"Unable to save policy" error when a policy is saved

Technical Articles ID: KB90983
Last Modified: 2023-03-06 05:04:41 Etc/GMT

Environment

Data Exchange Layer (DXL) 6.x, 5.x
Data Loss Prevention (DLP) Endpoint 11.x
Drive Encryption (DE) 7.x
Endpoint Security (ENS) Firewall 10.x
ePolicy Orchestrator (ePO) 5.10.x

Problem

When you try to save a policy for DE, DLP Endpoint, DXL, or ENS Firewall, a pop-up window displays either of the following messages:

Unable to save policy

An unknown error has occurred

The orion.log file records an error similar to the following:

DEBUG [http-nio-8443-exec-24] error.UncaughtThrowableHandler - An uncaught exception occurred:
Error message: java.sql.SQLException: Cannot resolve the collation conflict between "SQL_Latin1_General_CP1_CI_AS" and "Latin1_General_CI_AS" in the equal to operation

NOTE: The collation in the error above is just one example. The problem can be seen with different collations.

Cause

There's a mismatch on the collation for the ePO database and the instance where the database is hosted. The SQL collation of the SQL Server must match the collation of the ePO database. For details, see KB73717 - ePolicy Orchestrator supported SQL Server collation types.

Solution

Move the ePO database to an instance that matches the same collation. For information about how to change the collation of an instance during or after installation, review the Microsoft SQL documentation.

For details, see KB68427 - Recommended procedure to migrate or move an ePolicy Orchestrator database to a new SQL Server.

WARNING: We recommend that you do not change the database collation after installation.

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"Unable to save policy" error when a policy is saved

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"Unable to save policy" error when a policy is saved

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