Error Handling

Provides solutions for errors that may occur due to installation or uninstallation of the maintenance release.

Forcepoint Security Manager fails to load after Modify is run in the 10.4 installer post-10.4.3 uninstall

Issue Summary: Forcepoint Security Manager fails to load the application after Modify is run in the Forcepoint Management Infrastructure 10.4 installer, following an uninstall of Forcepoint Management Infrastructure maintenance release 10.4.3.

Steps to reproduce:
  1. Install the Forcepoint Management Infrastructure 10.4.
  2. Install maintenance release 10.4.3. This upgrades PostgreSQL to version 18.4 (works as expected).
  3. Uninstall maintenance release 10.4.3. Uninstalling leaves PostgreSQL at version 18.4 (works as expected)..
  4. Run Modify in the Forcepoint Management Infrastructure 10.4 installer. This step reverts manager.xml to version 10.4, which causes the issue because that version does not support the upgraded PostgreSQL 18.4.

Result: Forcepoint Security Manager does not load.

Symptom: The Forcepoint Security Manager fails to load the application, and the login screen is not shown, along with the following errors in the log file (triton-all.log), located at \Websense\EIP Infra\tomcat\logs\triton: 


WARN org.hibernate.engine.jdbc.spi.SqlExceptionHelper - SQL Error: 0, SQLState: 22025
ERROR org.hibernate.engine.jdbc.spi.SqlExceptionHelper - ERROR: invalid escape string
Hint: Escape string must be empty or one character.

Effect of this procedure: config-only. One attribute value in one XML file, plus an app-tier restart. No database change, no reinstall, no driver change.

The change:

File (default install path):


C:\Program Files (x86)\Websense\EIP Infra\tomcat\conf\Catalina\localhost\manager.xml

If Forcepoint Management Infrastructure is installed elsewhere, take the base path from `HKLM\SOFTWARE\WOW6432Node\Websense\EIP Infra` → `INSTALLDIR` and locate the `escapeChar` entry. It looks like the following:

xml
<Environment name="jdbc/patternConverter/escapeChar" value="'\\'" type="java.lang.String"/>

Change only the value attribute, from two backslashes to one:

  Exact on-disk text
Before (broken) value="'\\'"
After (fixed) value="'\'"

That is: single-quote, one backslash, single-quote inside the double quotes. Everything else on the line (the `name`, the `type`) stays untouched.

Procedure
  1. Stop the Forcepoint Management Server Windows services using the below commands
    net stop EIPManagerProxy
net stop EIPManager

    Stop the proxy first (it fronts the manager). Leave the database service pgsqlEIP running.

  2. Back up the file

    Copy "C:\Program Files (x86)\Websense\EIP Infra\tomcat\conf\Catalina\localhost\manager.xml" "C:\Program Files (x86)\Websense\EIP Infra\tomcat\conf\Catalina\localhost\manager.xml.bak_manual"

  3. Apply the edit

    Open manager.xml in a text editor (as Administrator), find 'jdbc/patternConverter/escapeChar', and change value="'\\'" to value="'\'". Save keeping the existing encoding.

  4. Verify the file

    The line must show value="'\'" (one backslash). If you still see two, the edit did not save. Check that the editor ran elevated and that you edited manager.xml, not a .bak* file.

  5. Start the Forcepoint Management Server Windows services using the below commands
    net start EIPManager
net start EIPManagerProxy

Common errors

Error Workaround
Issue encountered during the 'Stop and Disable Websense Data Security Manager' service step while installing the DLP maintenance release. User should rerun the DLP maintenance release.