Installation of web server service fails, resulting in Unexpected Server Error 0x1002000 when logging into Symantec Endpoint Protection Manager

Products

• Endpoint Protection

Issue/Introduction

During the installation of the Symantec Endpoint Protection Manager, the installer first installs an instance of the Apache web server, then tries to set it to run as a service.  If this is not possible, the installation may complete but the home, monitors, and reports tabs will be unavailable in the SEPM and clients will not be able to register with the SEPM or upload data.

 

Example error messages from configurationwizard-0.log:

 

2023-05-07 18:15:28.007 THREAD 1 WARNING: SQLExpressDbHelper>>executePowshellCommand processing: 
args[0]: C:\windows\system32\reg.exe
args[1]: query
args[2]: HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\RunOnce
args[3]: /v
args[4]: Symantec Management Server Configuration Wizard

2023-05-07 18:15:28.038 THREAD 1 WARNING: SQLExpressDbHelper>>executePowshellCommand processing result: 1
2023-05-07 18:15:28.038 THREAD 1 WARNING: DbUtil>>executePowshellCommand standard output: 

 Error Output: 
ERROR: Registry editing has been disabled by your administrator.

scm-server-0.log:

2023-05-07 19:18:12.393 THREAD 65 WARNING: SemWebService is not running, tomcat server is running Liveupdate or waiting SemWebService to start...
2023-05-07 19:18:12.393 THREAD 65 SEVERE:  in: com.sygate.scm.server.task.ClientTransportInfoTask
java.net.ConnectException: Connection refused: connect

 

Environment

Release : 14.3 RU7

Cause

During the installation of the Apache web server as a service, the install script calls reg.exe to set registry values.  If the currently logged-in user does not have rights to edit the registry, this call fails.

Resolution

Run upgrade.bat as an local admin with rights to edit the registry.  To test whether the logged-in user can edit the registry, launch regedit.  Regedit will refuse to launch if the user does not have the necessary permissions.