Symantec Endpoint Protection Manager fails to login with the following errors: "Unexpected server error. [0x10010000]", immediately followed by "You are no longer connect to the Symantec Endpoint Protection Manager. You must log on again to continue"

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Article ID: 158947

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Updated On:

Products

Endpoint Protection

Issue/Introduction

Symantec Endpoint Protection Manager (SEPM) fails to login with the following errors:  "Unexpected server error. [0x10010000]", immediately followed by "You are no longer connect to the Symantec Endpoint Protection Manager. You must log on again to continue"

This happens regardless of Local SEPM Admin or a Directory Based Admin.  Same errors happen with Web Console and Java Remote Console. 

scm-ui.log

Jan 27, 2014 9:48:54 AM GUIManager INFO: ============= Set up reporting once 
=============
Jan 27, 2014 9:48:54 AM GUIManager INFO: Reporting login start...
Jan 27, 2014 9:49:44 AM GUIManager SEVERE: Reporting error on login!
Jan 27, 2014 9:49:44 AM GUIManager SEVERE: Unexpected server error. [0x10010000]
Jan 27, 2014 9:49:44 AM GUIManager INFO: ============= After login: elapsed 
(secs): 50.115


scm-ui.err

Jan 27, 2014 9:49:44 AM  STDERR: com.sygate.scm.console.util.ConsoleException: 
You are no longer connected to the Symantec Endpoint Protection Manager. You 
must log on again to continue. [0x11010000]
Jan 27, 2014 9:49:44 AM  STDERR: 	at 
com.sygate.scm.console.util.GUIManager.keepAlive(GUIManager.java:340)
Jan 27, 2014 9:49:44 AM  STDERR: 	at 
com.sygate.scm.console.util.KeepAlive$KeepAliveTask.run(KeepAlive.java:296)
Jan 27, 2014 9:49:44 AM  STDERR: 	at 
java.util.concurrent.Executors$RunnableAdapter.call(Executors.java:471)
Jan 27, 2014 9:49:44 AM  STDERR: 	at 
java.util.concurrent.FutureTask$Sync.innerRunAndReset(FutureTask.java:351)
Jan 27, 2014 9:49:44 AM  STDERR: 	at 
java.util.concurrent.FutureTask.runAndReset(FutureTask.java:178)
Jan 27, 2014 9:49:44 AM  STDERR: 	at 
java.util.concurrent.ScheduledThreadPoolExecutor$ScheduledFutureTask.access$301(
ScheduledThreadPoolExecutor.java:178)
Jan 27, 2014 9:49:44 AM  STDERR: 	at 
java.util.concurrent.ScheduledThreadPoolExecutor$ScheduledFutureTask.run(Schedul
edThreadPoolExecutor.java:293)
Jan 27, 2014 9:49:44 AM  STDERR: 	at 
java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1145)
Jan 27, 2014 9:49:44 AM  STDERR: 	at 
java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:615)
Jan 27, 2014 9:49:44 AM  STDERR: 	at java.lang.Thread.run(Thread.java:724)


scm-server-0.log

2014-01-27 09:48:54.489 THREAD 68 FINE: AdminAuthenticator: Checking if SSO or 
not
2014-01-27 09:48:54.489 THREAD 68 FINE: AdminAuthenticator: SEPM login not 
completed; continuing with other login mechanisms.
2014-01-27 09:48:54.629 THREAD 68 FINE: Domain already exists. login count = 9
2014-01-27 09:48:54.629 THREAD 68 FINE: Domain already exists. new count = 10
2014-01-27 09:48:54.629 THREAD 68 FINE: admin already exists. login count = 3
2014-01-27 09:48:54.629 THREAD 68 FINE: Admin already exists. new count = 4
2014-01-27 09:48:54.629 THREAD 68 FINE: Requestmanager->login domain count 
{D762D5B44036884D014185ACA70DE5E6=10}
2014-01-27 09:48:54.629 THREAD 68 FINE: Requestmanager->login : admin state 
domain count {E70EA7F94036884D01FD93DD2DD31596=1, 
72EBAEC94036884E0180414703BC8689=1, 9335BF7A4036884E0146B1D9FB3876E7=1, 
4F3096C54036884E00B10BCAAB95F9AE=1, 4A4769A04036884E009C6CE52C7F5FD5=1, 
1B25E8124036884D01424EB70A8AACCF=1, AF3C39A10A320801000000DBF200C60A=4}
2014-01-27 09:48:54.629 THREAD 68 FINE: Top level object ids = 
[D762D5B44036884D014185ACA70DE5E6, E70EA7F94036884D01FD93DD2DD31596, 
72EBAEC94036884E0180414703BC8689, 9335BF7A4036884E0146B1D9FB3876E7, 
4F3096C54036884E00B10BCAAB95F9AE, 4A4769A04036884E009C6CE52C7F5FD5, 
1B25E8124036884D01424EB70A8AACCF, AF3C39A10A320801000000DBF200C60A]
2014-01-27 09:48:54.676 THREAD 68 INFO: ConsoleServlet>>> HTTP 
Session[5906B4BF9F6202B6A1B14EDF142B4620] was invalidated, sent session time out 
response.
2014-01-27 09:49:44.214 THREAD 66 INFO: ConsoleServlet>>> HTTP 
Session[5906B4BF9F6202B6A1B14EDF142B4620] was invalidated, sent session time out 
response.


 

Cause

The SEPM uses a listener "ConsoleSessionListener" to handle and verify session status.  This listener is configured in the SEPM web.xml file located here: 
C:\Program Files (x86)\Symantec\Symantec Endpoint Protection Manager\tomcat\webapps\ROOT\WEB-INF

In this instance, the Web.xml file was missing
<listener>   
	  <listener-class>
                com.sygate.scm.server.servlet.ConsoleSessionListener
          </listener-class>   
</listener> 

Resolution

To resolve:

1. Stop SEPM Services

2. Add the following to the web.xml

<listener>   
	  <listener-class>
                com.sygate.scm.server.servlet.ConsoleSessionListener
          </listener-class>   
</listener> 

3.  Start SEPM services back up.

4.  Login to SEPM.


Applies To

Symantec Endpoint Protection 12.1