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Cannot login to SWG. "We're sorry but a serious database error has occurred and we are unable to complete your request"

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Article ID: 162324

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Updated On:

Products

Web Gateway

Issue/Introduction

Unable to access SWG GUI. Error received, "We're sorry but a serious database error has occurred and we are unable to complete your request".

* Unable to enable RA from CLI due to database errors.
  10 - Advanced admin (reboot/shutdown/remote assistance)
   3 - Enable Symantec Web Gateway remote assistance
* Check disk space from CLI and there is enough disk space on all partitions
    *** MAIN MENU ***
   1  - Display free disk space
* Restart SWG appliance. After restart, SWG is working fine.
* Access SWG GUI, enable remote assistance and upload the diagnostic.

Cause

Excerpt from messages log indicates that processes got randomly killed including mysqld process due to out of memory condition issue.

Here are the entries found in SWG 5.1
--------------------------------
localhost kernel: mysqld invoked oom-killer: gfp_mask=0x280da, order=0, oom_adj=0
localhost kernel: mysqld invoked oom-killer: gfp_mask=0x280da, order=0, oom_adj=0

Here are the entries found in SWG 5.2
--------------------------------
localhost kernel: Out of Memory: Killed process 24745 (mysqld_safe).
localhost kernel: oom-killer: gfp_mask=0xd02
localhost kernel: Out of Memory: Killed process 14534 (mi5cache).
localhost kernel: oom-killer: gfp_mask=0xd02
localhost kernel: Out of Memory: Killed process 3382 (unlinkd).
localhost kernel: oom-killer: gfp_mask=0xd02

Resolution

SWG 5.2.2.118 contains fix related to memory leak issues.
Update to the latest version in Administration > Updates > Web Gateway Software Updates > Latest Version Available > Update.