Unable to log on to the ePO console (Error 500 in the web browser)

Technical Articles ID: KB81737
Last Modified: 3/18/2022

Environment

McAfee ePolicy Orchestrator (ePO) 5.x

Problem 1

You’re unable to log on to the ePO console.

The web browser displays the following error when you try to access the ePO console:

Error 500

Problem 2

Orion.log records the following errors:

Error 1

Error 2

ERROR [main] plugin.PluginManager - Initialization of plugin core failed.
org.springframework.beans.factory.BeanCreationException: Error creating bean with name 'core.db' defined in URL [jndi:/localhost/core/WEB-INF/beans.xml]: Instantiation of bean failed; nested exception is org.springframework.beans.BeanInstantiationException: Could not instantiate bean class [com.mcafee.orion.core.db.base.Database]: Constructor threw exception; nested exception is java.sql.SQLException: Login failed for user ''. The user is not associated with a trusted SQL Server connection.
Caused by: org.springframework.beans.BeanInstantiationException: Could not instantiate bean class [com.mcafee.orion.core.db.base.Database]:
Constructor threw exception; nested exception is java.sql.SQLException: Login failed for user ''. The user is not associated with a trusted SQL Server connection.
Caused by: java.sql.SQLException: Login failed for user ''. The user is not associated with a trusted SQL Server connection.

Cause

Error 500 on the ePO console has two common causes:

Partially installed extension
Or
Database connection issue

To determine the cause of this issue, do the following:

Restart the ePO application server service.
Review Orion.log.
NOTE: By default, the orion.log is found in: ePO_installation_folder\Server\logs\

Partially installed extension issue: The Orion.log displays an error similar to the following:

ERROR [main] plugin.PluginManager - Initialization of plugin core failed.

Caused by: java.lang.IllegalStateException: The following extensions are in a partially installed state: [dlp_93100_help:]

NOTE: The above error indicates that [dlp_93100_help:] is in the OrionExtensions table database, but is missing from the ePO file system.

Database connection issue - The Orion.log displays an error similar to the following:

Caused by: org.springframework.beans.BeanInstantiationException: Could not instantiate bean class [com.mcafee.orion.core.db.base.Database]: Constructor threw exception; nested exception is java.sql.SQLException: Login failed for user ''. The user is not associated with a trusted SQL Server connection.

Caused by: java.sql.SQLException: Login failed for user ''. The user is not associated with a trusted SQL Server connection.

Solution 1

There are two ways to fix this issue:

If the extension reported error isn’t needed, remove it from the ePO database and file system.
In the database, run the following query to delete the entry:

Delete from OrionExtension where name = 'dlp_93100_help'

IMPORTANT: Before you change anything in the database, make sure that a full backup of the database exists.
- Look for the dlp_93100_help.xml folder <ePO_installation_folder>\Server\Conf\Catalina\localhost. If it’s present, move it out to the desktop.
- Look for the dlp_93100_help folder in <ePO_installation_folder>\Server\Extensions\Installed. If it’s present, move it out to the desktop.
Because the extension is already in the database, look in the file system. Find out where it’s missing from and place the copy of the file or folder in its designated location.
- Look for dlp_93100_help.xml in <ePO installation directory>\Server\Conf\Catalina\localhost. If it’s missing, copy the extension .xml from backup or another ePO server to the impacted ePO server. Make sure the correct version and install path. The installation path in the .xml file must match the impacted ePO server's installation path.
- Make sure that the dlp_93100_help folder in <ePO installation directory>\Server\Extensions\Installed exists. If it’s missing, copy the folder from backup or another ePO server to the impacted ePO server.

Solution 2

To troubleshoot the database connection issue, start with the UDL test. Make sure that all information in DB.properties is accurate.
Related article: KB70929 - How to test SQL database connectivity using a test.udl file.

Make sure that the account has the correct permissions. Verify that the account used to access the SQL Server has the following permissions:

The default database must be Master:
1. Click Start, Programs, Microsoft SQL Server, SQL Server Management Studio.
2. Expand Security, Logins.
3. Right-click the account and select Properties.
4. Make sure that the default database is set to Master.
5. Expand User Mapping and make sure that the account has dbo in the schema for the database.
This account must have the db_owner in the database security properties:
1. Click Start, Programs, Microsoft SQL Server, SQL Server Management Studio.
2. Expand Databases, your ePO database, Security, Users.
3. Right-click the dbo account and select Properties.
4. Make sure that the account has dbo in the Default schema for the database.
  NOTE: If you use an NT account to authenticate to the ePO database, make sure that the account has Local administrator rights on the ePO server.
  See related article: KB75766 - SQL permissions needed to install and use ePolicy Orchestrator.
Make sure that Auto Close is set to False for the ePO database:
1. Click Start, Programs, Microsoft SQL Server, SQL Server Management Studio.
2. Right-click the ePO database and select Properties.
3. Click Options and make sure that Auto Close is set to False. If it isn’t, click Auto Close, select False, and click OK.
Make sure the SQL browser service is running:
1. Click Start, Run, type services.msc and click OK.
2. Locate the SQL Server Browser service and make sure that it’s started and running. If it isn’t, right-click the SQL Server Browser service and click Start.
Make sure SQL Force Encryption is disabled in SQL Server environments. If it’s enabled:
1. Click Start, All Programs, Configuration Tools, SQL Server Configuration Manager.
2. Right-click Protocols for <instance_name> (MSSQLSERVER by default) under SQL Server Network Configuration, and click Properties.
3. Click the drop-down list for Force Encryption and select No.
4. Click OK.
Enable TCP/IP on the ePO server:
1. Click Start, Run, type cliconfg and click OK.
2. Make sure the TCP/IP protocol is Enabled and at the top of the Enabled protocols by order list.
For a pure IPv6 environment. Make sure that only IPv6 is enabled on the SQL Server that hosts the ePO database.

Workaround

IMPORTANT: Before you begin the process explained in this article, you must back up your ePO server. See the following KB articles for more information:

If the extensions are in use, and a healthy backup doesn't exist on the environment, use the steps below to investigate and resolve the mismatching extensions.

Review the below locations on the ePO server, and in the ePO Database table, to identify where the mismatch exists. Compare the managed product extensions numbers (versions) between the locations.

Location: ..\ePolicy Orchestrator\Server\Extensions\installed\

NOTE: The folders in this location might contain several more sub-folders. The most relevant number in use is the highest number on the folder. For example, the Mcafee Agent folder EPOAGENTMETA might contain several sub folders, for example:
- 5.5.1.124
- 5.7.2.131
- 5.7.3.200
  
  In the above scenario, 5.7.3.200 is used by the ePO Application service when starting the console.
Location: ..\ePolicy Orchestrator\\Server\conf\Catalina\localhost\

In the above location, there’s one (.xml) file referencing the location in step 1. For example, the Mcafee Agent (EPOAGENTMETA). The (.xml) must reference the same version that was found in step 1 above.
On the ePO Database itself, use the query below to display the Extensions versions:

Select * from OrionExtensions Order by Name ASC;

Compare the locations, and identify any mismatch. If only one mismatch is found, this scenario can be corrected.

The most common failure exists in the folder \ePolicy Orchestrator\Server\Extensions\installed\. Where a higher folder is created, but the xml, and the version on the Database is lower. In this scenario, simply move the folder to another location, and restart the ePO Application service.

Press the Windows key + R.
Type services.msc into the field and press Enter.
Right-click on the ePO service below, and select Restart:

McAfee ePolicy Orchestrator #.#.# Application Server
Close the services window

Affected Products

ePolicy Orchestrator 5.10.x
Known Issue/Product Defect

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Unable to log on to the ePO console (Error 500 in the web browser)

Environment

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Problem 2

Cause

Solution 1

Solution 2

Workaround

Affected Products

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Unable to log on to the ePO console (Error 500 in the web browser)

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Solution 2

Workaround

Affected Products

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