Getting unexpected error message on Endpoint Protection Manager

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Article ID: 171694

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Updated On:

Products

Endpoint Protection

Issue/Introduction

Getting a "Unexpected server error <site name> <server name>" error message in the Symantec Endpoint Protection Manager (SEPM) on the Admin tab.

Error "Unexpected server error <site name> <server name>"

In scm-server-o logs:
 

4/17/2018 13:29 Error An unexpected exception has occurred Unexpected server error. Unexpected server error. Unexpected server error. "java.net.ConnectException: Connection refused: connect at java.net.DualStackPlainSocketImpl.connect0(Native Method) at java.net.DualStackPlainSocketImpl.socketConnect(DualStackPlainSocketImpl.java:79) at java.net.AbstractPlainSocketImpl.doConnect(AbstractPlainSocketImpl.java:350) at java.net.AbstractPlainSocketImpl.connectToAddress(AbstractPlainSocketImpl.java:206) at java.net.AbstractPlainSocketImpl.connect(AbstractPlainSocketImpl.java:188) at java.net.PlainSocketImpl.connect(PlainSocketImpl.java:172) at java.net.SocksSocketImpl.connect(SocksSocketImpl.java:392) at java.net.Socket.connect(Socket.java:589) at java.net.Socket.connect(Socket.java:538) at sun.net.NetworkClient.doConnect(NetworkClient.java:180) at sun.net.www.http.HttpClient.openServer(HttpClient.java:463) at sun.net.www.http.HttpClient.openServer(HttpClient.java:558) at sun.net.www.http.HttpClient.<init>(HttpClient.java:242) at sun.net.www.http.HttpClient.New(HttpClient.java:339) at sun.net.www.http.HttpClient.New(HttpClient.java:357) at sun.net.www.protocol.http.HttpURLConnection.getNewHttpClient(HttpURLConnection.java:1220) at sun.net.www.protocol.http.HttpURLConnection.plainConnect0(HttpURLConnection.java:1156) at sun.net.www.protocol.http.HttpURLConnection.plainConnect(HttpURLConnection.java:1050) at sun.net.www.protocol.http.HttpURLConnection.connect(HttpURLConnection.java:984) at sun.net.www.protocol.http.HttpURLConnection.getInputStream0(HttpURLConnection.java:1564) at sun.net.www.protocol.http.HttpURLConnection.getInputStream(HttpURLConnection.java:1492) at java.net.HttpURLConnection.getResponseCode(HttpURLConnection.java:480) at com.sygate.scm.common.communicate.Communicator.getResponse(Communicator.java:2390) at com.sygate.scm.common.communicate.Communicator.getResponse(Communicator.java:1676) at com.sygate.scm.server.task.ClientTransportInfoTask.getClientTransportInfo(ClientTransportInfoTask.java:564) at com.sygate.scm.server.task.ClientT" HBCCSPOC1 HBCCSPOC1
 
Checking the entries in scm-server-0.log at the same timestamp: 
 
2018-04-17 13:29:31.900 THREAD 1078336 SEVERE: in: com.sygate.scm.server.task.ClientTransportInfoTask
java.net.ConnectException: Connection refused: connect
at java.net.DualStackPlainSocketImpl.connect0(Native Method)
at java.net.DualStackPlainSocketImpl.socketConnect(DualStackPlainSocketImpl.java:79)
at java.net.AbstractPlainSocketImpl.doConnect(AbstractPlainSocketImpl.java:350)
at java.net.AbstractPlainSocketImpl.connectToAddress(AbstractPlainSocketImpl.java:206)
at java.net.AbstractPlainSocketImpl.connect(AbstractPlainSocketImpl.java:188)
at java.net.PlainSocketImpl.connect(PlainSocketImpl.java:172)
at java.net.SocksSocketImpl.connect(SocksSocketImpl.java:392)
at java.net.Socket.connect(Socket.java:589)
at java.net.Socket.connect(Socket.java:538)
at sun.net.NetworkClient.doConnect(NetworkClient.java:180)
at sun.net.www.http.HttpClient.openServer(HttpClient.java:463)
at sun.net.www.http.HttpClient.openServer(HttpClient.java:558)
at sun.net.www.http.HttpClient.<init>(HttpClient.java:242)
at sun.net.www.http.HttpClient.New(HttpClient.java:339)
at sun.net.www.http.HttpClient.New(HttpClient.java:357)
at sun.net.www.protocol.http.HttpURLConnection.getNewHttpClient(HttpURLConnection.java:1220)
at sun.net.www.protocol.http.HttpURLConnection.plainConnect0(HttpURLConnection.java:1156)
at sun.net.www.protocol.http.HttpURLConnection.plainConnect(HttpURLConnection.java:1050)
at sun.net.www.protocol.http.HttpURLConnection.connect(HttpURLConnection.java:984)
at sun.net.www.protocol.http.HttpURLConnection.getInputStream0(HttpURLConnection.java:1564)
at sun.net.www.protocol.http.HttpURLConnection.getInputStream(HttpURLConnection.java:1492)
at java.net.HttpURLConnection.getResponseCode(HttpURLConnection.java:480)
at com.sygate.scm.common.communicate.Communicator.getResponse(Communicator.java:2390)
at com.sygate.scm.common.communicate.Communicator.getResponse(Communicator.java:1676)
at com.sygate.scm.server.task.ClientTransportInfoTask.getClientTransportInfo(ClientTransportInfoTask.java:564)
at com.sygate.scm.server.task.ClientTransportInfoTask.execute(ClientTransportInfoTask.java:155)
at com.sygate.scm.server.task.MonitoredTimerTask.run(MonitoredTimerTask.java:41)
at java.util.TimerThread.mainLoop(Timer.java:555)
at java.util.TimerThread.run(Timer.java:505)
com.sygate.scm.common.communicate.CommunicationException: 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
at com.sygate.scm.common.communicate.Communicator.getResponse(Communicator.java:2419)
at com.sygate.scm.common.communicate.Communicator.getResponse(Communicator.java:1676)
at com.sygate.scm.server.task.ClientTransportInfoTask.getClientTransportInfo(ClientTransportInfoTask.java:564)
at com.sygate.scm.server.task.ClientTransportInfoTask.execute(ClientTransportInfoTask.java:155)
at com.sygate.scm.server.task.MonitoredTimerTask.run(MonitoredTimerTask.java:41)
at java.util.TimerThread.mainLoop(Timer.java:555)
at java.util.TimerThread.run(Timer.java:505)
com.sygate.scm.common.communicate.CommunicationException: Unexpected server error. ErrorCode: 0x10010000
at com.sygate.scm.server.task.ClientTransportInfoTask.getClientTransportInfo(ClientTransportInfoTask.java:572)
at com.sygate.scm.server.task.ClientTransportInfoTask.execute(ClientTransportInfoTask.java:155)
at com.sygate.scm.server.task.MonitoredTimerTask.run(MonitoredTimerTask.java:41)
at java.util.TimerThread.mainLoop(Timer.java:555)
at java.util.TimerThread.run(Timer.java:505)

Cause

The ClientTransportInfoTask is a query of secars to test throughput and server health. There are multiple causes for this logging. 

Environment

SEPM  Version 14 RU1 MP2
Client environment is mix of 12.1 and 14

Resolution

Increase the heartbeat for all groups to 1 hour or more.