Web Console returns "Internal Error" after upgrading to 14.3 RU1

Products

• Endpoint Protection

Issue/Introduction

After upgrade to Symantec Endpoint Protection Manager (SEPM) 14.3 RU1 and later, unable to access SEPM Web console and Web console returns "Internal Error".

<SEPM install folder>\tomcat\logs\localhost_ajaxswing_log.<date>.log:

10-Mar-2021 13:56:57.344 WARNING [https-openssl-apr-0.0.0.0-8443-exec-5] com.symantec.sepm.ajaxswing.filter.ConsoleFilter.log Wed Mar 10 13:56:57 EST 2021: ConsoleFilter> doFilter>> Request to start a new WEB-UI instance.
10-Mar-2021 13:56:57.344 INFO [https-openssl-apr-0.0.0.0-8443-exec-5] com.symantec.sepm.ajaxswing.filter.ConsoleFilter.log Wed Mar 10 13:56:57 EST 2021: ConsoleFilter> addCertificateCookie>> Request is from remoteIP: ###.###.###.###
10-Mar-2021 13:56:57.344 INFO [https-openssl-apr-0.0.0.0-8443-exec-5] com.symantec.sepm.ajaxswing.filter.ConsoleFilter.log Wed Mar 10 13:56:57 EST 2021: ConsoleFilter> addCertificateCookie>> HTTP connection certificate is null or empty.
10-Mar-2021 13:56:57.344 SEVERE [https-openssl-apr-0.0.0.0-8443-exec-5] org.apache.catalina.core.StandardWrapperValve.invoke Servlet.service() for servlet [AppRouter] in context with path [/console] threw exception [Filter execution threw an exception] with root cause
 java.lang.NoClassDefFoundError: Could not initialize class com.sun.jna.Native
  at com.symantec.sepm.ajaxswing.filter.ConsoleFilter.getAvailableMemory(ConsoleFilter.java:335)
  at com.symantec.sepm.ajaxswing.filter.ConsoleFilter.isMemoryAvailable(ConsoleFilter.java:382)
  at com.symantec.sepm.ajaxswing.filter.ConsoleFilter.doFilter(ConsoleFilter.java:227)
  ...

Environment

SEPM 14.3 RU1 and later
MSSQL 2008/2008R2 (not embedded)

Resolution

This issue is fixed in Symantec Endpoint Protection 14.3 RU3.  For information on how to obtain the latest build of Symantec Endpoint Protection, see Download the latest version of Symantec Endpoint Protection.

To work around this issue, install Microsoft SQL Server 2012 Native Client and reboot OS.

Or do following step:

1. Go to SEPM server and STOP SEPM services, close SEPM UI if opened
2. Go to <SEPM_HOME>\tomcat\webapps\ajaxswing\WEB-INF\lib
3. Take backup on desktop for jna-4.2.2.jar and jna-platform-4.2.2.jar
4. Remove those from SEPM folder <SEPM_HOME>\tomcat\webapps\ajaxswing\WEB-INF\lib. Note: Keep latest one jna.jar and jna-platform.jar as it is 
5. START SEPM services and check web-console login.

Additional Information

ESCRT-6590, ESCRT-7387