Symantec Endpoint Encryption Management Server (SEEMS) has a known issue during upgrade scenarios where the database user cannot be found in the directory. As a result, this halts the installation and will not allow the process to continue.
General errors appear, but do not indicate this is the present on the server.
The issue is caused due to the database account being used is alphabetically listed beyond the 100th position.
For example, consider the following usernames:
In this example, if your database user was "Admin101", this user would not be found in the directory and the install would not proceed.
This issue will be resolved in the next version of Symantec Endpoint Encryption 11.3.1.
As a workaround, create a database user and give it a name such that the name will appear within the first 100 users and the installation can then proceed.
In the example mentioned above, as long as the username is Admin1 through Admin100, the installation will continue.
If there are other names, and it is difficult to know which name may show up first, create a user with the name "AAAAA" and use this user temporarily to allow the upgrade to continue. Once the upgrade has completed, it is possible to then delete this AAAAA user and then use the normal database user SEEMS has been configured for regular database connectivity.
Please refer back to this article for updates, or contact Symantec Support to get further assistance with this issue.