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Symantec Endpoint Protection Manager Console Crashes

Posted on 2010-11-23
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Last Modified: 2013-11-22
When I login to Symantec Endpoint Protection Manager Console, it opens for a second or so and then it will crash and return to original login screen again.
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Question by:qafac
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Expert Comment

by:sandrorafael
ID: 34196246
What is the version of your SEPM?
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Author Comment

by:qafac
ID: 34196265
SEP Client Version 11.0.5002.333
SEPM Version 11.0.5002.333
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Author Comment

by:qafac
ID: 34196315
From here: solution says, he added ASP.Net in Symantec Web Server components - how to do this? and where to find the Symantec Web Server components? Thanks.
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Accepted Solution

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itsecalert earned 50 total points
ID: 34196717
What event logs are you getting in Windows?
Check if you have an application event error with the following entry on it:

Java Virtual Machine has exited with a code of -1

If so, perform these tasks in order:

   - Stop the Manager SErver services (in all the servers if you have multiple) by turning off all IIS and SEPM services.

   - Uninstall every single IIS component from the Add-Remove Programs -> Windows Components

   - Reinstall IIS

   - Repair the SEP Manager installation from command line:  
             msiexec /faums "Symantec Endpoint Protection Manager"

Else,

Recommend (actually urge you) to upgrade to RU6 MP1, which is the latest version and have addressed many of these problems in recent versions of SEPMGR. If you have a large environment ofr Windows Vista and Windows 7, plus any File servers on Windows Server 2008 64-bit I would hold off until RU6 MP2.

Provide more information about your environment to be able to help you better.

things such as: # of clients, database running on MS SQL and not on Embedded, Active Directory imported, multiple manager servers (with/out fail over and load balancing) etc.

HB

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Expert Comment

by:itsecalert
ID: 34196762
Just came to my mind, did you just upgraded to the 10.0.5xxx  A.K.A RU5? If so, check the communications port that IIS was using as it changed from 80 to 8014. Also, if you have any other Web services in that server other than SEP, what port is it using?

That is the type of information we lack in order to provide a more accurate solution or troubleshooting step.

Thanks,

HB
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Author Comment

by:qafac
ID: 34196788
Thanks HB. I'll try your suggestions and if it doesn't work, I'll post here information you required. Thanks again.
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Expert Comment

by:itsecalert
ID: 34196838
We're all here to help my friend.
Share the knowledge whenever possible.
:-)
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Author Comment

by:qafac
ID: 34202648
Yes, from the eventlog it shows "Java Virtual Machine has exited with a code of -1". So I followed your solution 1: reinstalling IIS and repairing SEPM but after that, SEPM under services failed to run. All my clients now showing offline (no green dots).

I'm downloading right now 11.0.6, and will try to upgrade - I hope this will solve the problem.

Thanks.
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Expert Comment

by:itsecalert
ID: 34204931
Some settings don't seem to be correct. I'll check my notes from all the cases with Symantec to point you in the right direction.

If you are going to upgrade, Make sure you can back up the database first using the Disaster Recovery Process first.

HB
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Author Comment

by:qafac
ID: 34205029
Thanks HB. Seems my problem is in the server. I'm planning to install in new server and move my clients to new server instead. Is there a way I can point my clients to new server? Thanks.
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Expert Comment

by:itsecalert
ID: 34205083
It is barely a couple of lines of code in a file under the tomcat folder. I am driving but will be at the office soon.

HB
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Author Comment

by:qafac
ID: 34205092
Cool! I'll wait for your advice. Thanks.
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Assisted Solution

by:itsecalert
itsecalert earned 50 total points
ID: 34205291
This is one of the issues I resolved for this particular problem and has happened twice when I have upgraded to a newer version of SEP or something has been changed on the SQL database servers.

The SEP Manager Windows service would start and then stop with a: “The Java Virtual Machine has exited with a code of -1, the service is being stopped

The problem was that the SEPMGr database sql server could not reach the bcp.exe on the SQL Server.
I checked this KB item on your website and the same symptoms had applied to us.
We ended up creating a share for the Binn folder of the SQL server and point it out on the conf.properties file found under: Symantec Endpoint Protection Manager\tomcat\etc\

The line looks like this.

scm.db.client.bin=\\\\sqlservername_sharename\\binn


The actual Symantec Article is the following ( I retrieved this from an email I sent to Symantec) :

Symantec Endpoint Protection Manager service stops with a Java -1 error in the event log when using a remote SQL server

Question/Issue:
The Symantec Endpoint Protection Manager stops. The Application Log shows "The Java Virtual Machine has exited with a code of -1..."

Symptoms:
• scm-server-0.log shows: "SEVERE: Unknown Exception in: com.sygate.scm.server.servlet.StartupServlet"
• com.sygate.scm.server.util.ScmServerError: "Database utility path is not configurated!"

Cause:
When Symantec Endpoint Protection Manager is connected to a remote SQL server, the Symantec Endpoint Protection Manager service needs to be able to find the "bcp.exe" (bulk copy utility, a SQL client) locally on the computer. The installation process allows a "browse" to locate the "bcp.exe" file on the remote SQL server and the installation completes successfully, however the service stops.

Solution:
Install the SQL client on the local system prior to the installation of the Manager and browse locally to the SQL client folder instead of browsing to the remote SQL server. If the SQL client is installed after the installation of the Manager, run the Management Server Configuration Wizard. The location to the SQL Client folder should automatically populate.

NOTE: The SQL client tools can no longer be installed separately and if installing the client tools for sql 2k8 the tools are installed during the 2k8 management software install. So if installing
2k8 client tools run the setup for the 2k8 management studio software and install the client tools from there. The bcp.exe will then be located in the program files/microsoft sql/10/tools/binn folder.


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Expert Comment

by:itsecalert
ID: 34205367
Verify your settings on the current file:  at \Program Files\Symantec\Symantec Endpoint Protection Manager\bin\odbcutil.log

Make sure everything is OK there and also check the Conf.properties file on the server as well

make sure the schema version matches your current version
Look for the following line (the version should match your SEP server (i.e for MR$ should be)
scm.schema.version.pre-upgrade=11.0.4.0
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Author Comment

by:qafac
ID: 34205410
Thanks for your efforts HB. I think I'll better start fresh from new server as I feel I already mess-up with the present server itself. Can you please guide me how to point the existing clients to the new server? Thanks.
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Expert Comment

by:itsecalert
ID: 34205539
You have mentioned you have a new server you want to try. In order for you to move clients over y ou would have to perform a SylinkDrop or SylinkReplacer. It is not an easy task to perform when you have thousands of clients, but again I don't know the current environment you have there. It helps identify issues (well known many times) with versions of SEP and Windows and other type of setup environments. However if you would like to do that here are some links that will be helpful to you

You need to get to this: http://www.symantec.com/business/support/index?page=content&id=TECH103864&locale=en_US

then this

http://www.symantec.com/business/support/index?page=content&id=TECH103041&locale=en_US


HB
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Expert Comment

by:itsecalert
ID: 34205561
Please make sure you follow the proper procedures for Disaster Recovery including backing up your


Disaster Recovery -http://service1.symantec.com/SUPPORT/ent-security.nsf/docid/2007082112135948?Open&seg=ent
 
Run the Management Server Configuration Wizard
Point to the SQL database
Once new database is created
 
Reimport the database with the Database backup and restore option in Start> Programs > Symantec Endpoint Protection manager
 
Verify everything is working -
Make another backup with current date and time.

 
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Author Comment

by:qafac
ID: 34205616
I think that's it man! This is beyond the scope of what I asked here originally. For sure you help me more than I can ask for. Let me read carefully the manual and KBs. Thanks HB for wonderful support.
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Expert Comment

by:itsecalert
ID: 34205669
No problem. Remember that, for future posts, information such as your current setup (you can make up ficticious names for your systems) is vital to help troubleshooting this remotely.

I have just started here in the forums after resolving or help revolving similar issues with other peers in our area and from people who went to the same training I went to for SEP two years ago.

be glad to know what happened to this problem and get an update of what you ended up doing.

:-)

HB
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