SEE 12.5.0 HF1 client check-in fails after upgrade while check-in succeeds on SEE 11.3.0

Products

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

Issue/Introduction

The upgraded Symantec Endpoint Encryption 12.5.0 HF1 client is unable to check in to the server  while the previous version continues to function correctly.

Error: Unable to connect to the server. Check your network connection

Environment

SEEM 11.3.0, 12.5.0 HF1

Cause

Value of SEEIdentity server web.config  was NULL instead of 30

Resolution

Step 1: Update the Refresh Token Expiry Value

1. Navigate to the following directory on the SEE Management Server: C:\Program Files (x86)\Symantec\Symantec Endpoint Encryption Management Server\CommunicationWS\SEEIdentityServer

2. Locate and open the web.config file using a text editor (e.g., Notepad) with Administrator privileges.

3. Search for the following string: see: oauth:RefreshTokenExpiryPeriodDays

4. Locate the value="" attribute. If it is NULL or empty, update it to 30.

   • Corrected line: <add key="see:oauth:RefreshTokenExpiryPeriodDays" value="30" />

5. Save the changes to the file.