Symantec Installation Manager (SIM) error: "The SQL server, configured during installation, not accessible. Symantec Installation Manager functionality is limited"

Products

• IT Management Suite
• Installation Manager (formerly AICM)

Issue/Introduction

Symantec Installation Manager (SIM) is experiencing problems connecting to the database and causing the following error:

"The SQL server, configured during installation, not accessible. Symantec Installation Manager functionality is limited".

Because of the message above, the SMP Console can't load and client machines are not able to get configuration or post their events (NSEs).  The customer can connect just fine to the database with SQL Management Studio from the SMP itself.
 
When trying to reconfigure the database settings via SIM, it displays the following error message:

"Could not connect to server <SQLServerName> or login failed.
LogonUser returned Win32 Error 1326"

The following error entry is present in the SIM logs:

Win32 Exception occurred while impersonating user
LogonUser returned Win32 Error 1326
   [System.ComponentModel.Win32Exception @ SymantecInstallationManager]
   at Symantec.Installation.Impersonation.Impersonate(String username, String domain, SecureString password)
   at Symantec.Installation.InstallClasses.SQLAuth.ImpersonateUser()
   at Symantec.Installation.InstallClasses.SQLAuth.VerifyConnection()

Exception logged from: 
   at Symantec.Installation.Logging.LogActivity.ReportException(Int32 severity, String strMessage, String category, Exception exception, String footer)
   at Symantec.Installation.Logging.LogActivity.ReportException(String strMessage, String category, Exception exception)
   at Symantec.Installation.InstallClasses.SQLAuth.VerifyConnection()
   at System.RuntimeMethodHandle.InvokeMethod(Object target, Object[] arguments, Signature sig, Boolean constructor)
   at System.Reflection.RuntimeMethodInfo.UnsafeInvokeInternal(Object obj, Object[] parameters, Object[] arguments)
   at System.Reflection.RuntimeMethodInfo.Invoke(Object obj, BindingFlags invokeAttr, Binder binder, Object[] parameters, CultureInfo culture)
   at System.RuntimeType.InvokeMember(String name, BindingFlags bindingFlags, Binder binder, Object target, Object[] providedArgs, ParameterModifier[] modifiers, CultureInfo culture, String[] namedParams)
   at Symantec.Installation.WPF.CancelProxy.Invoke(IMessage msg)
   at System.Runtime.Remoting.Proxies.RealProxy.PrivateInvoke(MessageData& msgData, Int32 type)
   at Symantec.Installation.InstallClasses.SQLAuth.VerifyConnection()
   at Symantec.Installation.Model.DBSettingsManager.LoadExisitingDatabaseNames(String sqlServerName, Boolean useWindowsAuthentication, String userName, SecureString password)
   at System.RuntimeMethodHandle.InvokeMethod(Object target, Object[] arguments, Signature sig, Boolean constructor)
   at System.Reflection.RuntimeMethodInfo.UnsafeInvokeInternal(Object obj, Object[] parameters, Object[] arguments)
   at System.Reflection.RuntimeMethodInfo.Invoke(Object obj, BindingFlags invokeAttr, Binder binder, Object[] parameters, CultureInfo culture)
   at System.RuntimeType.InvokeMember(String name, BindingFlags bindingFlags, Binder binder, Object target, Object[] providedArgs, ParameterModifier[] modifiers, CultureInfo culture, String[] namedParams)
   at Symantec.Installation.WPF.CancelProxy.Invoke(IMessage msg)
   at System.Runtime.Remoting.Proxies.RealProxy.PrivateInvoke(MessageData& msgData, Int32 type)
   at Symantec.Installation.Model.DBSettingsManager.LoadExisitingDatabaseNames(String sqlServerName, Boolean useWindowsAuthentication, String userName, SecureString password)
   at Symantec.Installation.ViewModel.DBSettingsViewModel.<>c__DisplayClass115_0.<RefreshSQLDatabaseList>b__0()
   at System.Threading.Tasks.Task.Execute()
   at System.Threading.ExecutionContext.RunInternal(ExecutionContext executionContext, ContextCallback callback, Object state, Boolean preserveSyncCtx)
   at System.Threading.ExecutionContext.Run(ExecutionContext executionContext, ContextCallback callback, Object state, Boolean preserveSyncCtx)
   at System.Threading.Tasks.Task.ExecuteWithThreadLocal(Task& currentTaskSlot)
   at System.Threading.Tasks.Task.ExecuteEntry(Boolean bPreventDoubleExecution)
   at System.Threading.ThreadPoolWorkQueue.Dispatch()

-----------------------------------------------------------------------------------------------------
Date: 10-09-2020 14:14:17, Tick Count: 101816625 (1.04:16:56.6250000), Size: 3,60 KB
Process: SymantecInstallationManager (1396), Thread ID: 12, Module: SymantecInstallationManager.exe
Priority: 1, Source: Symantec.Installation.InstallClasses.SQLAuth.VerifyConnection

Environment

ITMS 8.x

Cause

The App Identity (AppID) account used was either removed, invalid, locked, or the password for it was changed.

Resolution

Try the following:

1. Under SIM>Configure Settings>Configure Database Settings, try using the SQL server shortname, FQDN, and IP Address.
2. As well try using SA account for your SQL Server:
   
   
   
   Also, check the following registry key 'SqlServerName' under HKLM>Software>Altiris>AIM>Configuration>NsConfiguration. Just to make sure the proper combination for the SQL server name is in use (based on KB article Getting "The SQL server, configured during installation, not accessible. Symantec Installation Manager functionality is limited).

If the suggestions above still don't help you, try the following steps:

1. Under SIM>Configure Settings>Configure NS Settings, retype your AppID account and its password and click "Next":



2. If you get a message saying that either the account is "invalid, didn't have admin rights or the password was incorrect", make sure your account has the proper admin rights on the server and go to your AD and reset its password. Then come back and try again. 

3. If SIM accepts the account, go ahead and finish re-applying your AppID account.