When clicking on one SEPM administrator the error "The administrator account 'John Doe' does not exist in this installation" appears in SEPM

Products

• Endpoint Protection

Issue/Introduction

Under certain conditions, clicking on some SEPM administrators results in having below error message poping up.

The following error message will be seen in scm-ui-*.log

STDERR: Exception:
com.sygate.scm.console.util.ConsoleException: The object cannot be found. [0x16010000]
	at com.sygate.scm.console.util.GUIManager.getAdministratorState(GUIManager.java:4484)
	at com.sygate.scm.console.util.DataobjectManager.getAdministratorState(DataobjectManager.java:1706)
	at com.sygate.scm.console.logicobject.AdminStateObject.retrieveAdministratorState(AdminStateObject.java:89)
	at com.sygate.scm.console.logicobject.AdminStateObject.retrieveAdminStateObject(AdminStateObject.java:77)
	at com.sygate.scm.console.logicobject.AdminObject.retrieveState(AdminObject.java:182)
	at com.sygate.scm.console.handler.AdminHandler.isAdminLocked(AdminHandler.java:985)
	at com.sygate.scm.console.ui.admin.AdmStatusPanel.getTaskList(AdmStatusPanel.java:611)
	at com.sygate.scm.console.ui.admin.AdminPanel.setComponent(AdminPanel.java:2859)
	at com.sygate.scm.console.ui.admin.AdminPanel.setCurrentSelection(AdminPanel.java:3075)
	at com.sygate.scm.console.ui.util.SideBarPanel$1.actionPerformed(SideBarPanel.java:115)
	at java.desktop/javax.swing.AbstractButton.fireActionPerformed(AbstractButton.java:1967)
	at java.desktop/javax.swing.AbstractButton$Handler.actionPerformed(AbstractButton.java:2308)
	at java.desktop/javax.swing.DefaultButtonModel.fireActionPerformed(DefaultButtonModel.java:405)
	at java.desktop/javax.swing.JToggleButton$ToggleButtonModel.setPressed(JToggleButton.java:401)
	at java.desktop/javax.swing.AbstractButton.doClick(AbstractButton.java:369)
	at java.desktop/javax.swing.AbstractButton.doClick(AbstractButton.java:349)
	at com.sygate.scm.console.ui.util.SideBarPanel$2.itemStateChanged(SideBarPanel.java:126)
	at java.desktop/javax.swing.AbstractButton.fireItemStateChanged(AbstractButton.java:1995)
	at java.desktop/javax.swing.AbstractButton$Handler.itemStateChanged(AbstractButton.java:2315)
	at java.desktop/javax.swing.DefaultButtonModel.fireItemStateChanged(DefaultButtonModel.java:458)
	at java.desktop/javax.swing.JToggleButton$ToggleButtonModel.setSelected(JToggleButton.java:364)
	at java.desktop/javax.swing.ButtonGroup.setSelected(ButtonGroup.java:168)
	at java.desktop/javax.swing.JToggleButton$ToggleButtonModel.setSelected(JToggleButton.java:346)
	at java.desktop/javax.swing.JToggleButton$ToggleButtonModel.setPressed(JToggleButton.java:382)
	at java.desktop/javax.swing.plaf.basic.BasicButtonListener.mouseReleased(BasicButtonListener.java:279)
	at java.desktop/java.awt.Component.processMouseEvent(Component.java:6635)
	at java.desktop/javax.swing.JComponent.processMouseEvent(JComponent.java:3342)
	at java.desktop/java.awt.Component.processEvent(Component.java:6400)
	at java.desktop/java.awt.Container.processEvent(Container.java:2263)
	at java.desktop/java.awt.Component.dispatchEventImpl(Component.java:5011)
	at java.desktop/java.awt.Container.dispatchEventImpl(Container.java:2321)
	at java.desktop/java.awt.Component.dispatchEvent(Component.java:4843)
	at java.desktop/java.awt.LightweightDispatcher.retargetMouseEvent(Container.java:4918)
	at java.desktop/java.awt.LightweightDispatcher.processMouseEvent(Container.java:4547)
	at java.desktop/java.awt.LightweightDispatcher.dispatchEvent(Container.java:4488)
	at java.desktop/java.awt.Container.dispatchEventImpl(Container.java:2307)
	at java.desktop/java.awt.Window.dispatchEventImpl(Window.java:2772)
	at java.desktop/java.awt.Component.dispatchEvent(Component.java:4843)
	at java.desktop/java.awt.EventQueue.dispatchEventImpl(EventQueue.java:772)
	at java.desktop/java.awt.EventQueue$4.run(EventQueue.java:721)
	at java.desktop/java.awt.EventQueue$4.run(EventQueue.java:715)
	at java.base/java.security.AccessController.doPrivileged(Native Method)
	at java.base/java.security.ProtectionDomain$JavaSecurityAccessImpl.doIntersectionPrivilege(ProtectionDomain.java:85)
	at java.base/java.security.ProtectionDomain$JavaSecurityAccessImpl.doIntersectionPrivilege(ProtectionDomain.java:95)
	at java.desktop/java.awt.EventQueue$5.run(EventQueue.java:745)
	at java.desktop/java.awt.EventQueue$5.run(EventQueue.java:743)
	at java.base/java.security.AccessController.doPrivileged(Native Method)
	at java.base/java.security.ProtectionDomain$JavaSecurityAccessImpl.doIntersectionPrivilege(ProtectionDomain.java:85)
	at java.desktop/java.awt.EventQueue.dispatchEvent(EventQueue.java:742)
	at com.sygate.scm.console.util.KeepAlive$1.dispatchEvent(KeepAlive.java:88)
	at java.desktop/java.awt.EventDispatchThread.pumpOneEventForFilters(EventDispatchThread.java:203)
	at java.desktop/java.awt.EventDispatchThread.pumpEventsForFilter(EventDispatchThread.java:124)
	at java.desktop/java.awt.EventDispatchThread.pumpEventsForHierarchy(EventDispatchThread.java:113)
	at java.desktop/java.awt.EventDispatchThread.pumpEvents(EventDispatchThread.java:109)
	at java.desktop/java.awt.EventDispatchThread.pumpEvents(EventDispatchThread.java:101)
	at java.desktop/java.awt.EventDispatchThread.run(EventDispatchThread.java:90)

Environment

SEPM 14.3 RU6

Resolution

The following workaround should fix the issue:

1. Open SEPM console
2. Log in with the admin with issues but uncheck the "Log on with a smart card" and use a random password.
3. The login should fail, but in the SYSTEM_STATE table, the AdministrtorState for that admin should be created.
4. Login now to your SEPM using your admin account and edit these users the way you wish.