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Error logging into Endpoint Protection Manager

Rafeeq

RafeeqMar 14, 2011 02:01 AM

Migration User

Migration UserMar 14, 2011 03:01 PM

Migration User

Migration UserMar 14, 2011 04:28 PM

Migration User

Migration UserMar 19, 2011 11:11 AM

Migration User

Migration UserMar 20, 2011 12:39 AM

Rafeeq

RafeeqMar 27, 2011 08:43 AM

  • 1.  Error logging into Endpoint Protection Manager

    Posted Feb 25, 2011 05:05 PM

    Please help.. I have been getting this error since about January 21st and I cant seem to figure it out.. We had an issue with the server that it corrupted some files when I rebooted it that day and well since then I have been having problems with the symantec.   I am new at taking care of the servers and such.. So pleaes bare with me!   Version I have is Small Business Edition 12.0.. It didnt have that option to choose..

    Here is the error:

    Failed to connect to the server

    Make sure that server is running and your session has not timed out.
    If you can reach the server but cannot log on, make sure that you provided the correct parameters.
    If you are experiencing network issues, contact your system administrator.

     

    I have tried a few things.. Tried changing the port in the Configuration wizard and I get an error. "The server port you chose is not used by the database server.  You must choose the port that the embedded dateabase servers uses" Which I didnt set it up, so i am not sure what that is and not sure where to find that. 

    I was also told to test an odbc connection, but i dont have any connection out there??  Can we add it or do you have any other suggestions??

     

    Any help with this would be greatly appreciated!! I need to get this taken care of ASAP.. I have put it off way too long.  Also I noticed that if I click into the Symantec shield at the taskbar on the server it says that it is off!!  So I need to fix this before anything happens!! 

     

    Thanks in advance!!



  • 2.  RE: Error logging into Endpoint Protection Manager

    Posted Feb 25, 2011 05:17 PM

    Give us more details on your environment.

    What is the OS of the server? What version of SEP 12 are you running? Do you have a backup of the database?

     

    Check this -

    Installation of Symantec Protection Center (SPC) fails to connect to database

    http://www.symantec.com/business/support/index?page=content&id=TECH130965&actp=search&viewlocale=en_US&searchid=1298672422288

    Another useful KB - Disaster Recovery for the Symantec Protection Center -

    http://www.symantec.com/business/support/index?page=content&id=TECH94393&actp=search&viewlocale=en_US&searchid=1298672215518



  • 3.  RE: Error logging into Endpoint Protection Manager

    Posted Feb 25, 2011 05:32 PM

    Server 2008.. And when I go to the "About" under help it says version of SEP is 12.0.122.192.. As for the database backed up, I am not sure where to look to see if I do have that.. Where would I find that??  Sorry I am not better at knowing all this stuff.  And thank you for your quick response.. Please let me know if you need any other information. 

     

    TIA



  • 4.  RE: Error logging into Endpoint Protection Manager

    Posted Feb 25, 2011 05:39 PM

     Did you change anything on this system before the issue occurred?

    12.0.122.192 is not the latest version, you should upgrade when you get the chance. 12.0.1001.95 is the latest version available.

     

    <edit> Looks like support for 2008 Server was added in RU1. You need to upgrade ASAP.

     

    New operating system support
    Symantec Endpoint Protection Small Business Edition adds operating system support on the client for the following platforms:

    • Microsoft Windows 7 (All versions)
    • Microsoft Windows 2008 R2
    • Microsoft Windows 2008 SP2
    • Microsoft Windows Vista SP2

    Symantec Endpoint Protection Small Business Edition adds operating system support on the server (Symantec Protection Center) for the following platforms:

    • Microsoft Windows 2008 R2
    • Microsoft Windows 2008 SP2

    http://www.symantec.com/business/support/index?page=content&id=TECH97444



  • 5.  RE: Error logging into Endpoint Protection Manager

    Posted Feb 25, 2011 05:52 PM

    Nope I havent changed anything.. How do I upgrade it??  Does it cost money to do that??



  • 6.  RE: Error logging into Endpoint Protection Manager

    Posted Feb 25, 2011 05:56 PM

    Doesn't cost money if you have a current support contract... Download the latest version here:

    https://fileconnect.symantec.com

    You will need your Serial # to access the download.

    Migration documentation is included in the download (it's in the Installation Guide PDF).



  • 7.  RE: Error logging into Endpoint Protection Manager

    Posted Feb 25, 2011 05:57 PM

    You can get the latest version from Fileconnect. You should be entitled, just log in with your valid serial number.

    https://fileconnect.symantec.com/licenselogin.jsp?localeStr=en_US



  • 8.  RE: Error logging into Endpoint Protection Manager

    Posted Feb 25, 2011 06:04 PM

    I am working from home and connecting remotely.. Is there a way to get the serial number somewhere on the server, or do i need the document that has it?? 



  • 9.  RE: Error logging into Endpoint Protection Manager

    Posted Feb 25, 2011 06:06 PM

    That would have been given in an email to whoever purchased the product. If you do not have that information, contact Customer Care. They should be able to help you, or point you in the right direction to get your serial number.

     

    http://www.symantec.com/business/support/assistance_care.jsp



  • 10.  RE: Error logging into Endpoint Protection Manager

    Posted Feb 25, 2011 06:07 PM

    Nevemind.. i found it :) we had a document with it on it.. :)

    So if I download that and install it, do you think it will fix my issues??  Or do I come back and let you knwo when that is done?



  • 11.  RE: Error logging into Endpoint Protection Manager

    Posted Feb 25, 2011 06:10 PM

    Not sure, but running a product version not supported on your server OS needs to be addressed before we can move forward. Keep me updated on your issue.

     

    Here is a helpful KB (SEP12 FAQ). Check it out before going forward.

    http://www.symantec.com/business/support/index?page=content&id=TECH96135&locale=en_US 

    Product Documentation -

    http://www.symantec.com/business/support/index?page=content&id=DOC2373&actp=search&viewlocale=en_US&searchid=1289228922293

    Installing and configuring Symantec Endpoint Protection Small Business Edition -

    http://www.symantec.com/business/support/index?page=content&id=TECH91893&locale=en_US

     

    Best,

    Thomas

     

    <Edit> Link fixed



  • 12.  RE: Error logging into Endpoint Protection Manager

    Posted Feb 25, 2011 06:48 PM

    The link didnt work??  I also tried to just search the # and didnt find it?? 

    I am in the progress of downloading the upgrade now.  :)



  • 13.  RE: Error logging into Endpoint Protection Manager

    Posted Feb 25, 2011 10:01 PM

    Well I got it downloaded on my home PC, but cant get it to my server.. The server wouldnt let me download it on there.. So i guess I will have to get back with you after I get this installed, which wont be until next week when I can go into work and get it transfered to the server.

     

    Thank you and I will let you know once I have it installed..



  • 14.  RE: Error logging into Endpoint Protection Manager

    Posted Mar 05, 2011 01:01 AM

    Sorry it took so long to get back to you, but today was the day I was able to get in and put it on the server and well I just tried running it and I get an error that says "Symantec Protection Center has detected that there are pending system changes that require a reboot.  Pleaser reboot and rerun the installation"

    Which I rebooted and tried it again and got the same message???  Any ideas??

     

    Thanks for your help!



  • 15.  RE: Error logging into Endpoint Protection Manager
    Best Answer

    Posted Mar 07, 2011 03:08 PM


  • 16.  RE: Error logging into Endpoint Protection Manager

    Posted Mar 07, 2011 03:44 PM

    If the instruction that Rafeeq provided does not resolve the issue, I would open a case with Symantec Support ASAP to get this issue looked at by our engineers.

     

    Online Portal - https://mysupport.symantec.com/

    Phone - http://www.symantec.com/business/support/contact_techsupp_static.jsp



  • 17.  RE: Error logging into Endpoint Protection Manager

    Posted Mar 10, 2011 09:50 PM

    Thank you Rafeeq, that worked to get the install to run and I ran it, but now I get an error on Management Server Upgrade Wizard.  It states "Unable to get the database schema version.  You must ensure that the database server is working and can be connected to from the Management Server"

    I am not sure what that means and what i should try to connect to.  I tried the Protection Manager, but I get the same error as at the begining of this post. 

    Thanks so much for you patients with me on this.  I really appreciate it.



  • 18.  RE: Error logging into Endpoint Protection Manager

    Posted Mar 10, 2011 11:06 PM

    do a repair of the manager from add/remove programs and then  run the management server configuration wizard again.



  • 19.  RE: Error logging into Endpoint Protection Manager

    Posted Mar 10, 2011 11:35 PM

    I dont see the manager in the add/remove programs? All I see for Symantec is the Symantec Protection Center and Symantec Endpoint Protection Client and then of course Live Update?



  • 20.  RE: Error logging into Endpoint Protection Manager

    Broadcom Employee
    Posted Mar 10, 2011 11:46 PM

    don't you have folders of SEPM in program files? If not, then rebuild the server using the Disaster recovery article.

    Are you trying to repair using the remote control?



  • 21.  RE: Error logging into Endpoint Protection Manager

    Posted Mar 11, 2011 08:11 PM

    You have 12.0 so it would be listed as Protection Center, do a repair, then run the migration it will work without any issue.:)

    Let me know if you have any questions.



  • 22.  RE: Error logging into Endpoint Protection Manager

    Posted Mar 12, 2011 12:05 AM

    Sorry still having issues... It says again that another install is running and to finish that one first... I tried the deleting of that registery file, but that didnt work.. Any other ideas?? is there a process I can kill that might be showing it that??  I am remoting in and trying to fix this, could that be the issue?? I dont have a key, so that is why I remote after hours, so i dont disturb any work anyone is doing.  I also tried to reboot to see if that would solve it, but that didnt work either. 

    If I uninstalled it, how hard and would it, just re-install??  what information do I need to know to start from the begining??  again cuz I remote in, I dont have much info here at home with me :)

    Thank again for the help! :)



  • 23.  RE: Error logging into Endpoint Protection Manager

    Posted Mar 13, 2011 09:22 PM

    open task manager and kill all the msiexec.exe and then run the repair.



  • 24.  RE: Error logging into Endpoint Protection Manager

    Posted Mar 13, 2011 10:55 PM

    K ran the repair and now is in the Migration wizard and it is asking for the IP or host name of the computer that has the Symantec System Center on it?  I tried auto detect and it brought that up that?? 



  • 25.  RE: Error logging into Endpoint Protection Manager

    Broadcom Employee
    Posted Mar 14, 2011 12:20 AM

    Are you installing SEPM or SAV?

    Not heard of asking for the SSC while installing SEPM!



  • 26.  RE: Error logging into Endpoint Protection Manager

    Posted Mar 14, 2011 02:01 AM

    please post a screen shot



  • 27.  RE: Error logging into Endpoint Protection Manager



  • 28.  RE: Error logging into Endpoint Protection Manager

    Posted Mar 14, 2011 03:01 PM

    Here is the print screen from the Migration wizard



  • 29.  RE: Error logging into Endpoint Protection Manager

    Posted Mar 14, 2011 03:02 PM

    I also tried to do the Management Server Config to see if that would work and here is the error I get.  How can i see what the database server is and or what port?? 



  • 30.  RE: Error logging into Endpoint Protection Manager

    Posted Mar 14, 2011 03:12 PM

    the first one shows about migration , lets skip that as of now

    for the second one do  u see embedded database service running

    do u have any confilict for port 2638? any other service using this port?



  • 31.  RE: Error logging into Endpoint Protection Manager

    Posted Mar 14, 2011 03:20 PM

    How can i check that??  Sorry, I am not familar with this stuff at all.. :(  Wish i had more experience..



  • 32.  RE: Error logging into Endpoint Protection Manager

    Posted Mar 14, 2011 03:30 PM

    start

    run

    netstat -ano

    do u see 2638? which exe is using that dbsrv9.exe or someother.



  • 33.  RE: Error logging into Endpoint Protection Manager

    Posted Mar 14, 2011 04:28 PM

    Nope I do not see the 2638 in that command.



  • 34.  RE: Error logging into Endpoint Protection Manager

    Posted Mar 14, 2011 05:17 PM

    is your database sql or embedded for symantec ?

    can u check in services.msc if you see symantec embedded database serive, did u run the repair of manager console frm add/remove programs?



  • 35.  RE: Error logging into Endpoint Protection Manager

    Posted Mar 14, 2011 05:24 PM

    Not sure on database, whether its SQL or embedded.... as for the the Symantec embedded database service, i do see it, but it is not started and when I tried to start it, it gave me an error: The Symantec Embedded Database service on Local Computer started an then stopped.  Some Services stop automatically if they are not in use by other services or programs.

    And yes I did the repair, but it didnt give me any wizard, it just showed a small grey box with a progress bar and it went for maybe a few minutes.  Do you want me to try it again?

     



  • 36.  RE: Error logging into Endpoint Protection Manager

    Posted Mar 19, 2011 11:11 AM

    Any other ideas?? 



  • 37.  RE: Error logging into Endpoint Protection Manager

    Posted Mar 19, 2011 12:47 PM

    How many workstations do you have connected to the server?



  • 38.  RE: Error logging into Endpoint Protection Manager

    Posted Mar 20, 2011 12:39 AM

    13 workstations. 



  • 39.  RE: Error logging into Endpoint Protection Manager

    Posted Mar 26, 2011 01:14 PM

    Should i just call Symantec Support on this??  And do you think I should be in the office or is it ok to be remoted??

     

    TIA



  • 40.  RE: Error logging into Endpoint Protection Manager

    Posted Mar 27, 2011 08:43 AM

    Yes, they use webex should be fine.