The transaction log for database 'SEEMSDB' is full - Symantec Endpoint Encryption Web Console Not Accessible

Products

• Endpoint Encryption
• Desktop Email Encryption
• Drive Encryption
• Encryption Management Server
• File Share Encryption
• Gateway Email Encryption
• PGP Command Line
• PGP Key Management Server
• PGP Key Mgmt Client Access and CLI API
• PGP SDK

Issue/Introduction

When trying to either use reports, use the Web Console for Symantec Endpoint Encryption, you may receive an error that the server is not responding.

Upon trying to login to the Helpdesk you may see the following errors:

"Service is temporarily unavailable. Contact your administrator" 

"The server is currently inaccessible.  Try again later"

 

You may even receive an error about "Database Access Error" trying to perform reporting functions. 

Upon reviewing the "webapp.log" file, the following errors can be seen:

2022-12-09 13:17:49,006 [127] ERROR WebLoginCommon.SEEHandleErrorAttribute - 
System.Data.Entity.Infrastructure.DbUpdateException: An error occurred while updating the entries. See the inner exception for details. 
---> System.Data.Entity.Core.UpdateException: An error occurred while updating the entries. See the inner exception for details. 
---> System.Data.SqlClient.SqlException: The transaction log for database 'SEEMSDB' is full due to 'LOG_BACKUP'.
at System.Data.Entity.Core.Objects.ObjectContext.ExecuteInTransaction[T](Func`1 func, IDbExecutionStrategy executionStrategy, Boolean startLocalTransaction, Boolean releaseConnectionOnSuccess)
 

 

On the SQL server you may see the following event: 

"Error Event ID: 9002
Source: MSSQLSERVER
Message: The transaction log for database 'SEEMSDB' is full. To find out why space in the log cannot be reused, see the log_reuse_wait_desc column in sys.databases"

 

 

 

For additional troubleshooting with SEE Management Server Communications, see the following article:

155127 - Symantec Endpoint Encryption Client communication and SEE Client Creation troubleshooting steps

Resolution

There are potentially multiple reasons for this issue, but this article will focus on two requirements mentioned in the Table of Contents below:

Table of Contents

• Requirement 1: Database Transaction Log Functionality (Set to Unrestricted File Growth)
• Requirement 2: SEE Management Server must be fully joined and operational on the Domain.

 

 

Requirement 1: Database Transaction Log Functionality (Set to Unrestricted File Growth)

 

If the  transaction log  for the database is full, this can lead to other system issues.

To find out why space in the log cannot be reused, see the log_reuse_wait, log_reuse_wait_desc column in sys.databases catalog view. 

This will help to determine what may be going on with the database. 

 

Method 1

 

Backup transaction log

 

When the transaction logs are full, you must immediately back up your transaction log file. While the backup of your transaction log files is created, SQL Server automatically truncates the inactive part of the transaction log. The inactive part of the transaction log file contains the completed transactions, and therefore, the transaction log file is no longer used by SQL Server during the recovery process. SQL Server reuses this truncated, inactive space in the transaction log instead of permitting the transaction log to continue to grow and to use more space.

 

   To Backup a transaction log

1.       In SQL Server Management Studio, Expand Databases

2.       Right-click SEEMSDB (Or whatever the name of the database is) database, point to Tasks, and then click Back Up. The Back Up Database dialog box appears.

3.       In the Database list box, verify the database name.

4.       Verify that the recovery model is either FULL or BULK_LOGGED.

5.       In the Backup type list box, select Transaction Log.

 

 

Method 2

 

Set Autogrowth to "Unrestricted"

 

1.       In SQL Server Management Studio, right click on the SEEMSDB database.

2.       Go to Properties.

3.       Then go to the Files section.

4.       Click on both the data and log autogrowth column (Click the ...)

5.       Select “ Unrestricted File Growth”

 

Note : This also applies for the error : "Transaction log for database SEEMDb is full"

 

In order to do the above, you will need to have proper access to the database.  Work with your Database team to help resolve these types of issues.

 

Requirement 2: SEE Management Server must be fully joined and operational on the Domain.

If you are currently running into issues with the Domain Controller, such as the Server where SEE Management Server is installed, is currently not joined to the domain, or unable to get domain GPO policy, work with your Active Directory team for guidance to resolve these issues.

The SEE Management Server must be able to successfully obtain policy just fine in order for the SEE Management Server to function properly.

 

 

If you continue to have issues, reach out to Symantec Encryption Support for further guidance. 

Additional Information

155127 - Symantec Endpoint Encryption Client communication and SEE Client Creation troubleshooting steps