Backup Tab on Symantec Encryption Management Server\PGP Universal Server Remains as Restore in Progress

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Article ID: 156745

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Updated On:

Products

Symantec Products

Issue/Introduction

After clicking  on System > Backup, the screen displays Restore in Progress with a progress bar, but is not updated.  After migrating to a new version of Symantec Encryption Management Server (previously PGP Universal Server), if any update problems are detected, the message below may also appear:

Trying to navigate with any button on the page results in an "Error Page Not Found".

Cause

The error is due to either a Restore script not running, an ERROR occurrence in the restore logs, or due to schema mismatch problems in the database schema. 

Resolution

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 PGP Universal Server via the command line must be:

  • Authorized in writing by Symantec Support.
  • Implemented by a Symantec Partner, reseller or Symantec Technical Support.
  • Summarized and documented in a text file in /var/lib/ovid/customization on the 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.

Log into Encryption Management Server via SSH and use the following steps:

Note: See article TECH149673 on how to access the server via SSH. http://www.symantec.com/docs/TECH149673

  1. Change to the ovid directory: cd /var/log/ovid
  2. Type: ls -al last_restore_migration_error.log

    You should see the file

    "last_restore_migration_error.log-> pointing to /var/log/ovid/migrate_3.1.2.9_3.2.0.1672"

    (Actual build number may vary depending on the the version).
     
  3. type cp last_restore_migration_error.log last_restore_migration_error.log.log

    Note: Before removing the symbolic link, make a copy of the file. You can give the copied file any name for simplification just adding a ".log" here.
     
  4. Type rm last_restore_migration_error.log

    Note: When removing the original file, the command will ask for the confirmation before removing the file. Press Y to delete it.
     
  5. Once the original file is deleted, the error is not displayed.

Confirm the issue is resolved by refreshing the browser.


Applies To

PGP  Universal Server 3.2.x

PGP Universal Server 3.3.0

Symantec Encryption Management Server 3.3.1

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