Endpoint Protection Manager upgrade log error: "dbo" or "dbo.STR_TO_UUID" not found

Products

• Endpoint Protection

Issue/Introduction

When installing a SEPM (Symantec Endpoint Protection Manager) you get a "failed to connect to database" error and the following error is seen in Upgrade-0.log:

Exception in thread "Upgrade" 
java.lang.NoClassDefFoundError: com/rsa/jsafe/provider/JsafeJCE
 	at com.sygate.scm.server.util.RecoveryData.composeRecoveryDataFile(RecoveryData.java:621)
 	at com.sygate.scm.server.upgrade.ui.Main.createRecoveryFile(Main.java:1083)
 	at com.sygate.scm.server.upgrade.ui.Main.executePreLaunchSteps(Main.java:682)
 	at com.sygate.scm.server.upgrade.ui.Main.(Main.java:563)
 	at com.sygate.scm.server.upgrade.ui.Main.main(Main.java:1351)
 Caused by: java.lang.ClassNotFoundException: com.rsa.jsafe.provider.JsafeJCE
 	at java.base/jdk.internal.loader.BuiltinClassLoader.loadClass(BuiltinClassLoader.java:581)
 	at java.base/jdk.internal.loader.ClassLoaders$AppClassLoader.loadClass(ClassLoaders.java:178)
 	at java.base/java.lang.ClassLoader.loadClass(ClassLoader.java:521)
 	... 5 more

Cause

This may be caused by an improper model database size in the target SQL server or file system access denied when attempting to create the SEPM database.

Resolution

Check the SQL model database's size; the default should be 8 MB. A size greater than 90 MB will cause an error like this.

Otherwise check the Windows Application Event log on the SQL server for "access denied" errors; the SQL Server service account needs write access to database file locations.