Endpoint Protection

Hi,

I was running SEP 11.0.3 on windows 2003 r2 x64 and wanted to upgrade to 11.0.5. I downloaded the zip files, extracted them, ran setup.exe, next next next. Everything went smoothly, but now the "Symantec Endpoint Protection Manager" service will not start. When I try to start it i get the following error: Error 1067: The process terminated unexpectedly. If i try to run setup.exe again it says "Copying license file..." then switches to the next step and then just stops without any messages.

I've tried to run bin/upgrade.bat but it doesn't seem to have any affect. What can I do?

Can you paste the scm-server-0.log which will be present under \program files\symantec\symantec endpoint protection\tomcat\logs here 

IS the Embedded database service is running? Restart the server and then try?

Had  you stopped the SEPM service before running the upgrade?Do you have a back up of the database

the server was just rebooted... same problem.

Content of the log file is:

2009-11-02 10:04:17.031 SEVERE: ================== Server Environment ===================
2009-11-02 10:04:17.031 SEVERE: os.name = Windows 2003
2009-11-02 10:04:17.031 SEVERE: os.version = 5.2
2009-11-02 10:04:17.046 SEVERE: os.arch = x86
2009-11-02 10:04:17.046 SEVERE: java.version = 1.5.0_15
2009-11-02 10:04:17.046 SEVERE: java.vendor = Sun Microsystems Inc.
2009-11-02 10:04:17.046 SEVERE: java.vm.name = Java HotSpot(TM) Server VM
2009-11-02 10:04:17.046 SEVERE: java.vm.version = 1.5.0_15-b04
2009-11-02 10:04:17.046 SEVERE: java.home = D:\Program Files (x86)\Symantec\Symantec Endpoint Protection Manager\jdk\jre
2009-11-02 10:04:17.046 SEVERE: catalina.home = D:\Program Files (x86)\Symantec\Symantec Endpoint Protection Manager\tomcat
2009-11-02 10:04:17.046 SEVERE: java.user = null
2009-11-02 10:04:17.046 SEVERE: user.language = da
2009-11-02 10:04:17.046 SEVERE: user.country = DK
2009-11-02 10:04:17.046 SEVERE: scm.server.version = 11.0.3001.2224
2009-11-02 10:04:18.859 SEVERE: ================== StartClientTransport ===================
2009-11-02 10:04:19.734 SEVERE: Schedule is started!
2009-11-02 10:04:20.734 SEVERE: StateCheckpointTask connect to secars failed: SERVICE NOT AVAILABLE
2009-11-02 10:13:22.409 SEVERE: Schedule is stopped!

symantec embedded database service is started.

Go to add/remove programs and try to repair SEPM.

 

just for the record I pulled out a disk before i did the upgrade so it is possible to insert the disk and rerun the upgrade

I just did a repair. Same problem.

Copy the sav.xml file from Symantec_Endpoint_Protection_11.0.5_AllWin_EN_CD1\SEPM to "Program Files\Symantec\Symantec Endpoint Protection Manager\tomcat\etc\license" folder folder restart the server and try..

 

thanks for the quick replies.. but I'm affraid the service still doesn't start. When I try i get the same error as earlier.

Uninstall SEPM .Install old version of which ur using just before upgradation. Restore the certificated and database from the backup. Reconfigure the server .Then you try to upgrade the sepm using upgrade.bat file

 

Do you have a backup of the database  or the Backup from the SEPM

I guess you mean "Symantec\Symantec Endpoint Protection Manager\bin\upgrade.bat". Should I get any messages on the screen when I run this script? Cause I didn't earlier when I ran it AFTER the upgrade.

I ran a backup of the database from the utility. Then I shut down the server and remove a disk from the 2-disk raid1 array.

I just tried to insert the disk i remove before i did the upgrade. So a clean start.

I ran upgrade.bat which started fine this time. After it finished i ran setup.exe of 11.0.5 again but with the same result as earlier.

Have you read this article below? 

http://service1.symantec.com/SUPPORT/ent-security.nsf/docid/2007082112135948

Unless you have made any proper backup of the SEP installation you will need to uninstall and reinstall SEPM from scratch and use the tool sylink replacer to distribute the sylink.xml file and attach all clients to the server again.

You can get the tool from Symantec Tech Support if you open a case with them.

this is not a disaster recovery scenario. The server is now where it was before I tried to upgrade. Running on 11.0.3 as I have inserted to disk I removed before I did the upgrade.

was the old version deleted/cleaned successfully?
thanks..

No? I inserted the backup disk i had. Not sure if you want me to do anything else.

Did you stopped symantec endpoint manager service before doing upgradation? 

I just read about that after i made my previous post so I'm gonna try that and get back to you.

Hello,

The next time you upgrade / migrate the SEPM, please follow the KB below:

Migrating to Symantec Endpoint Protection 11.0 RU5

http://service1.symantec.com/support/ent-security.nsf/854fa02b4f5013678825731a007d06af/fb9ee7eec2adf4508825762600724ee3?OpenDocument

I just did... still no luck.

I only have 1 server so replication isn't running. I opened services.msc and stopped the service "Symantec Endpoint Protection Manager". I closed services.msc and ran setup.exe and next next next.

Whether you got database upgradation wizard  ?

when i click finish in the install wizard it doesn't start the upgrade wizard (step 9 in the upgrade section in the article mentioned above)

Try running manually the database upgrade .bat file

https://www-secure.symantec.com/connect/forums/upgrade-wizard-does-not-appear-after-upgrading-sepm-ru5 

when I run upgrade.bat after the installation nothing happens.

Your link seems to be broken?

Try to run that in command prompt... 
Open command prompt and go to the folder and run the upgrade.bat file.
if it throws any error you can see it..... 

that's exactly what i did... nothing happens. If i run it before the SEPM upgrade installation it works fine.

https://www-secure.symantec.com/connect/forums/upgrade-wizard-does-not-appear-after-upgrading-sepm-ru5 discussion   

Go to

C:\Program Files\Symantec\Symantec Endpoint Protection Manager\Tomcat\conf\server.xml

Change the default value for the port from 8005 to 8006. Save this file and start the Symantec Endpoint Protection Manager service.
 

it didn't help :(

Pls paste upgrade.log which is present in  SEPM\tomcat\logs  

Server HomeD:\Program Files (x86)\Symantec\Symantec Endpoint Protection Manager\tomcat
initDatasource dbport:2638
Config schema format is upgraded from: 11.0.1.0
Launch FRame
net stop semsrv
The Symantec Endpoint Protection Manager service is stopping.
The Symantec Endpoint Protection Manager service was stopped successfully.

initDatasource dbport:2638
D:\Program Files (x86)\Symantec\Symantec Endpoint Protection Manager\bin\ODBCUtil.exe localhost null DBA passwordxxxx Embedded
Has valid SAV license
Info>> No SNAC license file in D:\Program Files (x86)\Symantec\Symantec Endpoint Protection Manager\tomcat\etc\license
Upgrade.reregisterLiveUpdateEntries.. Started
Upgrade.reregisterLiveUpdateEntries - DONE
Command output: [
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\semsrv\Parameters
    JVM Option Number 0    REG_SZ    -Xms64m

]
Command output: [
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\semsrv\Parameters
    JVM Option Number 1    REG_SZ    -Xmx256m

]
Command output: [
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\semsrv\Parameters
    JVM Option Number 2    REG_SZ    -XX:MinHeapFreeRatio=30

]
Command output: [
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\semsrv\Parameters
    JVM Option Number 3    REG_SZ    -XX:MaxHeapFreeRatio=40

]
ServerUtil->getJVMSettings: company size = -1
 jvm option 0:  -Xms64m
 jvm option 1:  -Xmx256m
 jvm option 2:  -XX:MinHeapFreeRatio=30
 jvm option 3:  -XX:MaxHeapFreeRatio=40
net stop semsrv
net stop w3svc
The World Wide Web Publishing Service service is stopping.
The World Wide Web Publishing Service service was stopped successfully.

D:\Program Files (x86)\Symantec\Symantec Endpoint Protection Manager\tomcat\bin\SemSvc.exe -uninstall semsrv
The service was successfully uninstalled.net start w3svc
The World Wide Web Publishing Service service is starting.
The World Wide Web Publishing Service service was started successfully.

D:\Program Files (x86)\Symantec\Symantec Endpoint Protection Manager\tomcat\bin\SemSvc.exe -install semsrv D:\Program Files (x86)\Symantec\Symantec Endpoint Protection Manager\jdk\jre\bin\server\jvm.dll -Xms64m -Xmx256m -XX:MinHeapFreeRatio=30 -XX:MaxHeapFreeRatio=40 -Djava.endorsed.dirs=D:\Program Files (x86)\Symantec\Symantec Endpoint Protection Manager\tomcat\common\endorsed -Djava.class.path=D:\Program Files (x86)\Symantec\Symantec Endpoint Protection Manager\jdk\lib\tools.jar;D:\Program Files (x86)\Symantec\Symantec Endpoint Protection Manager\tomcat\bin\bootstrap.jar -Dcatalina.base=D:\Program Files (x86)\Symantec\Symantec Endpoint Protection Manager\tomcat -Dcatalina.home=D:\Program Files (x86)\Symantec\Symantec Endpoint Protection Manager\tomcat -Djava.library.path=%PATH%;D:\Program Files (x86)\Symantec\Symantec Endpoint Protection Manager\tomcat\bin\; -Djava.io.tmpdir=D:\Program Files (x86)\Symantec\Symantec Endpoint Protection Manager\tomcat\temp -start org.apache.catalina.startup.Bootstrap -disp Symantec Endpoint Protection Manager -desc Application server which communicates with Symantec Endpoint Protection Manager consoles, Symantec Protection clients, and a database. -params start -stop org.apache.catalina.startup.Bootstrap -method main -params stop -out D:\Program Files (x86)\Symantec\Symantec Endpoint Protection Manager\tomcat\logs\catalina.out -err D:\Program Files (x86)\Symantec\Symantec Endpoint Protection Manager\tomcat\logs\catalina.err -current D:\Program Files (x86)\Symantec\Symantec Endpoint Protection Manager\tomcat\bin
The service was successfully installed.

Click Start> Run.
In the Run dialog box, type regedit
Press Enter.
Locate the following registry key:
HKLM\SYSTEM\CurrentControlSet\Services\semsrv\Parameters\

Locate the following keys:
JVM Option Number 0
JVM Option Number 1

set: "JVM Option Number 0" to "-Xms512m", and set "JVM Option Number 1" to "-Xmx1024m".
Close Regedit.
Click Start> Settings> Control Panel> Administrative Tools
In the Services dialog box, right-click Symantec Endpoint Protection Manager, and then click start.
 

still the same i'm afraid.

Can you upgrade the SEPM to MR4 first and then upgrade to RU5..

When you upgrade it to MR4 see what is the behavior of SEPM service? 

By one of our clients we have exactly the same problem. We have tried everything what's recommended here but nothing helped. The difference is that we are upgrading from 11.0.4 (which worked well) to 11.0.5, but with the same result - we are not able to run the SEPM service afterwards with the same error message. We suppose this problem appears only on installations with internal Sybase database used (we never had problems with upgrade of SEPM which is using external MSSQL db).

Exact same problem. Never had a problem before while upgrading though I did not stop the service before doing so. I don't have a backup file. I suppose I have to uninstall and reinstall everything?

Hi,

sorry for not replying, but I've been quite busy. I've opened a case and have been talking to Symantec. Currently I'm waiting for them to call back tomorrow as they had to investigate some things. Hopefully we will find a solution and I'll post it here.