Symantec endpoint protection manager cannot login - AV defs not going out

Lensway IT
Lensway IT used Ask the Experts™
on
Hi,
since returning from a nice long holiday I have just found out that no AV definitions have been updated on clients since July and trying to login to SEPM throws me out with failed to connect' error message. Trying to restart  the service just drops out after a minute.
I found this message in the catalina.out file:

SEVERE: ================== Server Environment ===================
Aug 3, 2011 5:10:32 PM com.sygate.scm.server.util.ServerLogger writeHeader
SEVERE: os.name = Windows 2003
Aug 3, 2011 5:10:32 PM com.sygate.scm.server.util.ServerLogger writeHeader
SEVERE: os.version = 5.2
Aug 3, 2011 5:10:32 PM com.sygate.scm.server.util.ServerLogger writeHeader
SEVERE: os.arch = x86
Aug 3, 2011 5:10:32 PM com.sygate.scm.server.util.ServerLogger writeHeader
SEVERE: java.version = 1.5.0_15
Aug 3, 2011 5:10:32 PM com.sygate.scm.server.util.ServerLogger writeHeader
SEVERE: java.vendor = Sun Microsystems Inc.
Aug 3, 2011 5:10:32 PM com.sygate.scm.server.util.ServerLogger writeHeader
SEVERE: java.vm.name = Java HotSpot(TM) Server VM
Aug 3, 2011 5:10:32 PM com.sygate.scm.server.util.ServerLogger writeHeader
SEVERE: java.vm.version = 1.5.0_15-b04
Aug 3, 2011 5:10:32 PM com.sygate.scm.server.util.ServerLogger writeHeader
SEVERE: java.home = C:\Program Files\Symantec\Symantec Endpoint Protection Manager\jdk\jre
Aug 3, 2011 5:10:32 PM com.sygate.scm.server.util.ServerLogger writeHeader
SEVERE: catalina.home = C:\Program Files\Symantec\Symantec Endpoint Protection Manager\tomcat
Aug 3, 2011 5:10:32 PM com.sygate.scm.server.util.ServerLogger writeHeader
SEVERE: java.user = null
Aug 3, 2011 5:10:32 PM com.sygate.scm.server.util.ServerLogger writeHeader
SEVERE: user.language = en
Aug 3, 2011 5:10:32 PM com.sygate.scm.server.util.ServerLogger writeHeader
SEVERE: user.country = US
Aug 3, 2011 5:10:32 PM com.sygate.scm.server.util.ServerLogger writeHeader
SEVERE: scm.server.version = 11.0.3001.2224

And searching on this I found this old post (PM, ID: 23515545) which had an accepted solution of "root default website had ssl enabled".
What does this mean and how to fix it? what default website? where is this set?
 Im not a sysmantec gure - its just meant to be an av package to help avoid system problems, not a major headache of the viral type in itself!

thanks for any assistance please...
Dave
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Commented:
adendum:
I have looked at various symantec forum options, tried reinstalling/repairing sepm but doesnt help - the configuration stage has problems connecting to database.
So, looking at possible corrupt database, I ran the Database Validation tool and got this error - it seems can never access the database? (trying to startup SYM embedded database servers drops out ' nothing to do' server message

output from db validation:
Info>> No SNAC license file in C:\Program Files\Symantec\Symantec Endpoint Prote
ction Manager\Tools\..\tomcat\etc\license
2011-aug-05 15:42:55 com.sygate.scm.server.util.ServerLogger writeHeader
ALLVARLIG: ================== Server Environment ===================
2011-aug-05 15:42:55 com.sygate.scm.server.util.ServerLogger writeHeader
ALLVARLIG: os.name = Windows 2003
2011-aug-05 15:42:55 com.sygate.scm.server.util.ServerLogger writeHeader
ALLVARLIG: os.version = 5.2
2011-aug-05 15:42:55 com.sygate.scm.server.util.ServerLogger writeHeader
ALLVARLIG: os.arch = x86
2011-aug-05 15:42:55 com.sygate.scm.server.util.ServerLogger writeHeader
ALLVARLIG: java.version = 1.5.0_15
2011-aug-05 15:42:55 com.sygate.scm.server.util.ServerLogger writeHeader
ALLVARLIG: java.vendor = Sun Microsystems Inc.
2011-aug-05 15:42:55 com.sygate.scm.server.util.ServerLogger writeHeader
ALLVARLIG: java.vm.name = Java HotSpot(TM) Client VM
2011-aug-05 15:42:55 com.sygate.scm.server.util.ServerLogger writeHeader
ALLVARLIG: java.vm.version = 1.5.0_15-b04
2011-aug-05 15:42:55 com.sygate.scm.server.util.ServerLogger writeHeader
ALLVARLIG: java.home = C:\Program Files\Symantec\Symantec Endpoint Protection Ma
nager\jdk\jre
2011-aug-05 15:42:55 com.sygate.scm.server.util.ServerLogger writeHeader
ALLVARLIG: catalina.home = C:\Program Files\Symantec\Symantec Endpoint Protectio
n Manager\Tools\..\tomcat
2011-aug-05 15:42:55 com.sygate.scm.server.util.ServerLogger writeHeader
ALLVARLIG: java.user = null
2011-aug-05 15:42:55 com.sygate.scm.server.util.ServerLogger writeHeader
ALLVARLIG: user.language = sv
2011-aug-05 15:42:55 com.sygate.scm.server.util.ServerLogger writeHeader
ALLVARLIG: user.country = SE
2011-aug-05 15:42:55 com.sygate.scm.server.util.ServerLogger writeHeader
ALLVARLIG: scm.server.version = 11.0.3001.2224
2011-aug-05 15:42:55 com.sygate.scm.tools.ludbfix.XmlValidator initLogger
INFO: logger initialized ...
2011-aug-05 15:42:55 com.sygate.scm.tools.ludbfix.XmlValidator <init>
INFO: SEPM Server Home:[C:\Program Files\Symantec\Symantec Endpoint Protection M
anager\Tools\..\tomcat]
initDatasource dbport:2638
java.sql.SQLException: JZ006: Caught IOException: java.net.ConnectException: Con
nection refused: connect
        at com.sybase.jdbc2.jdbc.ErrorMessage.raiseError(ErrorMessage.java:485)
        at com.sybase.jdbc2.tds.Tds.handleIOE(Tds.java:2966)
        at com.sybase.jdbc2.tds.Tds.login(Tds.java:331)
        at com.sybase.jdbc2.jdbc.SybConnection.tryLogin(SybConnection.java:219)
        at com.sybase.jdbc2.jdbc.SybConnection.regularConnect(SybConnection.java
:195)
        at com.sybase.jdbc2.jdbc.SybConnection.<init>(SybConnection.java:174)
        at com.sybase.jdbc2.jdbc.SybConnection.<init>(SybConnection.java:126)
        at com.sybase.jdbc2.jdbc.SybDriver.createConnection(SybDriver.java:533)
        at com.sybase.jdbc2.jdbc.SybDriver.connect(SybDriver.java:473)
        at com.sybase.jdbc2.jdbc.SybDriver.connect(SybDriver.java:505)
        at com.sybase.jdbc2.jdbc.SybDataSource.getConnection(SybDataSource.java:
217)
        at com.sygate.scm.server.db.util.DatabaseUtilities.getDefaultDatabaseCon
nection(DatabaseUtilities.java:215)
        at com.sygate.scm.server.db.util.DatabaseUtilities.getDefaultDatabaseCon
nection(DatabaseUtilities.java:206)
        at com.sygate.scm.server.upgrade.UpgradeDBUtil.initDataSource(UpgradeDBU
til.java:210)
        at com.sygate.scm.tools.ludbfix.XmlValidator.<init>(XmlValidator.java:92
)
        at com.sygate.scm.tools.ludbfix.XmlValidator.main(XmlValidator.java:472)

Result: Can't connect to database at this moment. You may need to upgrade manual
ly.
net start ASANYs_sem5
The Symantec Embedded Database service is starting..............
initDatasource dbport:2638
java.sql.SQLException: JZ006: Caught IOException: java.net.ConnectException: Con
nection refused: connect
        at com.sybase.jdbc2.jdbc.ErrorMessage.raiseError(ErrorMessage.java:485)
        at com.sybase.jdbc2.tds.Tds.handleIOE(Tds.java:2966)
        at com.sybase.jdbc2.tds.Tds.login(Tds.java:331)
        at com.sybase.jdbc2.jdbc.SybConnection.tryLogin(SybConnection.java:219)
        at com.sybase.jdbc2.jdbc.SybConnection.regularConnect(SybConnection.java
:195)
        at com.sybase.jdbc2.jdbc.SybConnection.<init>(SybConnection.java:174)
        at com.sybase.jdbc2.jdbc.SybConnection.<init>(SybConnection.java:126)
        at com.sybase.jdbc2.jdbc.SybDriver.createConnection(SybDriver.java:533)
        at com.sybase.jdbc2.jdbc.SybDriver.connect(SybDriver.java:473)
        at com.sybase.jdbc2.jdbc.SybDriver.connect(SybDriver.java:505)
        at com.sybase.jdbc2.jdbc.SybDataSource.getConnection(SybDataSource.java:
217)
        at com.sygate.scm.server.db.util.DatabaseUtilities.getDefaultDatabaseCon
nection(DatabaseUtilities.java:215)
        at com.sygate.scm.server.db.util.DatabaseUtilities.getDefaultDatabaseCon
nection(DatabaseUtilities.java:206)
        at com.sygate.scm.server.upgrade.UpgradeDBUtil.initDataSource(UpgradeDBU
til.java:210)
        at com.sygate.scm.tools.ludbfix.XmlValidator.<init>(XmlValidator.java:10
3)
        at com.sygate.scm.tools.ludbfix.XmlValidator.main(XmlValidator.java:472)

Result: Can't connect to database at this moment. You may need to upgrade manual
ly.
2011-aug-05 15:43:32 com.sygate.scm.tools.ludbfix.XmlValidator <init>
ALLVARLIG: ERROR: can't init database. exit.

Commented:
what happened to you database backup?
Is the dbsrv9.exe process running? If not, try starting the 'Symantec Embedded Database' service.

Also, go through this forum post to see if any of the steps resolve your issue: http://www.symantec.com/connect/forums/symantec-embedded-database-service-will-not-start

This is a good overall troubleshooting article too: http://www.symantec.com/business/support/index?page=content&id=TECH104777

Commented:
if you cant login to SEPM, reset password for admin.
Author of the Year 2011
Top Expert 2006

Commented:
This question has been classified as abandoned and is closed as part of the Cleanup Program. See the recommendation for more details.

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