When a user tries to access a 2-Factor Authentication (2FA) protected application via VIP Access Manager (SAM) v3.0, the initial credential registration process results in an Internal Error instead of allowing the user to register a credential.
Internal Error: The Symantec VIP Access Manager encountered an internal error and was unable to complete your request. Try again later.
The issue can occur when VIP has been configured to use Out-of-Band (OOB) distribution of security codes for first-time access to the VIP Self Service Portal.
In VIP Manager under Policies -> Components, set the VIP Self Service Portal option Require second-factor authentication for first-time access to No.
Retry the VIP (2FA) registration process.
Note: This may not work in all environments.
If disabling 2FA for first-time access is not possible due to an organization's security requirement, the issue can be resolved through a software update.
Connect to the gateway server as root and run the following:
# yum update
A reboot is recommended after applying software updates.
Note: This issue applies only to VIP Access Manager 3.0. This solution is not applicable if using VIP Login for first and second-factor authentication.