Cannot connect Endpoint Encryption Management Server to Encryption Management Server

Products

• Endpoint Encryption
• Encryption Management Server
• Encryption Management Server Powered by PGP Technology

Issue/Introduction

In Endpoint Encryption SEEMS Configuration Manager, under Advanced Settings / SEMS you can enter the details of one or more Encryption Management Servers. This allows you to retrieve Whole Disk Recovery Tokens (WDRTs) from Encryption Management Server using the Endpoint Encryption Helpdesk portal.

In Encryption Management Server 3.4.2 MP5, when you click on the Test Connection button, you see this error message, even though the details are correct:

Unable to connect to the Symantec Encryption Management Server because the server is not running or the server hostname/IP is invalid 

Environment

• Symantec Endpoint Encryption 11.2.1 and above.
• Symantec Encryption Management Server 3.4.2 MP5.

Cause

The Encryption Management Server /var/tomcat/webapps/semsws/WEB-INF/web.xml file is missing one line.

Resolution

Upgrade Encryption Management Server to release 10.5 or above.

If you cannot upgrade, to resolve this issue you need to replace the /var/tomcat/webapps/semsws/WEB-INF/web.xml file. Please do the following:

1. Use WinSCP to download the file web.xml from the directory /var/tomcat/webapps/semsws/WEB-INF from Encryption Management Server.
2. Rename the web.xml file web.xml.bak. Now you have a backup of the original web.xml file.
3. Download the file 1607950624960__web.zip from this article.
4. Unzip the file. It contains the web.xml file from Encryption Management Server release 10.5.
5. Use WinSCP to upload web.xml to the directory /var/tomcat/webapps/semsws/WEB-INF on each Encryption Management Server that Endpoint Encryption is configured to connect to. Please ensure that you overwrite the existing web.xml file.

Additional Information

Jira: EPG-18639