Troubleshooting Tips


Please refer to http://securitymanagerplus.wiki.zoho.com/Troubleshooting-Tips.html for the latest Troubleshooting Tips. This wiki page will be constantly updated.


Installation / Un-Installation and Server Start-Up / Shutdown

  1. When I uninstall the product in windows, some folders are not getting deleted.

     

    Reason

    Solution

    This usually happens when you try to uninstall the product immediately after you have shutdown the Security Manager Plus server. Ensure that you uninstall the product only after the Security Manager Plus MySQL Server instance (mysqld-nt.exe process in Windows Task Manager) has been terminated completely after the server shutdown.
  2.  
  3. Server-startup fails.

     

    Reason

    Solution

    The Windows installation directory contains space. Please ensure that the Windows directory in which Security Manager Plus is installed doesn't contain any space , for example, do not install Security Manager Plus in  C:\Program Files.
    During the previous run of the Security Manager Plus server if you had terminated the server  abruptly or there was an unclean shutdown then some of the server processes would not have been terminated and the MySQL server instance would continue to run in the system. You will notice a message "Trying to start MySQL server failed" in the console. Forcefully terminate the MySQL Server instance (mysqld-nt.exe in Windows, mysqld in Linux).
    Does the system running Security Manager Plus server have a Personal Firewall enabled? Security Manager Plus server will open available ports during Server Startup and if the firewall does not allow opening of ports, then Server startup will fail. Disable the Personal Firewall.
    Any other In Windows, use the 'Show Startup Logs' option from the Security Manager Plus System Tray Icon, to view the startup logs and see if you can find the cause for the failure.

     

    Also zip the logs directory from <Security Manager Plus_Home> and send it to support@securitymanagerplus.com so that we can analyze and get back to you.

     


  4. (In Linux) When i start the server it shows "java.io.FileNotFoundException .. (Permission Denied) ?

     

    Reason

    Solution

    The Security Manager Plus Server may have been initially started in super user mode, then restarted in the normal user mode. Run the server only in the normal user mode. Give ownership to all the files in the server as shown below :
    chown -R <username> <groupname> .

  5. When I start the Security Manager Plus Server, I am getting the following error "Error: write on output file failed err=28" ?

     

    Reason

    Solution

    This error occurs if there is not enough Hard Disk space Security Manager Plus server installation and start-up requires a minimum of 200 MB Hard Disk space.

Web Client

  1. I am unable to access Security Manager Plus Server through the Web Client. Why ?

     

    Reason

    Solution

    Security Manager Plus Server not started Start the Security Manager Plus server from the Task Tray Icon or Start Menu --> Programs --> ManageEngine Security Manager Plus 5 --> Start Security Manager Plus Service (Windows) or by executing Security Manager Plus.sh start from 'bin' directory (Linux)
    Wrong URL Make sure that the correct URL is used to connect to the server, namely, http://<Security Manager PlusServerHost>:port_number/ (e.g. http://localhost:6262/ ) The default web server port is 6262, provided  this default port had not been changed during server startup . 
    Note : Security Manager Plus server and Web Client also communicate through https via port 6767 (default).
    You did not accept the Security Certificate while connecting to the server in Secure Mode You must accept the security certificate that is presented to you while connecting to the Security Manager Plus server. This is perfectly safe and necessary for the Web Client to access the Security Manager Plus Server.
    The trial period of the Security Manager Plus Server would have expired. Restart the Security Manager Plus server to move to Free Edition or contact sales@manageengine.com for obtaining the Annual Subscription Professional License.

  2. Why does my Web Client user interface looks crippled ?

     

    Reason

    Solution

    Incompatible Browser Refer to the Security Manager Plus system requirement , and see whether your browser is supported.
    JavaScript not enabled JavaScript has to be enabled in your browser for you to work with Security Manager Plus Web Client.

  3. I am unable to perform any activity in Security Manager Plus Web Client. Why ?

  4. Reason

    Solution

    You might have logged in using an account that has limited privileges to Security Manager Plus Server operations. For example, guest is an account that has limited privileges.  To work with or configure the product, log in as 'Admin' user. For more information on user account privileges, refer to the User Administration section .

  5. I am repeatedly seeing the login screen. Why ?

     

    Reason

    Solution

    Your browser does not accepts cookies. Cookies should be accepted by your browser in order to communicate with the Security Manager Plus Server seamlessly.

Asset Discovery

  1. Security Manager Plus is unable to discover my network assets. Why ?

  2.  

    Reason

    Solution

    Assets not reachable Ensure that the IP address or host names are correct and are reachable through either TCP or ICMP ping. You can configure the ports to be used for TCP ping in the Admin page  (Admin » Discovery and Scan).

  3. OS detection is not happening correctly in Linux systems. Why ?

  4.  

    Reason Solution
    Super User privileges is needed for NMap based OS detection. Ensure that NMap executable is available in PATH and is given Super User privileges.

Scan

  1. Scan does not work, scan result shows 0 vulnerabilities

     

    Reason

    Solution

    Vulnerability Database is not up to date Update your Security Manager Plus Server vulnerability database with the latest vulnerability signatures from the Central Repository Server hosted in ManageEngine site, by clicking the  "Update Vulnerability Database Now" (Admin » Vulnerability Database Updates) .
    Scan times out Set proper timeout values for Security Manager Plus to discover and scan your assets, based on your network configuration and load. You can Set Timeouts in the Discovery and Scan view of the Admin page (Admin » Discovery and Scan Settings ).

  2. Vulnerability results for scans performed for windows machines shows "No records found" for Missing Patches. Why ?

     

    Reason

    Solution

    Windows administrator credentials not supplied before performing the scan Credentials are needed for detecting windows registry mis-configurations and for detecting missing patches. Provide the credential  details in the Credential Library view of the Admin page (Admin » Credential Library).
    Samba-TNG software is not installed If you intend to run the Security Manager Plus Server in Linux OS, ensure that Samba-TNG software (version 0.4 and above)  is installed. This software facilitates communication between the Linux server and target Windows machines. Useful while identifying missing patches in target Windows machine. You can download the software from : http://download.samba-tng.org/tng .
     
  3.  
  4. Sometimes the scan is taking a lot of time to complete and at times it does not complete at all ?

     

    Reason

    Solution

    Scan Timeout This happens if the Scan Timeout has been set with  high values. For default values refer Discovery and Scan -  Timeouts  (Admin » Discovery and Scan Settings ).
    All Ports option is selected for TCP Ports to Scan  
    Scanning large number of IP's / hosts in a single scan Limit the number of IP's / hosts that is scanned per scan.
    Performing Exhaustive brute-force level (Admin » Discovery and Scan ) checks while scanning  
    Server exceptions Check the log files available under : <Security Manager Plus_Home>\logs directory. If you find any exceptions please send the log files to support@securitymanagerplus.com from Support tab --> 'Support File Creation' link.

  5. Scanning a Linux system fails to show missing patches with message "ssh version incompatibility", though SSH is installed and running in the system

Reason

Solution

The Linux system you are trying to scan supports only sshv2 protocol To scan Linux systems that support sshv2 protocol, carry out the following steps and then scan the system from the UI :
  • Download sshtools-j2ssh-0.0.4-alpha-bin.tar file from the URL : http://prdownloads.sourceforge.net/sshtools and extract
  • Place the jar files present in the 'lib' directory obtained in the extraction, in <Security Manager Plus_Server_Install_Dir>/lib directory
  • Restart the Security Manager Plus server

 

Others

  1. Got the following error while updating the vulnerability database : "Error occurred while updating the Database  - Error Message : Could not contact the Central Server" .


  2. Reason

    Solution

    Security Manager Plus Server machine has no access to the Internet The Security Manager Plus Server machine must have access to the Internet for it to download the latest vulnerability signatures from the Central Repository Server hosted in the ManageEngine site.
    Proxy Settings not configured If you access the Internet through a Proxy Server, then you need to configure the proxy server details in Proxy Settings view of the Security Manager Plus Admin page ( Admin » Proxy Server ). Ensure that all the required proxy server parameters are provided correctly.

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