Symantec Endpoint Encryption for File Vault client (SEE FV) unable to communicate with Symantec Endoint Encryption Management Server (SEE Management Server)

Products

• Endpoint Encryption

Issue/Introduction

There is currently a known issue that Symantec Enterprise Division is currently looking into when using https communications.

Symptoms:
The issue appears to be related to the TLS communications when working with certain Certificate Authorities, however, there is nothing wrong with the CAs nor SEE File Vault that is observed.  As a result, SEE FV clients fail to check in with the server, which means the Personal Recovery Keys are not going to be uploaded to the server.

Windows clients are also working just fine via TLS communications.

 

Resolution

Symantec Enterprise Division is currently interested in obtaining more information and we recommend installing SEE 11.3.1, which will allow us to gather more logging data.  
Once SEE FV 11.3.1 has been installed, attempt to duplicate the issue by installing the client, and awaiting the client to check in.  If it does not check in, attempt to check in manually.
Then once you have duplicated the issue, run the following commands, which will generate logging data for you to send to Symantec Support:
Open the Terminal for command line access.

-Run the following commands:
log show --predicate 'subsystem == "<type of logs>"' --info --<time duration>
where the type of logs are either Daemon logs or Agent logs, and time duration is in hours or days.
For example, "1h" means logs for past 1 hour and "5d" means logs for past 5 days.

To output logs for the SEEd logging for the last hour, run the following command:
log show --predicate 'subsystem == "com.symantec.encryption.SEEd"' --info --last 1h > /tmp/SEEd.log

To output logs for the SEEAgent logging for the last hour, run the following command:
log show --predicate 'subsystem == "com.symantec.encryption.SEEAgent"' --info --last 1h > /tmp/SEEAgent.log

These will output the last hour's worth of logging, so make sure you duplicate the issue within the hour and then specify when the issue was duplicated for us to review.  Then open a new case with Symantec Support for assistance in reviewing.

We would also request you upload the SEE FV client you have been using to install on your systems so we can also test that on our end.