Troubleshooting communication problems between Symantec Endpoint Protection Manager and the console or the default database
Symantec Endpoint Protection Managerand the console or the default database
If you have a connection problem with the
Symantec Endpoint Protection Managerconsole or the default database, you may see one of the following symptoms:
- The management server service (semsrv) stops.
- The management server service does not stay in a started state.
- The Home, Monitors, and Reports pages display an HTTP error.
- The Home, Monitors, and Reports pages are blank.
- The Home, Monitors, and Reports pages display a continuously loading progress bar, without displaying any content.
All of these issues display a Java -1 error in the Windows Event log. To find the specific cause for the Java -1 error, look in the scm-server log. The scm-server log is located by default in the following location:
The default for
SEPM_Installis C:\Program Files (x86)\Symantec\
Symantec Endpoint Protection Manager.
What to check
Test the connectivity between the database and the management server.
You can verify that the management server and the database communicate properly.
Check that the management server heap size is correct.
If you cannot log on to the management server's remote console, you may need to increase the Java heap size. You may also see an out-of-memory message in the scm-server log.
For more information on the default heap sizes, see: Determining the default settings for the network sizes that you select during installation of the Symantec Endpoint Protection Manager
Check that the management server is not running multiple versions of PHP.
You can check whether the management server runs multiple software packages that use different versions of PHP. PHP checks for a global configuration file (php.ini). If there are multiple configuration files, you must force each product to use its own interpreter. When each product uses the correct version of PHP associated with it, the management server operates properly.
Check the system requirements.
You can check whether both the client and the management server run the minimum or the recommended system requirements.
For the most current system requirements, see: Release notes, new fixes, and system requirements for all versions of Endpoint Protection