Unexpected Server error when logging in to Endpoint Protection Manager

Products

• Endpoint Protection

Issue/Introduction

Unexpected Server error appears when logging in to Endpoint Protection Manager:

Examples of SEPM tomcat\logs\scm-server log entries (FINEST logging may need to be enabled to see all details):

scm-server log:

AuditUpgradeEvent failed to log upgrade:Connect to database failed Unexpected server error. PKIX path building failed: sun.security.provider.certpath.SunCertPathBuilderException: unable to find valid certification path to requested target

SCM-server-1.log:

2022-01-25 11:48:47.951 THREAD 78 WARNING: EELicenseHelper.getOverdeploymentClientCount(). Deployed count for SEP = 524
2022-01-25 11:48:47.951 THREAD 78 WARNING: EELicenseHelper.getOverdeploymentClientCount().Total licenses seats for SEP = 100

SCM-ui.err: 

Caused by: com.sygate.scm.common.communicate.CommunicationException: Failed to connect to the server.

Make sure that the server is running and your session has not timed out.
If you can reach the server but cannot log on, make sure that you provided the correct parameters.
If you are experiencing network issues, contact your system administrator. ErrorCode: 0x80020000

Environment

14.2 RU2 MP1+

Cause

● Import of the Symantec license file (.slf) in SEPM 14.2 later with all services of SEPM are running with no issues
● Improper update of certificate

Resolution

1. Create a backup copy of the file:
   C:\Program Files (x86)\Symantec\Symantec Endpoint Protection Manager\tomcat\conf\Catalina\localhost\root.xml
2. Open the root.xml file in Notepad with Administrator privileges.
3. Change  the below line:
   trustServerCertificate=true
   to:
   trustServerCertificate=false
4. Restart the SEPM services.

 

Additional Information

When asked to recreate the issue by the Support, please enable FINEST logging.