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

Technical Articles ID: KB81737
Last Modified: 8/5/2019

Environment

McAfee ePolicy Orchestrator (ePO) 5.x

Problem

You are 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

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, Orion.log is located in the following path: <ePO installation directory>\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: This 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

There are two ways to fix this issue:

If the extension reported error is not 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
- Check for dlp_93100_help.xml in <ePO_installation_folder>\Server\Conf\Catalina\localhost. If it is present, move it out to the desktop.
- Check for the dlp_93100_help folder in <ePO_installation_folder>\Server\Extensions\Installed. If it is present, move it out to the desktop.
Because the extension is already in the database, look in the file system. Find out where it is missing from and place the copy of the file or folder in its designated location.
- Check for dlp_93100_help.xml in <ePO installation directory>\Server\Conf\Catalina\localhost. If it is 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 the dlp_93100_help folder in <ePO installation directory>\Server\Extensions\Installed exists. If it is missing, copy the folder from backup or another ePO server to the impacted ePO server.

Solution

To troubleshoot the database connection issue, start with the UDL test and make sure that all information in DB.properties is accurate.
For details about how to test SQL database connectivity using the test.udl file, see KB70929.

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 KB75766 for detailed information about the required SQL permissions.
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 is not, 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 is started and running. If it is not, right-click the SQL Server Browser service and click Start.
Make sure SQL Force Encryption is disabled in SQL Server environments. If it is 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.

Affected Products

ePolicy Orchestrator 5.9
Troubleshooting

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