BUG REPORT: Problems with web interface (Tomcat) after the update of Symantec Encryption Management Server (formerly PGP Universal Server)

Products

• Encryption Management Server
• Gateway Email Encryption

Issue/Introduction

After installing an update for PGP Universal Server or Symantec Encryption Management Server you receive an error instead of the login screen to the Administration Console in your web browser. Or you may notice that some icons are missing from certain pages on the Administration Console.

 

You may see one of these or similar:

HTTP Status 404 - /omc/GetLoginScreen.uevent
type Status report
message /omc/GetLoginScreen.uevent
description The requested resource(/omc/GetLoginScreen.uevent) is not available.
Apache Tomcat/5.5.2.7

or

HTTP Status 404 - /omc/GetUpdatesScreen.event
type Status report
message /omc/GetUpdatesScreen.event
description The requested resource (/omc/GetUpdatesScreen.event) is not available.
Apache Tomcat/5.5.2.7

 

Cause

This is due to missing files in the tomcat-directory after the update was applied to the server.

 

Resolution

The issue is resolved by recreating the missing files in the tomcat-directory on the server via the command line. To recreate the directory, you must access the server via a secure SSH client.

If you cannot access the server, because you did not set this up yet, please contact the technical support of Symantec.

After accessing the server via commandline, use the following to recreate the missing directory.

Caution: Before making this type of change through the command line you should ensure that you have a current backup on your Symantec Encryption Management Server (formerly PGP Universal Server) and have tested the backup to ensure that it will restore correctly before proceeding. Failure to delete the correct directory may cause your Symantec Encryption Management Server to not work correctly and may require you to reinstall the Symantec Encryption Management Server and restore from the backup.

Type the following at the command line prompt: 
 1. pgpsysconf --stop tomcat
 2. mv /var/tomcat/webapps/omc /root
 3. pgpsysconf --start tomcat
 4. pgpsysconf --apache

These commands will force the Tomcat servlet to unpack a fresh copy of the omc web application. It should take less than 30 seconds for the Tomcat servlet to discover the missing omc directory and recreate it.

Accessing the server via 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.

You should not establish root access to your server unless directed to do so by Symantec Technical Support or Symantec Engineering.

 

Note: You might need to clear the web browser cache.

Applies To

Symantec Encryption Management Server 3.3.0 (formerly PGP Universal Server) or later