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Unable to access ServiceDesk portal

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Article ID: 162211

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Updated On:

Products

ServiceDesk

Issue/Introduction

After a power outage Symantec Management Platform Console and ServiceDesk portal not opening

Getting the below error while accessing the ServiceDesk portal (even after the SMP console issue was fixed)

System.Data.SqlClient.SqlException: Cannot generate SSPI context. 
System.InvalidOperationException: Cannot open SWFSVR service on computer '.'. ---> System.ComponentModel.Win32Exception: Access is denied 
--- End of inner exception stack trace --- 
at System.ServiceProcess.ServiceController.GetServiceHandle(Int32 desiredAccess) 
at System.ServiceProcess.ServiceController.Stop() 
at LogicBase.Local.TaskTray.Program.DoServerRestart() 
at LogicBase.Local.TaskTray.Program.menuItemrestartServerExtension_Click(Object Sender, EventArgs e) 
at System.Windows.Forms.MenuItem.OnClick(EventArgs e) 
at System.Windows.Forms.Command.Invoke() 
at System.Windows.Forms.NotifyIcon.WndProc(Message& msg) 
at System.Windows.Forms.NativeWindow.Callback(IntPtr hWnd, Int32 msg, IntPtr wparam, IntPtr lparam)

Cause

Connection with SQL server seems to be broken

Resolution

Tried to Restart Server Extensions from Task Tray Tool but got the same error.

Verified the SQL connection string in Connection String Editor following the below steps:
1. Go to Start > All Programs > Symantec >  Workflow >Designer > Tool > Workflow Explorer

2. In Workflow Explorer, go to SymQ Configuration

3. Go to SymQ_Local_Defaults section in the left pane

4. Select local.workflowsqlexchange- from right side, click Edit Button and then click ellipsis in the end of the SQL Connection String. It will open up the Connection String Editor

5. Verify the correct SQL Server Name and Database instance is selected.

Clicked on Refresh then on Test connection, it succeeded. Restarted IIS and Symantec Workflow Server service, now the ServiceDesk portal was accessible.