CCS Application Server service does not start and the error 'Array cannot be null' is recorded in the logs

Products

• Control Compliance Suite Standards Server
• Control Compliance Suite
• Control Compliance Suite Standards Database
• Control Compliance Suite Standards Module

Issue/Introduction

After running the CCS Configure Service Account utility, the CCS Application Server service will not start and you get the 'Array cannot be null' error in the Application Server logs:

Error found in the 'AppServer.Service.<number>.csv' log file:

<Date> <Time>,,<Hostname>,Error,Symantec.CCS.Common,AppserverService,4820,,7,GetString,,0,0,"Symantec.CSM.AppServer: Start failed 00:00:05.8791636  : System.ArgumentNullException: Array cannot be null.
Parameter name: bytes
   at System.Text.Encoding.GetString(Byte[] bytes)
   at Symantec.Appserver.Server.Server.GetCredsOfAppServerFromSecureStore(String& username, String& password)
   at Symantec.Appserver.Server.Server.ValidateAppServerCredentails()
   at Symantec.Appserver.Server.Server.start(Boolean clientSideManifest, String share)
   at Symantec.Appserver.Server.Server.OnStart()
   at Symantec.CSM.AppServer.AppServerService.OnStartAsync(Object obj)"

 

Environment

CCS 12.6.x

CCS 12.7

Resolution

There was an issue that was found the CCS Configure Service Account utility would save the required files in a folder with the wrong path.

To resolve this issue, follow the steps below:

1. On the Application Server, copy all of the files in the C:\Windows\Application Server\AppServerConfigTemp folder to the <CCS installation drive letter>\Program Files (x86)\Symantec\CCS\Reporting and Analytics\Application Server\AppServerConfigTemp folder.
   
   
2. Start the CCS Application Server service.
   
   
3. Those files should disappear from the \Program Files (x86)\Symantec\CCS\Reporting and Analytics\Application Server\AppServerConfigTemp folder and the Application Server service should start correctly.