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Updating to SEPM RU7 MP2 - Endless problems!!

Created: 26 Sep 2012 • Updated: 26 Sep 2012 | 11 comments
This issue has been solved. See solution.

Hi,

We have updated SEPM from 11.0.5 to 11.0.7 without any issues. However, after updating to 11.0.7 MP2, SEPM has become very unstable with so many error messages popping up randomly.

For example, after the update was completed, I immediately got the following error when I tried to login: "Unexpected server error".

After couple of minutes, I was able to login to SEPM, but shortly afterwards I got the following error:

Information

Failed to connect to the server.

Make sure that the server is running and your sessions has not timed out.
If you can reach the server but cannot log on, make sure that you provided the correct parameters.
If you are experiencing network issues, contact your system administrator. [0x80020000]

When I tried to login again, I got the same error as above but this time SEPM completely hanged!

I have repaired the installation, restarted the server many times, looked at various KB articles, but to no avail!!

I have followed the exact instructions on this article to update SEPM:
http://www.symantec.com/business/support/index?page=content&id=TECH187333

What could possibly cause all these issues?

The server only has WSUS and SEPM.

I'd appreciate all your assistance.

Thanks!

 

Comments 11 CommentsJump to latest comment

Ashish-Sharma's picture

Attach the scm-server-0.log with is present in Program Files \Symantec\Symantec Endpoint Protection Manager\tomcat\logs

Thanks In Advance

Ashish Sharma

 

 

Mike J.'s picture

Thanks for your quick response, Ashish!

I have attached the requested file.

AttachmentSize
scm-server-0.zip 5.02 KB
Mithun Sanghavi's picture

Hello,

 As per the logs, we found the Error below:

OutOfMemoryError: Java heap space

The Symantec Endpoint Protection Manager is a Java-based application, and consequently much of its performance will be related to the size of the "Java Heap". Modifying the settings that control the size of the Java Heap will improve the performance of a wide variety of the functions performed by the Symantec Endpoint Protection Manager.

I would suggest you to work on the steps provided in the Article below:

Tuning the Performance of the Symantec Endpoint Protection Manager console

http://www.symantec.com/docs/TECH105179

Hope that helps!!

Mithun Sanghavi
Senior Consultant
MIM | MCSA | MCTS | STS | SSE | SSE+ | ITIL v3

Don't forget to mark your thread as 'SOLVED' with the answer that best helped you.

SOLUTION
Mike J.'s picture

Thanks a lot! That solved the issue.

I have also noticed an improved responsiveness with SEPM. Its much faster than before!

However, regarding the 3rd step, I could not find "Symantec Endpoint Protection Manager...Download & Login". The only options I have are:

  • Symantec Endpoint Protection Manager Web Console (LAUNCH)
  • Symantec Endpoint Protection Manager Console (DOWNLOAD JAVA 6)
  • Symantec Protection Center (LAUNCH)

Any suggestion?

Ashish-Sharma's picture

HI,

Caused by: java.sql.SQLException: SEM: Connect to database failed
 at com.sygate.scm.server.db.util.DatabaseUtilities.getDefaultDatabaseConnection(DatabaseUtilities.java:319)
 at com.sygate.scm.server.db.util.DatabaseUtilities.getDefaultDatabaseConnection(DatabaseUtilities.java:282)
 at com.sygate.scm.server.metadata.MetadataManager.getConnectionNoCheckRequireTransactionId(MetadataManager.java:985)
 ... 10 more

Kindly check your database services are running or not ?

Edit,,,

Symantec Endpoint Protection Manager error: "Failed to connect to server. Make sure that the server is running and your session has not timed out."

http://www.symantec.com/business/support/index?page=content&id=TECH104931&locale=en_US

Thanks In Advance

Ashish Sharma

 

 

Mike J.'s picture

Hi,

Have checked, and both Symantec Embedded Database and Symantec Endpoint Protection Manager services are running.

Mithun Sanghavi's picture

Hello,

I would suggest you to work on the steps provided below:

 

Adjust the Java heap space assigned to the SEPM service and consoles.

  1. Stop the Symantec Endpoint Protection Manager service. 

    Set the following two registry values:

    HKLM\System\CurrentControlSet\Services\semsrv\Parameters\
    JVM Option Number 0=-Xms1024m
    JVM Option Number 1=-Xmx1024m
    JVM Option Number 2=-XX:MinHeapFreeRatio=40
    JVM Option Number 3=-XX:MaxHeapFreeRatio=70

    Start the Symantec Endpoint Protection Manager service.

    JVM Options 0 and 1 are the Java minimum and maximum heap sizes for the SEPM. You cannot increase either of these beyond 1024m; if you do, the SEPM service will not start and you cannot login until the value is set back down. This is an inherent limitation of the Java Virtual Machine. For more details on these values, see "Technical Information" below.
     

  2. Adjust same settings for the local SEPM console; edit the following batch file to reflect the registry values above: 

    %ProgramFiles%\Symantec\Symantec Endpoint Protection Manager\bin\sesm.bat
     

  3. To effect the same changes for the SEPM remote Java console, follow the instructions below:

    Go go http://sepm-server-name:9090

    Right-click on the link "Symantec Endpoint Protection Manager... Download & Login" and choose to "Save Target As..." (you may have to download and install Java before you see this link).

    Save the .jnlp file to your desktop, and open with a text editor

    Change the initial-heap-size, max-heap-size, MinHeapFreeRatio, and MaxHeapFreeRatio to match the registry changes above.

    Save your changes, and use the .jnlp file when launching the SEPM remote Java Console.
     

Note: The additional RAM will be allocated immediately following the service restart. You may see an immediate (but temporary) rise in disk and cpu activity as the page file size is increased. The max size varies from about 1200MB to 1400MB depending on OS and the state of the machine. 

Reference:

Tuning the Performance of the Symantec Endpoint Protection Manager console

http://www.symantec.com/docs/TECH105179

Hope that helps!!

Mithun Sanghavi
Senior Consultant
MIM | MCSA | MCTS | STS | SSE | SSE+ | ITIL v3

Don't forget to mark your thread as 'SOLVED' with the answer that best helped you.

Mithun Sanghavi's picture

Hello,

I would recommend you to provided us the scm-server-0.log and catalina.out logs to understand the root cause of the issue.

However, check this Article:http://service1.symantec.com/SUPPORT/ent-security.nsf/2326c6a13572aeb788257363002b62aa/7c747bd925f680e8802573ed005755c3?OpenDocument 

Secondly check these similar Threads below:

https://www-secure.symantec.com/connect/forums/failed-connect-server-errorcode-0x80020000

https://www-secure.symantec.com/connect/forums/system-logsserver-activity-errorcode-0x80020000

Hope that helps!!

 

Mithun Sanghavi
Senior Consultant
MIM | MCSA | MCTS | STS | SSE | SSE+ | ITIL v3

Don't forget to mark your thread as 'SOLVED' with the answer that best helped you.

Mike J.'s picture

Hi,

Thanks for your help. 

For the first article, please correct me if I'm wrong, my understanding is that this applies only if we are using proxy in IE settings? 

As for the other two articles, I tried what the users have suggested, but unfortunatly didn't work! 

I have attached the two files as requested.

Thanks!

 

AttachmentSize
scm-server-0.zip 8.39 KB
Mithun Sanghavi's picture

Hello,

In your case, we found the following error in Scm-server-0.log as below:

OutOfMemoryError: Java heap space

Suggestion - to work on the steps provided to adjust the Java heap size above.

where as in the catalina.out as below:

java.rmi.ConnectException: Connection refused to host: 10.133.68.63; nested exception is: java.net.ConnectException: Connection refused: connect

Suggestions to work on the Article : http://www.symantec.com/docs/TECH186894

and 

check this Thread below:

https://www-secure.symantec.com/connect/forums/unable-login-symantec-endpoint-protection-manager

Hope that helps!!

Mithun Sanghavi
Senior Consultant
MIM | MCSA | MCTS | STS | SSE | SSE+ | ITIL v3

Don't forget to mark your thread as 'SOLVED' with the answer that best helped you.

Mike J.'s picture

Hi,

Your previous solution fixed the problem. 

Many thanks! yes