After installing Control Compliance Suite (CCS) Update, Windows could not start the Symantec Application Server service

book

Article ID: 156179

calendar_today

Updated On:

Products

Control Compliance Suite Exchange Control Compliance Suite Windows

Issue/Introduction

A Control Compliance Suite (CCS) Update (i.e. 2012-1 Update) fails during the Application Server component installation. After the failure, the Symantec Application Server service fails to start and the CCS Console will not launch.

 

Cause

When the Application Server component installation failed during an Update, the installation deleted the Application Server's config file which results in the Symantec Application Server service failing to start. When the Symantec Application Server service will not start, the CCS Console will not launch.

Resolution

Use the following steps to resolve the issue:

1. Browse to the following directory on the machine hosting the Application Server component:

\Symantec\CCS\Reporting and Analytics\Application Server

2. Confirm that the Application Server's config file AppserverService.exe.config is missing.

3. If the file is missing, download the sample config file AppserverService.exe.config.sample attached to this article.

4. Open the sample config file and locate the <appsettings> section of the file.

5. Edit the following line by entering the FQDN of the machine hosting the <CCS Directory Server> (SymantecCCS ADAM instance)

<add key="AppServerAdam" value="<CCS Directory Server>:3890" />

6. Use local SymCert utility (on machine hosting Application Server component) to display certificates, serial numbers, and thumbprints using the following command:

symcert command=display >symcert.txt

7. Open the text file with SymCert output (i.e. symcert.txt) to get the information to edit the following lines in the <appsettings> section of config file:

<add key="CertificateStore" value="Symantec_Components" />
<add key="CertificateSubject" value="<Application Server>" />
<add key="CertificateSerial" value="<Serial>" />
<add key="CertificateFingerprint" value="<Thumbprint>" />
<add key="SSLCertificateStore" value="Symantec_Components" />
<add key="SSLCertificateSubject" value="<Application Server (SSL Only)>" />
<add key="SSLCertificateSerial" value="<Serial>" />
<add key="SSLCertificateFingerprint" value="<Thumbprint>" />

 NOTE: See Samples 1 & 2 below for guidance with editing values

 

Sample 1 [Symcert command=display output]:

2 certificates in store 'Symantec_Components'

-----------------------------------------------------------------------------------------------------------------------------------------

[Subject]
  CN=CCS-AS-MACHINE, OU=Support, O=Symantec, L=Houston, S=TX, C=US
[Issuer]
  CN=SYMC-C1-ROOT, OU=Support, O=Symantec, L=Houston, S=TX, C=US
[Serial Number]
  00DD6B918BA6BFCFA0
[Not Before]
  5/10/2011 1:00:23 PM
[Not After]
  5/10/2036 1:00:23 PM
[Thumbprint]
 
  F43BB6DC9AFA966A9BF638C5993B975F1C0C681A

-----------------------------------------------------------------------------------------------------------------------------------------

[Subject]
  CN=AppServer-CCS-AS-MACHINE, OU=Support, O=Symantec, L=Houston, S=TX, C=US
[Issuer]
  CN=SYMC-C1-ROOT, OU=Support, O=Symantec, L=Houston, S=TX, C=US
[Serial Number]
  00DD6B918BA6BFCF9F
[Not Before]
  5/10/2011 1:00:09 PM
[Not After]
  5/10/2036 1:00:09 PM
[Thumbprint]
  F3523537E2B6DC8F6C36258688760108AE2EF4F1

-----------------------------------------------------------------------------------------------------------------------------------------

Sample 2 [Certificate key values in <appsettings> section]:

<add key="CertificateStore" value="Symantec_Components" />
<add key="CertificateSubject" value="AppServer-CCS-AS-MACHINE" />
<add key="CertificateSerial" value="00DD6B918BA6BFCF9F" />
<add key="CertificateFingerprint" value="F3523537E2B6DC8F6C36258688760108AE2EF4F1" />
<add key="SSLCertificateStore" value="Symantec_Components" />
<add key="SSLCertificateSubject" value="CCS-AS-MACHINE" />
<add key="SSLCertificateSerial" value="00DD6B918BA6BFCFA0" />
<add key="SSLCertificateFingerprint" value="F43BB6DC9AFA966A9BF638C5993B975F1C0C681A" />

 

8. Save the new config file while renaming it AppserverService.exe.config.

9. Start the Symantec Application Server service.

10. Launch the CCS  Console.

 


Applies To

CCS 10.5.1 + Update 2011-4

Attachments

AppserverService.exe.config.sample get_app