search cancel

The Symantec Endpoint Protection Manager Webserver service fails to start after upgrade

book

Article ID: 163532

calendar_today

Updated On:

Products

Endpoint Protection

Issue/Introduction

The Symantec Endpoint Protection Manager Webserver service (Apache) fails to start after upgrading Symantec Endpoint Protection Manager (SEPM).

 

From Application Event Log:

Application Error Apache Service (Name of SEPM) 3299 "The description for Event ID '3299' in Source 'Apache Service' cannot be found. The local computer may not have the necessary registry information or message DLL files to display the message, or you may not have permission to access them. The following information is part of the event:'The Apache service named', '', 'reported the following error:

>>>', 'httpd.exe: Syntax error on line 131 of C:/Program Files (x86)/Symantec/Symantec Endpoint Protection Manager/apache/conf/httpd.conf: Cannot load modules/mod_ssl.so into server: The specified module could not be found.', '',

From FIPSmode.log:

7/10/2016 6:18:29 AM Unable to delete file: C:\Program Files (x86)\Symantec\Symantec Endpoint Protection Manager\jre\lib\ext\sslj.jar Error: Permission denied. Ensure SEPM services and Console are closed, and then rerun script.

7/10/2016 6:18:29 AM Unable to delete file: C:\Program Files (x86)\Symantec\Symantec Endpoint Protection Manager\jre\lib\ext\sslj.jar Error: Permission denied. Ensure SEPM services and Console are closed, and then rerun script.

 

Cause

The root cause is that the SEPM service was not stopped completely during the upgrade.

Resolution

1. Stop the Symantec Endpoint Protection Manager service.
2. Verify the SEPM console is completely closed.
3. Run C:\Program Files (x86)\Symantec\Symantec Endpoint Protection Manager\bin\FIPSMode-Disable.bat
4. Run C:\Program Files (x86)\Symantec\Symantec Endpoint Protection Manager\bin\upgrade.bat and follow the prompts.
5. Verify the SEPM service and SEPM Web Service are started. If not, start them.
6. Open the SEPM and login.