website for itself.  Since then, clients are no longer communicating with the EndPoint Manger (no green dot) and I can't log into the Manager Console.  When I navigate IE to http://localhost:8443, no page is found.  Also, netstat doesn't report that port 8443 is listening.

Would upgrading to RU6a reset/resolve this problem? I'm considering doing that. However, if anyone knows what I can try otherwise, I'd appreciate it. Thanks

Comments 8 CommentsJump to latest comment

P_K_'s picture

When you try to login , What is the error that you see?

MCT MCSE-2012 Symantec Technical Specialist (SCTS)

Charlatat's picture

"Failed to connect to the server"

I've verified that the ODBC connection is still present and can access the SQL database successfully. I'm attaching a screenshot of the error message, as well.

Capture.JPG
P_K_'s picture

In the  event viwer under application log do you see a java -1 error or java 1 error?

MCT MCSE-2012 Symantec Technical Specialist (SCTS)

Kurt G.'s picture

Check the scm-server-0.log in Program Files\Symantec\Symantec Endpoint Protection Manager\Tomcat\Logs. This will usually show an error if there is a port conflict. If you need assistance reviewing the log please paste the contents into your post.

In addition the SEP Support Tool may be able to point out issues with system configurations and if there is a port conflict with another program using our port.

You can download and review how to run the tool from the following document:

About the Symantec Endpoint Protection Support Tool
http://service1.symantec.com/SUPPORT/ent-security....

Kurt G.
Symantec Technical Specialist: Endpoint Security Advanced Team

Symantec Corporation www.symantec.com

Symantec Enterprise Support: (800) 342 0652 

Charlatat's picture

2010-08-18 11:45:59.732 SEVERE: ================== Server Environment ===================
2010-08-18 11:45:59.732 SEVERE: os.name = Windows 2003
2010-08-18 11:45:59.732 SEVERE: os.version = 5.2
2010-08-18 11:45:59.732 SEVERE: os.arch = x86
2010-08-18 11:45:59.732 SEVERE: java.version = 1.6.0_14
2010-08-18 11:45:59.732 SEVERE: java.vendor = Sun Microsystems Inc.
2010-08-18 11:45:59.732 SEVERE: java.vm.name = Java HotSpot(TM) Server VM
2010-08-18 11:45:59.732 SEVERE: java.vm.version = 14.0-b16
2010-08-18 11:45:59.732 SEVERE: java.home = D:\Program Files\Symantec\Symantec Endpoint Protection Manager\jdk\jre
2010-08-18 11:45:59.732 SEVERE: catalina.home = D:\Program Files\Symantec\Symantec Endpoint Protection Manager\tomcat
2010-08-18 11:45:59.732 SEVERE: java.user = null
2010-08-18 11:45:59.732 SEVERE: user.language = en
2010-08-18 11:45:59.732 SEVERE: user.country = US
2010-08-18 11:45:59.732 SEVERE: scm.server.version = 11.0.5002.333
2010-08-18 11:46:05.326 SEVERE: Unknown Exception in: com.sygate.scm.server.servlet.StartupServlet
com.sygate.scm.server.util.ScmServerError: Database utility path is not configurated!
 at com.sygate.scm.server.servlet.StartupServlet.init(StartupServlet.java:98)
 at org.apache.catalina.core.StandardWrapper.loadServlet(StandardWrapper.java:880)
 at org.apache.catalina.core.StandardWrapper.load(StandardWrapper.java:768)
 at org.apache.catalina.core.StandardContext.loadOnStartup(StandardContext.java:3484)
 at org.apache.catalina.core.StandardContext.start(StandardContext.java:3710)
 at org.apache.catalina.core.ContainerBase.start(ContainerBase.java:1148)
 at org.apache.catalina.core.StandardHost.start(StandardHost.java:697)
 at org.apache.catalina.core.ContainerBase.start(ContainerBase.java:1148)
 at org.apache.catalina.core.StandardEngine.start(StandardEngine.java:311)
 at org.apache.catalina.core.StandardService.start(StandardService.java:450)
 at org.apache.catalina.core.StandardServer.start(StandardServer.java:2213)
 at org.apache.catalina.startup.Catalina.start(Catalina.java:484)
 at org.apache.catalina.startup.Catalina.execute(Catalina.java:371)
 at org.apache.catalina.startup.Catalina.process(Catalina.java:134)
 at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method)
 at sun.reflect.NativeMethodAccessorImpl.invoke(NativeMethodAccessorImpl.java:39)
 at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:25)
 at java.lang.reflect.Method.invoke(Method.java:597)
 at org.apache.catalina.startup.Bootstrap.main(Bootstrap.java:151)

Running the tool gave me these results:
     Secars communication test failed for these consoles:
     Site (x.x.x.x)     Port (8014)    Http Code (503)

     Error:  "No applications are using Tomcat's configured port of '8005' with a state of 'Listen'
     Error:  "Remote Console Logon (SemSvc.exe) is not using its configured port '9090' with a state of 'Listen'.  The application System      is using the port.
     Error:  SQL Client (semsvc.exe) is not using its configured port '1433' with a state of 'Established'. The application gmw.exe (GoldMine) is using the port.

P_K_'s picture

Title: 'Java -1 error in event log and unable to Login to Symantec Endpoint Protection Manager after upgrading to RU5'
Document ID: 2009110513280248
> Web URL: http://service1.symantec.com/support/ent-security....

Title: 'Symantec Endpoint Protection Manager service stops with a Java -1 error in the event log when using a remote SQL server'
Document ID: 2007101813380348
> Web URL: http://service1.symantec.com/support/ent-security....

Title: 'Failed to connect to Server error while trying to log into SEPM'
Document ID: 2008102314514748
> Web URL: http://service1.symantec.com/support/ent-security....

MCT MCSE-2012 Symantec Technical Specialist (SCTS)

Charlatat's picture

Reran database configuration utility, pointed it to new SQL Client location (contractor removed old SQL client and installed to new location). I can log into the console, and machines are starting to connect again. 

Thanks all

SOLUTION