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"Could not create Java virtual machine" error when launching SEPM console

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Article ID: 163691

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Updated On:

Products

Endpoint Protection

Issue/Introduction

When attempting to launch the Symantec Endpoint Protection Manager (SEPM) console, the following error is received:  "Could not create Java virtual machine"

After the error is acknowledged the console fails to open.  This error can occur with other SEPM-related issues, or be encountered on a SEPM which is otherwise working normally. 

Cause

This issue can be caused by the SEPM server being unable to allocate sufficient memory space for the JVM object heap, as defined within sesm.bat (the batch file used to launch the SEPM console, located at \Symantec Endpoint Protection Manager\bin\sesm.bat). 

Resolution

To confirm if this behavior is caused by the SEPM server being unable to allocate sufficient memory to the JVM to launch the SEPM console, please perform the following steps:

  1. Inspect the contents of \Symantec Endpoint Protection Manager\bin\sesm.bat using a text editor. 
     
  2. Locate and make note of the following values in sesm.bat: -Xms and -Xmx (there will be a number after these values, followed by "m"; these indicate the lower (-Xms) and upper (-Xmx) bound limits for JVM heap space allocated to the SEPM console).  
     
  3. Open a Command Prompt on the SEPM server, navigate to \Symantec Endpoint Protection Manager\jre\bin and then issue the following command:

    java -Xms?m -Xmx?m -version

    Note: Replace the question marks in the above command string with the -Xms and -Xmx values located in sesm.bat in the previous step. 

  4. If output similar to the following is returned for the command issued in Step 3, this indicates that the SEPM server was able to successfully allocate the specified memory space to the JVM heap:

    java version "1.7.0_80"
    Java(TM) SE Runtime Environment (build 1.7.0_80-b15)
    Java HotSpot(TM) Client VM (build 24.80-b11, mixed mode)


    This type of output indicates that JVM memory allocation is not the issue preventing the SEPM console from launching, and the additional steps in this document will not help to resolve this.  If this is encountered it may be necessary to contact Symantec Support for further assistance and research into this issue.

  5. If output is returned for the command from Step 3 which indicates an error condition (see example below), then please proceed with the remaining steps to resolve this issue.

    Sample error output:

    Error occurred during initialization of VM
    Could not reserve enough space for object heap
    Error: Could not create the Java Virtual Machine.
    Error: A fatal exception has occurred. Program will exit.

  6. Issue the "java" command provided in Step 3, reducing the -Xmx value by 100.  Continue to repeat this command if needed, reducing the -Xmx value by 100 each time, until the command completes successfully and returns output similar to what is seen in Step 4.  Once the command completes successfully, the -Xmx value which was used for the successful command represents the maximum amount of memory which the SEPM server can allocate to the JVM heap.

  7. Create a backup of sesm.bat, then edit the original file, replacing the -Xmx value with the value used in Step 6 which allowed the "java" command to complete successfully.  Save and close sesm.bat when finished.

  8. Attempt to launch the SEPM console.  In the event the same error is still encountered, please contact Support for further assistance.