MyVIP, VIP SSP or VIP Enterprise Gateway console portal not loading via the URL. HTTP 404, page not found error.

Products

• VIP Service

Issue/Introduction

When trying to load the Enterprise Gateway console, MyVIP IdP, VIP Self-service IdP, and/or VIP Manager IdP portals, the page returns an HTTP 404 or page not found error.

Resolution

Solution 1 for the VIP Enterprise Gateway console:

1. Stop the VIP Enterprise Gateway Service from Windows services.
2. If SSP or MyVIP is affected, stop the Symantec Self Service Portal Service. If the VIP Manager IdP is affected, stop the Symantec VIP Manager Service. 
3. Navigate to the affected service install path:
   SSP or MyVIP: <Path>\VIP_Enterprise_Gateway\IDP\services\SSP
   VIP Manager IdP: <Path>\VIP_Enterprise_Gateway\IDP\services\VIPMGR
   Enterprise Gateway Console: <Path>\VIP_Enterprise_Gateway\server\work
4. Create a copy of the existing "jetty-..." folder.
5. Delete the "jetty..." folder.
6. Restart the EGW and, of applicable, the other affected service. 
7. Test access to the portal. 

 

Solution 2 for VIP SSP\MYVIP\VIP Manager IdP. 

1. From the VIP EG console, go to the Identity Providers Tab and take a screenshot of the current Self Service\My VIP Portal or VIP Manager IdP Settings.
2. Stop the affected service. 
3. Stop the VIP Enterprise Gateway Service from Windows services.
4. Navigate to <VIP\VIP_Enterprise_Gateway\IDP\services\SSP or <Path>\VIP_Enterprise_Gateway\IDP\services\VIPMGR and delete any Jetty files.
5. Open the Conf Folder from the same location. Create an OLD folder and move all files into this folder.
   
   5. Restart the VIP Enterprise Gateway. 
   6. Log into the VIP EG console and navigate to the Identity Providers tab. Enable the SSP/MyVIP or VIP Manager IdP portal, then save the settings. 
   7. Verify in the <path>Symantec\VIP_Enterprise_Gateway\IDP\services\SSP or <path>\VIP_Enterprise_Gateway\IDP\services\VIPMGR that the Jetty files have been recreated.
   8. Edit the settings and populate them with the previous values captured in the screenshot, save the settings, and restart the service. 

Additional Information

Verify the install path for the EGW by going to the registry and double checking the install path for the EGW.  This is to verify the EGW didn’t get installed twice in 2 different locations.  Computer\HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Symantec\VIP Enterprise Gateway.