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Not able to login to the Endpoint Protection Manager console after upgrading

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Article ID: 151508

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Updated On:

Products

Endpoint Protection

Issue/Introduction

When logging on to the Symantec Endpoint Protection Manager (SEPM) console the login stops without any error message. The window cannot be closed and the login does not complete. Task manager must be used to stop the process. There are no errors for this event in the event viewer . A test of the Open Database Connectivity (ODBC) Connection fails.

 

Cause

The cause for this issue is that the SEPM is not able to communicate to the database.

 

Resolution

Make sure that the ODBC Connection Is successful

Steps to Test ODBC Connection in case of Embedded (Sybase) database

  • Verify that the "Symantec Embedded Database" service is running and that the dbsrv9.exe process is listening on TCP port 2638
  • Test the ODBC connection.
  1. In the Windows Control Panel, open Data Sources (ODBC).
  2. On the System DSN tab click Symantec Endpoint Security DSN.
  3. Click Configure.
  4. On the Login tab, enter the User ID DBA and the Symantec Endpoint Protection database password configured during installation (this is the same as the Endpoint Protection Manager login password by default).
  5. On the Database tab enter the name of the computer that runs Symantec Endpoint Protection Manager into the "Server name:" field.
  6. Under Database Name, enter the following: sem5
  7. On the Network tab ensure TCP/IP is checked.
  8. Enter the IP address of the computer that runs Symantec Endpoint Protection Manager into the TCP/IP field.
  9. On the ODBC tab, click Test Connection and ensure it states Connection successful.
  10. Click OK
     

Steps to Test ODBC Connection in case of SQL database

  • Verify that you have specified a named instance during installation and configuration. Example: \\<server name>\<instance name>  
  • Verify SQL Server is running and properly configured.
  • Verify the network connections between Symantec Endpoint Protection Manager and the SQL database.
  • Test the ODBC connection.
  1. From the Control Panel open Administrator Tools.
  2. Double click Data Sources (ODBC)
  3. Choose the System DSN tab.
  4. Double-click SymantecEndpointSecurityDSN and go through the wizard to ensure the following settings:

    Name: SymantecEndpointSecurityDSN
    Description: <Anything>
    Server: Servername\InstanceName (Only enter the server name or IP address if using the default instance)
    Login ID: sa
    Password: <password>
     
  5. Leave the defaults for the rest of the items and click Finish.
  6. Click the Test Data Source on the next page and ensure it states Success.
  7. Click OK

Note: For 64-bit servers, SEPM installation registers with 32-bit ODBC DSN which is stored in the WOW6432Node registry hive. To open the 32-bit ODBC connector, run odbcad32.exe from the Windows\SYSWOW64 folder.