Unable to log on to the ePO console (This site can't be reached)

Technical Articles ID: KB96091
Last Modified: 2022-10-21 04:09:33 Etc/GMT

Environment

ePolicy Orchestrator (ePO) 5.10.x

Problem 1

You can't log on to the ePO Console. The usual ePO login screen isn't shown and the following error messages are displayed:

In Microsoft Edge, Google Chrome, and Mozilla Firefox:

This site can't be reached

In Internet Explorer:

Can't reach this page

Problem 2

The Orion.log file records the following errors (<ePO Installed folder>\server\logs):

2022-10-19T15:05:20,979 ERROR [main] servlet.OrionPluginContextListener - MFS Context "Orion Server" exception: Error creating bean with name 'core.pluginManager' defined in resource loaded from byte array: Cannot resolve reference to bean 'core.ext.compatibilityService' while setting bean property 'extensionCompatibilityService'; nested exception is org.springframework.beans.factory.BeanCreationException: Error creating bean with name 'core.ext.compatibilityService' defined in resource loaded from byte array: Cannot resolve reference to bean 'core.extensionInstaller' while setting bean property 'extensionInstaller'; nested exception is org.springframework.beans.factory.BeanCreationException: Error creating bean with name 'core.extensionInstaller' defined in resource loaded from byte array: Cannot resolve reference to bean 'core.ext.signature.verifier' while setting bean property 'sigVerifier'; nested exception is org.springframework.beans.factory.BeanCreationException: Error creating bean with name 'core.ext.signature.verifier' defined in resource loaded from byte array: Bean instantiation via constructor failed; nested exception is org.springframework.beans.BeanInstantiationException: Failed to instantiate [com.mcafee.orion.core.ext.ExtensionSignatureUtil]: Constructor threw exception; nested exception is java.io.IOException: Keystore was tampered with, or password was incorrect
org.springframework.beans.factory.BeanCreationException: Error creating bean with name 'core.pluginManager' defined in resource loaded from byte array: Cannot resolve reference to bean 'core.ext.compatibilityService' while setting bean property 'extensionCompatibilityService'; nested exception is org.springframework.beans.factory.BeanCreationException: Error creating bean with name 'core.ext.compatibilityService' defined in resource loaded from byte array: Cannot resolve reference to bean 'core.extensionInstaller' while setting bean property 'extensionInstaller'; nested exception is org.springframework.beans.factory.BeanCreationException: Error creating bean with name 'core.extensionInstaller' defined in resource loaded from byte array: Cannot resolve reference to bean 'core.ext.signature.verifier' while setting bean property 'sigVerifier'; nested exception is org.springframework.beans.factory.BeanCreationException: Error creating bean with name 'core.ext.signature.verifier' defined in resource loaded from byte array: Bean instantiation via constructor failed; nested exception is org.springframework.beans.BeanInstantiationException: Failed to instantiate [com.mcafee.orion.core.ext.ExtensionSignatureUtil]: Constructor threw exception; nested exception is java.io.IOException: Keystore was tampered with, or password was incorrect

Cause

The decryption is failed for the .keystore files. You can find the file in the following location: <ePO Installed folder>\server\keystore

Solution

To resolve the issue, perform the steps below:

Before you begin this process, it's mandatory to take a backup of the following folders:
1. <ePO Installed folder>\server\keystore
2. <ePO Installed folder>\server\conf
Stop all ePO services on the ePO server.
Open the <ePO Installed folder>\server\conf\server.xml file in a text editor.
Search for the keywords: keystorePass= and truststorePass=

For example, the strings in the server.xml file are as below:

keystorePass=wQ4AD7vkd7
truststorePass=wQ4AD7vkd7

NOTE: There are a total of four entries with the password. Each ePO install has a unique password string.
Update to the same password if the server.xml file has a different password than the keystore.properties file. You can find the keystore.properties file in the following location: <ePO Installed folder>\server\keystore\keystore.properties
Rename the orion.log file. You can find the log file in the following location: <ePO Installed folder>\server\logs
Start all ePO services on the ePO server.
Try to log on to the ePO console.

Affected Products

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Unable to log on to the ePO console (This site can't be reached)

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Problem 1

Problem 2

Cause

Solution

Affected Products

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Unable to log on to the ePO console (This site can't be reached)

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Cause

Solution

Affected Products

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