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  • 1.  SEP 12: services do not stay started, can't connect to endpoint manager

    Posted Jul 17, 2013 09:55 PM

    symantec embedded database service and symantec endpoint protection manager services do not stay started

    ---I know there have been discussions on this....i copied my logs because they looked different than other's.  Thanks in advance!

     

    2013-07-17 21:30:08.508 THREAD 1 SEVERE: ================== Server Environment ===================
    2013-07-17 21:30:08.508 THREAD 1 SEVERE: os.name = Windows Server 2008 R2
    2013-07-17 21:30:08.508 THREAD 1 SEVERE: os.version = 6.1
    2013-07-17 21:30:08.508 THREAD 1 SEVERE: os.arch = x86
    2013-07-17 21:30:08.508 THREAD 1 SEVERE: java.version = 1.6.0_26
    2013-07-17 21:30:08.508 THREAD 1 SEVERE: java.vendor = Sun Microsystems Inc.
    2013-07-17 21:30:08.508 THREAD 1 SEVERE: java.vm.name = Java HotSpot(TM) Server VM
    2013-07-17 21:30:08.508 THREAD 1 SEVERE: java.vm.version = 20.1-b02
    2013-07-17 21:30:08.508 THREAD 1 SEVERE: java.home = C:\Program Files (x86)\Symantec\Symantec Endpoint Protection Manager\jre
    2013-07-17 21:30:08.508 THREAD 1 SEVERE: catalina.home = C:\Program Files (x86)\Symantec\Symantec Endpoint Protection Manager\tomcat
    2013-07-17 21:30:08.524 THREAD 1 SEVERE: java.user = null
    2013-07-17 21:30:08.524 THREAD 1 SEVERE: user.language = en
    2013-07-17 21:30:08.524 THREAD 1 SEVERE: user.country = US
    2013-07-17 21:30:08.524 THREAD 1 SEVERE: scm.server.version = 12.1.1000.157
    2013-07-17 21:30:11.831 THREAD 1 SEVERE: Database Schema Version = 12.1.1.0
    2013-07-17 21:30:12.580 THREAD 1 SEVERE: Unexpected server error. in: com.sygate.scm.server.servlet.StartupServlet
    com.sygate.scm.server.metadata.MetadataException: [Sybase][ODBC Driver][SQL Anywhere]Internal database error *** ERROR *** Assertion failed: 201503[sem5] (11.0.1.2472)
    Record 0x2 not present on page 0x0:0x12b1a -- transaction rolled back
    at com.sygate.scm.server.metadata.MetadataManager.getStateMetadata(MetadataManager.java:939)
    at com.sygate.scm.server.metadata.MetadataManager.getStateMetadata(MetadataManager.java:210)
    at com.sygate.scm.server.configmanager.ConfigManager.getStateObject(ConfigManager.java:1358)
    at com.sygate.scm.server.configmanager.ConfigManager.getSemServerStateObject(ConfigManager.java:3390)
    at com.sygate.scm.server.servlet.StartupServlet.registerServer(StartupServlet.java:377)
    at com.sygate.scm.server.servlet.StartupServlet.init(StartupServlet.java:137)
    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)
    Caused by: java.sql.SQLException: [Sybase][ODBC Driver][SQL Anywhere]Internal database error *** ERROR *** Assertion failed: 201503[sem5] (11.0.1.2472)
    Record 0x2 not present on page 0x0:0x12b1a -- transaction rolled back
    at ianywhere.ml.jdbcodbc.jdbc3.IIResultSet.getBytes(Native Method)
    at ianywhere.ml.jdbcodbc.jdbc3.IResultSet.getBytes(IResultSet.java:413)
    at org.apache.tomcat.dbcp.dbcp.DelegatingResultSet.getBytes(DelegatingResultSet.java:291)
    at org.apache.tomcat.dbcp.dbcp.DelegatingResultSet.getBytes(DelegatingResultSet.java:291)
    at com.sygate.scm.server.metadata.StateMetadataCollection.getMetadataFromResultSet(StateMetadataCollection.java:666)
    at com.sygate.scm.server.metadata.StateMetadataCollection.getMetadata(StateMetadataCollection.java:78)
    at com.sygate.scm.server.metadata.MetadataManager.getStateMetadata(MetadataManager.java:937)
    ... 31 more
    com.sygate.scm.server.util.ServerException: Unexpected server error.
    at com.sygate.scm.server.configmanager.ConfigManager.getStateObject(ConfigManager.java:1372)
    at com.sygate.scm.server.configmanager.ConfigManager.getSemServerStateObject(ConfigManager.java:3390)
    at com.sygate.scm.server.servlet.StartupServlet.registerServer(StartupServlet.java:377)
    at com.sygate.scm.server.servlet.StartupServlet.init(StartupServlet.java:137)
    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)
    Caused by: com.sygate.scm.server.metadata.MetadataException: [Sybase][ODBC Driver][SQL Anywhere]Internal database error *** ERROR *** Assertion failed: 201503[sem5] (11.0.1.2472)
    Record 0x2 not present on page 0x0:0x12b1a -- transaction rolled back
    at com.sygate.scm.server.metadata.MetadataManager.getStateMetadata(MetadataManager.java:939)
    at com.sygate.scm.server.metadata.MetadataManager.getStateMetadata(MetadataManager.java:210)
    at com.sygate.scm.server.configmanager.ConfigManager.getStateObject(ConfigManager.java:1358)
    ... 29 more
    Caused by: java.sql.SQLException: [Sybase][ODBC Driver][SQL Anywhere]Internal database error *** ERROR *** Assertion failed: 201503[sem5] (11.0.1.2472)
    Record 0x2 not present on page 0x0:0x12b1a -- transaction rolled back
    at ianywhere.ml.jdbcodbc.jdbc3.IIResultSet.getBytes(Native Method)
    at ianywhere.ml.jdbcodbc.jdbc3.IResultSet.getBytes(IResultSet.java:413)
    at org.apache.tomcat.dbcp.dbcp.DelegatingResultSet.getBytes(DelegatingResultSet.java:291)
    at org.apache.tomcat.dbcp.dbcp.DelegatingResultSet.getBytes(DelegatingResultSet.java:291)
    at com.sygate.scm.server.metadata.StateMetadataCollection.getMetadataFromResultSet(StateMetadataCollection.java:666)
    at com.sygate.scm.server.metadata.StateMetadataCollection.getMetadata(StateMetadataCollection.java:78)
    at com.sygate.scm.server.metadata.MetadataManager.getStateMetadata(MetadataManager.java:937)
    ... 31 more
     


  • 2.  RE: SEP 12: services do not stay started, can't connect to endpoint manager

    Posted Jul 17, 2013 10:04 PM

    Can you enable advanced logging per this KBA:

    http://www.symantec.com/docs/TECH102413



  • 3.  RE: SEP 12: services do not stay started, can't connect to endpoint manager

    Posted Jul 18, 2013 12:25 AM

    Hi,

    The following steps have been shown to resolve this issue. Note that these steps assume the default installation directories for the SEPM:

    1. Navigate to C:\Program Files\Symantec\Symantec Endpoint Protection Manager\db\ within Windows Explorer.
    2. Locate the sem5.log and rename it to sem5.log.old
    3. Open a command prompt  and navigate to the following location: C:\Program Files\Symantec\Symantec Endpoint Protection Manager\ASA\win32
    4. Issue the following command: dbsrv11 -f "C:\Program Files\Symantec\Symantec Endpoint Protection Manager\db\sem5.db
    5. Start the Symantec Embedded Database service through the service control manager (services.msc). 

    Check this article

    http://www.symantec.com/business/support/index?page=content&id=TECH169664



  • 4.  RE: SEP 12: services do not stay started, can't connect to endpoint manager

    Posted Jul 18, 2013 01:53 AM

    Hi

    Please repair the SEPM and run Management Server Wizard

    Regards

     



  • 5.  RE: SEP 12: services do not stay started, can't connect to endpoint manager

    Posted Jul 18, 2013 04:21 AM

    Hello,

    when the Embedded DB service does not start, most likely the DB got corrupted, you'll likely need to restore it from a working backup copy.

     



  • 6.  RE: SEP 12: services do not stay started, can't connect to endpoint manager

    Posted Jul 18, 2013 05:18 AM

    See this article

    The Symantec Endpoint Protection Manager service doesn't stay started

    Article:TECH95362  |  Created: 2009-01-03  |  Updated: 2010-11-02  |  Article URL http://www.symantec.com/docs/TECH95362

    See Thread

    https://www-secure.symantec.com/connect/forums/sepm-12-embedded-database-rebuild-fails#comment-6143771



  • 7.  RE: SEP 12: services do not stay started, can't connect to endpoint manager

    Posted Jul 18, 2013 05:32 AM

    Hi thippe,

     

    Can you use an HD Bench/Monitor tool and see if in event viewer as well if you can see any disk error ?

    If so, I would advise you to perform a Disaster Recovery and/or reinstall your SEPM on another disk.

    Cause I highly suspect if you re-create the sem5.log, in the next 4 hours when the database maintenance task will run, your sem5.log will roll back again and the SEPM service will be down again.

    Sounds like the best option to do if you want to get rid of that permanently.

     

    Kind regards,

    A. Wesker

     



  • 8.  RE: SEP 12: services do not stay started, can't connect to endpoint manager

    Posted Jul 18, 2013 09:56 AM

    sep wont let me restore, it says a connection to the database cannot be obtained when using database backup and restore tool.  

    Did you mean copy the actual SEM5.DB file from a good tape backup?



  • 9.  RE: SEP 12: services do not stay started, can't connect to endpoint manager

    Posted Jul 18, 2013 10:27 AM

    No, I did not mean to just copy the SEM5.DB, the backup and restore tool is the right way to do that.

    Try to repair and reconfigure the SEPM too. Anyway, at this stage, a call to the support service could be more appropriate to review the logs and get less generic accurate suggestions.



  • 10.  RE: SEP 12: services do not stay started, can't connect to endpoint manager

    Posted Jul 19, 2013 01:13 AM

    Hi

    Can you please update on the solution provided

    Regards