The UMC console login page dialogue will only spin and never load.

Products

• Data Center Security Server Advanced

Issue/Introduction

The UMC console login page dialogue was just spinning and would never load.

 

TROUBLESHOOTING:

Examination of local services showed that the following services required for login were not started and would not remain started:

Symantec UMC Credential Service
Symantec UMC Telemetry Service

A logs for both of the above services (symc-telemetry.log & symc-credsync.log ) found in  "C:\Program Files (x86)\Symantec\Data Center Security Server\Server\tomcat\logs" -- both contained multiple instances of the same error (excerpt) similar to the following which indicated that the services could not communicate with the database server and, or access the database:

WARN  JdbcEnvironmentInitiator:133 - HHH000342: Could not obtain connection to query metadata
java.sql.SQLException: Cannot create PoolableConnectionFactory (I/O Error: DB server closed connection.)
    at org.apache.commons.dbcp2.BasicDataSource.createPoolableConnectionFactory(BasicDataSource.java:653) ~[credentialsync-daemon-service.jar:?]
    at org.apache.commons.dbcp2.BasicDataSource.createDataSource(BasicDataSource.java:531) ~[credentialsync-daemon-service.jar:?]
    at org.apache.commons.dbcp2.BasicDataSource.getConnection(BasicDataSource.java:731) ~[credentialsync-daemon-service.jar:?]
    ......
    
Caused by: java.io.IOException: DB server closed connection.
    at net.sourceforge.jtds.jdbc.SharedSocket.readPacket(SharedSocket.java:883) ~[credentialsync-daemon-service.jar:?]
    at net.sourceforge.jtds.jdbc.SharedSocket.getNetPacket(SharedSocket.java:762) ~[credentialsync-daemon-service.jar:?]
    at net.sourceforge.jtds.jdbc.ResponseStream.getPacket(ResponseStream.java:477) ~[credentialsync-daemon-service.jar:?]
    at net.sourceforge.jtds.jdbc.ResponseStream.read(ResponseStream.java:114) ~[credentialsync-daemon-service.jar:?]
    ...... 38 more
    
2023-04-25 11:14:29 INFO  Dialect:175 - HHH000400: Using dialect: org.hibernate.dialect.SQLServer2012Dialect
2023-04-25 11:14:30 WARN  MetadataContext:526 - HHH015011: Unable to locate static metamodel field : com.symantec.dcsc.umc.domain.security.UserRole_#role; this may or may not indicate a problem with the static metamodel
2023-04-25 11:14:30 WARN  MetadataContext:526 - HHH015011: Unable to locate static metamodel field : com.symantec.dcsc.umc.domain.security.UserRole_#userDomain; this may or may not indicate a problem with the static metamodel
2023-04-25 11:14:30 WARN  MetadataContext:526 - HHH015011: Unable to locate static metamodel field : com.symantec.dcsc.umc.domain.security.UserRole_#user; this may or may not indicate a problem with the static metamodel
2023-04-25 11:14:30 WARN  MetadataContext:526 - HHH015011: Unable to locate static metamodel field : com.symantec.dcsc.umc.domain.security.UserRole_#productRole; this may or may not indicate a problem with the static metamodel
2023-04-25 11:14:30 WARN  MetadataContext:526 - HHH015011: Unable to locate static metamodel field : com.symantec.dcsc.umc.domain.security.UserRole_#id; this may or may not indicate a problem with the static metamodel
2023-04-25 11:14:31 WARN  MetadataContext:526 - HHH015011: Unable to locate static metamodel field : com.symantec.dcsc.umc.domain.security.UserDomain_#objectguid; this may or may not indicate a problem with the static metamodel
2023-04-25 11:14:31 WARN  MetadataContext:526 - HHH015011: Unable to locate static metamodel field : com.symantec.dcsc.umc.domain.security.UserDomain_#domainid; this may or may not indicate a problem with the static metamodel
2023-04-25 11:14:31 WARN  MetadataContext:526 - HHH015011: Unable to locate static metamodel field : com.symantec.dcsc.umc.domain.security.UserDomain_#userid; this may or may not indicate a problem with the static metamodel
2023-04-25 11:14:31 WARN  MetadataContext:526 - HHH015011: Unable to locate static metamodel field : com.symantec.dcsc.umc.domain.security.UserDomain_#upn; this may or may not indicate a problem with the static metamodel
2023-04-25 11:14:31 WARN  MetadataContext:526 - HHH015011: Unable to locate static metamodel field : com.symantec.dcsc.umc.domain.security.UserInformation_#isgroup; this may or may not indicate a problem with the static metamodel
2023-04-25 11:14:31 WARN  MetadataContext:526 - HHH015011: Unable to locate static metamodel field : com.symantec.dcsc.umc.domain.security.UserInformation_#certsubissuer; this may or may not indicate a problem with the static metamodel

The database was on another server but the service was up and running and the database was online.

A look at the SQL Server logs revealed the reason why communication was not happening. A river of the following errors repeated throughout the log. The errors appeared to have started many hours earlier that day.

Encryption is required to connect to this server but the client library does not support encryption; the connection has been closed. Please upgrade your client library. [CLIENT: 10.177.201.251]

The address in the above error was the address of the DCS server.

Environment

Release : 6.9.3

Cause

An undisclosed security change, implemented earlier that day by someone else had occurred.  The TCPIP protocol setting for the SQL instance in which the database was housed had been set to force encryption (as seen in SQL Configuration Manager)

Resolution

In this case the change was accidental and turning off the setting to enforce encryption was acceptable.  This required restarting the SQL Service and the "Symantec Data Center Security Server Manager" on the DCS server.

After making the changes the Credential and Telemetry services remained started and the login page loaded correctly.