"Failed to connect to the server" error when logging into the SEPM

Products

• Endpoint Protection

Issue/Introduction

When logging into the Symantec Endpoint Protection Manager (SEPM) a "Failed to connect to the server" error pops up. This error can be caused by many things and this document will assist in finding the cause and proper solution for the common causes of this issue.

Resolution

Symantec Endpoint Protection Manager Service:

• Symptom 1:

The SEPM service will not start and in the Windows Event Viewer System log you see the following error:

Source: Service Control Manager
Event ID: 7041
Description: The semsrv service was unable to log on as NT SERVICE\semsrv with the currently configured password due to the following error:
Logon failure: the user has not been granted the requested logon type at this computer./
Service: semsrv
Domain and account: NT SERVICE\semsrv

This service account does not have the required user right "Log on as a service."

Solution: TECH216042

 

• Symptom 2:

The SEPM service will not start and you see the following in <SEPM Install Directory>\tomcat\logs\catalina.out :

INFO: Forced shutdown monitor initialized
Protecting dada/output/agent folder with ACLs ...
Missing property: scm.db.datasource.           (This missing property may vary)
Server is not configured correctly, please run Server Configuration Assistant!

In the <SEPM Install Directory>\tomcat\etc\conf.properties you confirm that the missing property listed in the error above is not present.

Solution: Replace the conf.properties file with a known good one (if possible). If this is not possible, uninstall SEPM and reinstall, using the recovery keys and same database to properly restore the conf.properties file.

 

• Symptom 3:

The SEPM service will not stay started and in the <SEPM Install Directory>\tomcat\logs\catalina.out the following error appears:

Com.Sygate.SCM.Server.Util.SCMServerError: Failed to connect to database after tried 20 times.

There is no "Symantec Endpoint Protection Manager Webserver" service present.

Solution: TECH172812

 

Symantec Embedded Database Service:

• Symptom:

The Symantec Embedded Database service is not started and stops instantly when attempting to start it with error: 

"The Symantec Embedded Database service on Local Computer started and then stopped."

In the <SEPM Install Directory>\db\err.log you see an error similar to the following:

Fatal error: Could not open/read file: <SEPM Install Directory>\data\inbox\log\traffic\4F9B3F56C8C8010801CC5461C422B1F4.tmp.dat   

(The name of the .tmp.dat file will vary)

Solution: TECH134782