Error: "Internal Error" when accessing Endpoint Protection Manager web console

Products

• Endpoint Protection

Issue/Introduction

• You are attempting to log into the Symantec Endpoint Protection Manager (SEPM) web console.
  • After showing "Initializing, Please Wait..." you receive an error.
• This may occur after upgrading your SEPM to version 14.2.

An error occurs when trying to log into the SEPM: "Internal Error. The request resulted in an internal error."

Environment

• Symantec Endpoint Protection Manager 14.2
• Microsoft Windows Server

Cause

Excessive connections to the server in either TIME_WAIT, FIN_WAIT, or FIN_WAIT_2 status.

Resolution

Adjust the heartbeat interval

The simplest way to reduce server load is to either switch PUSH communication mode to PULL or increase the length of the heartbeat cycle (the length of time clients wait before checking in with the SEPM). For instructions on configuring push and pull modes, please see Updating policies and content on the client using push mode or pull mode.

Increase the Apache ConnectionsToQueuePerChild setting

Note: httpd.conf file is located in the :\Program Files (x86)\Symantec\Symantec Endpoint Protection Manager\apache\conf directory.

Edit the httpd.conf file, increasing the value for "ConnectionsToQueuePerChild" from '500' to '3000'. Restart the Symantec Endpoint Protection Launcher service and Symantec Endpoint Protection Manager Web service after making these changes.

Decrease the TcpTimedWaitDelay registry value

Before proceeding, make a backup of your registry, then add or reduce the following values:

• Registry Value: TcpTimedWaitDelay
• Registry Key: HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\Tcpip\Parameters
• Value Type: REG_DWORD
• Data: 30 (decimal)

• Registry Value: MaxUserPort
• Registry Key: HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\Tcpip\Parameters
• Value Type: REG_DWORD
• Data: 65534 (decimal)

You will need to reboot your server after changing these values.

Throttle the agent registration

Note: conf.properties file is located in the :\Program Files (x86)\Symantec\Symantec Endpoint Protection Manager\tomcat\etc directory.

Add the following 3 parameters in the conf.properties file:

• scm.agentregistration.throttle.low=5;
• scm.agentregistration.throttle.high=10;
• scm.agentregistration.throttle.leak=100;

Reduce the objects cache

Add the line scm.cache.threshold=600 to conf.properties.