Sign In with your
Trend Micro Account
Need Help?
Need More Help?

Create a technical support case if you need further support.

"HTTP Status 500 - Internal Server Error" shows after upgrading Deep Security Manager 9.6 to version 11.0

    • Updated:
    • 10 May 2019
    • Product/Version:
    • Deep Security 11.0
    • Deep Security 9.6
    • Platform:
    • N/A N/A
Summary

After upgrading Deep Security Manager 9.6 to version 11.0, Tomcat error "HTTP Status 500 - Internal Server Error" appears on the web console. The issue happens even though the Trend Micro service is properly up and running.

The following messages may also show in the Server0.log:

SEVERE: Exception Processing ErrorPage[errorCode=500, location=/error.jsp] java.lang.NullPointerException
SEVERE: Servlet.service() for servlet [org.apache.jsp.error_jsp] threw exception java.lang.NullPointerException
java.lang.NoClassDefFoundError: Could not initialize class com.trendmicro.ds.platform.objects.mt.TenantInfo
Details
Public

This issue can be caused by the upgrade failing to remove legacy Java files located in (InstallLocation)\Deep Security Manager\webclient\webapps\ROOT\WEB-INF\lib folder.

To confirm the cause of the issue, check the following:

  1. Access the location (InstallLocation)\Deep Security Manager\webclient\webapps\ROOT\WEB-INF\lib folder on your Deep Security Manager machine.
  2. Check the directory for .jar files that have a Last Write Time that is not the latest and have a similar name, but with later build versions to current files.

    For example, for an upgrade performed on October 17, 2018, the directory shows the following:

    Mode                LastWriteTime     Length Name 
    ----- 12.10.2017 15:11 14766 aopalliance-repackaged-2.4.0-b34.jar
    -a--- 17.10.2018 15:20 14768 aopalliance-repackaged-2.5.0-b32.jar
    ----- 12.10.2017 15:11 107434 aspectjrt-1.8.2-sources.jar
    -a--- 17.10.2018 15:19 117099 aspectjrt-1.8.2.jar
    -a--- 17.10.2018 15:19 59168799 aws-java-sdk-1.11.126.jar
    ----- 12.10.2017 15:11 49753103 aws-java-sdk-1.11.80.jar

    Any files dated October 12, 2017 are older versions and can be removed.

To resolve the issue, remove the older versions of Java files:

  1. Back up the (InstallLocation)\Deep Security Manager\webclient\webapps\ROOT\WEB-INF\lib folder.
  2. Stop the Deep Security Manager service, if running.
  3. Delete any .jar files that are present in that location that have an older date as identified from previous checking.
  4. Run the Deep Security Manager installer again and select the Repair option.
  5. Wait for the repair to complete.
  6. Once completed, verify the Deep Security Manager service is started. Otherwise, start the service.
  7. Access the Deep Security Manager console.
Premium
Internal
Rating:
Category:
Troubleshoot
Solution Id:
1122395
Feedback
Did this article help you?

Thank you for your feedback!

To help us improve the quality of this article, please leave your email here so we can clarify further your feedback, if neccessary:
We will not send you spam or share your email address.

*This form is automated system. General questions, technical, sales, and product-related issues submitted through this form will not be answered.

If you need additional help, you may try to contact the support team. Contact Support

To help us improve the quality of this article, please leave your email here so we can clarify further your feedback, if neccessary:
We will not send you spam or share your email address.

*This form is automated system. General questions, technical, sales, and product-related issues submitted through this form will not be answered.