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Nothing able to see on home page

Created: 15 Oct 2012 • Updated: 25 Oct 2012 | 21 comments
This issue has been solved. See solution.

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Ashish-Sharma's picture

Hi,

Check this artical may be help.

Symantec Endpoint Protection Manager (SEPM) homepage shows "No data, ..." in "Security Response" box.

http://www.symantec.com/business/support/index?page=content&id=TECH105182

Symantec Endpoint Protection Manager homepage displays the following error:"No data, ..." in "Security Response" box and Severe with failing to load up the INDEXW.html file status under the logs session when running a report for server activity

http://www.symantec.com/business/support/index?page=content&id=TECH97386

Thanks In Advance

Ashish Sharma

pete_4u2002's picture

did you start seeing this today?

was it working fine earlier? was there any change?

can you try restart the sepm service and verify if it fixes the issue?

Nagesh Singh's picture

Thanks to response Pete_4u2002,

As I have mention above we have restarted the IIS service as well as SEPM services.

Secondly this problem appeared yesterday on word. Before that it was working fine.

Thanks & Regards,

Nagesh Singh

Chetan Savade's picture

Hi Nagesh,

Install Java.

Run the Management Server Configuration Wizard.
 
Referenced from the Java website: http://www.java.com/en/download/faq/java_win64bit.xml "If a x64bit machine uses both the 32bit and 64bit versions of Internet Explorer, then both the 32bit and 64bit versions of Java need to be installed".
 
Check ODBC connectivity as well.

Home, Monitors, and Reports tabs are blank in the Symantec Endpoint Protection Manager Remote Console

http://www.symantec.com/docs/TECH103832

Home, Reports and Monitors tabs are Blank in the Symantec Endpoint Protection Manager Remote Console on Windows Server 2008 SP1 and Windows Vista

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.<

Nagesh Singh's picture

Hi,

It was working previously but now it’s not working last from 2 days.

If we have Java version problem so how it was work previously?

Thanks & Regards,

Nagesh Singh

pete_4u2002's picture

can you check scm-ui log and scm-server-0.log, does it shows any message?

Nagesh Singh's picture

Thanks Pete_4u2002,

I have check scm-server-0.log and found Error .

2012-10-16 11:23:50.863 SEVERE: Datastore error in: com.sygate.scm.server.task.AgentLogCollector

Can you please tell me how I can check my issue related error?

Please find some log of SCM-server-0.

    at java.util.TimerThread.run(Timer.java:462)
2012-10-16 11:46:51.142 SEVERE: Datastore error in: com.sygate.scm.server.task.AgentLogCollector
java.lang.NumberFormatException: For input string: "VFSGLOBAL"
    at java.lang.NumberFormatException.forInputString(NumberFormatException.java:48)
    at java.lang.Integer.parseInt(Integer.java:449)
    at java.lang.Integer.parseInt(Integer.java:499)
    at com.sygate.scm.server.db.util.DatabaseUtilities.setUpPreparedStatementForOneColumn(DatabaseUtilities.java:1109)
    at com.sygate.scm.server.db.util.DatabaseUtilities.setUpPreparedStatement(DatabaseUtilities.java:1033)
    at com.sygate.scm.server.logreader.sep.BatchLogHandler.process(BatchLogHandler.java:171)
    at com.sygate.scm.server.logreader.sep.LogHandler.process(LogHandler.java:86)
    at com.sygate.scm.server.task.AgentLogCollector.enumerateInbox(AgentLogCollector.java:289)
    at com.sygate.scm.server.task.AgentLogCollector.run(AgentLogCollector.java:106)
    at java.util.TimerThread.mainLoop(Timer.java:512)
    at java.util.TimerThread.run(Timer.java:462)
com.sygate.scm.server.util.ServerException: Datastore error
    at com.sygate.scm.server.logreader.sep.BatchLogHandler.process(BatchLogHandler.java:222)
    at com.sygate.scm.server.logreader.sep.LogHandler.process(LogHandler.java:86)
    at com.sygate.scm.server.task.AgentLogCollector.enumerateInbox(AgentLogCollector.java:289)
    at com.sygate.scm.server.task.AgentLogCollector.run(AgentLogCollector.java:106)
    at java.util.TimerThread.mainLoop(Timer.java:512)
    at java.util.TimerThread.run(Timer.java:462)
2012-10-16 12:02:31.336 SEVERE: Datastore error in: com.sygate.scm.server.task.AgentLogCollector
java.lang.NumberFormatException: For input string: "VFSGLOBAL"
    at java.lang.NumberFormatException.forInputString(NumberFormatException.java:48)
    at java.lang.Integer.parseInt(Integer.java:449)
    at java.lang.Integer.parseInt(Integer.java:499)
    at com.sygate.scm.server.db.util.DatabaseUtilities.setUpPreparedStatementForOneColumn(DatabaseUtilities.java:1109)
    at com.sygate.scm.server.db.util.DatabaseUtilities.setUpPreparedStatement(DatabaseUtilities.java:1033)
    at com.sygate.scm.server.logreader.sep.BatchLogHandler.process(BatchLogHandler.java:171)
    at com.sygate.scm.server.logreader.sep.LogHandler.process(LogHandler.java:86)
    at com.sygate.scm.server.task.AgentLogCollector.enumerateInbox(AgentLogCollector.java:289)
    at com.sygate.scm.server.task.AgentLogCollector.run(AgentLogCollector.java:106)
    at java.util.TimerThread.mainLoop(Timer.java:512)
    at java.util.TimerThread.run(Timer.java:462)
com.sygate.scm.server.util.ServerException: Datastore error
    at com.sygate.scm.server.logreader.sep.BatchLogHandler.process(BatchLogHandler.java:222)
    at com.sygate.scm.server.logreader.sep.LogHandler.process(LogHandler.java:86)
    at com.sygate.scm.server.task.AgentLogCollector.enumerateInbox(AgentLogCollector.java:289)
    at com.sygate.scm.server.task.AgentLogCollector.run(AgentLogCollector.java:106)
    at java.util.TimerThread.mainLoop(Timer.java:512)
    at java.util.TimerThread.run(Timer.java:462)
2012-10-16 12:51:11.400 SEVERE: Datastore error in: com.sygate.scm.server.task.AgentLogCollector
java.lang.NumberFormatException: For input string: "VFSGLOBAL"
    at java.lang.NumberFormatException.forInputString(NumberFormatException.java:48)
    at java.lang.Integer.parseInt(Integer.java:449)
    at java.lang.Integer.parseInt(Integer.java:499)
    at com.sygate.scm.server.db.util.DatabaseUtilities.setUpPreparedStatementForOneColumn(DatabaseUtilities.java:1109)
    at com.sygate.scm.server.db.util.DatabaseUtilities.setUpPreparedStatement(DatabaseUtilities.java:1033)
    at com.sygate.scm.server.logreader.sep.BatchLogHandler.process(BatchLogHandler.java:171)
    at com.sygate.scm.server.logreader.sep.LogHandler.process(LogHandler.java:86)
    at com.sygate.scm.server.task.AgentLogCollector.enumerateInbox(AgentLogCollector.java:289)
    at com.sygate.scm.server.task.AgentLogCollector.run(AgentLogCollector.java:106)
    at java.util.TimerThread.mainLoop(Timer.java:512)
    at java.util.TimerThread.run(Timer.java:462)
com.sygate.scm.server.util.ServerException: Datastore error
    at com.sygate.scm.server.logreader.sep.BatchLogHandler.process(BatchLogHandler.java:222)
    at com.sygate.scm.server.logreader.sep.LogHandler.process(LogHandler.java:86)
    at com.sygate.scm.server.task.AgentLogCollector.enumerateInbox(AgentLogCollector.java:289)
    at com.sygate.scm.server.task.AgentLogCollector.run(AgentLogCollector.java:106)
    at java.util.TimerThread.mainLoop(Timer.java:512)
    at java.util.TimerThread.run(Timer.java:462)
2012-10-16 13:25:51.892 SEVERE: Datastore error in: com.sygate.scm.server.task.AgentLogCollector
java.lang.NumberFormatException: For input string: "VFSGLOBAL"
    at java.lang.NumberFormatException.forInputString(NumberFormatException.java:48)
    at java.lang.Integer.parseInt(Integer.java:449)
    at java.lang.Integer.parseInt(Integer.java:499)
    at com.sygate.scm.server.db.util.DatabaseUtilities.setUpPreparedStatementForOneColumn(DatabaseUtilities.java:1109)
    at com.sygate.scm.server.db.util.DatabaseUtilities.setUpPreparedStatement(DatabaseUtilities.java:1033)
    at com.sygate.scm.server.logreader.sep.BatchLogHandler.process(BatchLogHandler.java:171)
    at com.sygate.scm.server.logreader.sep.LogHandler.process(LogHandler.java:86)
    at com.sygate.scm.server.task.AgentLogCollector.enumerateInbox(AgentLogCollector.java:289)
    at com.sygate.scm.server.task.AgentLogCollector.run(AgentLogCollector.java:106)
    at java.util.TimerThread.mainLoop(Timer.java:512)
    at java.util.TimerThread.run(Timer.java:462)
com.sygate.scm.server.util.ServerException: Datastore error
    at com.sygate.scm.server.logreader.sep.BatchLogHandler.process(BatchLogHandler.java:222)
    at com.sygate.scm.server.logreader.sep.LogHandler.process(LogHandler.java:86)
    at com.sygate.scm.server.task.AgentLogCollector.enumerateInbox(AgentLogCollector.java:289)
    at com.sygate.scm.server.task.AgentLogCollector.run(AgentLogCollector.java:106)
    at java.util.TimerThread.mainLoop(Timer.java:512)
    at java.util.TimerThread.run(Timer.java:462)

Thanks & Regards,

Nagesh Singh

SMLatCST's picture

Can you review the below articles and advise if they help?  Both appear to address the symtoms of your issue:

http://www.symantec.com/docs/TECH103853

http://www.symantec.com/docs/TECH93809

Unfortunately, neither really helps to clarify why this would suddenly start happening...

Nagesh Singh's picture

Dear All,

Can you Please suggest,

still we are unable to see any thing on Home page as well monitor page?

Thanks & Regards,

Nagesh Singh

Ghent's picture

Also, check the Apache\Logs\Reporting.log file. This will show any PHP type errors. I suspect you'll find a lot of SQL Query errors.

Nagesh Singh's picture

Share the actual path and what is the solution for the same?

Thanks & Regards,

Nagesh Singh

Ghent's picture

I don't have a SEPM in front of me at teh moment, but the complete path should be something like C:\Program Files (x86)\Symantec\Symantec Endpoint Protection Manager\apache\logs\reporting.log, depending on your install directory. Just look for apache in your install directory. And of course, the solution all depends or the type of errors you have.

Nagesh Singh's picture

Hi Ghent,

Thanks to response..

I have found reporting.log at below path.

drive\Program Files (x86)\Symantec\Symantec Endpoint Protection Manager\Inetpub\Reporting\Temp\reporting.lon

And please find the Error massage and confirm whether this is right place and right log which you want me to share with you.

2012-10-16 19:11:19        ERROR 0001: IP address changed during session.  Login is invalidated.  does not match ::1.

2012-10-16 19:11:20        ERROR 0001: IP address changed during session.  Login is invalidated.  does not match ::1.

2012-10-16 19:11:20        ERROR 0001: IP address changed during session.  Login is invalidated.  does not match ::1.

2012-10-16 19:11:21        ERROR 0001: IP address changed during session.  Login is invalidated.  does not match ::1.

2012-10-16 19:11:21        ERROR 0001: IP address changed during session.  Login is invalidated.  does not match ::1.

2012-10-16 19:17:46        I18nInventory could not translate key: DBDATA_OS_LANG_153

2012-10-17 18:16:40        ERROR 0001: IP address changed during session.  Login is invalidated. My IP address (10.98.82.88) does not match 10.96.13.8.

2012-10-17 18:17:14        ERROR 0001: IP address changed during session.  Login is invalidated. My IP address (10.98.82.88)does not match 10.96.13.8.

2012-10-17 18:20:36        I18nInventory could not translate key: DBDATA_OS_LANG_153

2012-10-18 18:26:56        I18nInventory could not translate key: DBDATA_OS_LANG_153

2012-10-19 19:04:04        I18nInventory could not translate key: DBDATA_OS_LANG_153

Thanks & Regards,

Nagesh Singh

Ghent's picture

1) You seem to be connecting over IPv6, probably unintentionally (that is what the ::1 is about, this is an IPv6 local-loopback. The IPv6 equivilent of 127.0.0.1). Try connecting as 127.0.0.1, or using the given IPv4 address of the system.

2) IP address changed durring session error
You are not the only customer to have this issue. I believe we fixed this in SEP 12.1 RU1. Try RU2, which should be release soon, to see if this issue is fixed. But until RU2 is released here is some information about what's happening and then how to work around it.

This issue is normally happens if you have a proxy server of some sort. This is due to the fact that the SEPM Console is split into two parts internally. The Apache/PHP part (or IIS/PHP in the case of SEPM 11.x) on port 8014 or 8445 (first 3 tabs), and the Tomcat/Java part over port 8443 (bottom 3 tabs). When you first login in using the console, you are authenticated using the Tomcat/Java half on port 8443.

After that Tomcat tells the console, "You can now login to the Apache/PHP half using this session ID: ----".
At the same time Tomcat calls Apache/PHP and says, "Hey, if you see someone with Session ID ---- comming from IP address A.B.C.D, it is an authenticated connection."

In your case, when the console tries to connect to Apache over port 8014 (or 8445) Apache says, "Hey, your IP address doesn't match what Tomcat told me to expect."

In my experiance, this happens when you have a proxy (I assume there could be other reasons, but that's the primary one).

When the console connects using the Tomcat/Java portion, the Java installed on your system has its own set of proxy settings. Most customers do not have Java proxy settings enabled, so you connect directly.

Then, when the Apache/PHP part kicks in, this loads an Internet Explorer frame inside the java console -- so effectively you are using IE to browse the first 3 tabs. Most customers that have a proxy will have their IE proxy settings set. So when the console tries to the following happens:
IE is loaded into the Java console as a frame.
IE loads and is told to go to SEPM to download the home page.
IE checks the IE proxy settings.
IE goes to the proxy server and says, "Get me this web page."
And now here is the important part: The proxy goes to SEPM and says, "I want this page"
Here is where SEPM says, "Hey, your IP address changed, I can't trust you!"

If you are on the SEPM server, then the console, by default, connects to 'localhost' for yor authentication, then goes out to the proxy and has the proxy connect back to retrieve the "Home Page".

Solutions:

Remove both the IE and Java proxy settings from the computer you're trying to use SEPM on. This will make both the Java portion and the IE portion of the console connect directly without a proxy.

You could try adding proxy settings to both IE and Java, but I do not recommend this. The reason is, due to how the console was coded, some connection/requests may not honor the proxy settings. Thus you'll still run into the issue.

I hope that fixes your issue!

John Santana's picture

How about reinstalling the Java runtime engine from the built in SEPM directory ?

Kind regards,

John Santana
IT Professional

--------------------------------------------------

Please be nice to me as I'm newbie in this forum.

Ghent's picture

I don't see how that would help. The top three tabs are run by PHP which is hosted by Apache. You can run them via the "Reporting console" without Java. My point being I doubt this is a Java dependency related issue.

A. Wesker's picture

Oops !

Hello Nagesh.

For your information, any information displayed on SEPM Console (excepted the graphic information) are the information present on your Database.

If there is an issue like information not correctly updated on your SEPM interface then it's coming from your Database or permissions issue.

As you mentioned that it was working perfectly 2 days ago, I highly suspect that something happened 2 days ago.

So ...

Did you get any power interruption ? Even a short network outage ?

You probably have an Embedded Database as you mentioned you restarted the SEPM services

Could you please try the ODBC connection test that Chetan already mentioned on his feedback ? => http://www.symantec.com/docs/TECH103832

Let us know the results of the ODBC test to ensure the connection to your Database is working correctly.

Next step:

Ensure before to not run your SEPM Console and to stop the SEPM Services (Symantec Endpoint Protection Manager and Symantec Embedded Database).

Then the funny actions to do because your scm-server-0.log clearly mentioned what's going on.

All your managed SEP clients are sending to your SEPM some threads (ie: .dat file; tmp file, .err file when stuck for too long time, etc...). These threads are sent by following the Heartbeat Interval set on the Groups where your SEP clients are (communication settings aspect).

Your scm-server-0.log is telling you that AgentLogCollector is encountering an issue and even the BatchLogHandlerProcess as well (more known as the process bcp.exe) that regularly loads and unloads on your SEPM server in order to handle the threads received from your managed SEP clients.

As the issue started to occur 2 days ago, there is a very high chance that you have plenty of threads stuck on your SEPM server at this time.

To verify that point, you can go to the Symantec Endpoint Protection Manager installation path and go to the following directories:

%\Symantec Endpoint Protection Manager\data\inbox\agentinfo\

And check all the subfolders inside the directory below as well.

%\Symantec Endpoint Protection Manager\data\inbox\logs\

(ie: behavior, traffic, lansensor, security, etc ...).

Delete all the .dat, .tmp, .err files stuck over there. Do not delete any folders for sure wink

Don't worry about their deletion, your managed SEP clients will still send their threads continuously by following their Heartbeat Interval.

So if you see new recent threads coming up, do not try to delete them.

Restart your SEPM services.

Restart IIS as well.

Try to connect back to your SEPM Console and see if it's still blank like before or not.

Further step if it's still not working:

Try to search with the help of Windows Search the log file called "agentlogcollector" and attach it there then we will be able to see what can be done as it will probably reveal important information related to your issue.

As an example, it has been noticed in the past that sometimes after some Windows updates some permissions on some SEPM folders has been changed (known with 11.0 MR4 MP2 from personnal experience with some customers).

So you could check at the same occasion the folder "data" => %\Symantec Endpoint Protection Manager\data

Check on the security tabs of the "data" folder if "Everyone" is on Full Access and these permissions are correctly herited for all files and subfolders inside of the data folder. If it's not set like that, fix it.

Keep us updated cheeky

Kind Regards,

A. Wesker

Nagesh Singh's picture

Dear Thanks,

This issue has been resolved.

Actually I have found If I login on my system with my login Id I cannot see anything on Home as well as Monitor page but if I try to login with my Login on other system then I can see everything  properly.

Finally I have found there are some registry entries missing on my Local system.

Below are the attachment and registry path which were missing:

Again thanks to all to giving response on this.

Save this as reg extension and check

HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Microsoft\Windows\CurrentVersion\Internet Settings

Windows Registry Editor Version 5.00

[HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Microsoft\Windows\CurrentVersion]

[HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Microsoft\Windows\CurrentVersion\Internet Settings]
"Security_HKLM_only"=dword:00000000
"Security_options_edit"=dword:00000000
"Security_zones_map_edit"=dword:00000000

[HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Microsoft\Windows\CurrentVersion\Internet Settings\Cache]
"Persistent"=dword:00000000
 

Thanks & Regards,

Nagesh Singh

SOLUTION
Ghent's picture

Ah, so probably a zone trust issue.

We should of started with the basic troubleshooting step: "Try the IE-Only Reporting console", that would of lead us in the correct direction.

John Santana's picture

Cool, so in thiscase, non-IE browser should be no problem then ?

Kind regards,

John Santana
IT Professional

--------------------------------------------------

Please be nice to me as I'm newbie in this forum.

Ghent's picture

Remember, the Console (or Java Console as we call it), is running "IE Embedded" inside of it. So in this context, you can't actually use an alternate browser.

But if you use the "Reporting Console", which is what we call it when you launch just a browser and go to SEPMs reporting pages, then yes, you can use any (supported) browser of your choose. You just don't have the bottem 3 tabs Policies, Clients and Admin, on the "Reporting Console".