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SEPM not starting after recent SEP security update (SEPM 11.0 RU7 MP4a)

Migration User

Migration UserFeb 24, 2014 11:36 AM

i have not tried upgrade.bat
ℬrίαη

ℬrίαηFeb 24, 2014 11:38 AM

Check the result after running upgrade.bat
ℬrίαη

ℬrίαηFeb 24, 2014 11:57 AM

Is the SEPM service in a "Stopped" state?
Migration User

Migration UserFeb 24, 2014 12:02 PM

yes. it does not start.

  • 1.  SEPM not starting after recent SEP security update (SEPM 11.0 RU7 MP4a)

    Posted Feb 24, 2014 10:35 AM

     

    Event log errors:

    semsv failed to start: Could not find the service start class.

    catalina.err:

    java.lang.NoClassDefFoundError: org/apache/juli/logging/LogFactory
    at org.apache.catalina.startup.Bootstrap.<clinit>(Bootstrap.java:60)
    Caused by: java.lang.ClassNotFoundException: org.apache.juli.logging.LogFactory
    at java.net.URLClassLoader$1.run(URLClassLoader.java:366)
    at java.net.URLClassLoader$1.run(URLClassLoader.java:355)
    at java.security.AccessController.doPrivileged(Native Method)
    at java.net.URLClassLoader.findClass(URLClassLoader.java:354)
    at java.lang.ClassLoader.loadClass(ClassLoader.java:424)
    at sun.misc.Launcher$AppClassLoader.loadClass(Launcher.java:308)
    at java.lang.ClassLoader.loadClass(ClassLoader.java:357)
    ... 1 more
     
     
    scm-server-0.log
    2014-02-23 16:43:28.362 SEVERE: ================== Server Environment ===================
    2014-02-23 16:43:28.377 SEVERE: os.name = Windows 2003
    2014-02-23 16:43:28.377 SEVERE: os.version = 5.2
    2014-02-23 16:43:28.377 SEVERE: os.arch = x86
    2014-02-23 16:43:28.377 SEVERE: java.version = 1.7.0_25
    2014-02-23 16:43:28.377 SEVERE: java.vendor = Oracle Corporation
    2014-02-23 16:43:28.377 SEVERE: java.vm.name = Java HotSpot(TM) Client VM
    2014-02-23 16:43:28.393 SEVERE: java.vm.version = 23.25-b01
    2014-02-23 16:43:28.393 SEVERE: java.home = D:\Program Files\Symantec\Symantec Endpoint Protection Manager\jre
    2014-02-23 16:43:28.393 SEVERE: catalina.home = D:\Program Files\Symantec\Symantec Endpoint Protection Manager\Tools\..\tomcat
    2014-02-23 16:43:28.409 SEVERE: java.user = null
    2014-02-23 16:43:28.455 SEVERE: user.language = en
    2014-02-23 16:43:28.502 SEVERE: user.country = US
    2014-02-23 16:43:28.534 SEVERE: scm.server.version = 11.0.7405.1424
    2014-02-23 16:43:29.690 INFO: Server side cache PERCETAGE_OF_TOTAL_MEMORY=0.3  PERCETAGE_OF_MEMORY_TO_REMOVE=0.2
    2014-02-23 16:43:29.690 INFO: Server side cache PERCETAGE_OF_TOTAL_MEMORY=0.3  PERCETAGE_OF_MEMORY_TO_REMOVE=0.2
     
     

    I tried SEPM repair which does not help. I have tried looking up the solution here on these forums, and nothing I try works.

    Any help will be appreciated.

     

    Thanks!

    Mike



  • 2.  RE: SEPM not starting after recent SEP security update (SEPM 11.0 RU7 MP4a)

    Posted Feb 24, 2014 10:36 AM

    Can you run the symhelp tool to see if any errors come up?

    About Symantec Help (SymHelp)

    http://www.symantec.com/docs/TECH170735

    Troubleshooting computer issues with the Symantec Help support tool

    http://www.symantec.com/docs/HOWTO80839
     



  • 3.  RE: SEPM not starting after recent SEP security update (SEPM 11.0 RU7 MP4a)

    Posted Feb 24, 2014 11:00 AM

    what happened when you ran the repair? did you get any error?

    have you tried running upgrade.bat ?



  • 4.  RE: SEPM not starting after recent SEP security update (SEPM 11.0 RU7 MP4a)

    Posted Feb 24, 2014 11:35 AM

    ran symhelp tool. Here is what came up:

     
    Title: Some or all of the Symantec Endpoint Protection Manager communications tests have failed
    Product: Endpoint Protection Console
     
    Details:
    ------------------------------------------------------------------------------------------------------------------
    Error    Manager Self Communications
    Status Address Port Response
    Error 10.0.1.8 8014 Error: The remote server returned an error: (503) Server Unavailable.
    Ok 127.0.0.1 8014 <body><h1>OK.</h1>
    ------------------------------------------------------------------------------------------------------------------
     

    Title: The Endpoint Protection Console is not using its configured ports

    Product: Endpoint Protection Console
     
    Details:
    ------------------------------------------------------------------------------------------------------------------
    Error    No application is using Tomcat Shutdown(SemSvc.exe)'s  configured port 8765 with a state of 'Listen'. 
    ------------------------------------------------------------------------------------------------------------------
    Error    No application is using Remote Console Logon(SemSvc.exe)'s  configured port 9090 with a state of 'Listen'. 
    ------------------------------------------------------------------------------------------------------------------
    Error    No application is using IIS Secured(System)'s  configured port 443 with a state of 'Listen'. 
    ------------------------------------------------------------------------------------------------------------------
    Error    No application is using SQL Database Server(sqlserver.exe)'s  configured port 1433 with a state of 'Established'. 
    ------------------------------------------------------------------------------------------------------------------
    Error    No application is using Remote Management Console(SemSvc.exe)'s  configured port 8443 with a state of 'Listen'. 
    ------------------------------------------------------------------------------------------------------------------
    Error    No application is using RADIUS Communication(w3wp.exe)'s  configured port 1812 with a state of 'Listen'. 
    ------------------------------------------------------------------------------------------------------------------
    Ok    SepM and IIS location W3SVC/2/ROOT are using the port 8014
    ------------------------------------------------------------------------------------------------------------------
    Ok    IIS location W3SVC/2/ROOT is not configured for SSL.
    ------------------------------------------------------------------------------------------------------------------
     
    Title: Microsoft IIS is  notcorrectly configured for Endpoint Protection Console
    Product: Endpoint Protection Console
     
    Status: Error
     
     
    Details:
    ------------------------------------------------------------------------------------------------------------------
    Error    SEPM Virtual Directories Paths
    Status Location Status Expected
    Error W3SVC/2/ROOT Incorrect D:\Program Files\Symantec\Symantec Endpoint Protection Manager\Inetpub\
    Error W3SVC/2/ROOT/content Incorrect D:\Program Files\Symantec\Symantec Endpoint Protection Manager\Inetpub\content
    Error W3SVC/2/ROOT/ClientPackages Incorrect D:\Program Files\Symantec\Symantec Endpoint Protection Manager\Inetpub\ClientPackages
    Error W3SVC/2/ROOT/Reporting Incorrect D:\Program Files\Symantec\Symantec Endpoint Protection Manager\Inetpub\Reporting
    Error W3SVC/2/ROOT/secars Incorrect D:\Program Files\Symantec\Symantec Endpoint Protection Manager\Inetpub\secars
    Error W3SVC/2/ROOT/secreg Incorrect D:\Program Files\Symantec\Symantec Endpoint Protection Manager\Inetpub\secreg
    ------------------------------------------------------------------------------------------------------------------
    Ok    IIS web sites found with a port matching that configured for the SEPM
    ------------------------------------------------------------------------------------------------------------------
    REST is OK.
     
     
     

     

     



  • 5.  RE: SEPM not starting after recent SEP security update (SEPM 11.0 RU7 MP4a)

    Posted Feb 24, 2014 11:36 AM

    i have not tried upgrade.bat



  • 6.  RE: SEPM not starting after recent SEP security update (SEPM 11.0 RU7 MP4a)

    Posted Feb 24, 2014 11:37 AM

    also, I posted the report, from SymHelp but it has been queued for moderation, so that will be posted later



  • 7.  RE: SEPM not starting after recent SEP security update (SEPM 11.0 RU7 MP4a)

    Posted Feb 24, 2014 11:38 AM

    Check the result after running upgrade.bat



  • 8.  RE: SEPM not starting after recent SEP security update (SEPM 11.0 RU7 MP4a)

    Posted Feb 24, 2014 11:39 AM
    1. Run the upgrade wizard located: 'C:\Program Files\Symantec\Symantec Endpoint Protection Manager\bin\upgrade.bat'


  • 9.  RE: SEPM not starting after recent SEP security update (SEPM 11.0 RU7 MP4a)

    Posted Feb 24, 2014 11:52 AM

    upgrade.bat stops at the initializing stage, and next is available to click. If I click next, it takes me to the upgrade successful screen, with options to start sepm service and console. attempting to login gives me same errors as I've had



  • 10.  RE: SEPM not starting after recent SEP security update (SEPM 11.0 RU7 MP4a)

    Posted Feb 24, 2014 11:57 AM

    Is the SEPM service in a "Stopped" state?



  • 11.  RE: SEPM not starting after recent SEP security update (SEPM 11.0 RU7 MP4a)

    Posted Feb 24, 2014 11:59 AM

    Upgrade.bat should run without any issues, have you tried doing a reboot and doing an uprade?

    Are you running a SQL or embedded DB?



  • 12.  RE: SEPM not starting after recent SEP security update (SEPM 11.0 RU7 MP4a)

    Posted Feb 24, 2014 12:02 PM

    yes. it does not start.



  • 13.  RE: SEPM not starting after recent SEP security update (SEPM 11.0 RU7 MP4a)

    Posted Feb 24, 2014 12:04 PM

    I can't really reboot now. For one, this is a production server thats in use right now, and I'm administering it remotely.

    I'm using the embedded db



  • 14.  RE: SEPM not starting after recent SEP security update (SEPM 11.0 RU7 MP4a)

    Posted Feb 24, 2014 12:11 PM

    Enable the logging to FINEST and post the scm-server and catalina.out logs please

    http://www.symantec.com/business/support/index?page=content&id=TECH102413



  • 15.  RE: SEPM not starting after recent SEP security update (SEPM 11.0 RU7 MP4a)

    Posted Feb 24, 2014 12:30 PM

    catalina.out is empty

    scm-server and catalina.err are in my original post

    fwiw, here is the upgrade.log:

    Server HomeD:\Program Files\Symantec\Symantec Endpoint Protection Manager\tomcat
    initDatasource dbport:2638
    Feb 24, 2014 11:43:25 AM com.sygate.scm.server.util.ServerLogger dbConnectionLog
    WARNING: main: Borrow connection from pool.
    Has valid SAV license
    Info>> No SNAC license file in D:\Program Files\Symantec\Symantec Endpoint Protection Manager\tomcat\etc\license
    Feb 24, 2014 11:43:27 AM com.sygate.scm.server.util.ServerLogger dbConnectionLog
    WARNING: main: Borrow connection from pool.
    Feb 24, 2014 11:43:27 AM com.sygate.scm.server.util.ServerLogger dbConnectionLog
    WARNING: main: Return connection to pool.
    Feb 24, 2014 11:43:27 AM com.sygate.scm.server.util.ServerLogger dbConnectionLog
    WARNING: main: Borrow connection from pool.
    Feb 24, 2014 11:43:27 AM com.sygate.scm.server.util.ServerLogger dbConnectionLog
    WARNING: main: Return connection to pool.
    Config schema format is upgraded from: 11.0.7.2
    Launch FRame
    net stop semsrv
     
    initDatasource dbport:2638
    java.sql.SQLException: JZ006: Caught IOException: java.net.ConnectException: Connection refused: connect
    at com.sybase.jdbc2.jdbc.ErrorMessage.raiseError(ErrorMessage.java:557)
    at com.sybase.jdbc2.jdbc.ErrorMessage.raiseErrorCheckDead(ErrorMessage.java:861)
    at com.sybase.jdbc2.tds.Tds.handleIOE(Tds.java:3967)
    at com.sybase.jdbc2.tds.Tds.handleIOE(Tds.java:3912)
    at com.sybase.jdbc2.tds.Tds.login(Tds.java:440)
    at com.sybase.jdbc2.jdbc.SybConnection.tryLogin(SybConnection.java:254)
    at com.sybase.jdbc2.jdbc.SybConnection.regularConnect(SybConnection.java:230)
    at com.sybase.jdbc2.jdbc.SybConnection.<init>(SybConnection.java:200)
    at com.sybase.jdbc2.jdbc.SybConnection.<init>(SybConnection.java:134)
    at com.sybase.jdbc2.jdbc.SybDriver.createConnection(SybDriver.java:545)
    at com.sybase.jdbc2.jdbc.SybDriver.connect(SybDriver.java:485)
    at com.sybase.jdbc2.jdbc.SybDriver.connect(SybDriver.java:517)
    at com.sybase.jdbc2.jdbc.SybDataSource.getConnection(SybDataSource.java:227)
    at com.sygate.scm.server.db.util.DatabaseUtilities.getDefaultDatabaseConnection(DatabaseUtilities.java:291)
    at com.sygate.scm.server.db.util.DatabaseUtilities.getDefaultDatabaseConnection(DatabaseUtilities.java:282)
    at com.sygate.scm.server.upgrade.UpgradeDBUtil.initDataSource(UpgradeDBUtil.java:244)
    at com.sygate.scm.server.upgrade.Upgrade.doUpgrade(Upgrade.java:214)
    at com.sygate.scm.server.upgrade.ui.UpgradeTask$ActualTask.<init>(UpgradeTask.java:190)
    at com.sygate.scm.server.upgrade.ui.UpgradeTask$1.construct(UpgradeTask.java:95)
    at com.sygate.scm.server.upgrade.ui.SwingWorker$2.run(SwingWorker.java:121)
    at java.lang.Thread.run(Thread.java:724)
    Result: Can't connect to database at this moment. You may need to upgrade manually.
    Starting service ...
    The Symantec Endpoint Protection Manager service is starting.
    The Symantec Endpoint Protection Manager service was started successfully.
     
    Starting console on Windows ...
    Run command:  D:\Program Files\Symantec\Symantec Endpoint Protection Manager\tomcat\..\bin\sesm.bat
    Export folder is not valid.


  • 16.  RE: SEPM not starting after recent SEP security update (SEPM 11.0 RU7 MP4a)

    Posted Feb 24, 2014 12:59 PM

    from the logs

    "Can't connect to database at this moment. You may need to upgrade manually.

    Starting service "

    when you started the upgrade it will stop the db service and its not able to start it again, try to strat it from services.msc

    and run upgrade.bat

    if it fails again, well you need to reboot and run the upgrade.bat again...keep us posted..



  • 17.  RE: SEPM not starting after recent SEP security update (SEPM 11.0 RU7 MP4a)

    Posted Feb 27, 2014 12:42 AM

    reboot + run upgrade.bat worked!

    Can someone please explain what happened?

    Thanks for assistence!

    -Mike



  • 18.  RE: SEPM not starting after recent SEP security update (SEPM 11.0 RU7 MP4a)
    Best Answer

    Posted Feb 27, 2014 01:14 AM

    Great !!!  happy that it worked...

    When you run any upgrade. it would stop the sepm and db service and  would start the upgrade.bat file, this will intrun check all the installation settings and update the packages inside the DB with new onces. when this gets stuck.. or does not finish ( lack of disk space, permission issue on sem5.db) it does not go further, thats why a reboot clears whatever is hung and manual run of upgrade.bat file gets the permission from logged on user account...