Endpoint Protection

  Hi all,

  Yesterday we've upgraded our SEPM server from 12.1.6 to the newest version 14. Although the upgrade passed properly, now we are unable to login to SEPM console. We are constantly getting error "Unexpecteted Server Error". We've restarted SEPM service few times, restarted the whole server but without success. We've also made a repair of the SEPM, but again without success. It is strange, because a week ago we've upgraded another server with same performances from 12.1.6 MP6 to 14 and managed to login to the console without any problem.

   Please help us to resolve this issue.

   Thanks in advance!

Is it embedded or SQL database? 

Did you also run the update tool on the database as well? As sounds like your SEPM isn't connecting to it's database correctly. 

Check the scm-server-0.log file as it should go into more detail on any issues.

Debugging Symantec Endpoint Protection Manager

 We are using embedded database. We didn't run any other update tool aside from the regular installation (upgrade). 

 There are no new entries in the scm-server-0.log file after the upgrade. 

Is the Symantec Embedded Database service running? 

 All services are running without a problem.

Run the SymDiag tool on the SEPM for additional error checking:

Download SymDiag to detect Symantec product issues

 We've run SymDiag tool and we get these errors:

Title:    Some or all of the Symantec Endpoint Protection Manager communications tests have failed
Product    :Endpoint Protection Manager
Status:    Requires Attention
Overview:    Test communications to the Symantec Endpoint Protection Manager (SEPM) from the SEPM itself
Symantec articles:
    Symantec Endpoint Protection: Troubleshooting Client/Server Connectivity
        http://www.symantec.com/business/support/index?page=content&id=TECH105894

Details:
    Error    Manager Self Communications
        Status    Address_LT    Port_LT    Response_LT
        Error    x.x.x.x    8014    Error: The remote server returned an error: (503) Server Unavailable.
        OK    127.0.0.1    8014    OK

 "Error    Microsoft Internet Explorer version 9 is installed, which is less than the required version (11)."  although IE11 is installed on the server.

Additionally: We cannot access port 9090 through web, although the application is listening on that port.  

Hi,

Have you tried running repair? Using MSI packge.

> MK
 

 Yes, we've made a repair, but the problem still exist.

  Just to inform you that we solved the problem.  On previously installed releases of SEPM we've made some changes in web.xml file in the "/tomcat/conf" folder. After we quoted inserted lines, we managed to login to SEPM console successfully.

One of the common errors is due to the modification of some xml files that is part of Tomcat or Apache. Have you made any changes to any of these files before the upgrade?

@Dekich, could you help me ? i have same problem. how did you resolve that problem.

@Dekich, could you help me? i've same problem with you, how did you resolve that problem. thank you
 

@Dekich could you help me? i've same problem with you, how did you resolve that prbolem, thank you.

Hello Muh ferry, 

Please check on the below log file in the SEPM, where you could see the fatal error of this issue on every logon.
C:\Program Files (x86)\Symantec\Symantec Endpoint Protection Manager\apache\logs\reporting.log

I had the same issue, on which this logs explains me that the reporter_sem5sem5 account was disabled, so when I enable it with SA privilege on SQL, then reconfigured the manager, the issue disappeared.

Regards,
Abdul