ALERT: Some images may not load properly within the Knowledge Base Article. If you see a broken image, please right-click and select 'Open image in a new tab'. We apologize for this inconvenience.

Error when logging to Endpoint Protection Manager: "Failed to connect to server". Unable to start the embedded database service.

book

Article ID: 152603

calendar_today

Updated On:

Products

Endpoint Protection

Issue/Introduction

Unable to login to Symantec Endpoint Protection Manager (SEPM) console and cannot start the embedded database service.

Unable to start the embedded database service with message:

"The Symantec Embedded Database service on Local Computer started and then stopped. Some services stop automatically if they have no work to do, for example, the Performance Logs and Alerts service".

Multiple entries in the err.log under C:\Program Files\Symantec\Symantec Endpoint Protection Manager\db folder:
"07/06 16:53:26. Fatal error: Could not open/read file: C:\Program Files\Symantec\Symantec Endpoint Protection Manager\data\inbox\log\traffic\4F9B3F56C8C8010801CC5461C422B1F4.tmp.dat

Cause

This issue is possibly caused by the SEPM unexpectedly shutting down while processing traffic logs, and being unable to successfully complete this transaction upon restarting.

Environment

SEP 14

Resolution

The following steps have been shown to resolve this issue, depending on the version of Symantec Endpoint Protection Manager installed.

14.0.xx and later:

  1. Stop Symantec Embedded Database and Symantec Endpoint Protection Manager services in the Services.MSC.
  2. Rename sem5.log to sem5.log.old
    Path, for 32 Bit: "C:\Program Files\Symantec\Symantec Endpoint Protection Manager\db\"
    Path, for 64 Bit: "C:\Program Files (x86)\Symantec\Symantec Endpoint Protection Manager\db\"
  3. Click Start, click on Run and Type “CMD” then click OK
  4. In the Command prompt (as Administrator if applicable):
    For 32 Bit, type: "CD C:\Program Files\Symantec\Symantec Endpoint Protection Manager\ASA\win32\"
    For 64 Bit, type: "CD C:\Program Files (x86)\Symantec\Symantec Endpoint Protection Manager\ASA\win64\"
    and press Enter. This will change directories to the folder containing dbsrv16.exe.
  5. Force the recreation of sem5.log.
    For 32 Bit, type: dbsrv16 -f "C:\Program Files\Symantec\Symantec Endpoint Protection Manager\db\sem5.db"
    For 64 Bit, type: dbsrv16 -f "C:\Program Files (x86)\Symantec\Symantec Endpoint Protection Manager\db\sem5.db"
    and press Enter.
  6. Click Start, click on Run and Type “Services.MSC” then click OK and start the Symantec Embedded Database Service
  7. Start the Symantec Endpoint Protection Manager Service.
  8. If it stays started then go ahead and log into the Symantec Endpoint Protection Manager and everything should now be working properly.
    OR
    If the Symantec Endpoint Protection Manager service fails to start then run Management Server Configuration Wizard in order to log in to the Symantec Endpoint Protection Manager.

 

Applies To

Symantec Endpoint Protection 14.0.x and later