Upgrading to version 12.0.1

[Atifah Abdul Latif]

Hi All,

Does anyone have experienced stuck in the phase of "specify windows password for database access"?

After inserting the username and password, it just stuck there and doesn't continue to the next phase. All the rights required has been granted as per documented here Symantec-Endpoint-Encryption-Upgrade-Guide-12-0-1.pdf (broadcom.com)

Based on the MSI logs, it just stuck at creating:

MSI (c) (28:B4) [10:31:40:487]: Doing action: GE_DBCheckOTPObject
Action start 10:31:40: GE_DBCheckOTPObject.
MSI (c) (28:B4) [10:31:40:487]: Creating

Thanks,

Atifah

[Jesse Gonzales]

Just chiming in on this issue. I have indeed experienced the same issue over and over again. 

What I have done to overcome the issue is to uninstall the Management Server and reinstall it. While this is NOT a fix, it is what worked in my lab environment. These were my steps in my VM environment:

• On the SEEMS, check any Advanced Settings and Server Roles in the Configuration Manager
• Backup any CA certs.
• Shut down the VM running the Management Server
• Created a snapshot of the SEEMS
• Uninstalled the Management Server (KEEPING THE DATABASE)
• Installed 12.0.1 using the existing database
• Verified settings carried over

While this is NOT a fix, I was only down for about a total of 10 minutes with the uninstall and the reinstall. 

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Jesse Gonzales
Technical Trainer/Education Services
Symantec by Broadcom
Data Loss Prevention, CloudSOC, Cloud SWG, Web Isolation, Endpoint Encryption, ITMS
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[Muhamad Syafiq Azlan Mustafa]

Can we say that this is a known issue with no other workaround except to reinstall it? and the SEEM for this version does not support in place upgrade.

[Atifah Abdul Latif]

Hi Muhammad Syafiq,

As discussed on the call with Broadcom support, please grant all the necessary permission to the administrator account before running the upgrade activity. My posting initially was assuming that you have granted all the required permission. If after granting you still having the same issue, you may use the case you have opened to check further.

Thanks,

Atifah

[Muhamad Syafiq Azlan Mustafa]

Hi Atifah,

Noted on that. However, I'm curious about Jesse's reply, where he mentioned that the issue keeps recurring for him.

 

Could this be caused by a permission issue, or is there another underlying reason?

[Dallin Fyffe]

If you are still seeing the issue after granting the proper permissions, then you are seeing what Jesse is seeing, and we'd love to have you reach out to BRCM Support on this for further troubleshooting.

Usually though, the permissions adjustments does the trick ;)

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Global Support Lead, Encryption
BRCM
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[Muhamad Syafiq Azlan Mustafa]

Hi Dallin,

How can we reach out to BRCM support regarding this issue?

 

On a side note, we already had a session with Broadcom, but they were unable to provide a solution

[Atifah Abdul Latif]

Hi Syafiq,

BRCM is referring to the Broadcom support which you already have an active case with us and the case is currently being investigated by the Broadcom team. We still checking on the case and the case not even closed yet to come to the conclusion "they were unable to provide a solution".

Thanks,

Atifah

[Dallin Fyffe]

If you are seeing the issue, please reach out to the support case and request myself to review it from the case.
Any details we discuss there, including status, outcome, etc, make sure we do not discuss them on the open/public forum here as that is private information.  We will get to the bottom of it, but if it's a very unusual error, we may need to do further debugging. 

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Global Support Lead, Encryption
BRCM
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