PGP Web Email Protection Error: lang.NullPointerException for PGP Encryption Server (Symantec Encryption Management Server)

Products

• Gateway Email Encryption
• Encryption Management Server
• PGP Encryption Suite
• Desktop Email Encryption
• Drive Encryption
• Endpoint Encryption
• File Share Encryption

Issue/Introduction

Under certain circumstances the following errors can be observed in the Web Email Protection log of the PGP Encryption Server (Symantec Encryption Management Server):

.lang.NullPointerException   Tue Aug 13, 2024 at 15:33:52 +03:00  
    .lang.NullPointerException  
    .io.IOException: Broken pipe  
    Unhandled exception in Boomerang: .....: Broken pipe

EXCEPTION STACK TRACE:
org....connector.ClientAbortException: .io.IOException: Broken pipe

Environment

Reported for PGP / SEMS 10.5.1 but may also be applicable for future releases.

Cause

Many of these errors are generated potentially when a user opens a browser tab, logs into Web Email Protection then leaves the tab open and the session times out.

The user then goes back to the tab and refreshes it but the session can't be established (because the session behind the scenes) and they are taken back to the login page.

Other potential reasons for these errors might be where a complete customization WEP template is being used and it has not been updated, yet the underlying release has been upgraded.

Resolution

Unless the errors are causing actual problems during an active session they can be ignored.

If you are concerned there could be other issues, it is recommended to reach out to Symantec Encryption Support for further guidance.