Frequent errors observed under Admin tab on console : The administrator's username or password is incorrect

Products

• Endpoint Protection

Issue/Introduction

In Endpoint Protection manager (SEPM) > Admin tab, following error appears:

The administrator's username or password is incorrect. Please enter a valid user name or password

In scm-server-0.log:

2024-10-10 18:56:27.367 THREAD 21 Details: Login handling completed
2024-10-10 18:56:27.368 THREAD 21 Very detailed: ***** CONSOLE SERVLET Action Type = Login response output size: 90
2024-10-10 18:56:27.369 THREAD 78 Critical: The administrator's username or password is incorrect. Please type a valid username or password. in: com.sygate.scm.server.task.SecurityAlertNotifyTask
com.sygate.scm.server.util.ServerException: The administrator's username or password is incorrect. Please type a valid username or password.
at com.sygate.scm.server.task.ScheduledReportingHelper.doReportingLogin(ScheduledReportingHelper.java:558)
at com.sygate.scm.server.task.ScheduledReportingHelper.loadReportingData(ScheduledReportingHelper.java:509)
at com.sygate.scm.server.task.SecurityAlertNotifyTask.processNotifications(SecurityAlertNotifyTask.java:1632)
at com.sygate.scm.server.task.SecurityAlertNotifyTask.execute(SecurityAlertNotifyTask.java:1195)
at com.sygate.scm.server.task.MonitoredTimerTask.run(MonitoredTimerTask.java:56)
at java.base/java.util.TimerThread.mainLoop(Timer.java:556)
at java.base/java.util.TimerThread.run(Timer.java:506)
2024-10-10 18:56:28.416 THREAD 65 Information: AgentOnlineStatusTask.updateInvalidAgentCache url = : http://localhost:8014/secars/secars.dll?action=31&reset=0
2024-10-10 18:56:28.863 THREAD 65 Very detailed: IISCacheTask.execute(): isTestClientConcedeNumber = false

Issue persists even after following Not receiving notification alert emails from Endpoint Protection Manager or has a single NIC unlike the scenario in KB.

Cause

Unexpected error due to Disabled SEPM admin account

Resolution

Delete the notifications created by the disabled admin account and then delete this admin account.

Note : If admin is deleted without clearing the notifications created by the disabled admin account, those will get assigned to existing default admin account.

Additional Information

Enable user account in Endpoint protection manager