When Symantec DLP services do not start up successfully

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Article ID: 160459

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Updated On:

Products

Data Loss Prevention Enforce

Issue/Introduction

In a two-tier installation, the Oracle database may not start up soon enough and cause the various Symantec DLP services to fail to start up successfully.

Resolution

Relevant Versions:  7.0 and up

In a two-tier installation, the Oracle database may not start up soon enough and cause the various Symantec DLP services to fail to start up successfully. The symptoms are error 500s and login failures for the Administrator and all other users with the correct password.

One solution is to add startup dependencies to Vontu Manager and VontuIncidentPersister. The process is covered in detail in the Microsoft KB article 193888 http://support.microsoft.com/kb/193888.

Specifically, these two Symantec DLP services need to wait for the Oracle database: TNSListener and Protect SID services. The exact service names can be found under Administrative Tools -> Services.

The steps are:

1. Start Services applet. (Start -> Control Panel -> Administrative Tools -> Services)

2. Verify the service names for the Vontu Manager, VontuIncidentPersister and the two Oracle services

3. Start up the registry editor (regedit)

4. Navigate to HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\

5. Select the Vontu Manager subkey

6. Select DependOnService in the right pane

7. Click Edit -> Modify

8. In the "Edit Multi-String" dialog add the two Oracle services, one per line. Click OK

9. Select the VontuIncidentPersister subkey

10. Select DependOnService in the right pane

11. Click Edit -> Modify

12. In the "Edit Multi-String" dialog add the two Oracle services, one per line. Click OK

13. In the Service applet, double click on the VontuManager service

14. Click on the Dependencies tab

15. Verify that the Oracle services show up in the upper window.

16. Double click on VontuIncidentPersister

17. Click on the Dependencies tab

18. Verify that the Oracle services show up in the upper window

19. Close the Services applet and the Registry editor.

The next time the Windows server is started, the VontuManager and VontuIncidentPersister will both wait for the two Oracle services to start.