Summary
Learn how to troubleshoot when you are unable to access the SafeSync for Enterprise administrator console after installation.
Details
This issue occurs when the SafeSync server is unable to bind the virtual IP address (192.168.200.100) used from High-Availability mechanism. This could cause incorrect database records to be created.
To verify if the server is unable to bind the Virtual IP:
- From SafeSync server shell, ping 192.168.200.100.
- If the host is reachable, contact Trend Micro Technical Support .
- If the host is unreachable, proceed to the next step.
- Login to mysql by running the command:
mysql -uroot -psafesync osdp
- Run the mysql query:
select organisation_id from organisations;Note: The semicolon at the end of the command must be included.
- The correct result should show 3 values as below:
+----------------+| organisation_id |+----------------+| 1 || 3 || 5 |+----------------+If result shows different, then it is confirmed that the problem is caused by what was described above.
To resolve this issue:
- Login to SafeSync server shell or SSH.
- Run the following commands in this order:
- sudo sed -i 's/200.100/200.1/' /etc/hosts
- cd /opt/SingleInstaller/nodeControl/bin
- sudo sh rebuildDatabase.sh
- Run the MySQL query:
select * from organisation_perms where perm = 'admin_groups';If the result is empty, manually insert the record with the command:insert into organisation_perms values(5,5,'admin_groups');
- Log out of MySQL shell by typing "quit"
- Restart Management UI server using this command:
sudo supervisorctl restart mgmtui
