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cannot open SEPM

Migration User

Migration UserOct 06, 2009 05:25 AM

  • 1.  cannot open SEPM

    Posted Oct 06, 2009 03:19 AM
    dears,

    i faced a problem this morning , i could not be able to login to SEPM using my credentials where as i could before .
    i tried to repair SEPM with no luck.

    kindly advise .


  • 2.  RE: cannot open SEPM

    Posted Oct 06, 2009 03:24 AM

    Can you check any errors in scm.server.0.log file,if anything present pls post it here. .Also ensure SEPM service is up and running

     


  • 3.  RE: cannot open SEPM

    Posted Oct 06, 2009 03:26 AM

    Also tell us how you are trying to login(directly in SEPM server through console,through RDP etc..)

     


  • 4.  RE: cannot open SEPM

    Posted Oct 06, 2009 03:37 AM
    what is the erorr message ur getings...
    Is it credential problem.. or SEPM service issue...
     


  • 5.  RE: cannot open SEPM

    Posted Oct 06, 2009 04:03 AM

    i am trying to login using RDP.
    the service is not starting , but when i try to start it . it gives the progress of restartiong but it stops after a while automatically .

    the error :
    failed to connect to the server .

    - make sure that the server is running and your session has not time out .
    -if you can reach the server but you cannot login in , make sure that you provided the correct parameters .
     



  • 6.  RE: cannot open SEPM

    Posted Oct 06, 2009 04:12 AM

    Pls post scm.server.0.log here.It will be available under \Program files\symantec\Symantec endpoint protection manager\tomcat\logs folder.

     


  • 7.  RE: cannot open SEPM

    Posted Oct 06, 2009 04:14 AM
    Check the event log and scm.server.0.log.

    Paste it here...


  • 8.  RE: cannot open SEPM

    Posted Oct 06, 2009 04:14 AM
    2009-10-06 10:56:45.230 SEVERE: ================== Server Environment ===================
    2009-10-06 10:56:45.230 SEVERE: os.name = Windows 2003
    2009-10-06 10:56:45.230 SEVERE: os.version = 5.2
    2009-10-06 10:56:45.245 SEVERE: os.arch = x86
    2009-10-06 10:56:45.245 SEVERE: java.version = 1.5.0_15
    2009-10-06 10:56:45.245 SEVERE: java.vendor = Sun Microsystems Inc.
    2009-10-06 10:56:45.245 SEVERE: java.vm.name = Java HotSpot(TM) Server VM
    2009-10-06 10:56:45.245 SEVERE: java.vm.version = 1.5.0_15-b04
    2009-10-06 10:56:45.245 SEVERE: java.home = C:\Program Files\Symantec\Symantec Endpoint Protection Manager\jdk\jre
    2009-10-06 10:56:45.245 SEVERE: catalina.home = C:\Program Files\Symantec\Symantec Endpoint Protection Manager\tomcat
    2009-10-06 10:56:45.245 SEVERE: java.user = null
    2009-10-06 10:56:45.245 SEVERE: user.language = en
    2009-10-06 10:56:45.245 SEVERE: user.country = US
    2009-10-06 10:56:45.245 SEVERE: scm.server.version = 11.0.4014.26
    2009-10-06 10:56:47.027 SEVERE: ================== StartClientTransport ===================
    2009-10-06 10:56:47.308 SEVERE: Schedule is started!


  • 9.  RE: cannot open SEPM

    Posted Oct 06, 2009 04:22 AM
    Did you find any error in the log. above log is not sufficient for troubleshooting ... What it the event log entry for SEPM service.... 

    If you find any Java -1 error in event log check these...

    Java -1 is very generic error happens mainly because of port conflicts and permissions.
    There can 100 reason for java -1.
     
     For debugging sepm
     http://service1.symantec.com/SUPPORT/ent-security.nsf/docid/2007090612034148
     
     Also check these
     "Java -1" error in event log and the error "Failed to connect to server" at login, with HTTP 401 in scm-server-0.log, HTTP 401 1 0 in IIS Logs
     http://service1.symantec.com/support/ent-security.nsf/854fa02b4f5013678825731a007d06af/d947c52b7da1384a652574e30049221e?OpenDocument
     
     Symantec Endpoint Protection Manager service stops with a Java -1 error in the event log
     http://service1.symantec.com/support/ent-security.nsf/854fa02b4f5013678825731a007d06af/86368136366e1ad78025734e004734d9?OpenDocument
     
     Event ID 4096 - "Java -1" error in event log and the error "Failed to connect to server" at login, with HTTP 503 in scm-server-0.log on a Windows 2008 Small Business Server 64-bit Edition
     http://service1.symantec.com/support/ent-security.nsf/854fa02b4f5013678825731a007d06af/0bd5121b20ac1258652575ec0062f4d6?OpenDocument
     
     If it is a 64 bit server then you might need to change your iis to 64 bit mode
     Java -1 Errors and HTTP 500 errors when connecting to the Symantec Endpoint Protection Manager on a Windows Server 2003 64 bit
     http://service1.symantec.com/support/ent-security.nsf/854fa02b4f5013678825731a007d06af/387a93f58eb98c39882573ed007b50f3?OpenDocument


  • 10.  RE: cannot open SEPM

    Posted Oct 06, 2009 04:56 AM
    I f it was working earlier and it has suddenly stopped then first make sure Symantec Embedded database and Symantec endpoint protection manager service is started.
    Try logging in if still it fails then check if you have recently installed other software which uses tomcat if yes then

    1. Ensure that the Symantec Endpoint Protection Manager service is stopped.
    2. Right-click the server.xml file and click Edit to modify the file:
      C:\Program Files\Symantec\Symantec Endpoint Protection Manager\tomcat\conf\server.xml)

      For conflicts with port 8005, change the port to another unused port:
      port="8005"

      For conflicts with port 9090, change the port to another unused port:
      port="9090"
    3. Save the changes to the "server.xml" file.
    4. Start the Symantec Endpoint Protection Manager service.
    5. Attempt to login to the Symantec Endpoint Protection Manager.



  • 11.  RE: cannot open SEPM

    Posted Oct 06, 2009 05:15 AM
    Just a tip.......check the size of the file catalina.out. If its more than 3 kb, then you definitely have a port conflict.
    This file is continuosly being accessed by SEPM service, so you will not be able to open this file when the service has started.

    The steps provided by vikram will be justified by looking at the ctual error message stating a port conflict on port 8005 in catalina.out.

    KInd of providing a more logical way of troubleshooting.

    best,
    Aniket


  • 12.  RE: cannot open SEPM

    Posted Oct 06, 2009 05:25 AM
    the steps didnot work out .


  • 13.  RE: cannot open SEPM

    Posted Oct 06, 2009 05:29 AM
    Hi,

    Please open the scm-server-0.log. The error message we are looking for shold be on the line after which the indentation changes.
    That way, you dont have post a lot of un-necessary chunk of logs.

    Did you check in catalina.out and search for "error" or "fail" to see any errors.

    Best,
    Aniket