Video Screencast Help

Unable to Generate Computer Status Report

Created: 07 Jan 2013 • Updated: 22 Mar 2013 | 27 comments
kintachi's picture
This issue has been solved. See solution.

Hi,

   After upgrading the version SEP 12.1 RU1 MP1 to SEP 12.1 RU2, SEPM is running smoothly. The problem is I cannot export computer status logs on Monitors Tab. I need some help! Thanks. ^___^

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.Brian's picture

What exactly is happening? Error message coming up?

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pete_4u2002's picture

does it throw error?

are you pulling for last 24 hrs? how many rows does it show?

kintachi's picture

Hi Brian,

    There is no error prompting, after clicking export button the screen will turn to blank white screen.

Hi Pete,

    Yes Im pulling computer status logs for the last 24hrs.

.Brian's picture

Did you let it sit for a bit? Does it appear to be working?

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.

pete_4u2002's picture

try restarting the SEPM service and try exporting the report?

kintachi's picture

Yes Brian. After I click the export button I wait for about 5-10 mins and still blank white screen appears.

Pete at the first appearance of blank white screen I restart the SEPM Server then try again to export computer status logs, and still its the same.

I appreciate your help guys. Thanks.

pete_4u2002's picture

is it happening only with computer status report? how many rows shows with computer status?

can you successfuly export any other report?

kintachi's picture

Yes Pete this is happening only on the computer status reports. There is no problem generating report on other reports.

pete_4u2002's picture

can you try these steps ?

Configure ...\Symantec Endpoint Protection Manager\Php\Php.ini to Add "memory_limit = 512M" and change the max_execution_time timeout value
Modify the default php.ini file so that it can interact with FastCGI and have ample resources at its disposal.

Start Windows Explorer.
Go to the following folder:

1) Default location on SAV Reporter: C:\Program Files\Symantec\Reporting Server\PHP
2) Default location on the SEPM: C:\Program Files\Symantec\Symantec Endpoint Protection Manager\Php
3) Right-click the Php.ini file, and then click Properties.
4) On the General tab, uncheck Read-only, and then click OK.
5) Open the Php.ini file in a plain-text editor, such as Notepad.
6) Find the memory_limit entry and increase the value to 512M.
7) Find the max_execution_time entry and increase the value (in seconds).
For example, to increase the timeout to ten minutes, change the line to the following:
max_execution_time=900 (or higher, the sample php.ini below is set to 3000. Setting this value to 0 will allow unlimited time.)
8) Save and close the Php.ini file.
9) Right-click the Php.ini file, and then click Properties.
10) On the General tab, check Read-only, and then click OK.
11) restart the World Wide Web Publishing service after making the above changes!
12) export the report

pete_4u2002's picture

once you follow the above steps, if it does not help then change the settings this as well

Change the MS SQL server connection timeout value and command timeout value

Start Windows Explorer.
Go to the following folder:

1) Default location on the SEPM: C:\Program Files\Symantec\Symantec Endpoint Protection Manager\Inetpub\Reporting\Resources
2) Open the Reporter.php file in a plain-text editor, such as Notepad.
3) Find the $CommandTimeout line and increase the value (in seconds).
4) If the line does not exist, create it.
For example, to increase the timeout to ten minutes, change the line to the following:

$CommandTimeout = 600;
5) Find the $ConnectionTimeout line and increase the value (in seconds).
6) If the line does not exist, create it.
For example, to increase the timeout to ten minutes, change the line to the following:

$ConnectionTimeout = 600;
7) Save and close the Reporter.php file.

restart the SEPM services and try exporting the report.

kintachi's picture

Hi Pete,

    After doing your procedure, same result occured. Please see attached screenshot. Thanks.

pete_4u2002's picture

can you try the following steps?

1. Go to: C:\Symantec Endpoint Protection Manager\Inetpub\Reporting\Temp

2. Go to Properties of Temp

3. Go to the tab Security

4. Give Full Access to Users group

5. Save changes

http://www.symantec.com/business/support/index?pag...
though this is SEP 11, it should be same for SEP 12.1

kintachi's picture

Pete done with this procedure, same result.

pete_4u2002's picture

i would suggest to ope a support ticket as the logs will be needed to troubleshoot.

kintachi's picture

Yes Pete, I already raised a case and Im still waiting for the call of Symantec Support. Thanks Pete.

babjee's picture

Hi Pete, I have a question on monitors, reporting. I would like to have a computer status logs for a specific date, when I am trying to set one date say 11th Jan, there should not be any entries after 11th Jan. Is it possible to get that data in the above said method.
When I extracted data I got the info/logs after 11th Jan
Version: 12.1
Pls suggest.

SebastianZ's picture

kintachi - Can you check the connection to database over ODBC:

 

Testing the ODBC Connection

Note: On a 64-bit computer, a 32-bit DSN is created and is accessible via (by default) C:\Windows\SysWoW64\Odbcad32.exe.
 

  • For an embedded (Sybase) databaseFor an SQL database
    1. Verify that the Symantec Embedded Database service is running and that the dbsrv9.exe process is listening on TCP port 2638
    2. Test the ODBC connection.
      1. Open Control Panel > Administrator Tools
      2. Double click Data Sources (ODBC)
      3. On the System DSN tab, double-click SymantecEndpointSecurityDSN
      4. On the Database tab, type in the Server name (computer name) of your Manager, where the database resides. If computer name does not work, try the IP number or fully qualified domain name. (Version 11.0.5002.333 or newer, add SPC_ to the beginning of the server name. If the SPC_ prefix is not included, you will receive the error: "Database Server Not Found")
      5. On the Login tab, supply the user ID and password for the Symantec Embedded Database (defaults to the first admin password you ever used for the SEPM).

        User ID: dba
        Password: <password>

        Note: If the “Encrypt password” box on the Login tab is not checked, your password will be stored as plain text in the Windows registry.
         

      6. On the Network tab, confirm that TCP/IP is checked and the value has either HOST= or IP= with your server's IP (127.0.0.1 is also acceptable).
      7. Leave the defaults for the rest of the items and return to the ODBC tab
      8. Click Test Connection , it should return "Success"
      9. Click OK
    3. Verify the following:
      • You specified a named instance during installation and configuration. For example: \\<server name>\<instance name> 
      • The SQL Server is running and properly configured
      • The network connections between Symantec Endpoint Protection Manager and the SQL database.
         
    4. Test the ODBC connection.
      1. Open Control Panel > Administrator Tools
      2. Double click Data Sources (ODBC)
      3. On the System DSN tab, double-click SymantecEndpointSecurityDSN
      4. Go through the wizard to ensure the following settings:

        Name: SymantecEndpointSecurityDSN
        Description: <Anything>
        Server: Servername\InstanceName (Only enter the server name or IP address if using the default instance)
        Login ID: sa
        Password: <password>
         

      5. Leave the defaults for the rest of the items and click Finish
      6. Click Test Data Source , it should return "Success"
      7. Click OK

 

* can you perform the repair of SEPM from control panel/add-remove programs?

http://www.symantec.com/docs/HOWTO60763

* try to go from the browser to following address: http://<SEPM>:9090 - are you getting any error here?

SebastianZ's picture

babjee

I believe the option you are looking at is "Set specific dates -> Checked in since" and it will include notofications or reports from certain previous date till current date - this is as designed.

Please note that all other notification/reports types (risk, audit, compliance etc)  will allow you to specify "Start and End date" under set specific dates. This limitation is only for "Computer Status"

kintachi's picture

Hi All,

    Without doing anything, we are now able to export computer status logs. And according to Symantec Support, this issue is determined to be a product defect which will be resolved in SEP 12.1 RU3. Thanks.

SameerU's picture

Hi

This is the workaround for this known issue As the fix might be released to 12.1 RU3. Release would be tentative July 2013.
 
Query :-
 
 
update SEM_AGENT set LAST_DOWNLOAD_TIME = 0 where LAST_DOWNLOAD_TIME < 0; commit;
 
Detail step:
1. Go to <SEPM>\ASA\win32 folder, lanuch dbisqlc.exe
2. Input User ID as DBA, input the password of DBA password
3. Choose Action as "Connect with an ODBC Data source"
4. Select ODBC Data Source name as "SymantecEndpointSecurityDSN"
5. Click "OK"
6. Type the SQL into Command window
7. Click "Execute" button to execute the SQL
8. Go to console to verify the export function

 

Regards

 

joash theory's picture

I have also same problem guys.

 

@SameerU

I also done this, the result is still the same.

Shailendra Pal's picture

Dear all,

Good Day, It's Known Issue in SEPM 12.1.RU2 (unble to create computer status log,)

Don't waste your time to resolved this, just wait for next release RU2 MP2,

 

Thanks.

Shailendra

 

 

 

Sachin Sawant's picture

Hi kintachi,

 

 

Its Java problem kindly re-installs Java and tries again... I had facing same problem.

SOLUTION
joash theory's picture

@Sachin

I also tried this reinstall of Java but here is some insights on what I encounter..

I have SEPM servers..
1 SEPM server does not have Java but can export a report
1 SEPM server does have Java but cannot export report
1 SEPM server tried to remove/reinstall just like what sachin said but the result is stiil the same.

Please help..