KB Article | Forcepoint Support

Notes & Warnings

If the issue happens with a specific DLP administrator rather than for all Administrators in the Forcepoint Security Manager, see Specific DLP Administrator User Unable to Access the Forcepoint DLP Management UI.

Problem Description

When accessing the DATA tab in the Forcepoint Security Manager, the following error is displayed:

"Forcepoint DLP could not be launched"
 
Forcepoint DLP could not be launched
 

Resolution

In order to resolve the issue, consider the options below.

Option 1
Restart the DLP Server if possible, and wait for all the Forcepoint services to start correctly. Alternatively, restart all of the Data Security services.

If the above option does not resolve the situation, proceed to the next steps below.

Option 2
Important Log into the server with the same account used to run the Websense Services. Performing these steps with the wrong user can break the environment.
  1. Log on to the Management Server using the same credentials used to run the Websense DLP services (Service Account).
  2. Stop the following services in the order shown and set the Startup type to Disable.​​
    • Websense Data Security Manager
    • Websense Data Security Batch Server
    • Websense Data Security Message Broker
  3. Navigate to the ...\Websense\Data Security\tomcat\ folder.
  4. Rename the following folders to something else: work, temp, and log.
Note In v8.5 and later, the work folder will be labeled wbsnWork. In versions prior to v8.5, rename the work folder as mentioned above.
  1. Create a new folder named temp.
  2. Navigate to the ...\Websense\Data Security\MessageBroker\ folder.
  3. Rename the data folder to something else.
  4. Navigate to the ...\Websense\Data Security\Data-Batch-Server\service-container\container\ folder.
  5. Rename the work and logs folder to something else.
Note In v8.5 and later, the work folder will be wbsnWork. In versions prior to v8.5, rename the work folder as mentioned above. In some instances, users have reported there being no work folder in this location. If you do not see any work folder listed to begin with, then create one.
  1. Create new folders for temp and work.
Note In v8.5 and later, once you have renamed the wbsnWork folder to wbsnWork.old, then create a new wbsnWork folder. In versions prior to v8.5, rename the work folder as mentioned above.
  1. Set the following services' startup type back to Automatic and start the services in the following order:
    • Websense Data Security Message Broker
    • Websense Data Security Batch Server
    • Websense Data Security Manager
  2. Wait about 5 minutes for the services to start back up again and check to see if you are able to enter the DATA Security tab in the Forcepoint Security Manager.
Option 3
Check to see if there has been a recent change to the SQL credentials used by the DLP system. This can be confirmed by running a Modify setup (Not Repair) of the Forcepoint installer. See below for the steps to follow. Running the Modify setup will confirm the current SQL configuration and throw an error if anything is incorrect.
Important Log into the server with the same account used to run the Websense Services. Performing these steps with the wrong user can break the environment.
  1. Click Start and search for Forcepoint in the search box.
  2. Locate the Forcepoint Setup (Installer) program, right-click on it, and select Run as Administrator.
  3. Click Modify next to Infrastructure.
  4. Click Next on each screen confirming everything looks correct, including the SQL connection.
  5. After clicking all the way through and completing the Infrastructure section, do the same for the Data Security section if changes were made.
  6. During the Data Modify, if it asks you to Recreate Certificate Authority, do not select this box during the process as this will cause problems connecting to the Manager later.
Option 4 (DLP 8.6 ONLY)
If the Data tab is not able to load, stays in the Processing state indefinitely, or is generally sluggish when performing a deployment, please refer to the following article for more information.

The steps to follow are also listed below:
  1. Modify %DSS_HOME%tomcat\conf\Catalina\localhost\dlp.xml on the Management Server
  2. Replace all two instances of maxActive with maxTotal
  3. Save the file
Note No other XML files, including backups of dlp.xml, must be present within the localhost directory

Additionally, clear the Tomcat cache in addition to recreating the DLP folder within webapps for any changes to dlp.xml:

  1. Disable and stop the DSSManager (Data Security Manager) service.
  2. Rename or the following folders to a separate location, such as the desktop:
  • %DSS_HOME%tomcat\work 
  • %DSS_HOME%tomcat\logs 
  • %DSS_HOME%tomcat\temp
  • %DSS_HOME%tomcat\webapps\dlp 
  1. Create a new temp folder: %DSS_HOME%tomcat\temp
  2. Enable and start the "DSSManager" service
Option 5
Review dlp-all.log from %DSS_HOME%tomcat\logs\dlp\ on the Windows Management Server. If you see many error messages similar to the following, please check the size of the wbsn-data-security from the SQL server also check whether enough space is available on the SQL Server:

          The transaction log for database 'wbsn-data-security' is full due to 'LOG_BACKUP'.

Option 6
Review dlp-all.log for error messages similar to the following pertaining to ActiveMQ, active-mq, and bean property:

ERROR org.apache.activemq.broker.BrokerService - Failed to start ActiveMQ JMS Message Broker. Reason: org.apache.activemq.kaha.RuntimeStoreException: java.io.EOFException

ERROR org.apache.activemq.store.amq.AMQPersistenceAdapter - Could not stop service: AMQPersistenceAdapter(C:\Program Files (x86)\Websense\Data Security\tomcat\wbsnData\active-mq). Reason: java.lang.NullPointerException

Cannot resolve reference to bean 'jmsConnFactory' while setting bean property 'connectionFactory'; nested exception is org.springframework.beans.factory.BeanCreationException: Error creating bean with name 'jmsBroker' defined in class path resource [spring/active-mq-config.xml]: Invocation of init method failed; nested exception is org.apache.activemq.kaha.RuntimeStoreException: java.io.EOFException

Perform the following steps:
  1. Disable and stop the DSSManager (Websense Data Security Manager) service
  2. Clear out all content from the %DSS_HOME%tomcat\wbsnData\active-mq folder (do not delete it outright)
  3. Enable and start the DSSManager service
Option 7
Ensure that the following folders do not contain non-default backup files (even if they are renamed):
  • %DSS_HOME%tomcat\conf\Catalina\localhost - Only one copy of dlp.xml present
  • %DSS_HOME%tomcat\webapps\ - No folders other than dlp and ROOT
If any extra content exists within these folders, stop the Websense Data Security Manager service and purge the contents before starting the service again.

Option 8
If you have followed all the above steps and are still unable to access the DLP tab in the Forcepoint Security Manager, then please open a case with Technical Support and provide the following logs from the DLP Server:
  • ...\Websense\Data Security\Logs
  • ...\Websense\Data Security\tomcat\logs
  • ...\Websense\Data Security\Data-Batch-Server\service-container\container\logs

Keywords: DLP Console; Forcepoint DLP could not be launched; Data Module; DSS Console issue; DLP Not launched;

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