Cannot access ePO 5.9, database error

[skeating]

Hello

I am trying to start my ePO 5.9.0 console, and I get the error message "Unable to connect to the database. Try again. If the issue reoccurs, notify your product administrator to navigate to {0} on the application server system and verify the database connection settings." I have researched this and found I needed to do the following:

b.Right-click the following services and select Restart:

McAfee ePolicy Orchestrator x.x.x Application Server
McAfee ePolicy Orchestrator x.x.x Server
McAfee ePolicy Orchestrator x.x.x Event Parser

Which I have done. I also try to do https://:8443/core/config, but this just gets me the message "This page can only be accessed from a local connection", even though I was doing it on a local browser.

None of this has solved the problem. I also would like to change the name of the Local Account that the services are using. Which services, including the SQL ones would I need to change, and does the account only need Administrator privileges? I have not changed any accounts as of yet. 

I have since gone through the log for the ePO and found the problem appears to be the login account for the application/server. That account is now locked. How do I change that account, and what other accounts must be changed?

[Hem]

If accessing \core\config page fails with server name then you can try accessing it with localhost (https://localhost:8443/core/config). If this loads then we can correct user account/password etc, do 'test connection', Apply, restart ePO services.

If \core\config doesn't load then please make the changes in db.properties files as per #: https://kc.mcafee.com/corporate/index?page=content&id=KB69850

[Hem]

By any chance it TLS 1.0 is disabled then suggest to follow #: 

https://kc.mcafee.com/corporate/index?page=content&id=KB89317

[skeating]

I put the new user name and password in the configure database settings, but when i do a test I get the message "Login failed. Login is from untrusted domain and cannot be used with Windows authentication". But the login is from my domain and works. Any ideas?

I have tried several different know good names in the user box, with the correct password, and nothing is working.

[Hem]

I can think of trust between domains. The best in such case, I suggest to use SQL authentication. 

https://kc.mcafee.com/corporate/index?page=content&id=KB70722

https://kc.mcafee.com/corporate/index?page=content&id=KB51465

[skeating]

When I setup ePO, SQL was automatically loaded, without creating an 'sa' account. I don't suppose there is a default password for that?

[Hem]

Correct.. Either we can set or can create new  SQL user.

[skeating]

Well I cannot get into the SQL database. I have also rejoined the server that ePO is on to the domain, but the Configure Database Settings, with the new user and password, still will not test correctly. if I were to do an upgrade to 5.10, do you think that might solve the problem? Or is there something inside ePO that can be re-pointed to the domain? Everything else about the server can see the domain and is having no issues, just ePO.

[Hawkmoon]

Hi skeating,

An upgrade will not help in this, as an upgrade can only use the details the ePO install you already have, has to offer.
As the information related to the SQL portion of the server do not work the upgrade will fail as it tries to use the same 'incorrect' details to gain access to SQL.

Regarding the current installation, perform an ePO services restart .  Then you can have a look at the SQLERROR log (on SQL), and the ePO Orion.log at the start up time to see what they report.

[skeating]

Do I need to restart all ePO services, or just a particular one?