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Failed to connect to the server

Created: 12 Sep 2012 • Updated: 12 Sep 2012 | 22 comments

Hi

I cannot log on to the Symantec Endpoint Protection Manager. It is the second time this week the database connection crashes.  A few days ago I replaced the database with a backup and everything worked again fine but now it's down again.  So it's no use to do that again.

This is the dbvalidator.log:

2012-09-12 11:08:00.816 THREAD 1 INFO: logger initialized ...
2012-09-12 11:08:00.816 THREAD 1 INFO: SEPM Server Home:[C:\Program Files (x86)\Symantec\Symantec Endpoint Protection Manager\Tools\..\tomcat]
2012-09-12 11:08:59.741 THREAD 1 INFO: Initialized the database.
2012-09-12 11:09:59.529 THREAD 1 SEVERE: Error occurred.
com.sygate.scm.server.metadata.MetadataException:
 at com.sygate.scm.server.metadata.MetadataManager.getConnectionNoCheckRequireTransactionId(MetadataManager.java:899)
 at com.sygate.scm.server.metadata.MetadataManager.getConnection(MetadataManager.java:865)
 at com.sygate.scm.server.metadata.MetadataManager.getConnection(MetadataManager.java:905)
 at com.sygate.scm.server.metadata.MetadataManager.getMetadata(MetadataManager.java:931)
 at com.sygate.scm.server.metadata.MetadataManager.getMetadata(MetadataManager.java:234)
 at com.sygate.scm.server.configmanager.ConfigManagerCache.prepareTopLevelObject(ConfigManagerCache.java:362)
 at com.sygate.scm.server.configmanager.ConfigManagerCache.getTopLevelObject(ConfigManagerCache.java:275)
 at com.sygate.scm.server.configmanager.ConfigManager.getTopLevelObject(ConfigManager.java:348)
 at com.sygate.scm.server.configmanager.ConfigManager.getSemConfigRootObject(ConfigManager.java:2068)
 at com.sygate.scm.tools.ludbfix.XmlValidator.<init>(XmlValidator.java:120)
 at com.sygate.scm.tools.ludbfix.XmlValidator.main(XmlValidator.java:547)
Caused by: java.sql.SQLException: [Sybase][ODBC Driver][SQL Anywhere]Database server not found
 at ianywhere.ml.jdbcodbc.jdbc3.IDriver.makeODBCConnection(Native Method)
 at ianywhere.ml.jdbcodbc.jdbc3.IDriver.connect(IDriver.java:769)
 at java.sql.DriverManager.getConnection(DriverManager.java:582)
 at java.sql.DriverManager.getConnection(DriverManager.java:207)
 at ianywhere.ml.jdbcodbc.jdbc3.ASADataSource.getConnection(ASADataSource.java:313)
 at com.sygate.scm.server.db.util.DatabaseUtilities.getDataSourceDBConnection(DatabaseUtilities.java:520)
 at com.sygate.scm.server.db.util.DatabaseUtilities.getDefaultDatabaseConnection(DatabaseUtilities.java:417)
 at com.sygate.scm.server.db.util.DatabaseUtilities.getDefaultDatabaseConnection(DatabaseUtilities.java:402)
 at com.sygate.scm.server.db.util.DatabaseUtilities.getDefaultDatabaseConnection(DatabaseUtilities.java:392)
 at com.sygate.scm.server.metadata.MetadataManager.getConnectionNoCheckRequireTransactionId(MetadataManager.java:897)
 ... 10 more
com.sygate.scm.server.util.ServerException: Unexpected server error.
 at com.sygate.scm.server.configmanager.ConfigManagerCache.prepareTopLevelObject(ConfigManagerCache.java:379)
 at com.sygate.scm.server.configmanager.ConfigManagerCache.getTopLevelObject(ConfigManagerCache.java:275)
 at com.sygate.scm.server.configmanager.ConfigManager.getTopLevelObject(ConfigManager.java:348)
 at com.sygate.scm.server.configmanager.ConfigManager.getSemConfigRootObject(ConfigManager.java:2068)
 at com.sygate.scm.tools.ludbfix.XmlValidator.<init>(XmlValidator.java:120)
 at com.sygate.scm.tools.ludbfix.XmlValidator.main(XmlValidator.java:547)
Caused by: com.sygate.scm.server.metadata.MetadataException:
 at com.sygate.scm.server.metadata.MetadataManager.getConnectionNoCheckRequireTransactionId(MetadataManager.java:899)
 at com.sygate.scm.server.metadata.MetadataManager.getConnection(MetadataManager.java:865)
 at com.sygate.scm.server.metadata.MetadataManager.getConnection(MetadataManager.java:905)
 at com.sygate.scm.server.metadata.MetadataManager.getMetadata(MetadataManager.java:931)
 at com.sygate.scm.server.metadata.MetadataManager.getMetadata(MetadataManager.java:234)
 at com.sygate.scm.server.configmanager.ConfigManagerCache.prepareTopLevelObject(ConfigManagerCache.java:362)
 ... 5 more
Caused by: java.sql.SQLException: [Sybase][ODBC Driver][SQL Anywhere]Database server not found
 at ianywhere.ml.jdbcodbc.jdbc3.IDriver.makeODBCConnection(Native Method)
 at ianywhere.ml.jdbcodbc.jdbc3.IDriver.connect(IDriver.java:769)
 at java.sql.DriverManager.getConnection(DriverManager.java:582)
 at java.sql.DriverManager.getConnection(DriverManager.java:207)
 at ianywhere.ml.jdbcodbc.jdbc3.ASADataSource.getConnection(ASADataSource.java:313)
 at com.sygate.scm.server.db.util.DatabaseUtilities.getDataSourceDBConnection(DatabaseUtilities.java:520)
 at com.sygate.scm.server.db.util.DatabaseUtilities.getDefaultDatabaseConnection(DatabaseUtilities.java:417)
 at com.sygate.scm.server.db.util.DatabaseUtilities.getDefaultDatabaseConnection(DatabaseUtilities.java:402)
 at com.sygate.scm.server.db.util.DatabaseUtilities.getDefaultDatabaseConnection(DatabaseUtilities.java:392)
 at com.sygate.scm.server.metadata.MetadataManager.getConnectionNoCheckRequireTransactionId(MetadataManager.java:897)
 ... 10 more

and this is the scm-server-0.log

2012-09-12 11:08:00.816 THREAD 1 INFO: logger initialized ...
2012-09-12 11:08:00.816 THREAD 1 INFO: SEPM Server Home:[C:\Program Files (x86)\Symantec\Symantec Endpoint Protection Manager\Tools\..\tomcat]
2012-09-12 11:08:59.741 THREAD 1 INFO: Initialized the database.
2012-09-12 11:09:59.529 THREAD 1 SEVERE: Error occurred.
com.sygate.scm.server.metadata.MetadataException:
 at com.sygate.scm.server.metadata.MetadataManager.getConnectionNoCheckRequireTransactionId(MetadataManager.java:899)
 at com.sygate.scm.server.metadata.MetadataManager.getConnection(MetadataManager.java:865)
 at com.sygate.scm.server.metadata.MetadataManager.getConnection(MetadataManager.java:905)
 at com.sygate.scm.server.metadata.MetadataManager.getMetadata(MetadataManager.java:931)
 at com.sygate.scm.server.metadata.MetadataManager.getMetadata(MetadataManager.java:234)
 at com.sygate.scm.server.configmanager.ConfigManagerCache.prepareTopLevelObject(ConfigManagerCache.java:362)
 at com.sygate.scm.server.configmanager.ConfigManagerCache.getTopLevelObject(ConfigManagerCache.java:275)
 at com.sygate.scm.server.configmanager.ConfigManager.getTopLevelObject(ConfigManager.java:348)
 at com.sygate.scm.server.configmanager.ConfigManager.getSemConfigRootObject(ConfigManager.java:2068)
 at com.sygate.scm.tools.ludbfix.XmlValidator.<init>(XmlValidator.java:120)
 at com.sygate.scm.tools.ludbfix.XmlValidator.main(XmlValidator.java:547)
Caused by: java.sql.SQLException: [Sybase][ODBC Driver][SQL Anywhere]Database server not found
 at ianywhere.ml.jdbcodbc.jdbc3.IDriver.makeODBCConnection(Native Method)
 at ianywhere.ml.jdbcodbc.jdbc3.IDriver.connect(IDriver.java:769)
 at java.sql.DriverManager.getConnection(DriverManager.java:582)
 at java.sql.DriverManager.getConnection(DriverManager.java:207)
 at ianywhere.ml.jdbcodbc.jdbc3.ASADataSource.getConnection(ASADataSource.java:313)
 at com.sygate.scm.server.db.util.DatabaseUtilities.getDataSourceDBConnection(DatabaseUtilities.java:520)
 at com.sygate.scm.server.db.util.DatabaseUtilities.getDefaultDatabaseConnection(DatabaseUtilities.java:417)
 at com.sygate.scm.server.db.util.DatabaseUtilities.getDefaultDatabaseConnection(DatabaseUtilities.java:402)
 at com.sygate.scm.server.db.util.DatabaseUtilities.getDefaultDatabaseConnection(DatabaseUtilities.java:392)
 at com.sygate.scm.server.metadata.MetadataManager.getConnectionNoCheckRequireTransactionId(MetadataManager.java:897)
 ... 10 more
com.sygate.scm.server.util.ServerException: Unexpected server error.
 at com.sygate.scm.server.configmanager.ConfigManagerCache.prepareTopLevelObject(ConfigManagerCache.java:379)
 at com.sygate.scm.server.configmanager.ConfigManagerCache.getTopLevelObject(ConfigManagerCache.java:275)
 at com.sygate.scm.server.configmanager.ConfigManager.getTopLevelObject(ConfigManager.java:348)
 at com.sygate.scm.server.configmanager.ConfigManager.getSemConfigRootObject(ConfigManager.java:2068)
 at com.sygate.scm.tools.ludbfix.XmlValidator.<init>(XmlValidator.java:120)
 at com.sygate.scm.tools.ludbfix.XmlValidator.main(XmlValidator.java:547)
Caused by: com.sygate.scm.server.metadata.MetadataException:
 at com.sygate.scm.server.metadata.MetadataManager.getConnectionNoCheckRequireTransactionId(MetadataManager.java:899)
 at com.sygate.scm.server.metadata.MetadataManager.getConnection(MetadataManager.java:865)
 at com.sygate.scm.server.metadata.MetadataManager.getConnection(MetadataManager.java:905)
 at com.sygate.scm.server.metadata.MetadataManager.getMetadata(MetadataManager.java:931)
 at com.sygate.scm.server.metadata.MetadataManager.getMetadata(MetadataManager.java:234)
 at com.sygate.scm.server.configmanager.ConfigManagerCache.prepareTopLevelObject(ConfigManagerCache.java:362)
 ... 5 more
Caused by: java.sql.SQLException: [Sybase][ODBC Driver][SQL Anywhere]Database server not found
 at ianywhere.ml.jdbcodbc.jdbc3.IDriver.makeODBCConnection(Native Method)
 at ianywhere.ml.jdbcodbc.jdbc3.IDriver.connect(IDriver.java:769)
 at java.sql.DriverManager.getConnection(DriverManager.java:582)
 at java.sql.DriverManager.getConnection(DriverManager.java:207)
 at ianywhere.ml.jdbcodbc.jdbc3.ASADataSource.getConnection(ASADataSource.java:313)
 at com.sygate.scm.server.db.util.DatabaseUtilities.getDataSourceDBConnection(DatabaseUtilities.java:520)
 at com.sygate.scm.server.db.util.DatabaseUtilities.getDefaultDatabaseConnection(DatabaseUtilities.java:417)
 at com.sygate.scm.server.db.util.DatabaseUtilities.getDefaultDatabaseConnection(DatabaseUtilities.java:402)
 at com.sygate.scm.server.db.util.DatabaseUtilities.getDefaultDatabaseConnection(DatabaseUtilities.java:392)
 at com.sygate.scm.server.metadata.MetadataManager.getConnectionNoCheckRequireTransactionId(MetadataManager.java:897)
 ... 10 more
 

Comments 22 CommentsJump to latest comment

Ashish-Sharma's picture

Hi,

What sepm version are you using ?

As per log Database server not found

Thanks In Advance

Ashish Sharma

Mithun Sanghavi's picture

Hello,

Could you let us know - 

1) What version of SEP are you carrying? Is that SEP 11.x OR SEP 12.1?

2) Are you carrying any Backup of the Database?

3) Is there enough Disk space on the Server machine?

4) Did you restart the server machine and check if the issue is getting resolved?

5) Could you please upload the scm-server-0.log from the SEPM machine

This issue is very similar to the Issue in this Thread: 

https://www-secure.symantec.com/connect/forums/sepm-dont-work-embedded-database-service-are-down

Hope that helps!!

Mithun Sanghavi
Senior Consultant
MIM | MCSA | MCTS | STS | SSE | SSE+ | ITIL v3

Don't forget to mark your thread as 'SOLVED' with the answer that best helped you.

Chetan Savade's picture

Hi,

Logs are not giving any fruitful information.

Could you also check catalina.out log file.

In previous version i.e. with SEP 11 version we have seen this issue couple of time, could you please confirm SEPM version & Operating System details?

Check till the date SEP release to know the exact SEP version.

http://bit.ly/m0vOJp

A few things you can always check at first place

1) Check ODBC connectivity

2) Check SEPM, Embedded service running or not?

3) Try to repair SEPM through add/remove programs or through original setup files.

Chetan Savade
Sr.Technical Support Engineer, Endpoint Security
Enterprise Technical Support
CCNA | CCNP | MCSE | SCTS |

Don't forget to mark your thread as 'SOLVED' with the answer that best helps you.<

Wouter Leeuwerck's picture

SEP Client Version 12.1.671.4971
SEPM Version 12.1.671.4971
SIS Version 12.1.671.4971
But I think we started with version 9 and upgraded each time to the newest version

ODBC System DSN is empty but I never changed anything over there

Loggin on to the management server results in
1) error message "Failed to connect to the server"
2) the services "Symantec Embedded database" and the "Symantec Endpoint Protection Manager" stop.

I cannot reinstall the same version because it gives error message that it cannot connect to the database.

Catalina.out log file:

[TraceMgr] Opening log file C:\Program Files (x86)\Symantec\Symantec Endpoint Protection Manager\tomcat/logs\ajaxswing.log
Protecting dada/output/agent folder with ACLs ...
Has valid SAV license
Info>> No SNAC license file in C:\Program Files (x86)\Symantec\Symantec Endpoint Protection Manager\tomcat\etc\license
Inside startup service Init
Could not connect to the database, wait for 1 second to retry... caller: getDataSourceDBConnection
Could not connect to the database, wait for 1 second to retry... caller: getDataSourceDBConnection
Could not connect to the database, wait for 1 second to retry... caller: getDataSourceDBConnection
Could not connect to the database, wait for 1 second to retry... caller: getDataSourceDBConnection
Could not connect to the database, wait for 1 second to retry... caller: getDataSourceDBConnection
Could not connect to the database, wait for 1 second to retry... caller: getDataSourceDBConnection
Could not connect to the database, wait for 1 second to retry... caller: getDataSourceDBConnection
Could not connect to the database, wait for 1 second to retry... caller: getDataSourceDBConnection
Could not connect to the database, wait for 1 second to retry... caller: getDataSourceDBConnection
Could not connect to the database, wait for 1 second to retry... caller: getDataSourceDBConnection
Could not connect to the database, wait for 1 second to retry... caller: getDataSourceDBConnection
Could not connect to the database, wait for 1 second to retry... caller: getDataSourceDBConnection
Could not connect to the database, wait for 1 second to retry... caller: getDataSourceDBConnection
Could not connect to the database, wait for 1 second to retry... caller: getDataSourceDBConnection
Could not connect to the database, wait for 1 second to retry... caller: getDataSourceDBConnection
Could not connect to the database, wait for 1 second to retry... caller: getDataSourceDBConnection
Could not connect to the database, wait for 1 second to retry... caller: getDataSourceDBConnection
Could not connect to the database, wait for 1 second to retry... caller: getDataSourceDBConnection
Could not connect to the database, wait for 1 second to retry... caller: getDataSourceDBConnection
com.sygate.scm.server.util.ScmServerError: Failed to connect to database after tried 20 times, please start the database!
 at com.sygate.scm.server.servlet.StartupServlet.init(StartupServlet.java:129)
 at org.apache.catalina.core.StandardWrapper.loadServlet(StandardWrapper.java:1173)
 at org.apache.catalina.core.StandardWrapper.load(StandardWrapper.java:993)
 at org.apache.catalina.core.StandardContext.loadOnStartup(StandardContext.java:4420)
 at org.apache.catalina.core.StandardContext.start(StandardContext.java:4733)
 at org.apache.catalina.core.ContainerBase.addChildInternal(ContainerBase.java:799)
 at org.apache.catalina.core.ContainerBase.addChild(ContainerBase.java:779)
 at org.apache.catalina.core.StandardHost.addChild(StandardHost.java:601)
 at org.apache.catalina.startup.HostConfig.deployDescriptor(HostConfig.java:675)
 at org.apache.catalina.startup.HostConfig.deployDescriptors(HostConfig.java:601)
 at org.apache.catalina.startup.HostConfig.deployApps(HostConfig.java:502)
 at org.apache.catalina.startup.HostConfig.start(HostConfig.java:1315)
 at org.apache.catalina.startup.HostConfig.lifecycleEvent(HostConfig.java:324)
 at org.apache.catalina.util.LifecycleSupport.fireLifecycleEvent(LifecycleSupport.java:142)
 at org.apache.catalina.core.ContainerBase.start(ContainerBase.java:1061)
 at org.apache.catalina.core.StandardHost.start(StandardHost.java:840)
 at org.apache.catalina.core.ContainerBase.start(ContainerBase.java:1053)
 at org.apache.catalina.core.StandardEngine.start(StandardEngine.java:463)
 at org.apache.catalina.core.StandardService.start(StandardService.java:525)
 at org.apache.catalina.core.StandardServer.start(StandardServer.java:754)
 at org.apache.catalina.startup.Catalina.start(Catalina.java:595)
 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.start(Bootstrap.java:289)
 at org.apache.catalina.startup.Bootstrap.main(Bootstrap.java:414)
Could not connect to the database, wait for 1 second to retry... caller: getDataSourceDBConnection
 

Mithun Sanghavi's picture

Hello,

What you have upload is the catalina.out and not the scm-server-0.log

As per the catalina.out, it shows error as below:

Failed to connect to database after tried 20 times, please start the database!

Check this Article:

Symantec Endpoint Protection Manager could not connect to the database.

http://www.symantec.com/business/support/index?page=content&id=TECH172812

and

also check this Thread: https://www-secure.symantec.com/connect/forums/sepm-dont-work-embedded-database-service-are-down

Secondly, it is also recommended to migrate to the Latest version of SEP 12.1 RU1 and later to SEP 12.1 RU1 MP1.

Hope that helps!!

Mithun Sanghavi
Senior Consultant
MIM | MCSA | MCTS | STS | SSE | SSE+ | ITIL v3

Don't forget to mark your thread as 'SOLVED' with the answer that best helped you.

Chetan Savade's picture

Hi,

Could you check sem5.log size? Because there is a known issue.

Could you check following article.

Symantec Endpoint Protection Manager (SEPM) database transaction log (sem5.log) consumes excessive hard drive space in SEP SBE 12.1 RU1

http://www.symantec.com/docs/TECH178718

Chetan Savade
Sr.Technical Support Engineer, Endpoint Security
Enterprise Technical Support
CCNA | CCNP | MCSE | SCTS |

Don't forget to mark your thread as 'SOLVED' with the answer that best helps you.<

Wouter Leeuwerck's picture

Hi

The scm-server-0.log was already uploaded in my initial cry for help.

The first article: I can not even perform step 1: backup the database because it cannot connect to it.

THe second thread, I tried already, it does not work.

Maybe stupid question; where do I download RU1 and RU1 MP1?

I'm thinking about replacing the corrupt database with the one I already restored once and then upgrade SEP immediately.  Maybe this wil prevent the database from crashing again?

Mithun Sanghavi's picture

Hello,

It is always recommended to restore the Database on the same version of SEPM from which it was taken the backup from.

Example: SEPM 12.1.671 database should be restored on same version of SEPM.

To Migration you could download Installation Packages from Symantec FileConnecthttps://fileconnect.symantec.com

To understand the Downloads of Symantec Endpoint Protection (SEP) 12.1 available on Symantec FileConnect website, check this Article: 

https://www-secure.symantec.com/connect/articles/understanding-downloads-symantec-endpoint-protection-sep-121-available-symantec-fileconnect

Here are few steps to look at for Migration:

1) How to upgrade the Symantec Endpoint Protection Manager (SEPM) to Version 12.1 RU1

http://www.symantec.com/docs/TECH176260

2) a) Upgrading or migrating to Symantec Endpoint Protection 12.1.1000 (RU1)

http://www.symantec.com/business/support/index?page=content&id=TECH174545

b) Upgrading or migrating to Symantec Endpoint Protection 12.1.1101 (RU1 MP1)

http://www.symantec.com/business/support/index?page=content&id=TECH187753

3) Steps to prepare computers to install Symantec Endpoint Protection 12.1 client

http://www.symantec.com/docs/TECH163112

4) Activating your Symantec Endpoint Protection 12.1 product license

http://www.symantec.com/business/support/index?page=content&id=TECH162623

WhitePaper for Migration: https://www-secure.symantec.com/connect/downloads/migration-whitepaper-symantec-endpoint-protection-version-121

Hope that helps!!

Mithun Sanghavi
Senior Consultant
MIM | MCSA | MCTS | STS | SSE | SSE+ | ITIL v3

Don't forget to mark your thread as 'SOLVED' with the answer that best helped you.

Chetan Savade's picture

Hi,

You have not confirmed the size of sem5.log file?

Chetan Savade
Sr.Technical Support Engineer, Endpoint Security
Enterprise Technical Support
CCNA | CCNP | MCSE | SCTS |

Don't forget to mark your thread as 'SOLVED' with the answer that best helps you.<

SameerU's picture

Hi

Please repair the SEPM

Regards

Wouter Leeuwerck's picture

The sem5.log file was 3 136 KB.
The database could not be repaired because connecting to it was impossible.

Yesterday I put back a backup of the database and upgraded to 12.1.1 MP1.
For the moment everything seems to work just fine.
I hope it lasts.

Chetan Savade's picture

Hi,

It's good to know it's working fine.

sem5.log file size is around only 3 MB so definitely it's not causing the issue.

Keep an eye on the size of sem5.db and sem5.log file for at least the next few days.

Make sure DB maintenance options are checked i.e. truncate transaction log and rebuild indexes.

Chetan Savade
Sr.Technical Support Engineer, Endpoint Security
Enterprise Technical Support
CCNA | CCNP | MCSE | SCTS |

Don't forget to mark your thread as 'SOLVED' with the answer that best helps you.<

Wouter Leeuwerck's picture

Database still working fine so I guess the update fixed the problem.
Chetan, can you tell me where to look for those DB maintenance options?
 

Chetan Savade's picture

Hi,

DB maintenance options are present under SEPM --> Admin --> Servers --> Select Localhost --> Edit database properties --> Make sure truncate the transaction logs and rebuild indexes are selected.

Actual sem5.db & sem5.log are present at following directory.

C:or installed drive\Program Files\Symantec\Symantec Endpoint Protection Manager\db

Chetan Savade
Sr.Technical Support Engineer, Endpoint Security
Enterprise Technical Support
CCNA | CCNP | MCSE | SCTS |

Don't forget to mark your thread as 'SOLVED' with the answer that best helps you.<

Aurius-kn's picture

Hi,

I am wondering, why I don't see the servers option at all in my SEPM console. And many other KB articles have screenshots which I never seen on my install - like DB maintenance etc. Is that related to the fact that we bought SBE suite?

Jagannath Patro's picture

Hi,

I want to add multiple e-mail id in sepm server for receiving e-mail notifications for different notification conditions so, any one can help for this as I tried but not finding any solution.

Advance Thanks & waiting for earliest solution.

Thanks & Regards,

Jagannath Patro

Chetan Savade's picture

Hi,

There are two weekly scheduled reports & seven pre-defined notifications configured by Symantec

Schedule Reports location: SEPM --> Reports --> Scheduled Reports

Predefined Notifications location:

SEPM--> Monitors--> Notifications --> View Notifications --> Notifications Conditions

Edit the notifications or reports & add an emails addresses.

Chetan Savade
Sr.Technical Support Engineer, Endpoint Security
Enterprise Technical Support
CCNA | CCNP | MCSE | SCTS |

Don't forget to mark your thread as 'SOLVED' with the answer that best helps you.<

SameerU's picture

Hi

Please repair the SEPM

Regards

SameerU's picture

Hi

Have you repaired and Reconfigured the Management Server Wizard

Regards

Biff Ogerton's picture

Greetings,

I am having a problem logging into the Symantec Endpoint protection manager.

I looked around at a lot of posts and problems.

I have tried increasing the java heap space and i was able to get in once.

I am getting the failed to connect to server message.

Here is the content of the scm-server-0.log

2013-07-22 23:33:01.714 SEVERE: ================== Server Environment ===================
2013-07-22 23:33:01.715 SEVERE: os.name = Windows Server 2008
2013-07-22 23:33:01.715 SEVERE: os.version = 6.1
2013-07-22 23:33:01.716 SEVERE: os.arch = x86
2013-07-22 23:33:01.716 SEVERE: java.version = 1.6.0_14
2013-07-22 23:33:01.716 SEVERE: java.vendor = Sun Microsystems Inc.
2013-07-22 23:33:01.717 SEVERE: java.vm.name = Java HotSpot(TM) Server VM
2013-07-22 23:33:01.717 SEVERE: java.vm.version = 14.0-b16
2013-07-22 23:33:01.717 SEVERE: java.home = C:\Program Files (x86)\Symantec\Symantec Protection Center\jdk\jre
2013-07-22 23:33:01.718 SEVERE: catalina.home = C:\Program Files (x86)\Symantec\Symantec Protection Center\tomcat
2013-07-22 23:33:01.718 SEVERE: java.user = null
2013-07-22 23:33:01.718 SEVERE: user.language = en
2013-07-22 23:33:01.719 SEVERE: user.country = US
2013-07-22 23:33:01.719 SEVERE: scm.server.version = 12.0.1001.95
2013-07-22 23:33:03.706 SEVERE: ================== StartClientTransport ===================
2013-07-22 23:33:03.970 SEVERE: Schedule is started!
2013-07-22 23:33:30.378 SEVERE: Unknown Exception in: com.sygate.scm.server.task.PackageTask
java.lang.OutOfMemoryError: GC overhead limit exceeded
    at com.sybase.jdbc2.utils.BufferPool.makeBuffer(BufferPool.java:234)
    at com.sybase.jdbc2.utils.BufferPool.getBI(BufferPool.java:219)
    at com.sybase.jdbc2.timedio.InStreamMgr.setBuffer(InStreamMgr.java:431)
    at com.sybase.jdbc2.timedio.Dbio.doRead(Dbio.java:230)
    at com.sybase.jdbc2.timedio.InStreamMgr.readIfOwner(InStreamMgr.java:516)
    at com.sybase.jdbc2.timedio.InStreamMgr.doRead(InStreamMgr.java:277)
    at com.sybase.jdbc2.tds.TdsProtocolContext.getChunk(TdsProtocolContext.java:580)
    at com.sybase.jdbc2.tds.PduInputFormatter.readPacket(PduInputFormatter.java:229)
    at com.sybase.jdbc2.tds.PduInputFormatter.skip(PduInputFormatter.java:147)
    at com.sybase.jdbc2.utils.CacheStream.skip(CacheStream.java:264)
    at java.io.FilterInputStream.skip(FilterInputStream.java:125)
    at com.sybase.jdbc2.jdbc.RawInputStream.doneReading(RawInputStream.java:529)
    at com.sybase.jdbc2.jdbc.RawInputStream.checkDone(RawInputStream.java:496)
    at com.sybase.jdbc2.jdbc.RawInputStream.close(RawInputStream.java:441)
    at com.sygate.scm.server.util.DatabaseInputStream.close(DatabaseInputStream.java:42)
    at com.sygate.scm.util.IOUtilities.closeInputStream(IOUtilities.java:49)
    at com.sygate.scm.server.task.PackageTask.checkLiveUpdateDirectory(PackageTask.java:1537)
    at com.sygate.scm.server.task.PackageTask.run(PackageTask.java:269)
    at java.util.TimerThread.mainLoop(Timer.java:512)
    at java.util.TimerThread.run(Timer.java:462)
2013-07-22 23:34:15.183 SEVERE: Unknown Exception in: com.sygate.scm.server.task.PackageTask
java.lang.OutOfMemoryError: Java heap space
2013-07-22 23:34:44.823 SEVERE: Unknown Exception
java.lang.OutOfMemoryError: GC overhead limit exceeded
2013-07-22 23:34:49.021 SEVERE: Unknown Exception in: com.sygate.scm.server.consolemanager.RequestHandler
java.lang.OutOfMemoryError: GC overhead limit exceeded
2013-07-22 23:34:51.230 SEVERE: Unknown Exception
java.lang.OutOfMemoryError: Java heap space
2013-07-22 23:34:52.198 SEVERE: Unknown Exception in: com.sygate.scm.server.task.PackageTask
java.lang.OutOfMemoryError: GC overhead limit exceeded
2013-07-22 23:34:52.321 SEVERE: Shuting down server ...
 

here is the content of catalina.out

Jul 22, 2013 11:33:00 PM org.apache.coyote.http11.Http11BaseProtocol init
INFO: Initializing Coyote HTTP/1.1 on http-9090
Jul 22, 2013 11:33:01 PM org.apache.coyote.http11.Http11BaseProtocol init
INFO: Initializing Coyote HTTP/1.1 on http-8443
Starting service SCM
Apache Tomcat/4.1.37-LE-jdk1.4
Has valid SAV license
Info>> No SNAC license file in C:\Program Files (x86)\Symantec\Symantec Protection Center\tomcat\etc\license
Jul 22, 2013 11:33:01 PM com.sygate.scm.server.util.ServerLogger writeHeader
SEVERE: ================== Server Environment ===================
Jul 22, 2013 11:33:01 PM com.sygate.scm.server.util.ServerLogger writeHeader
SEVERE: os.name = Windows Server 2008
Jul 22, 2013 11:33:01 PM com.sygate.scm.server.util.ServerLogger writeHeader
SEVERE: os.version = 6.1
Jul 22, 2013 11:33:01 PM com.sygate.scm.server.util.ServerLogger writeHeader
SEVERE: os.arch = x86
Jul 22, 2013 11:33:01 PM com.sygate.scm.server.util.ServerLogger writeHeader
SEVERE: java.version = 1.6.0_14
Jul 22, 2013 11:33:01 PM com.sygate.scm.server.util.ServerLogger writeHeader
SEVERE: java.vendor = Sun Microsystems Inc.
Jul 22, 2013 11:33:01 PM com.sygate.scm.server.util.ServerLogger writeHeader
SEVERE: java.vm.name = Java HotSpot(TM) Server VM
Jul 22, 2013 11:33:01 PM com.sygate.scm.server.util.ServerLogger writeHeader
SEVERE: java.vm.version = 14.0-b16
Jul 22, 2013 11:33:01 PM com.sygate.scm.server.util.ServerLogger writeHeader
SEVERE: java.home = C:\Program Files (x86)\Symantec\Symantec Protection Center\jdk\jre
Jul 22, 2013 11:33:01 PM com.sygate.scm.server.util.ServerLogger writeHeader
SEVERE: catalina.home = C:\Program Files (x86)\Symantec\Symantec Protection Center\tomcat
Jul 22, 2013 11:33:01 PM com.sygate.scm.server.util.ServerLogger writeHeader
SEVERE: java.user = null
Jul 22, 2013 11:33:01 PM com.sygate.scm.server.util.ServerLogger writeHeader
SEVERE: user.language = en
Jul 22, 2013 11:33:01 PM com.sygate.scm.server.util.ServerLogger writeHeader
SEVERE: user.country = US
Jul 22, 2013 11:33:01 PM com.sygate.scm.server.util.ServerLogger writeHeader
SEVERE: scm.server.version = 12.0.1001.95
AdminCredentials :: valueBound :: ::::::::::::::
AdminCredentials :: valueBound :: Settings online :: Previous status 1
AdminCredentials :: valueBound :: ::::::::::::::
AdminCredentials :: valueBound :: Settings online :: Previous status 1
Jul 22, 2013 11:34:15 PM org.apache.tomcat.util.threads.ThreadPool$ControlRunnable run
SEVERE: Caught exception (java.lang.OutOfMemoryError: Java heap space) executing org.apache.tomcat.util.net.LeaderFollowerWorkerThread@1e0a806, terminating thread
AdminCredentials :: valueBound :: ::::::::::::::
AdminCredentials :: valueBound :: Settings online :: Previous status 1
Exception in thread "Timer-5" java.lang.OutOfMemoryError: GC overhead limit exceeded
Jul 22, 2013 11:34:51 PM org.apache.tomcat.util.threads.ThreadPool$ControlRunnable run
SEVERE: Caught exception (java.lang.OutOfMemoryError: GC overhead limit exceeded) executing org.apache.tomcat.util.net.LeaderFollowerWorkerThread@1e0a806, terminating thread
Jul 22, 2013 11:34:51 PM org.apache.commons.modeler.Registry unregisterComponent
SEVERE: Error unregistering mbean
java.lang.OutOfMemoryError: GC overhead limit exceeded
Exception in thread "http-8443-Processor4" java.lang.OutOfMemoryError: GC overhead limit exceeded
Jul 22, 2013 11:34:51 PM org.apache.tomcat.util.threads.ThreadPool$ControlRunnable run
SEVERE: Caught exception (java.lang.OutOfMemoryError: Java heap space) executing org.apache.tomcat.util.net.LeaderFollowerWorkerThread@1e0a806, terminating thread
Stopping service SCM
AdminCredentials :: valueUnBound :: ::::::::::::::
AdminCredentials :: valueUnbound :: Settings offline :: Previous status 1

Can anyone please help.

It seems that there is a problem with java here.

Our license expired 2 days ago and we have been trying to log in for a few days now so we could fix that.

Thanks In Advance

Chetan Savade's picture

Hi,

It's a Java related issue only.

Have you tried the steps given in this article

Symantec Endpoint Protection Manager (SEPM) replication fails with a Java error "GC overhead limit exceeded "

http://www.symantec.com/docs/TECH153840

If yes, repair the SEPM through add/remove program and try.

Chetan Savade
Sr.Technical Support Engineer, Endpoint Security
Enterprise Technical Support
CCNA | CCNP | MCSE | SCTS |

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