Incorrect MAC Address on Server when Restoring Symantec Encryption Management Server Backup from Different Hardware

Products

• Encryption Management Server
• Gateway Email Encryption

Issue/Introduction

This article details an issue when restoring a backup of a Symantec Encryption Management Server (previously PGP Universal Server) to new server hardware.

Resolution

When backing up data on one Encryption Management Server and then restoring the data onto a different Encryption Management Server, MAC address information is incorrect and can cause a MAC address conflict on the new server.

This conflict is caused by the MAC address of the restored server being set to the MAC address of the backed up server. This issue cannot be fixed through the user interface of the server and must be corrected via the command line interface.[19895]

This issue is corrected via the command line of the Encryption Management Server by editing the hostname, IP address, gateway, MAC address, and netmask fields in the prefs.xml.

The prefs.xml file is located in the /etc/ovid directory.

Accessing the Symantec Encryption Management Server command line for read-only purposes (such as to view settings, services, logs, processes, disk space, query the database, etc) is supported. However, performing configuration modifications or customizations via the command line may void your Symantec Support agreement unless the following procedures are followed.

Any changes made to the Symantec Encryption Management Server via the command line must be:
 

• Authorized in writing by Symantec Technical Support or published as an approved and documented process on the Symantec Knowledge Base.
• Implemented by a Symantec Partner, reseller or Symantec Technical Support.
• Summarized and documented in a text file in /var/lib/ovid/customization  on the Symantec Encryption Management Server itself.

Changes made through the command line may not persist through reboots and may be incompatible with future releases.  Symantec Technical Support may also require reverting any custom configurations on the Symantec Encryption Management Server back to a default state when troubleshooting new issues.

To resolve this issue, submit a technical support request.