Symantec EDR Manager is currently unavailable

Products

• Endpoint Detection and Response

Issue/Introduction

After reboot, Symantec EDR Manager displays the message "Symantec EDR Manager is now Unavailable".

 

Resolution

1. If you used VMWare snapshots while EDR virtual appliance was running, the EDR virtual appliance is corrupted. Prepare to re-deploy the OVA file.
   See Additional Information for documents related to this unsupported use case.
   
   
2. At the CLI, run status_check to identify the state of the services on the EDR appliance.
3. If the output of status_check does not include the words "command failed", attempt to restart all services by typing: reboot
4. Create a support case and include the output of status_check as a separate comment.
   • When you are provided with your case number, use gather_logs as explained here to upload a set of diagnostic logs:
     https://knowledge.broadcom.com/external/article?articleId=179389

 

 

Additional Information

Documents related to re-deploying EDR virtual appliance

• Title: Virtual Appliances do not support restoring from a VMware snapshot taken from a running virtual machine 
  URL: https://knowledge.broadcom.com/external/article?articleId=162090
  
  
• Title: System requirements for the virtual appliance
  https://techdocs.broadcom.com/us/en/symantec-security-software/endpoint-security-and-management/endpoint-detection-and-response/4-10/about-v96380626-d38e6/system-requirements-for-the-virtual-appliance-v96381064-d38e7045.html