Error 11505 occurs when connecting SEPM to the Database.

Products

• Endpoint Protection

Issue/Introduction

When you are trying to move SEPM SQL database to a new SQL server or when running Management Server Configuration Wizard (MSCW), at the stage of connecting the SEPM to the database step the error 11505 occurs.

"Error 11505: Unable to connect to the database. Make sure that you have entered the correct database parameters and that a firewall is not blocking the connection, then try again. Please click here for more Information". 

Cause

Depending on the version of Symantec Endpoint Protection Manager (SEPM) being utilized, distinct troubleshooting procedures are necessary.

If Microsoft SQL Server 2008 an above is configured with Windows authentication mode, encountering this issue may result from selecting SQL authentication during the Management Server Configuration Wizard. To resolve this issue, opt for Windows authentication instead.

In the case where Microsoft SQL Server operates under mixed authentication mode, this problem arises if the credentials provided for database authentication are incorrect. To address this issue, ensure that the Database Administrator (DBA) username and password are accurately entered within the Management Server Configuration Wizard.

To confirm incorrect authentication, refer to the Symantec Diagnostic Tool (Symdiag) Install_log.err file, where you may encounter the following error message:

STDERR: SqlPropPanel >> CheckDBConnection > Fail to connect to database. Vendor's error code is [18456], SEPM's error code is [11505]. Error message is [Login failed for user 'sem5'.]

Additionally, in the SQL Server error logs, observe the logon error, severity and state error/ID to obtain further error details:

 

Logon Error: 18456, Severity: 14, State: 8.
Logon Login failed for user 'sem5'. Reason: Password did not match that for the login provided.

To analyze the vendor error code and state, please refer to the following resource: Microsoft SQL Server Error 18456 Details

For information on SQL Server password requirements, please refer to the following documentation: Microsoft SQL Server Password Policy

When a connection attempt fails due to an authentication error involving an incorrect password or username, the client receives a message akin to the following, "Login failed for user '<user_name>'. (Microsoft SQL Server, Error: 18456)".

The error message intentionally conceals the specifics of the authentication issue. However, within the SQL Server error log, an associated error includes a state value indicative of the authentication failure condition. Refer to the error state list to ascertain the cause of the login failure.

In this particular instance, the error state is 8, signifying an incorrect password, as per the above linked documentation.

Resolution

To address the authentication issue, please follow these steps to resolve the error encountered in the Install_log.err and SQL error logs:

1. Review Install_log.err and SQL Error Logs:

   • Confirm the details provided in the Install_log.err and SQL error logs to accurately identify the error state and vendor-specific error code.

2. Map Authentication Failure Condition:

   • Identify and confirm the error state within the logs to map the specific authentication failure condition accurately.

3. Update Password to Meet MSSQL Server Requirements:

   • Ensure that the password used for database authentication complies with the minimum requirements specified by Microsoft SQL Server. Refer to the Password requirements for SQL Server documentation for guidance.

Additional Information

Confirm the vendor error code and state: https://learn.microsoft.com/en-us/sql/relational-databases/errors-events/mssqlserver-18456-database-engine-error?view=sql-server-ver16

Password requirements for SQL Server: https://learn.microsoft.com/en-us/sql/relational-databases/security/password-policy?view=sql-server-ver16