Blank page and system error shows up in console after logging in to PortalProtect (PP) 2.1

Product / Version includes:

Portalprotect 2.5

Last updated: 2025/05/08

Solution ID: KA-0005876

Category: Troubleshoot

Summary

After login, the PP console shows a blank page and the following error:

System Error

Error Number: -1
Error Message:
The PortalProtect Master Service is stopped or is not available. Please start the service and login again. The PP service account seems does not have full access permission for PP registry. PP need to read or write registry to do some tasks. Database connection failed is one of failed result if PP does not have proper permission.
Line 50681: 2015/09/12 10:24:15 GMT+2:00 [17096:30108] [ utilAuditLog.cpp( 179)] WARN !!! Get homedir path failed in utilAuditLog.
Line 50682: 2015/09/12 10:24:15 GMT+2:00 [17096:30108] [ utilAuditLog.cpp( 184)] WARN !!! Get dbconf_Log.xml failed in utilAuditLog.
Line 50686: 2015/09/12 10:24:15 GMT+2:00 [17096:30108] [ xml_Parser.cpp( 641)] WARN !!! IXMLDOMDocument->load failed. Reason:The system cannot locate the object specified.

Make sure the PP service account is in the local Administrator group of the Sharepoint Server and has full permission to access PP registry.
If step 1 does not fix the issue, do the following:
1. Clear previous debug logs
2. Enable PP_Master debug log using the CDT tools.
3. Reproduce the issue.
4. Collect debug logs.

This should resolve the issue.

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Blank page and system error shows up in console after logging in to PortalProtect (PP) 2.1

Blank page and system error shows up in console after logging in to PortalProtect (PP) 2.1

Product / Version includes:

Summary