"Failed to connect to server" when attempting to log into the Symantec Endpoint Protection Manager console after install

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Article ID: 177930

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Updated On:

Products

Endpoint Protection

Issue/Introduction

"Failed to connect to server" error while logging into Symantec Endpoint Protection Manager console after install



Can't log into the Symantec Endpoint Protection Manager after install

Symptoms
First attempt at login to the Symantec Endpoint Protection Manager console after install produces a "Failed to connect to server" error
  • Symantec Endpoint Protection Manager service will not stay started
  • Event ID 4096 - "Java -1" error in the Application Event Logs
  • HTTP 503 errors in the scm-server-0.log
  • Attempting to browse the 'Default Web Site' and 'Symantec Web Server' returns "Service Unavailable"


Resolution

Uninstall IIS via Add or Remove Programs
    1. Open the Control Panel
    2. Open Add or Remove Programs
    3. On the left-pane click on Add/Remove Windows Components
    4. Locate Internet Information Services (IIS) and uncheck the box next to it
      • This will either be on the main screen or inside Application Server
    5. Click Next
    6. Click Finish

  1. Reboot the machine

  2. Re-install IIS via Add or Remove Programs
    1. Open the Control Panel
    2. Open Add or Remove Programs
    3. On the left-pane click on Add/Remove Windows Components
    4. Locate Internet Information Services (IIS) and check the box next to it
      • In 2003 to install IIS check Application Server on the main screen
        • This will specifically install "Application server Console", "Enable network COM+ access", and "Internet Information Services (IIS)"
      • In XP check Internet Information Services (IIS) on the main screen
    5. Click Next
      • If prompted for a 'iisback.vbs' file, browse to that file on the Operating System CD
    6. Click Finish

  3. Repair the install of the Symantec Endpoint Protection Manager in Add or Remove Programs
    1. Open the Control Panel
    2. Open Add or Remove Programs
    3. Highlight Symantec Endpoint Protection Manager and click the Change button
    4. Click Next
    5. Select Repair
    6. Click Next
    7. Click Install
    8. Click Finish

  4. Login to the Symantec Endpoint Protection Manager