Error: 'Internal Server Error' Endpoint Protection Manager

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Article ID: 170614

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Updated On:

Products

Endpoint Protection

Issue/Introduction

Unable to Enroll Symantec Endpoint Protection Manager (SEPM) to cloud. Getting Error- 'Internal Server Error'. The error occurs when they enter the enrollment token and hit ‘Enroll Symantec Endpoint Protection Manager’.

As per semapisrv_log we get below exception-

2017-12-06 12:18:31,472 [http-apr-8446-exec-9] ERROR c.s.s.s.c.e.h.GlobalControllerExceptionHandler - EXCEPTION:  
com.symantec.sepm.server.module.common.service.exception.IllegalStateServiceException: Symantec Endpoint Protection Manager cannot connect to the cloud portal. Check the network connection and try again.

.

.

2017-12-06 12:18:34,432 [http-apr-8446-exec-7] ERROR c.s.s.s.c.e.h.GlobalControllerExceptionHandler - EXCEPTION: usea1.r3.securitycloud.symantec.com 
java.net.UnknownHostException: usea1.r3.securitycloud.symantec.com

 

Cause

Computer is behind a proxy that does not allow the enrollment to complete.

Environment

SEPM Version: 14 and above

SEPM Server OS: Windows 2012 R2 Server, Windows 2016

Resolution

Exclude the following URLs in proxy exception list 

aws.amazon.com
ncs-spoc-int1.norton.com
usea1.r3.securitycloud.symantec.com/*
*.s3.amazonaws.com
For more information regarding exclusions refer to the following KB article 
https://support.symantec.com/en_US/article.TECH247608.html