Unable to access the SEPM using either the remote web console or remote Java console.

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Article ID: 157576

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Updated On:

Products

Endpoint Protection

Issue/Introduction

When you try to access the SEPM console remotely by either the web console or Java console, the following error appears after clicking the Logon button.

Failed to connect to the server.

Make sure that the server is running and your session has not timed out.
If you can reach the server but cannot log on, make sure that you provided the correct parameters.
If you are experiencing network issues, contact your system administrator. ErrorCode: 0x80020000

The following is found in the Ajaxswing scm-ui-<date-time>.log files.

Jan 18, 2013 2:00:47 PM GUIManager INFO: ============= Set up reporting once =============
Jan 18, 2013 2:00:47 PM GUIManager INFO: Reporting login start...
Jan 18, 2013 2:00:47 PM GUIManager SEVERE: Reporting error on login!
Jan 18, 2013 2:00:47 PM GUIManager SEVERE: Failed to connect to the server.

Make sure that the server is running and your session has not timed out.
If you can reach the server but cannot log on, make sure that you provided the correct parameters.
If you are experiencing network issues, contact your system administrator. ErrorCode: 0x80020000
Jan 18, 2013 2:00:47 PM ExceptionHandler SEVERE: Root cause of the exception: handshake alert:  unrecognized_name

Cause

This problem occurs when the hostname or FQDN used to access the page does not match the actual hostname or FQDN of the server, such as when an alias is in place. This happens because the Java Runtime Engine (JRE) 1.7 blocks handshakes where the name does not match for security reasons.

Resolution

You can work around this problem by editing the ssl.conf file.

To edit the ssl.conf file

  1. On the computer running the Manager, in the Symantec Endpoint Protection Manager install folder, go to \apache\conf\ssl\.

  2. Open ssl.conf in a text editor such as Notepad.

  3. Under the <VirtualHost_Default_:8445> header, add the following line:

    ServerAlias <server_name>

    ...where <server_name> is the hostname or FQDN. This entry informs Apache that an alias exists, which allows Java to connect to that alias.

  4. Restart the Symantec Endpoint Protection Manager Webserver service.