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"An error has occurred that prevents the Symantec Management Console displaying correctly", occurs when attempting to open the Symantec Management Platform Console.

Article: 100002029
Last Published: 2018-05-24
Ratings: 0 0
Product(s): System Recovery

Problem

"An error has occurred that prevents the Symantec Management Console displaying correctly", occurs when attempting to open the Symantec Management Platform Console.

A change to the Application Identity credentials makes it no longer possible to launch the Symantec Management Console.

Error Message

An error has occurred that prevents the Symantec Management Console displaying correctly. 
If this page is shown in place of a page or web part in the Symantec Management Console, navigate back to the page using the menu or tree and continue working. If the problem persists, see your local network administrator.

Cause

If this page is shown in place of the Symantec Management Console, one of the following could be the cause: 
The "Altiris Service" service is not running. Start this service on the server and reload the console.

The account used for either the "Altiris Service" or the Notification Server webs is incorrect, disabled or the password for the account has expired. On the Notification Server computer, run "C:\Program Files\Altiris\Notification Server\bin\AeXConfig.exe /svcid user:(user name) password:(password)]", substituting the correct installation path if a non-default location was used, to provide a new account. 

 

The name of the Notification Server computer has been renamed. The following steps will need to be taken to correct this: 
If SQL Server is installed on the same machine as the Notification Server: 
Open the file [NS INSTALL DIRECTORY]\Notification Server\Config\CoreSettings.config, search for the word 'key=DBUser'. Replace the 'value' attribute of the found XML element from the previous server name to the new server name.
If account used for either the "Altiris Service" or the Notification Server webs is a local user (i.e. Not a domain user), you will need to update the account to the new name. You can do so by following the 2nd bullet points on this page. 
Open Registry Editor, browse to the registry key "HKLM\SOFTWARE\Altiris\express\Notification Server\". Find and replace any value that contains the old server name with the new name. 
Re-push the agent out to all previously managed machines.
Run the Windows schedule named "NS.Package Refresh" to re-validate site/package server packages. To get to the Windows schedules, go to 'Start' > 'Control Panel' > 'Scheduled Tasks'. 
If you have hierarchy set up, you will need to remove and re-add the renamed server to the hierarchy. To do so, go to the "Hierarchy Management" page under the menu "Settings" > "Notification Server" > "Hierarchy". 

Solution

If the Symantec Management Console will not load due to the change, there are several methods that could be used to resolve this problem.
Warning : Incorrect use of the Windows registry editor may prevent the operating system from functioning properly. Great care should be taken when making changes to a Windows registry. Registry modifications should only be carried-out by persons experienced in the use of the registry editor application. It is recommended that a complete backup of the registry and workstation be made prior to making any registry changes
METHOD 1: Use the AexConfig.exe utility and use the /svcid switch to reset this Identity. 
1. Open a Windows command prompt directly from the server running the Symantec Management Platform.
2. Browse to \Program Files\Altiris\Notification Server\Bin
3. Substitute the appropriate domain, username and password into the syntax below and run this command in the DOS window:
            AeXConfig.exe /svcid user:<domain\username> password:<password>
In some instances the above method will not work correctly. The steps below will work if the above process fails:
1. Open the Windows Registry editor
2. Browse to the registry key:
  HKLM\SOFTWARE\Altiris\express\Notification Server\AppIdentity
3. Delete the items:
  "user"
  "pwd"
4. Run:
  AeXConfig.exe /svcid user:<domain\username> password:<password>
5. In one instance we had to reboot the server after deleting these reg keys. 
You might also wish to save this command and run it as a batch file. To do so here is the syntax:
"C:\Program Files\Altiris\Notification Server\Bin\AeXConfig.exe" /svcid user:<domain\username> password:<password>
For additional information about the various command line switches available, from the DOS prompt run "aexconfig.exe /?"
METHOD 2: Use SIM to repair the credentials.
If Method 1 fails, make sure you are running the latest version of SIM and then use SIM to repair the the Symantec Management Platform. If this second method fails, confirm the version of SIM being used as there was a known issue in previous builds of SIM that would prevent this from working properly.
METHOD 3: If you can load the console:
Click on Settings >All Settings>Notification Server> Notification Server Setting > Processing and change to the desired credentials and click OK.
Last option does work, although it does fall into the "Not preferred" method. I would use this as a last case situation when the above listed items fail.
Create another service account, get the AD SID. Then update the [SecurityTrustee] table in the Symantec_CMDB database.

 

 

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