Symantec VIP Enterprise Gateway Services Fail to Start Post-Upgrade from 9.11.2 to 9.11.3

Products

• VIP Service

Issue/Introduction

After upgrading VIP Enterprise Gateway (EG) from version 9.11.2 to 9.11.3, the upgrade reports as successful, but the VIP EG services fail to start or stop immediately after starting.

INFO   | jvm 1    | 2026/08/11 14:01:39 | Configuring log4j C:\Program Files\Symantec\VIP_Enterprise_Gateway/conf/jettyServer.properties
INFO   | jvm 1    | 2026/08/11 14:01:39 | 2026-08-11T04:01:39.651766Z WrapperSimpleAppMain FATAL Failed to start Servers
INFO   | jvm 1    | 2026/08/11 14:01:39 | org.apache.logging.log4j.core.config.ConfigurationException: No type attribute provided for component log4j

Environment

Symantec VIP Enterprise gateway version 9.11.2

Resolution

1.Stop VIP EG Services:

Ensure all Symantec VIP Enterprise Gateway services are completely stopped in services.msc.

2.Replace Configuration File:

Download the corrected jettyServer.properties file attached to this KB and copy it into the EG configuration directory, overwriting the corrupted file:

C:\Program Files\Symantec\VIP_Enterprise_Gateway\conf\jettyServer.properties

3.Start Services via VIP EG Console:

Launch the VIP Enterprise Gateway Console and start the server/validation services directly through the GUI.

Additional Information

During the upgrade process, the Validation (RADIUS) server service is stopped, which sets its Windows service startup type to Manual. Once the upgrade completes and the admin starts (or restarts) the Validation server from the EG console, the startup type is automatically updated back to Automatic. This is expected behavior — the startup type is correctly restored as long as the service is started through the EG console after the upgrade.