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SEPM Servers not reporting status to SEPMs

Created: 01 Nov 2012 | 15 comments

Hello,

I have a problem with SEPM that has been perpetual.

We have 6 SEPM servers that load-balance for the same site. One of these SEPMs are not reporting status to the SEPM console.

For instance, when I log onto SEPM, the HOME dashboard loads. On the upper-right hand side I click "Virus Definition Distribution" and it opens another window. I scroll down the window where it says "Virus Definition Distribution" where it lists the Server and the number of computers checking in

One of the SEPM servers is missing. When I run report

Monitors > Logs > Log type: System > Log content: Server Activity > Server: Name of Missing Server

It turns up blank.

I opened a Case with Symantec and I am yet to get any resolution. All I have been doing is running the SEP Support Tool on the affected SEPM, but I am yet to hear back from anyone.

And now, when I just came into the office, I find a second SEPM server is not reporting anything to the Management console.

Please tell me other ways to troubleshoot this.

Comments 15 CommentsJump to latest comment

.Brian's picture

What version of SEP/M?

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RSASKA's picture

Our SEPM version is 11.0.7101.1056

The Enemy's greatest fear is that you'll discover who you really are, what you're really worth, and where you're headed.

Rafeeq's picture

This sepm is local to the server which is having issues or you are checking from a different SEPM.

.Brian's picture

Did this issue just start? Were any changes made recently?

Please click the "Mark as solution" link at bottom left on the post that best answers your question. This will benefit admins looking for a solution to the same problem.

SMLatCST's picture

Are all SEPMs listed via the SEPM Console -> ADMIN -> Servers, or are they missing from here too?  Are you able to log into the SEPM console of the missing SEPMs?

RSASKA's picture

No changes were recently made on the SEPM. 

When I go to SEPM Console > ADMIN > Servers, all the SEPMs are listed.

When I try to log onto that SEPM I get "Unexpected Server Error" even though the actual Symantec Endpoint Protection Manager service is on.

The Enemy's greatest fear is that you'll discover who you really are, what you're really worth, and where you're headed.

SMLatCST's picture

Can you check the missing SEPMs' connection to the DB?

http://www.symantec.com/docs/HOWTO80753

#EDIT1#

Also, make sure Java has not been updated to 7:

http://www.symantec.com/docs/TECH191010

#EDIT2#

Oh, and could you post the scm-server-0.log file from teh missing SEPMs?

RSASKA's picture

@ SMLatCST: I will get this information soon

The Enemy's greatest fear is that you'll discover who you really are, what you're really worth, and where you're headed.

RSASKA's picture

The SEPM is connected to the Database, and Java 7 is NOT installed. I uploaded the scm-server-0.log.

AttachmentSize
scm-server-0.zip 76.93 KB

The Enemy's greatest fear is that you'll discover who you really are, what you're really worth, and where you're headed.

Riya31's picture

Hi ,

 Lots of log entrres which is related to connection pool

Cannot get a connection, pool error Timeout waiting for idle object.

Problem

SEPM hang or crash with error "Cannot get a connection, pool error Timeout waiting for idle object"

when try to login SEPM console, the login process hang, or return error and service down.
 

Cause

this is cause tomcat connection pool is full at that time 

Solution

modify SEPM server.xml

Step is
1. Find server.xml in %SEPM install path%\tomcat\conf\
2. Open server.xml and modify maxactive from 150 to 300
3. Restart Symantec Endpoint protection manager service
Simpson Homer's picture

Restart Symantec Endpoint protection manager service 

RSASKA's picture

@ Riya: I can not find maxactive anywhere in server.xml. Please see attached.

AttachmentSize
server.zip 844 bytes

The Enemy's greatest fear is that you'll discover who you really are, what you're really worth, and where you're headed.

Riya31's picture

Hi,

Restart SEPM service and check....Also would eager to know that all U R SEPM have same server.xml file.

RSASKA's picture

I restarted SEPM and all symantec services and now they check in.

I will get the server.xml from all SEPMs.

The Enemy's greatest fear is that you'll discover who you really are, what you're really worth, and where you're headed.

Simpson Homer's picture

That's great, why don't you keep it under observation for sometime and see if the issue re-occurs?