Error 0x10010000 when logging into Symantec Endpoint Protection Manager with embedded (Sybase) database

Products

• Endpoint Protection

Issue/Introduction

After upgrading the Symantec Endpoint Protection Manager with an embedded (Sybase) database and attempting to log in the error message 0x10010000 is displayed. The first three Manager tabs may also be blank.

The reporting.log displays the following:

2019-03-26 21:22:16 Login:start

2019-03-26 21:22:23 ERROR:warning: error at login. will retry once. error message : <b>Source:</b> SAOLEDB.16<br/><b>Description:</b> Database server not found

2019-03-26 21:22:29 ERROR:fatal error at login: \r\nEXCEPTION block1: Error message: <b>Source:</b> SAOLEDB.16<br/><b>Description:</b> Database server not found\r\nError code: -2147352567\r\nFile and line: E:\SYMeppServer\Php\Include\Common\ado.php(96)\r\n

Environment

SEPM 14.3 MP1 and earlier

Note: 14.3 MP1 has reached EoS and is no longer supported. Article: https://knowledge.broadcom.com/external/article/263064/how-to-find-end-of-service-dates-for-end.html

Cause

The Symantec Endpoint Protection Manager is no longer able to communicate correctly with the embedded database after the upgrade.

Resolution

Perform a SEPM Repair to restore the embedded database settings.