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Symantec Endpoint Encryption Help Desk Web Console Showing Blank Page, Generic Titles, HTTP Error or login images are missing

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Article ID: 174615

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Updated On:

Products

Endpoint Encryption Desktop Email Encryption Drive Encryption Encryption Management Server File Share Encryption Gateway Email Encryption PGP Command Line PGP Key Management Server PGP Key Mgmt Client Access and CLI API PGP SDK

Issue/Introduction

This article will go over scenarios if the Symantec Endpoint Encryption (SEE) Web Console shows a blank page, titles are not showing properly, some images are missing, or displays HTTP Error 404.7 - Not Found when trying to access the website using a web browser.

 

 

For information on the new SEE 11.4 Dashboard and Web Console, see the following article, including the new OAuth functionality:

240649 - Symantec Endpoint Encryption 11.4 Dashboard and Reports

240321 - OAuth Communications with Symantec Endpoint Encryption 11.4 and above

 

TIP: For general troubleshooting with SEE Communication and SEE Client Creation issues, see the following article: 

https://knowledge.broadcom.com/external/article?articleId=155127 

 

Scenario 1: Blank Page

 

Scenario 2: Error Page

HTTP Error 404.7 - Not Found: The request filtering module is configured to deny the file extension.

Module: RequestFilteringModule

Notification: BeginRequest

Handler: ExtensionlessUrlHandler-Integrated-4.0

Physical Path: C:\Program Files (x86)\Symantec\Symantec Endpoint Encryption Management Server\CommunicationWS\WebConsole

 

Scenario 3: Images not loading properly on Login page or other pages

Scenario 4: Web Console Titles are showing as Generic instead of the true names

 

Cause

The Internet Information Services (IIS) Manager is set to disallow required file name extensions for the Symantec Endpoint Encryption Services website or Some of the Requirements were not installed.

Resolution

There are 3 solutions to this problem. The first 2 methods require the user perform the following steps:

  1. On the Symantec Endpoint Encryption Management Server (SEEMS), open the Internet Information Services (IIS) Manager
  2. In the "Connections" pane on the left, click the arrows to navigate to the following location Server Name > Sites > Symantec Endpoint Encryption Services > WebConsole
  3. Ensure WebConsole is highlighted in the left pane
  4. Double click on Request Filtering in the middle pane



The following steps are specific to each method.

 

 

 

Method 1: Allow unlisted File name extensions

  1. Click Edit Feature Settings... in the right pane
  2. Check Allow unlisted file name extensions
  3. Click OK

 

 



Method 2: Request Filtering for File Name Extensions

  1. Ensure you are on the Request Filtering screen and are on the File Name Extensions tab
  2. Right click in the white space within the File Name Extensions page



     
  3. Select Allow File Name Extensions...
  4. In the dialog box that appears, enter a single period




     
  5. Click OK
  6. Repeat steps 2-5, replacing the period with .asmx




     
  7. Repeat steps 2-5, replacing the period with .css
  8. Repeat steps 2-5, replacing the period with .html
  9. Repeat steps 2-5, replacing the period with .js
  10. Repeat steps 2-5, replacing the period with .json
  11. Repeat steps 2-5, replacing the period with .map
  12. Ensure the File Name Extensions tab includes all of the rules from the previous steps.

 

 

 

Method 3: Add Static Content to IIS

    Make sure Static Content , under Web Server (IIS) is installed on the Server Roles.

 

 

 

After completing one of the above methods above, refresh the WebConsole page on the web browser to see the functioning website.
 

 

 

Method 4: Add .json and .svg to the appropriate SEE Management Server websites

In addition to the above, you may need to add ".json", which will handle the titles, and ".svg", which will handle the images:

Step 1 of 2: In IIS, click on the "Symantec Endpoint Encryption Services" webpage.  Then go to MIME Types and add the following entries:

Step 2 of 2: Next, go to the "WebConsole" website, and here add only the .svg entry as shown in the screenshot above. 

Note: It is not necessary to add the .json MIME type under "WebConsole".

Once these three entries have been added, the titles and the images should show up properly.

 

If you continue to have issues, please reach out to Symantec Encryption Support for further guidance. 

 

 

Additional Information

193931 - How to download Symantec Encryption products from the Broadcom download Portal (And where to find the license number for PGP)

240321 - OAuth Communications with Symantec Endpoint Encryption 11.4 and above

155127 - Symantec Endpoint Encryption Client communication and SEE Client Creation troubleshooting steps

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