Hi all,

Today I wanted to log into my SEPM server today to formalise a backup/migration to a new server (2003R2 > 2008R2). To my surprise I cannot log into the console. I receive the error "The administrators user name or password is incorrect, type a valid name or password"

I believe I am running version 12.1.4_MP1a on 2003R2 64-Bit
I have an embeded database, single local admin user, <400 clients

I am the sole administrator and I have my email address setup in console. I am still receiving emails regarding client activity and the executive weekly summary report.

However If I perform the 'forgot your password' using the username 'admin' I do not receive any emails to my account. I have checked mailConfig.properties and my email is listed in the 'adminMailReciptants=' field.

I then looked at my backups, I have two, one recent, one about a month ago when I upgraded from a previous version (12.1.4013.4013)

I restored my database from a few days ago. Same problem, I cannot log ito the console. I tried restoring from a month ago, SEPM upgraded the database, but I still cannot log in. I built a new SEPM using the older 12.1.4013.4013 version and older database, no good, cannot log in.

I am waiting to submit an official support request, but thought I would post here in-case anyone else can think of something?

Regards,

Matthew Strickland
Karamu High School

can you check 

Resetting the administrator user name and password to admin

How to Reset Symantec Endpoint Protection Manager Console password in SEP 12.1

https://www-secure.symantec.com/connect/articles/how-reset-symantec-endpoint-protection-manager-console-password-sep-121

How to reset SEPM password in 12.1.x

https://www-secure.symantec.com/connect/downloads/how-reset-sepm-password-121x

You can reset the password with forgot password option.

This option is available on the screen of console login.

Password will be sent on the email which is used while configure it.

For the resetpass.bat file, you could log a case with Symantec Technical Support.

How to create a new case in MySupport

http://www.symantec.com/docs/TECH58873

OR 

Phone numbers to contact Tech Support:-

Regional Support Telephone Numbers:

• United States: https://support.broadcom.com (407-357-7600 from outside the United States)
• Australia: 1300 365510 (+61 2 8220 7111 from outside Australia)
• United Kingdom: +44 (0) 870 606 6000

call support, they have a tool to reset the passsword, whenever you restore dB you need to run the server configuration wizard.. only then you will be able to log in or else it would give you " failed to connect to the server "

Thanks all, not sure if some of those replies are automated or not?

pete_4u2002 - My SEPM is too new and doesnt support that method.
James007 - Ill give that a go on a clone system first and let you know if it works.
Refeeq - Yes I assume the password is embedded in the backup, failing all options I will contact support.
dip_mis - Unfortunately I never get an email, even though my email address is entered correctly.

Thanks all for your help. 

You can contact support to get the tool

For the resetpass.bat file, you could log a case with Symantec Technical Support.

How to create a new case in MySupport

http://www.symantec.com/docs/TECH58873

OR 

Phone numbers to contact Tech Support:-

Regional Support Telephone Numbers:

• United States: https://support.broadcom.com (407-357-7600 from outside the United States)
• Australia: 1300 365510 (+61 2 8220 7111 from outside Australia)
• United Kingdom: +44 (0) 870 606 6000

You need to contact support and they can provide the resetpass.bat tool for 12.1

Hi everyone,

James007 I tried your resetpass.bat on a test system, but it didnt work. I am not sure what it should output in console:

Did you try after run resetpass.bat ?

Open SEPM console and type

Username: admin

Password: admin

Hi James007

Yes that correct, I have also received the file from symantec support and admin / admin does not work.
Likewise SEPM does not send an email to reset the password. (wireshark shows no TCP/25 traffic)

I think the actual admin user is corrupted in my database.

Matt

So you can raised support ticket and reset the password with the help for symantec technical support team.

Hi James007, yes just waiting for the support to come though. (I have to wait for our national support helpdesk to setup the support case)

I will let you know the outcome here, but I still suspect there is corruption/logon issue with my SEPM. The side effect is what appears a incorrect password, whereas I think its something else.

There is no corruption issue may be you have choose wrong domain.

Does SEPM are intergated with AD ?

HI James007,

SEPM is not active-directory intergrated/authenticaiton. Local admin user only. 

Support will fix it in few mins :) all other methods do not work with 12.1.X versions

Unfortunately in my case a new SEPM database needs to be created. The user admin is somehow corrupt and reset measures do not work.

Its not a big loss apart from pushing out a new communication file to my clients.

More regular offline backups :)

Matt