Error: “An unexpected error has occurred” after logging into the Enforce console and navigating to another page.

Products

• Data Loss Prevention Core Package
• Data Loss Prevention
• Data Loss Prevention Enforce
• Data Loss Prevention Enterprise Suite

Issue/Introduction

You can log into the Enforce console.
Once logged in, if you try to open another page in the console you see the following error:

Error
An unexpected error has occurred. Contact your system administrator if this problem persists.

This happens for all user accounts, even the built in Administrator account.

After the user logs on, the Manager tries to start.
Then the localhost log will show the following log entries when the user attempts to open another page in the console:

Level: SEVERE
Source: com.vontu.profiles.manager.IndexerConfig
Message: Unable to configure EDM back-end: This factory has already been initialized.

 

Level: SEVERE
Source: com.vontu.manager.init.ServletInitTaskManager
Message: ServletInitTask init method failed: com.vontu.manager.init.InitIndexing
Cause: javax.servlet.ServletException: Unable to cleanup index statusjavax.servlet.ServletException: Unable to cleanup index status
Caused by: java.lang.IllegalStateException: This factory has already been initialized.

 

Level: SEVERE
Source: com.vontu.manager.ProtectServlet
Message: (MANAGER.3) An error occurred during the startup of the Manager service
Cause: javax.servlet.ServletException: Unable to cleanup index statusjavax.servlet.ServletException: Unable to cleanup index status
Caused by: java.lang.IllegalStateException: This factory has already been initialized.

 

Level: SEVERE
Source: org.apache.catalina.core.ContainerBase.[Catalina
Message: Allocate exception for servlet [action]
Cause: java.lang.IllegalStateException: This factory has already been initialized.java.lang.IllegalStateException: This factory has already been initialized.

Resolution

The following steps resolved this issue:

1. Stop all the Enforce services. See Restart DLP Enforce services in the correct order
2. Rename the tomcat, localhost log, do not delete it, when the services are started a new log will be created.
3. Start the Notifier service.
4. Once the Notifier is running, start the Manager service.
5. Once the Manager is running, start the Incident Persister service.
6. Once the Incident Persister service is running, start the Detection Server Controller service.