Can not logon to Symantec Endpoint Protection Manager (SEPM) - No errors returned in the logs - The SEPM appears to hang
Last Updated October 17, 2012
When logging onto the SEPM after the server was rebooted, the SEPM logon windows appears to freeze after providing the logon credentials. The message saying: "Connection to the management server, This may take a few seconds" appears with the the progressing bar but nothing happens and doesn't progress any further to the login screen.
Symptoms The database used is a MS SQL 2005 database hosted on a separate server
The SCM-server-0.log does not show any errors. After enabling the Finest logs in the file conf.properties, the SCM-server-0.log file shows:
2010-07-07 11:10:03.318 GRAVE: user.language = fr 2010-07-07 11:10:03.318 GRAVE: user.country = FR 2010-07-07 11:10:03.318 GRAVE: scm.server.version = 11.0.5002.333 2010-07-07 11:10:03.428 INFO: Server startup 2010-07-07 11:10:07.912 FIN: updProcessState: checking... 2010-07-07 11:10:07.928 FIN: updProcessState is busy since mercredi 30 June 2010 17:08:13 CEST locked by 2EE794360A20F2F401FDA70B612F2CBE (ConfigServerHandler.processLUContent) 2010-07-07 11:10:07.928 ATTENTION: updProcessState ProcessState is locked over 3600. Please restart all SEPM services on this site to unlock it.
There are 6 SEPM on 6 different servers using the same SQL database instance. (1 primary and 5 secondary) All SEPM severs are maintaining a connection with the SQL database instance when the SEPM service is started. Because a connection is maintained to the database at all time, one of the SEPM is locking ConfigServerHandler.processLUContent in the database making the logging to the SEPM unresponsive as the database can not be written to.
Stopping all SEPM service on all 6 servers, unlocked the handle on ConfigServerHandler.processLUContent in the database. After checking in the activity monitor of the SQL database instance that all SEPM connections were dropped, restarting the SEPM service and logging on onto one SEPM server was possible.
Afterwards, all other SEPM servers service can be restarted and all SEPM can be logged on to.
Imported Document ID: TECH134742
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