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Sending Mail Within Enforce Console Incidents Menu Results in Red Screen of Death Error

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Article ID: 162165

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Updated On:

Products

Data Loss Prevention Enforce

Issue/Introduction

Upgraded version of Data Loss Prevention (DLP) Enforce console to version 12.5.2 recently.

After the upgrade process is complete the user is unable to send an email manually using send email icon on the incidents menu bar within  DLP Enforce console.

Attempting to send email using the send icon results in an Red Screen of Death error message.

Red Screen of Death message:

An Unexpected error has occurred. This could be due to one of the following 1) Your session timed out and you selected a link that was no longer valid, 2) You used the browser back or forward button placing the system into an inconsistent state, or 3) The system experienced a temporary problem.

Tomcat Localhost Log Error:
Thread: 845 WARNING [com.vontu.manager.struts.transactions.AllowsTransactionalProxy] Exception thrown by class com.vontu.manager.report.MailReportAction.execute
Thread: 845 SEVERE [com.vontu.manager] [/SendNetworkReportAction] Unexpected error occurred while processing action
Thread: 845 SEVERE [com.vontu.manager] [/SendNetworkReportAction]
Cause:
com.vontu.manager.mail.ReportMailerRuntimeException: An error occurred while emailing the report
javax.mail.AuthenticationFailedException: No authentication mechanisms supported by both server and client
com.vontu.manager.mail.ReportMailerRuntimeException: An error occurred while emailing the report

Caused by: javax.mail.AuthenticationFailedException: No authentication mechanisms supported by both server and client
    at com.sun.mail.smtp.SMTPTransport.protocolConnect(SMTPTransport.java:590)
    at javax.mail.Service.connect(Service.java:291)
    at com.vontu.enforce.mail.MailClient.connect(MailClient.java:129)
    at com.vontu.enforce.mail.MailClient.sendEmail(MailClient.java:208)
    at com.vontu.manager.mail.MailSendingService.sendEmail(MailSendingService.java:100)

Cause

During the upgrade of the DLP Enforce servers extra metro library files were added that caused an issue with the DLP reporting API which is a product defect.

The files added were webservices-extra.jar and webservices-extra-api.jar located in the \SymantecDLP\Protect\lib\jdbc directory on Windows or /opt/SymantecDLP/Protect/lib/jdbc on Linux.

  • (The directory for this JAR may have changed to \SymantecDLP\Protect\tomcat\lib in later DLP versions).

Resolution

  1. Log out of the DLP Enforce server and close the browser window.
  2. Stop the VontuManager service and then copy the webservices-extra.jar and webservices-extra-api.jar out of the \Protect\lib\jdbc directory into another temp folder.
    • In DLP 14, the jar files may be located in /opt/SymantecDLP/Protect/tomcat/lib
  3. Restart the VontuManager service and confirm if issue is resolved.