"Failed to connect to the server" error when logging on to the Symantec Endpoint Protection Manager.
Last Updated November 22, 2011
"Failed to connect to the server" error when logging on to the Symantec Endpoint Protection Manager (SEPM).
The following are the reported symptoms related to this error:
1. SEPM service fails to start with the following error :
2. Event viewer Application logs have the following entries:
Time: Event: 4098
Description: The semsrv service failed to start.
Time: Event: 4096
Description: Could not load the Java Virtual Machine.
Time: Event: 4097
Description: The LoadLibrary function failed for the following reason: The specified module could not be found.
The Java Virtual Machine (jvm.dll) fails to load as the Microsoft Visual C++ Runtime Library module (MSVCR71.DLL) is either missing from the System32 / SysWoW64 folders or corrupt.
1) Obtain a copy of the MSVCR71.DLL file from another working system and copy it to the SEPM in one of the following locations:
For 32-bit Systems:
For 64-bit Systems:
Note: If C++ is already installed but the file is not present you can find this file in the following directory, which you can copy to the correct directory above.
Then restart the Symantec Endpoint Protection Manager service.
2) Check if the Symantec Endpoint Protection (SEP) Client is installed on the SEPM server.
If not then install the SEP client.
Symantec Endpoint Protection Manager Service now should be able to start.
Note: One other circumstance where Event ID 4098, Event ID 4097, and Event ID 4096 errors are generated is if the upgrade of a SEPM was interrupted. (For example: files were upgraded, but the Management Server Upgrade wizard has not yet been run.) If this is the case, run setup.exe once again and allow the wizards to complete so that the newer schema may be put in place and client packages imported.
Imported Document ID: TECH123142
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