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Upgrade from RU5 to RU6 error: Login failed for user 'REPORTER'

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Article ID: 256501

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Updated On:

Products

Endpoint Protection

Issue/Introduction

Attempts to upgrade will fail with the error: "The Symantec Endpoint Protection Manager reporting account does not connect to the Microsoft SQL Server database"

upgrade.log may show the error: 

2022-11-18 07:45:03.837 THREAD 96 INFO: getDatabaseConnectionWithNTLMv2Retry, jdbcURL: jdbc:sqlserver://**********1433;databaseName=****;integratedSecurity=false;encrypt=true;trustServerCertificate=true, user: REPORTER_************
2022-11-18 07:45:03.837 THREAD 96 SEVERE: exception retrieving connection
2022-11-18 07:45:03.837 THREAD 96 SEVERE: exception retrieving connection
2022-11-18 07:45:03.837 THREAD 96 WARNING: Login failed for user 'REPORTER_***********'. ClientConnectionId:***********\
2022-11-18 07:45:03.947 THREAD 96 SEVERE: Upgrade.doUpgrade com.sygate.scm.server.util.ServerException

Environment

Upgrading to 14.3 RU5 or 14.3 RU6
External SQL database with authentication set to Windows Only mode. 

Cause

This is a known issue. Broadcom software engineering is expected to resolve the issue in the next release. 

During upgrade, a script is run that will test the reporter account login. By default, the reporter account uses SQL authentication. It is expected to fail such a connection test in windows only mode. Instead of ignoring this failure the upgrade script will instead, abort the upgrade.  

Resolution

There is a workaround for this issue. Temporarily enable mixed mode authentication in SQL. 
 

  1. From the Start menu, click Microsoft SQL Server Tools, and open SQL Server Management Studio.
  2. Right click the appropriate server.
  3. Select Properties, and then click Security.
  4. Under Server Authentication, click SQL Server and Windows Authentication mode.
  5. Click OK.
  6. Restart the SQL services. 

Once this is done you can re-run the upgrade as normal. 
The test script should be successful in this case. 
Once the upgrade is successful, the changes to the SQL server can be reversed without error. 

  1. From the Start menu, click Microsoft SQL Server Tools, and open SQL Server Management Studio.
  2. Right click the appropriate server.
  3. Select Properties, and then click Security.
  4. Under Server Authentication, click Windows Authentication mode.
  5. Click OK.
  6. Restart the SQL services.