Unable to Log in to the UI: The Enforce Server Locks Out the Administrator

Products

• Data Loss Prevention Enforce

Issue/Introduction

The Administrator account is unable to login to the Enforce Server.

Resolution

The following instructions work only in the case where the server account for the administrator is locked.

To unlock the administrator account:

1. From the command prompt, type: sqlplus /nolog.
2. Next, type: connect protect/<password>.
3. Type in the following SQL query:  SQL> Select userid,name,datelockedout from protectUser;
4. NOTE: scroll up the list of account names and IF you see a date under the account name that means the account is locked.
    
5. Update protectUser set datelockedout = NULL where userid = <place administrator ID here>;
   Note: To make sure the account is unlocked run step 4.
6. In the command prompt, type commit;

If the previous instructions do nothing to unlock the administrator account, do the following:

1. Check to see whether you can log in to the Oracle DB Server.
2. If the log in to Oracle results in an "idle instance" error, for example, through the following steps:
   1. In the command prompt, type: sqlplus /nolog.
   2. In the SQL*Plus prompt, enter: conn sys/password as sysdba.
   3. Does it say something like: Connected to an idle instance.?
3. If step 2 is the case, start the database instance. 

To unlock the administrator account:

1. At the SQL*Plus prompt, type startup.
2. If the outlined steps do not yield a success, provide the following items to support:

• A copy of C:\Vontu\Protect\logs\tomcat\ 
• A copy of C:\oracle\product\10.2.0\admin\protect\bdump\alert_protect.log (your SID and path may vary) 
• A dir of: C:\oracle\product\10.2.0\admin\protect\bdump (your path to bdump may vary)