Unexpected Server Error (0x10010000) during log in to the Endpoint Protection Manager (SEPM)

Products

• Endpoint Protection

Issue/Introduction

You are unable to log in to the Endpoint Protection Manager (SEPM), and see an Error: Unexpected server error 0x10010000:

 

This persists after confirming your SQL and SEPM services have all started, and no errors appear in the scm-server-x.log which shows successful authentication.

Environment

• ODBC Driver 14.x or below for SQL server
• Microsoft command line utilities 14.0.x or below for SQL server

Cause

This error indicates that TLS 1.2 has begun to be enforced on the SQL server, and the SEPM does not have compatible utilities.

From the reporting.log (located by default here: %Program Files%\Symantec\Symantec Endpoint Protection Manager\Apache\Logs): 

[...]
[date:time] ERROR:warning: error at login. will retry once. error message : <b>Source:</b> Microsoft OLE DB Provider for ODBC Drivers<br/><b>Description:</b> [Microsoft][ODBC Driver 11 for SQL Server]Encryption not supported on the client.
[date:time] ERROR:fatal error at login: \rEXCEPTION block1: Error message: <b>Source:</b> Microsoft OLE DB Provider for ODBC Drivers<br/><b>Description:</b> [Microsoft][ODBC Driver 11 for SQL Server]Encryption not supported on the client.\rError code: -2147352567\rFile and line: D:\Program Files (x86)\Symantec\Symantec Endpoint Protection Manager\Php\Include\Common\ado.php(95)\r
[date:time] ERROR:could not find valid username in session

[...]

This shows the compatibility issue.

Resolution

The SQL ODBC driver, command line utilities, and/or native client will need to be upgraded to a version that supports TLS 1.2.

See the SEPM's requirements and download instructions here:

Install SQL client components for Endpoint Protection Manager (broadcom.com)

See Microsoft's documentation here: 

https://support.microsoft.com/en-us/help/3135244/kb3135244-tls-1-2-support-for-microsoft-sql-server