Cannot access DLP Enforce Server console; page does not load or redirects
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Cannot access DLP Enforce Server console; page does not load or redirects

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Article ID: 164169

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Updated On:

Products

Data Loss Prevention Enforce Data Loss Prevention

Issue/Introduction

There are three situations covered in this article where the Symantec Data Loss Prevention (DLP) Enforce console will not load:

  1. DLP Enforce console doesn't load, and displays a 404 error.
  2. DLP Enforce console redirects to https://[ServerName]/ProtectManager/GlobalDialog?type=NOT_FOUND, and the Monitor Controller service stops.
  3. DLP Enforce console goes into an infinite redirect loop. All SymantecDLP services are running, and a connection to the protect database has been made.

Situation 1

HTTP 404 error

Situation 2

On the DLP Enforce server, the MonitorController.log file shows the following error:

INFO | jvm 1 | 2016/05/04 11:37:11 | WrapperSimpleApp Error: org.springframework.beans.factory.BeanCreationException: Error creating bean with name 'authenticationPolicy' defined in URL [jar:file:/opt/DLP/SymantecDLP/Protect/lib/jar/enforce.jar!/com/vontu/enforce/domainlayer/user/authentication/AuthenticationPolicy.class]: Instantiation of bean failed; nested exception is org.springframework.beans.BeanInstantiationException: Could not instantiate bean class [com.vontu.enforce.domainlayer.user.authentication.AuthenticationPolicy]: Constructor threw exception; nested exception is java.lang.IllegalArgumentException: Malformed \uxxxx encoding.

A similar error also appears in localhost<date>.log which can be found in the Protect\logs\tomcat\ folder on a Windows server and in /var/log/SymantecDLP/tomcat on a Linux server.

Situation 3

In the folder C:\ProgramData\Symantec\DataLossPrevention\EnforceServer\15.x\logs, the localhost<date>.log file shows the following errors:

org.springframework.beans.factory.BeanCreationException: Error creating bean with name 'formRecognitionIndexTaskManager' defined in URL [jar:file:/C:/SymantecDLP/Protect/tomcat/webapps/ProtectManager/WEB-INF/lib/manager.jar!/com/vontu/manager/admin/formrecognitionprofiles/task/FormRecognitionIndexTaskManager.class]: Instantiation of bean failed; nested exception is org.springframework.beans.BeanInstantiationException: Could not instantiate bean class [com.vontu.manager.admin.formrecognitionprofiles.task.FormRecognitionIndexTaskManager]: Constructor threw exception; nested exception is java.lang.UnsatisfiedLinkError: C:\SymantecDLP\Protect\lib\native\PDFiumInterface.dll: Can't find dependent libraries

Environment

  • Enforce is installed on Windows Server 2012 R2 or Windows Server 2008 R2 SP1.
  • First seen on DLP version 14.6

Cause

Situation 1

  • Browser Cache
  • Internet Connection
  • Symantec DLP Services
  • Connection to Database
  • Corrupt Database
  • Oracle Listener is not running

Situation 2

  • The Authentication.properties file in C:\Program Files\Symantec\DataLossPrevention\EnforceServer\15.x\Protect\config (/opt/Symantec/DataLossPrevention/EnforceServer/15.x/Protect/config on Linux) was edited to add text from another config file in that directory.

Situation 3 (legacy version)

  • Microsoft Windows patches for Windows Server 2012 R2 are missing or Visual C++ Redistributable for Visual Studio 2015 is missing from Windows Server 2008 R2 SP1.

Resolution

Situation 1

  1. Confirm you have network access.
  2. Confirm your Symantec DLP Services are up and running. 
  3. Restart the Symantec DLP Services as per this KB article.
  4. Confirm the DLP Enforce Server can communicate with the Oracle Database.
  5. Test a login: Oracle Database User connecting to the database via SQLPlus.
  6. Confirm that the database is not corrupt.
  7. Confirm that the TNS Listener is active.
  8. Check the logs.

See Restarting Symantec Data Loss Prevention (DLP) Enforce Services
See Test the Oracle database connection string used by DLP Enforce (broadcom.com)
See Error: "ORA-12541: TNS:no listener" (broadcom.com)
See Symantec DLP Logs & Descriptions 

Situation 2

Edit Authentication.properties to only contain the text "dummypassword=VontuAD7" 

Situation 3 (legacy)

Starting with DLP 14.6, Windows Server 2012 R2 requires two Microsoft patches, KB2919442, and KB2919355 (To apply this update, you must have the following update installed on Windows Server 2012 R2: 2919442  A servicing stack update is available for Windows Server 2012 R2: March 2014). In general, for more details please review requirements in the Symantec_DLP_15.8_System_Requirements_Guide.pdf (broadcom.com).

For more information on a method of obtaining prerequisites see Windows RT 8.1, Windows 8.1, and Windows Server 2012 R2 update: April 2014

DLP 14.6 on Windows Server 2008 R2 SP1 requires Visual C++ Redistributable for Visual Studio 2015. See Visual C++ Redistributable for Visual Studio 2015‚Äč

DLP 14.6 console may not load on Windows Server 2012 R2 after installation of the C++ 2015 redistributable software.

Patch the C++ 2015 with at least update 3 to address dependency issues. See Microsoft Visual C++ 2015 Redistributable Update 3