SPSS server no longer accessible in the list of Protection for Sharepoint servers after changing the servers IP addresses and database location
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SPSS server no longer accessible in the list of Protection for Sharepoint servers after changing the servers IP addresses and database location


Article ID: 264068


Updated On:


Protection for SharePoint Servers


Two of the SharePoint servers with the Symantec component are fine. On a third server, when trying to select the server in the drop down for registered scan servers a generic box appears saying that "an error occurred" but does not indicate the source of the error nor does it show any scan engines registered. If an attempt is made to register a scan engine it says it already exists.


Collected the logs from Sharepoint server. 

From the shared logs we observed the following points:

 The farm setup contained 3 servers.( FS1, FS2 and FS3)

  1. SPE installed on these machines was bound to the IP address: (updated IP address of the registered SPE from
  2. On 8th of the month (the time the problem was likely to have started) the below SQL Server Connectivity errors on these two servers ( FS2 and FS3) was observed;

"2023-03-08 18:43:51","(null)","-1","Error","Cannot open database ""SPSS"" requested by the login. The login failed. Login failed for user 'CLIENTSPQA\SSVKFarm'."


"2023-03-08 20:34:42","(null)","-1","Error","A network-related or instance-specific error occurred while establishing a connection to SQL Server. The server was not found or was not accessible. Verify that the instance name is correct and that SQL Server is configured to allow remote connections. (provider: TCP Provider, error: 0 - The remote computer refused the network connection.)","

 On 8th of March we observed the following error in SPE log, which meant that SPE registered on the server FS3 was offline (Registered Protection Engine service was stopped)

 "2023-03-08 18:38:32","64a3e677-635c-4c9f-b262-62ae2f3b37b0","","1344","OFFLINE","Error","Checking","Cannot connect to host or IP address."


Release : 6.1.2


From the given scenarios we were able to determine that, after a migration the one server was obviously in an inconsistent state.


To resolve this issue the following steps were performed:

  1. Check the proper connectivity between all the SharePoint servers and SQL Server.

  2. Check the proper connectivity between all the SharePoint Servers and SPE Servers. (Symantec Protection Engine servers)

  3. Remove all the existing registered SPE Servers on SPSS UI, for all the SharePoint Servers.

  4. Stop SPSS service on all the servers.

  5. Remove the following files to clean up registered SPEs.


       LocationC:\Program Files\Common Files\Symantec Shared\SharePointEngine\SEMaster\

       Explanation: This “AVEInformation.dat” file contains the list of registered SPE servers. Deletion of this file helps us to clear all the registrations if any remain due to migration to new IP address. )


       Location: “C:\Program Files\Common Files\Symantec Shared\SharePointEngine

       Explanation: The “AVESettings_*.dat” files are for registered SPE’s and contain information such as IP addresses.

 6. Verify that SPE service is up and running on all the servers where “Symantec Protection Engine(SPE)” is installed. If not start the service via Services Manager, or run the following command:  net start symcscan

 7. Restart IIS through  command prompt using  command “iisreset /restart” on CA Server.

 8. Verify that the SPSS service is running.

 9. Attempt to register the SPE server(s) so that all SPSS Servers are present in drop down list.