Could not find the administrator in the database.

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Article ID: 159475

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Updated On:

Products

Data Loss Prevention Enforce

Issue/Introduction

I have done a new install of the Data Loss Prevention (DLP) product and everything looked like it went okay.

However, when I try to log into the User Interface (UI) I can't.  Something about invalid username or password.  I know I have the correct information from the installation process.

Further, when I go and look at the services I see that the Incident Persister won't start.

I go and try to connect to the database and everything works, I can connect as the protect user to the protect database I created in the installation.

What is going on!

Resolution

The problem may be that the installation was not completely successful and the Administrator user account did not get created in the database.

In the localhost log you will see error messages like the following:

<date and time> - Thread: 10 INFO [com.vontu.manager.mail.MailClientSettingsStore] Started to listen to notificaitons for changes in the mail client settings.
<date and time> - Thread: 10 INFO [com.vontu.command.CommandRuntime] Command trigger started: system-event-trigger
<date and time> - Thread: 10 INFO [com.vontu.manager.init.InitNewIncidentCommands] Initializing New incident command runtime with 3 threads
<date and time> - Thread: 10 SEVERE [com.vontu.manager.command.newincident.SetSystemUser] Could not find the administrator in the database.
<date and time> - Thread: 10 SEVERE [com.vontu.command.CommandRuntime] Error initializing command: set-status (ID -2147483648).
Cause:
com.vontu.command.CommandException: Could not find Administrator
com.vontu.command.CommandException: Could not find Administrator
 at com.vontu.manager.command.newincident.SetIncidentStatus.initialize(SetIncidentStatus.java:67)

If you do see the above, connect to the database as the protect user via sqlplus and do the following query:

SQLPLUS> select name from protectUser;

If zero (0) rows are returned, then the Administrator account did not get created.

If the database was not created via the installation process the problem is likely a rights issue. The problem could be that the necessary rights were granted to a role and then the role to the protect user. 

The database needs to be rebuilt with the necessary right assigned directly to the user.  The DLP software can then be reinstalled.  After the installation, check to make sure the Administrator account was created.

If this does not resolve, open a case with technical support.