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

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.

Cause

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

Environment

ITMS 8.5.x

Resolution

Issue is resolved in an upcoming release (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="AwCtZ7e16Iq4DjnT/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="AwCtZ7e16Iq4DjnT/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="AwCtZ7e16Iq4DjnT/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 data base
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 noticed, we just removed from the results on the queries above the "Password" section and let 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."