An unexpected error occurred (when accessing dashboards)

Technical Articles ID: KB91124
Last Modified: 7/24/2023

Environment

ePolicy Orchestrator (ePO) 5.10.x, 5.9.x

Problem

When you access the Dashboards page in ePO, the following message is displayed:

An unexpected error occurred

Server tasks don't run. Instead, they remain in a permanent Waiting state.

The Orion.log contains entries similar to the following:

WARN [core-ClusterService-thread-1] cluster.ClusterServiceImpl - No record was updated when trying to update the LastCheckinTime for the node with UUID e6893e61-54da-4c9e-b5b1-1d1231ec54c1

NOTE: Each time the message is recorded, the UUID value is different.

ERROR [http-nio-8443-exec-24] servlet.ControllerServlet - Exception thrown by ActionBean:
com.mcafee.orion.core.config.OrionPreferenceException: Error saving preferences
Caused by: java.sql.SQLException: Violation of UNIQUE KEY constraint 'U_OrionPersonalPreferences_Uniqueness'. Cannot insert duplicate key in object 'dbo.OrionPersonalPreferencesMT'. The duplicate key value is (1, mfs.nav.bar.recent.pages).

Cause

This problem occurs when the no count option is enabled in the SQL Server's default connection options. The option causes SQL operations to fail, and produces the symptoms described above. ePO requires the option to be disabled.

Solution 1

Disable the no count option:

Open SQL Management Studio.
In the Object Explorer pane, right-click the SQL Server that hosts the ePO database, and select Properties.
Select the Connections page.
Under Default connection options, scroll down to the No Count option, and deselect it.
Click OK.
Restart the ePO services:
1. Press Windows+R. The Run Window is displayed.
2. Type services.msc in the field and press Enter.
3. Select each of the services listed below, right-click, and select Restart.
  
  McAfee ePolicy Orchestrator #.#.# Application Server
  McAfee ePolicy Orchestrator #.#.# Event Parser
  McAfee ePolicy Orchestrator #.#.# Server
4. Close the services window.

IMPORTANT: Changes to this option affect all databases hosted by this SQL Server instance. If you have other databases on this instance, make sure that none of them require this option to be enabled. If any other databases require this option, you must move either the ePO database, or the other affected databases, to a separate SQL Server instance.

Solution 2

Customers have reported seeing the issue above, even though the option in "Solution 1" is deselected.

Customers who experience the issue without the no count option selected must contact Technical Support.

To contact Technical Support, go to the Create a Service Request page and log on to the ServicePortal.

If you are a registered user, type your User ID and Password, and then click Log In.
If you are not a registered user, click Register and complete the fields to have your password and instructions emailed to you.

Affected Products

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Knowledge Center

An unexpected error occurred (when accessing dashboards)

Environment

Problem

Cause

Solution 1

Solution 2

Affected Products

Languages:

Title

Title

Knowledge Center

An unexpected error occurred (when accessing dashboards)

Environment

Problem

Cause

Solution 1

Solution 2

Affected Products

Languages:

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Title

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