Question

symantec antivirus event log error server startup failed due to certificate error

Asked by: lthrwing

sav10 on w2k3 server. when i start the sav service the save event log shows error; "server startup failed due to certificate error". the event reads; "Symantec AntiVirus communications layer failed to initialize.  Remote manageability has been disabled.  The Server certificate and private key do not match". I am unable to communicate from the ssc on the primary server to the other server running sav server. I have looked at the certificates and keys on the server and the primary server and they appear identical. I have confirmed the same grc.dat is present. I have confirmed that the certs and keys and grc.dat appear in the correct locations. if i remove the contents of the pki\roots folder and then start the sav service it starts up in the event log without any errors. Any ideas or suggestions??? Thanks!

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Asked On
2009-08-27 at 11:42:03ID24687675
Topic

Anti-Virus

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Answers

 

by: xmachinePosted on 2009-08-28 at 03:12:11ID: 25206129

 

by: lthrwingPosted on 2009-08-28 at 07:49:10ID: 25208257

xmachine - Thanks for the reply. we are running 10.1.8.8000 due to policy. I have tried the KB you mentioned, specifically the workaround for those who can't upgrade to Symantec AntiVirus 10.0.2 or Symantec Client Security 3.0.2. Our LoginCaCertIssueSerialNum value is 232 so the REgistry Key was not changed. I also tried the resolution "To restore managed client communication after reinstalling Symantec AntiVirus server" and that did not correct the issue. I have waited to try the resolution "To force the pki information to be recreated" because of the amount of work entailed. I wanted to exaust other possibilities first. I have also tried the following resolutions noted in the following KB's and Forums: "symantec system center reporting that clientsis missing the scan engine", thread#742-1415361, kb2005033015282148, "ssc client security fails to show managed clients', kb2005063007112648, kb2005050916281848, "clients do not appear in system centre", kn2005040513373748, kb2004092913144648, kb2005090810290448, kb2005041910541048, "cannot get client to appear in ssc", kb2006032717252948. All mentioned resolutions have failed to correct. Currently I have uninstalled sav from the server and I am reinstalling manually rather than pushing from the sav primary server. once the server is protected, I will uninstall sav and the ssc from the primary server and reinstall according to the kb2005063007112648 "to force the pki information to be recreated" resolution. I will post the results. Thanks! If you have any other suggestions please let me know.

 

by: lthrwingPosted on 2009-09-01 at 13:04:02ID: 25235380

nothing seemed to resolve the issue. I have made another of our servers the primary server and installed ssc on it. I have uninstalled sav and ssc as well as various save folders and registry entries pertaining to save from the troubled server. I plan to push the server sav install from the new primary server, then install ssc and then make it the primary and demote the other server. I'll post how it goes.

 

by: lthrwingPosted on 2009-09-10 at 13:32:13ID: 25303969

I uninstalled sav from the troubled server after making another server the primary. I pushed from the new primary to the troubled server. I then installed ssc and made the troubled serve the primary. tested sav roll-outs from the trouble server and again encountered key and certificate issues as well as discovering the servers pushed to installed with sav10.1.6.6000 instead of 10.1.8.8000. I learned that the initial server (the one I was using to push to the troubled server) was technically running 10.1.6.6000 even though the sav client and the add/remove programs entry indicated the sav version at 10.1.8.8000. Apparently there was a patch or update applied to this server sometime in the past. So even though the client showed being at 10.1.8 it wasn't. SOLUTION: uninstalled sav and the ssc from the troubled server after making the initial server the primary again. manually installed sav 10.1.8.8000 from cd on to the troubled server and installed ssc from the same cd. then using the ssc on the intial server, now the primary, I made the troubled server the primary. Tested by pushing sav to a field server and it received the install at 10.1.8 and did not have a key/certificate issue. Closing the ticket. Thanks. Hope this helps someone.

20120131-EE-VQP-002

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