Critical Data Backup tab of Notification Server Settings page load error in version 8.5.x
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Critical Data Backup tab of Notification Server Settings page load error in version 8.5.x

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Article ID: 199827

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Updated On:

Products

IT Management Suite

Issue/Introduction

When navigating to Settings > Notification Server > Notification Server Settings and selecting the Critical Data Backup tab, you get the generic Symantec Management Platform error page. This was seen after an upgrade or Migrating the SMP to the new server.



Log entry (SMP log )  :

Failed to process web request.

Exception of type 'System.Web.HttpUnhandledException' was thrown.
   [System.Web.HttpUnhandledException @ System.Web]
   at System.Web.UI.Page.HandleError(Exception e)
   at System.Web.UI.Page.ProcessRequestMain(Boolean includeStagesBeforeAsyncPoint, Boolean includeStagesAfterAsyncPoint)
   at System.Web.UI.Page.ProcessRequest(Boolean includeStagesBeforeAsyncPoint, Boolean includeStagesAfterAsyncPoint)
   at System.Web.UI.Page.ProcessRequest()
   at System.Web.UI.Page.ProcessRequest(HttpContext context)
   at Altiris.NS.UI.Controls.PageCachePage.ProcessRequest(HttpContext context)
   at Altiris.NS.UI.AltirisPage.ProcessRequest(HttpContext context)

Unable to load the specified item: cd89decb-4b04-4660-a386-bf04d773e19f
   [Altiris.NS.Exceptions.AeXException @ Altiris.NS]
   at Altiris.NS.ItemManagement.Item.Load(Guid itemGuid)
   at Altiris.NS.ItemManagement.Item.GetItemInternal(Guid itemGuid, IEnumerable`1 accessPermissions, ItemLoadFlags itemLoadFlags, Boolean& cacheHit)
   at Altiris.NS.ItemManagement.Item.GetItemInternal(Guid itemGuid, IEnumerable`1 accessPermissions, ItemLoadFlags itemLoadFlags)
   at Altiris.NS.StandardItems.Backup.BackupSettingsItem.GetBackupSettingsItem(Boolean forWrite)
   at Altiris.NS.UI.Admin.Configuration.cfgCriticalDataBackup.LoadConfiguration()
   at Altiris.NS.UI.Admin.Configuration.cfgCriticalDataBackup.Page_Load(Object sender, EventArgs e)
   at System.Web.UI.Control.OnLoad(EventArgs e)
   at Altiris.NS.UI.Controls.PageCachePage.OnLoad(EventArgs e)
   at System.Web.UI.Control.LoadRecursive()
   at System.Web.UI.Page.ProcessRequestMain(Boolean includeStagesBeforeAsyncPoint, Boolean includeStagesAfterAsyncPoint)

Key not found.
   [Altiris.NS.Exceptions.NSComException @ Altiris.NS]
   at Altiris.NS.Utilities.BasicCrypto.Decrypt(Byte[] encryptedData, SymmetricKeyInfo keyInfo)
   at Altiris.NS.Utilities.BasicCrypto.DecryptStringFromBase64String(String encryptedData, SymmetricKeyInfo keyInfo)
   at Altiris.NS.StandardItems.Backup.BackupSettingsItem.OnFromXml(XmlNode itemNode)
   at Altiris.NS.ItemManagement.Item.Load(Guid itemGuid)

COM Exception errcode: 0x8007700D

Exception logged from: 
   at Altiris.NS.UI.AltirisPage.ProcessRequest(System.Web.HttpContext)
   at System.Web.HttpApplication+CallHandlerExecutionStep.System.Web.HttpApplication.IExecutionStep.Execute()
   at System.Web.HttpApplication.ExecuteStepImpl(System.Web.HttpApplication+IExecutionStep)
   at System.Web.HttpApplication.ExecuteStep(System.Web.HttpApplication+IExecutionStep, Boolean&)
   at System.Web.HttpApplication+PipelineStepManager.ResumeSteps(Exception)
   at System.Web.HttpApplication.BeginProcessRequestNotification(System.Web.HttpContext, AsyncCallback)
   at System.Web.HttpRuntime.ProcessRequestNotificationPrivate(System.Web.Hosting.IIS7WorkerRequest, System.Web.HttpContext)
   at System.Web.Hosting.PipelineRuntime.ProcessRequestNotificationHelper(IntPtr, IntPtr, IntPtr, Int32)
   at System.Web.Hosting.PipelineRuntime.ProcessRequestNotification(IntPtr, IntPtr, IntPtr, Int32)
   at System.Web.Hosting.UnsafeIISMethods.MgdIndicateCompletion(IntPtr, System.Web.RequestNotificationStatus&)
   at System.Web.Hosting.UnsafeIISMethods.MgdIndicateCompletion(IntPtr, System.Web.RequestNotificationStatus&)
   at System.Web.Hosting.PipelineRuntime.ProcessRequestNotificationHelper(IntPtr, IntPtr, IntPtr, Int32)
   at System.Web.Hosting.PipelineRuntime.ProcessRequestNotification(IntPtr, IntPtr, IntPtr, Int32)


HTTP Request failed:
 /Altiris/NS/Admin/Configuration/cfgCriticalDataBackup.aspx


Unable to load the specified item: cd89decb-4b04-4660-a386-bf04d773e19f
   [Altiris.NS.Exceptions.AeXException @ Altiris.NS]
   at Altiris.NS.ItemManagement.Item.Load(Guid itemGuid)
   at Altiris.NS.ItemManagement.Item.GetItemInternal(Guid itemGuid, IEnumerable`1 accessPermissions, ItemLoadFlags itemLoadFlags, Boolean& cacheHit)
   at Altiris.NS.ItemManagement.Item.GetItemInternal(Guid itemGuid, IEnumerable`1 accessPermissions, ItemLoadFlags itemLoadFlags)
   at Altiris.NS.StandardItems.Backup.BackupSettingsItem.GetBackupSettingsItem(Boolean forWrite)
   at Altiris.NS.UI.Admin.Configuration.cfgCriticalDataBackup.LoadConfiguration()
   at Altiris.NS.UI.Admin.Configuration.cfgCriticalDataBackup.Page_Load(Object sender, EventArgs e)
   at System.Web.UI.Control.OnLoad(EventArgs e)
   at Altiris.NS.UI.Controls.PageCachePage.OnLoad(EventArgs e)
   at System.Web.UI.Control.LoadRecursive()
   at System.Web.UI.Page.ProcessRequestMain(Boolean includeStagesBeforeAsyncPoint, Boolean includeStagesAfterAsyncPoint)

Key not found.
   [Altiris.NS.Exceptions.NSComException @ Altiris.NS]
   at Altiris.NS.Utilities.BasicCrypto.Decrypt(Byte[] encryptedData, SymmetricKeyInfo keyInfo)
   at Altiris.NS.Utilities.BasicCrypto.DecryptStringFromBase64String(String encryptedData, SymmetricKeyInfo keyInfo)
   at Altiris.NS.StandardItems.Backup.BackupSettingsItem.OnFromXml(XmlNode itemNode)
   at Altiris.NS.ItemManagement.Item.Load(Guid itemGuid)

COM Exception errcode: 0x8007700D

Exception logged from: 
   at Altiris.NS.UI.AltirisWebApplication.ReportApplicationError(System.Web.HttpContext)
   at Altiris.NS.UI.AltirisWebApplication.Application_Error(Object, EventArgs)
   at System.Web.HttpApplication.RaiseOnError()
   at System.Web.HttpApplication.RecordError(Exception)
   at System.Web.HttpApplication+PipelineStepManager.ResumeSteps(Exception)
   at System.Web.HttpApplication.BeginProcessRequestNotification(System.Web.HttpContext, AsyncCallback)
   at System.Web.HttpRuntime.ProcessRequestNotificationPrivate(System.Web.Hosting.IIS7WorkerRequest, System.Web.HttpContext)
   at System.Web.Hosting.PipelineRuntime.ProcessRequestNotificationHelper(IntPtr, IntPtr, IntPtr, Int32)
   at System.Web.Hosting.PipelineRuntime.ProcessRequestNotification(IntPtr, IntPtr, IntPtr, Int32)
   at System.Web.Hosting.UnsafeIISMethods.MgdIndicateCompletion(IntPtr, System.Web.RequestNotificationStatus&)
   at System.Web.Hosting.UnsafeIISMethods.MgdIndicateCompletion(IntPtr, System.Web.RequestNotificationStatus&)
   at System.Web.Hosting.PipelineRuntime.ProcessRequestNotificationHelper(IntPtr, IntPtr, IntPtr, Int32)
   at System.Web.Hosting.PipelineRuntime.ProcessRequestNotification(IntPtr, IntPtr, IntPtr, Int32)

Environment

ITMS 8.5.x

Cause

We identified a problem with this particular item's implementation (error handling) load flow. 

Resolution

The issue is resolved in ITMS 8.6.

To correct the issue in 8.5.x, do the following:

Verify:

For this issue, we are interested in clearing out a possible bad password or a previously generated encrypted one that used a different set of KMS keys.

    1. If you have access to the database, please run the following queries:

      Query 1:
      select ii.[State] from Item ii where ii.Guid = '745cdba4-668b-4a1a-95c2-91e770aae611'

      It should return something like this:
      <item>    <scheduling>      <enabled>False</enabled>      <sharedSchedule>{ab7141ed-e03a-48e5-9051-a71b5912b7f2}</sharedSchedule>    </scheduling>    <backupProviders groupId="cac21a0d-359a-42cb-a2e0-a38c3d1ef4eb">      <provider>eed4d8a0-d6ae-41f9-b879-e7be98ee1da9</provider>    </backupProviders>    <backupContent unmanaged="False" path="" password="#######q4DjnT/nLC7HXAqG48fFkNWTjUhEKvPn/ox6CQ7/8sKisyYYYk3P6NtqYa1xoG3fvTJDLPKgJn/t2UypQ4D1+Q9MsrThN1bS2cZMmdX77gv9K23V0TxTK+OUQRLhm99qnvvhWrGw5BdzXS2gYO7HMg3isaDPGrhvN3Vw==" />  </item>


      Query 2:
      select ii.[State] from Item ii where ii.Guid = '57c90927-d09c-474f-bb71-99bd3d4d839d'

      It should return something like this:
      <item>    <scheduling>      <enabled>False</enabled>      <sharedSchedule>{ab7141ed-e03a-48e5-9051-a71b5912b7f2}</sharedSchedule>    </scheduling>    <backupProviders groupId="40ff843c-af81-445d-9e8d-0c1fbdd858fe">      <provider>3c634036-64b1-449d-909e-3818c0f56772</provider>    </backupProviders>    <backupContent unmanaged="False" path="" password="########q4DjnT/nLC7HXAqG48fFkNWTjUhEKvPn/ox6CQ7/8sKisyYYYk3P6NtqYa1xoG3fvTJDLPKgJn/t2UypQ4D1+Q9MsrThN1bS2cZMmdX77gv9K23V0TxTK+OUQRLhm99qnvvhWrGw5BdzXS2gYO7HMg3isaDPGrhvN3Vw==" />  </item>


      Query 3:
      select ii.[State] from Item ii where ii.Guid = 'cd89decb-4b04-4660-a386-bf04d773e19f'

      It should return something like this:
      <item>    <configuration path="" password="########q4DjnT/nLC7HXAqG48fFkNWTjUhEKvPn/ox6CQ7/8sKisyYYYk3P6NtqYa1xoG3fvTJDLPKgJn/t2UypQ4D1+Q9MsrThN1bS2cZMmdX77gv9K23V0TxTK+OUQRLhm99qnvvhWrGw5BdzXS2gYO7HMg3isaDPGrhvN3Vw==" deleteDuration="14" deleteTimeUnit="Days" />  </item>

    2. OR, if you don't have access to the database, open the SMP Console and open the following pages:

      http://localhost/Altiris/NS/ItemAsXml.aspx?ItemGuid=745cdba4-668b-4a1a-95c2-91e770aae611

      http://localhost/Altiris/NS/ItemAsXml.aspx?ItemGuid=57c90927-d09c-474f-bb71-99bd3d4d839d

      http://localhost/Altiris/NS/ItemAsXml.aspx?ItemGuid=cd89decb-4b04-4660-a386-bf04d773e19f


      Those pages should return something like this (Put attention if on the returned XMLs if there is a "Password" section):



How to Fix it:

In order to fix this issue, it is necessary to delete the "Password" section on the "State" column of those pages related to the "Critical Data Backup" tab page.

    1. Make a backup of the database
    2. Using the results from the queries under the Verify section above, run the following query against the database in SQL Management Studio:

      update Item
      set [State] = N'<item>    <scheduling>      <enabled>False</enabled>      <sharedSchedule>{ab7141ed-e03a-48e5-9051-a71b5912b7f2}</sharedSchedule>    </scheduling>    <backupProviders groupId="cac21a0d-359a-42cb-a2e0-a38c3d1ef4eb">      <provider>eed4d8a0-d6ae-41f9-b879-e7be98ee1da9</provider>    </backupProviders>    <backupContent unmanaged="False" path="" />  </item>'
      where [Guid] = '745cdba4-668b-4a1a-95c2-91e770aae611'

      update Item
      set [State] = N'<item>    <scheduling>      <enabled>False</enabled>      <sharedSchedule>{ab7141ed-e03a-48e5-9051-a71b5912b7f2}</sharedSchedule>    </scheduling>    <backupProviders groupId="40ff843c-af81-445d-9e8d-0c1fbdd858fe">      <provider>3c634036-64b1-449d-909e-3818c0f56772</provider>    </backupProviders>    <backupContent unmanaged="False" path="" />  </item>'
      where [Guid] = '57c90927-d09c-474f-bb71-99bd3d4d839d'

      update Item
      set [State] = N'<item><configuration path="" deleteDuration="14" deleteTimeUnit="Days" /></item>'
      where [Guid] = 'cd89decb-4b04-4660-a386-bf04d773e19f'

      Note: As you may have noticed, we just removed the results on the queries above the "Password" section and left everything the same.

    3. Restart IIS by opening a command prompt on the Notification Server running the command IISRESET
    4. Navigate to the Critical Data Backup tab to verify it loads correctly
    5. Enter the desired credentials (if applicable).

 

Additional Information

KB 199972  "Under Remediation page, having FIPS enable is causing this error: Legacy encryption is not supported in FIPS mode."

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