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Unable to log in to PolicyServer MMC on x64 platform if license was renewed from a trial version

    • Updated:
    • 21 Jul 2014
    • Product/Version:
    • Endpoint Encryption 5.0
    • Platform:
    • Windows 2008 Server R2
Summary
When authenticating to the PolicyServer MMC, the Endpoint Encryption PolicyServer 5.0 is stuck on the login screen with "Connected" status.
The issue occurs only on a PolicyServer installed on x64 platform, in one of the following scenarios:
  • You had a fresh installation of PolicyServer 5.0 Patch 1 (build 5.0.0.3015) with a trial license, and then you renewed the license.
  • You had PolicyServer 5.0 (GM build 5.0.0.1287) with a trial license. You upgraded to Patch 1 (build 5.0.0.3015) and then later renewed the license.
This issue occurs with no error notification. Running the Restore option from PolicyServerInstaller.exe does not resolve the issue.
Details
Public
The PolicyServer Diagnostic Monitor shows that the TmPrApiT_x64.dll file is missing:
Restful - System.DllNotFoundException: Unable to load DLL 'TmPrApiT_x64.dll': The specified module could not be found.
PolicyServer Diagnostic Monitor
During PolicyServer 5.0 installation on a 64-bit server, the TmPrApiT_x64.dll and TmPrApiT.dll files should be available in the following folders:
  • C:\Windows\System32\
  • C:\Windows\SysWOW64\
In this case, the issue occurs because both TmPrApiT_x64.dll and TmPrApiT.dll files are not found in the System32 folder.
To resolve the issue, copy the two missing files:
  1. Go to the PolicyServer system path C:\Windows\SysWOW64.
    copy files from SysWOW64
  2. Copy the files TmPrApiT.dll and TmPrApiT_x64.dll to C:\Windows\System32.
    Copy TmPrApiT.dll and TmPrApiT_x64.dll
  3. Launch the PolicyServer MMC and log in again.
    Log in to Policy Server MMC
The PolicyServer MMC will be able to open the main console upon entering the credentials.
Premium
Internal
Rating:
Category:
Troubleshoot
Solution Id:
1103486
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