Symantec DLP HTTP Status 500 – Internal Server Error

Products

Data Loss Prevention Data Loss Prevention API Detection for Developer Apps Virtual Appliance Data Loss Prevention API Detection Virtual Appliance Data Loss Prevention Cloud Detection Service Data Loss Prevention Cloud Detection Service for ICAP Data Loss Prevention Cloud Detection Service for REST Data Loss Prevention Cloud Package Data Loss Prevention Cloud Prevent for Microsoft Office 365 Data Loss Prevention Cloud Service for Discovery/Connector Data Loss Prevention Cloud Service for Email Data Loss Prevention Cloud Storage Data Loss Prevention Core Package Data Loss Prevention Data Access Governance Data Loss Prevention Discover Suite Data Loss Prevention Endpoint Discover Data Loss Prevention Endpoint Prevent Data Loss Prevention Endpoint Suite Data Loss Prevention Enforce Data Loss Prevention Enterprise Suite Data Loss Prevention for Mobile Data Loss Prevention for Office 365 Email and Gmail with Email Safeguard Data Loss Prevention Form Recognition Data Loss Prevention Network Discover Data Loss Prevention Network Email Data Loss Prevention Network Monitor Data Loss Prevention Network Monitor and Prevent for Email Data Loss Prevention Network Monitor and Prevent for Email and Web Data Loss Prevention Network Monitor and Prevent for Web Data Loss Prevention Network Prevent for Email Data Loss Prevention Network Prevent for Email Virtual Appliance Data Loss Prevention Network Prevent for Web Virtual Appliance Data Loss Prevention Network Protect Data Loss Prevention Network Web Data Loss Prevention Oracle Standard Edition 2 Data Loss Prevention Plus Suite Data Loss Prevention Sensitive Image Recognition Data Loss Protection Oracle Standard Edition

Issue/Introduction

After installing DLP 16.0 on an Enforce Server running an older version of DLP (15.8), the Enforce Console fails to load.

Web browser shows:
HTTP Status 500 – Internal Server Error

Localhost log shows:

SEVERE [com.vontu.manager.spring.web.rbac.UseSubjectPermissionsDispatcherServlet] Context initialization failed
Cause: org.springframework.beans.factory.BeanCreationException: Error creating bean with name 'ocrThumbnailController' defined in URL [jar:file:/opt/Symantec/DataLossPrevention/EnforceServer/15.8.00000/Protect/tomcat/webapps/ProtectManager/WEB-INF/lib/manager.jar!/com/vontu/manager/report/OcrThumbnailController.class]: Instantiation of bean failed; nested exception is org.springframework.beans.BeanInstantiationException: Failed to instantiate [com.vontu.manager.report.OcrThumbnailController]: Constructor threw exception; nested exception is java.lang.UnsatisfiedLinkError: /opt/Symantec/DataLossPrevention/ServerPlatformCommon/15.8.00000/Protect/lib/native/libImageUtilitiesJNI.so: /lib64/libstdc++.so.6: version `GLIBCXX_3.4.21' not found (required by /opt/Symantec/DataLossPrevention/ServerPlatformCommon/15.8.00000/Protect/lib/native/libImageUtilitiesJNI.so)org.springframework.beans.factory.BeanCreationException: Error creating bean with name 'ocrThumbnailController' defined in URL [jar:file:/opt/Symantec/DataLossPrevention/EnforceServer/15.8.00000/Protect/tomcat/webapps/ProtectManager/WEB-INF/lib/manager.jar!/com/vontu/manager/report/OcrThumbnailController.class]: Instantiation of bean failed; nested exception is org.springframework.beans.BeanInstantiationException: Failed to instantiate [com.vontu.manager.report.OcrThumbnailController]: Constructor threw exception; nested exception is java.lang.UnsatisfiedLinkError: /opt/Symantec/DataLossPrevention/ServerPlatformCommon/15.8.00000/Protect/lib/native/libImageUtilitiesJNI.so: /lib64/libstdc++.so.6: version `GLIBCXX_3.4.21' not found (required by /opt/Symantec/DataLossPrevention/ServerPlatformCommon/15.8.00000/Protect/lib/native/libImageUtilitiesJNI.so)
...
Caused by: org.springframework.beans.BeanInstantiationException: Failed to instantiate [com.vontu.manager.report.OcrThumbnailController]: Constructor threw exception; nested exception is java.lang.UnsatisfiedLinkError: /opt/Symantec/DataLossPrevention/ServerPlatformCommon/15.8.00000/Protect/lib/native/libImageUtilitiesJNI.so: /lib64/libstdc++.so.6: version `GLIBCXX_3.4.21' not found (required by /opt/Symantec/DataLossPrevention/ServerPlatformCommon/15.8.00000/Protect/lib/native/libImageUtilitiesJNI.so)
...
Caused by: java.lang.UnsatisfiedLinkError: /opt/Symantec/DataLossPrevention/ServerPlatformCommon/15.8.00000/Protect/lib/native/libImageUtilitiesJNI.so: /lib64/libstdc++.so.6: version `GLIBCXX_3.4.21' not found (required by /opt/Symantec/DataLossPrevention/ServerPlatformCommon/15.8.00000/Protect/lib/native/libImageUtilitiesJNI.so)

Environment

DLP 15.8 GA
DLP 16.0 installed, but migration has not been run.

Cause

The gnu directory specified in /etc/ld.so.conf.d/dlp-gcc.conf was changed from DLP 15.8 to 16.0

Expected:

# cat dlp-gcc.conf
/opt/Symantec/DataLossPrevention/ServerPlatformCommon/15.8.00000/Protect/lib/gnu/

Actual:

# cat dlp-gcc.conf
/opt/Symantec/DataLossPrevention/ServerPlatformCommon/16.0.00000/Protect/lib/gnu/
/opt/Symantec/DataLossPrevention/ServerPlatformCommon/16.0.00000/Protect/lib/native/

Resolution

PreReq:

locate the path of the dlp libstdc++.so file:

find / -iname libstdc++ (NOTE: you will want the file in the ServerCommonPlatform directory)

Edit dlp-gcc.conf
```
vi /etc/ld.so.conf.d/dlp-gcc.conf
```
Remove the lines in the file and replace it from the find command above. Make sure the gnu directory is the only path defined in the file. For example:
```
#cat /etc/ld.so.conf.d/dlp-gcc.conf

/opt/Symantec/ServerPlatformCommon/15.8.00000/Protect/lib/gnu
```
Run ldconfig as root
Restart DLP services.

Additional Information

Confirm the apr-util was installed on the server. This file contains the libImageUtilitiesJNI.so mentioned in the error

# yum list installed apr-util.x86_64
Loaded plugins: product-id, rhnplugin, search-disabled-repos, subscription-manager
This system is not registered with RHN Classic or Red Hat Satellite.
You can use rhn_register to register.
Red Hat Satellite or RHN Classic support will be disabled.
Installed Packages
apr-util.x86_64 1.5.2-6.el7