Endpoint Protection

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  • 1.  Failed to connect to server. (Service stops after restart)

    Posted Jun 06, 2013 11:06 PM

    I am running SEP version 11.0 and SEPM on SBS 2003 with 10 client computers running Windows XP.  Up until now it has been running without incident.  While the virus definitions have been updating properly on the server, it is not being pushed out to the clients.  When I attempt to login to SEPM I get a "Failed to connect to server" error.  When I go into services and restart the SEPM service I can successfully log into SEPM, but only briefly.  As I try to navigate through the SEPM it will knock me out and won't let me log back in. 

    The event viewer shows Event ID 4096, Source:  semsrv, Description:  The Java Virtual Machine has exited with a code of -1, the service is being stopped.

    In previous posts with similar problems the forum participants asked to provided with the scm-server-0.log.   Can someone look through it and give me some troubleshooting suggestions:

    2013-06-06 22:25:37.387 SEVERE: ================== Server Environment ===================
    2013-06-06 22:25:37.387 SEVERE: os.name = Windows 2003
    2013-06-06 22:25:37.387 SEVERE: os.version = 5.2
    2013-06-06 22:25:37.387 SEVERE: os.arch = x86
    2013-06-06 22:25:37.387 SEVERE: java.version = 1.5.0_15
    2013-06-06 22:25:37.387 SEVERE: java.vendor = Sun Microsystems Inc.
    2013-06-06 22:25:37.387 SEVERE: java.vm.name = Java HotSpot(TM) Server VM
    2013-06-06 22:25:37.387 SEVERE: java.vm.version = 1.5.0_15-b04
    2013-06-06 22:25:37.387 SEVERE: java.home = C:\Program Files\Symantec\Symantec Endpoint Protection Manager\jdk\jre
    2013-06-06 22:25:37.387 SEVERE: catalina.home = C:\Program Files\Symantec\Symantec Endpoint Protection Manager\tomcat
    2013-06-06 22:25:37.387 SEVERE: java.user = null
    2013-06-06 22:25:37.387 SEVERE: user.language = en
    2013-06-06 22:25:37.387 SEVERE: user.country = US
    2013-06-06 22:25:37.387 SEVERE: scm.server.version = 11.0.3001.2224
    2013-06-06 22:25:40.481 SEVERE: ================== StartClientTransport ===================
    2013-06-06 22:25:40.887 SEVERE: Schedule is started!
    2013-06-06 22:25:41.887 SEVERE: StateCheckpointTask connect to secars failed: SERVICE NOT AVAILABLE
    2013-06-06 22:28:57.154 SEVERE: Unknown Exception
    java.lang.OutOfMemoryError: Java heap space
        at com.sybase.jdbc2.jdbc.SybPreparedStatement.countParams(SybPreparedStatement.java:882)
        at com.sybase.jdbc2.jdbc.SybPreparedStatement.<init>(SybPreparedStatement.java:55)
        at com.sybase.jdbc2.jdbc.SybConnection.prepareStatement(SybConnection.java:574)
        at com.sybase.jdbc2.jdbc.MdaManager.getMetaDataAccessor(MdaManager.java:360)
        at com.sybase.jdbc2.jdbc.MdaManager.getMetaDataAccessor(MdaManager.java:311)
        at com.sybase.jdbc2.jdbc.MdaManager.getMetaDataAccessor(MdaManager.java:302)
        at com.sybase.jdbc2.tds.Tds.setOption(Tds.java:1022)
        at com.sybase.jdbc2.jdbc.SybConnection.setAutoCommit(SybConnection.java:626)
        at org.apache.commons.dbcp.DelegatingConnection.setAutoCommit(DelegatingConnection.java:268)
        at org.apache.commons.dbcp.PoolableConnectionFactory.activateObject(PoolableConnectionFactory.java:368)
        at org.apache.commons.pool.impl.GenericObjectPool.borrowObject(GenericObjectPool.java:787)
        at org.apache.commons.dbcp.PoolingDataSource.getConnection(PoolingDataSource.java:95)
        at org.apache.commons.dbcp.BasicDataSource.getConnection(BasicDataSource.java:540)
        at com.sygate.scm.server.db.util.DatabaseUtilities.getDefaultDatabaseConnection(DatabaseUtilities.java:215)
        at com.sygate.scm.server.db.util.DatabaseUtilities.getDefaultDatabaseConnection(DatabaseUtilities.java:206)
        at com.sygate.scm.server.metadata.MetadataManager.getConnectionNoCheckRequireTransactionId(MetadataManager.java:703)
        at com.sygate.scm.server.metadata.MetadataManager.getConnection(MetadataManager.java:676)
        at com.sygate.scm.server.metadata.MetadataManager.getLastestUsnForCollection(MetadataManager.java:167)
        at com.sygate.scm.server.configmanager.ConfigManager.getLatestUsnForCollection(ConfigManager.java:1159)
        at com.sygate.scm.server.task.SyncLuConfigTask.syncLuConfig(SyncLuConfigTask.java:55)
        at com.sygate.scm.server.task.SyncLuConfigTask.run(SyncLuConfigTask.java:33)
        at java.util.TimerThread.mainLoop(Timer.java:512)
        at java.util.TimerThread.run(Timer.java:462)
    2013-06-06 22:29:01.685 SEVERE: Unknown Exception in: com.sygate.scm.server.consolemanager.RequestHandler
    java.lang.OutOfMemoryError: Java heap space
        at java.lang.AbstractStringBuilder.expandCapacity(AbstractStringBuilder.java:99)
        at java.lang.AbstractStringBuilder.append(AbstractStringBuilder.java:393)
        at java.lang.StringBuffer.append(StringBuffer.java:225)
        at org.apache.catalina.loader.StandardClassLoader.toString(StandardClassLoader.java:524)
        at org.apache.catalina.loader.WebappClassLoader.toString(WebappClassLoader.java:993)
        at java.lang.String.valueOf(String.java:2615)
        at java.lang.StringBuffer.append(StringBuffer.java:220)
        at javax.xml.parsers.FactoryFinder.findJarServiceProvider(Unknown Source)
        at javax.xml.parsers.FactoryFinder.find(Unknown Source)
        at javax.xml.parsers.DocumentBuilderFactory.newInstance(Unknown Source)
        at com.sygate.scm.server.consolemanager.RequestHandler.<init>(RequestHandler.java:71)
        at com.sygate.scm.server.servlet.ConsoleServlet.doPost(ConsoleServlet.java:82)
        at javax.servlet.http.HttpServlet.service(HttpServlet.java:717)
        at javax.servlet.http.HttpServlet.service(HttpServlet.java:810)
        at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:199)
        at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:145)
        at org.apache.catalina.core.StandardWrapperValve.invoke(StandardWrapperValve.java:210)
        at org.apache.catalina.core.StandardPipeline$StandardPipelineValveContext.invokeNext(StandardPipeline.java:596)
        at org.apache.catalina.core.StandardPipeline.invoke(StandardPipeline.java:433)
        at org.apache.catalina.core.ContainerBase.invoke(ContainerBase.java:955)
        at org.apache.catalina.core.StandardContextValve.invoke(StandardContextValve.java:139)
        at org.apache.catalina.core.StandardPipeline$StandardPipelineValveContext.invokeNext(StandardPipeline.java:596)
        at org.apache.catalina.valves.CertificatesValve.invoke(CertificatesValve.java:198)
        at org.apache.catalina.core.StandardPipeline$StandardPipelineValveContext.invokeNext(StandardPipeline.java:594)
        at org.apache.catalina.core.StandardPipeline.invoke(StandardPipeline.java:433)
        at org.apache.catalina.core.ContainerBase.invoke(ContainerBase.java:955)
        at org.apache.catalina.core.StandardContext.invoke(StandardContext.java:2460)
        at org.apache.catalina.core.StandardHostValve.invoke(StandardHostValve.java:133)
        at org.apache.catalina.core.StandardPipeline$StandardPipelineValveContext.invokeNext(StandardPipeline.java:596)
        at org.apache.catalina.valves.ErrorDispatcherValve.invoke(ErrorDispatcherValve.java:119)
        at org.apache.catalina.core.StandardPipeline$StandardPipelineValveContext.invokeNext(StandardPipeline.java:594)
        at org.apache.catalina.valves.ErrorReportValve.invoke(ErrorReportValve.java:117)
    2013-06-06 22:29:16.045 SEVERE: Unexpected server error.
    com.sygate.scm.server.metadata.MetadataException:
        at com.sygate.scm.server.metadata.MetadataManager.getConnectionNoCheckRequireTransactionId(MetadataManager.java:705)
        at com.sygate.scm.server.metadata.MetadataManager.getConnection(MetadataManager.java:676)
        at com.sygate.scm.server.metadata.MetadataManager.getLastestUsnForCollection(MetadataManager.java:167)
        at com.sygate.scm.server.configmanager.ConfigManager.getLatestUsnForCollection(ConfigManager.java:1159)
        at com.sygate.scm.server.task.SyncLuConfigTask.syncLuConfig(SyncLuConfigTask.java:55)
        at com.sygate.scm.server.task.SyncLuConfigTask.run(SyncLuConfigTask.java:33)
        at java.util.TimerThread.mainLoop(Timer.java:512)
        at java.util.TimerThread.run(Timer.java:462)
    Caused by: java.sql.SQLException: SEM: Connect to database failed
        at com.sygate.scm.server.db.util.DatabaseUtilities.getDefaultDatabaseConnection(DatabaseUtilities.java:243)
        at com.sygate.scm.server.db.util.DatabaseUtilities.getDefaultDatabaseConnection(DatabaseUtilities.java:206)
        at com.sygate.scm.server.metadata.MetadataManager.getConnectionNoCheckRequireTransactionId(MetadataManager.java:703)
        ... 7 more
    com.sygate.scm.server.util.ServerException: Unexpected server error.
        at com.sygate.scm.server.configmanager.ConfigManager.getLatestUsnForCollection(ConfigManager.java:1161)
        at com.sygate.scm.server.task.SyncLuConfigTask.syncLuConfig(SyncLuConfigTask.java:55)
        at com.sygate.scm.server.task.SyncLuConfigTask.run(SyncLuConfigTask.java:33)
        at java.util.TimerThread.mainLoop(Timer.java:512)
        at java.util.TimerThread.run(Timer.java:462)
    Caused by: com.sygate.scm.server.metadata.MetadataException:
        at com.sygate.scm.server.metadata.MetadataManager.getConnectionNoCheckRequireTransactionId(MetadataManager.java:705)
        at com.sygate.scm.server.metadata.MetadataManager.getConnection(MetadataManager.java:676)
        at com.sygate.scm.server.metadata.MetadataManager.getLastestUsnForCollection(MetadataManager.java:167)
        at com.sygate.scm.server.configmanager.ConfigManager.getLatestUsnForCollection(ConfigManager.java:1159)
        ... 4 more
    Caused by: java.sql.SQLException: SEM: Connect to database failed
        at com.sygate.scm.server.db.util.DatabaseUtilities.getDefaultDatabaseConnection(DatabaseUtilities.java:243)
        at com.sygate.scm.server.db.util.DatabaseUtilities.getDefaultDatabaseConnection(DatabaseUtilities.java:206)
        at com.sygate.scm.server.metadata.MetadataManager.getConnectionNoCheckRequireTransactionId(MetadataManager.java:703)
        ... 7 more
    2013-06-06 22:29:16.935 SEVERE: Shuting down server ...



  • 2.  RE: Failed to connect to server. (Service stops after restart)

    Posted Jun 06, 2013 11:14 PM

    You need to turn on advanced logging

    Set the scm.log.loglevel=FINEST and reproduce the error

    Reference:

    How to debug the Symantec Endpoint Protection Manager

    Article:TECH102413  |  Created: 2007-01-06  |  Updated: 2013-02-26  |  Article URL http://www.symantec.com/docs/TECH102413

     



  • 3.  RE: Failed to connect to server. (Service stops after restart)

    Posted Jun 06, 2013 11:28 PM

    Browse to conf.properties by navigating through

    %Program Files\Symantec\Symantec Endpoint Protection Manager\tomcat\etc\conf.properties
    2. Edit Conf.properties
    3. Add scm.db.datasource= jdbc/metadatabase at the last line (There will be a space after the equal sign)
    4. Save the file

    Execute Management Configuration Wizard.

    Once the Management Configuration is complete. Symantec Endpoint Manager services would be started and you should be able to login to SEPM console.

    Event ID 4096 Java -1 error in event viewer, SEPM service will not stay in started state. "Failed to connect to server" message during login to SEPM.

    Article:TECH181655  |  Created: 2012-02-17  |  Updated: 2012-12-17  |  Article URL http://www.symantec.com/docs/TECH181655

     



  • 4.  RE: Failed to connect to server. (Service stops after restart)



  • 5.  RE: Failed to connect to server. (Service stops after restart)
    Best Answer

    Posted Jun 07, 2013 12:02 AM

    From the logs its mentioned that it ran out of memory. Try these steps to increase the Java heap size

     

    To adjust the Symantec Endpoint Protection Manager heap size:

      1. Click Start> Run.
      2. In the Run dialog box, type regedit
      3. Press Enter.
      4. Locate the following registry key: 
        HKLM\SYSTEM\CurrentControlSet\Services\semsrv\Parameters\
      5. Locate the following keys: 
        JVM Option Number 0 
        JVM Option Number 1
      6. Adjust the key values upward, and for optimal performance, match the key values.
        For example, to create a 1 GB static heap, set: "JVM Option Number 0" to "-Xms512m", and set "JVM Option Number 1" to "-Xmx1024m".
      7. Close Regedit.
      8. Click Start > Settings > Control Panel > Administrative Tools
      9. In the Services dialog box, right-click Symantec Endpoint Protection Manager, and then click Restart.

    And also check your IIS if its running in 32 bit or 64 bit mode.

    http://support.microsoft.com/kb/894435

    Even if this fixes the issue, the version of SEP what u r running is very old try upgrading to the latest 12.1 at the earliest.

     

     



  • 6.  RE: Failed to connect to server. (Service stops after restart)

    Broadcom Employee
    Posted Jun 07, 2013 12:20 AM

    is the machine having enough disk space?

    can you increase heap size as suggested in this article

    http://www.symantec.com/business/support/index?page=content&id=TECH105179



  • 7.  RE: Failed to connect to server. (Service stops after restart)

    Posted Jun 08, 2013 09:36 PM

    Thanks for all of the guidance.   Increasing the Java heap size stopped the service from crashing and has allowed SEPM to push the definitions out to the clients