Unexpected Server Error - 3 SEPM Tabs showing Internal Server Error (500)
Article ID: 443173
Updated On:
Products
Issue/Introduction
scm-ui-<date>.log:
...
May 1, 2026 2:39:03 PM GUIManagerReportingHelper INFO: Reporting login start...
May 1, 2026 2:39:03 PM Communicator INFO: getPostInputStreamWithProxy>> Do POST HttpURLConnection getOutputStream and write data cost seconds: 0
May 1, 2026 2:39:04 PM GUIManagerReportingHelper SEVERE: Reporting error on login!
May 1, 2026 2:39:04 PM GUIManagerReportingHelper SEVERE: Unexpected server error. ErrorCode: 0x10010000
May 1, 2026 2:39:04 PM ExceptionHandler SEVERE: Root cause of the exception: HTTP 500 Internal Server Error, URL: https://<SEPM name>:8445/Reporting/Login/sr-login.php
May 1, 2026 2:39:04 PM GUIManagerReportingHelper INFO: Reporting login done!
...
Home Tab:
Unexpected Error: Internal server error
Environment
On Prem SEPM 14.3 RU10
SQL Express 2017
Cause
This specific error indicates that the php-cgi.exe process is crashing instantly upon execution, terminating abruptly before it can generate and send any HTTP headers back to Apache. A PHP connection failure or authentication error would normally be caught by PHP and output an HTML error page or standard PHP stack trace. A crash (which results in the abrupt end of script output) on Windows is almost universally caused by a missing DLL dependency for a loaded PHP extension.
Resolution
To confirm this is a match to you issue, do the following:
a. Open command prompt as Admin and then navigate to "C:\Program Files (x86)\Symantec\Symantec Endpoint Protection Manager\Php"
b. Next, issue the following command, it's to test if the ini file can be loaded successfully:
php --ini
c. If this result returns the following message: (Unexpected results)
"PHP Warning involving vcruntime140.dll and 14.0 is not compatible with this PHP build linked with 14.29 in Unknown on line 0" then this means that some application installation in the environment may have downgraded/overwritten the vcruntime version in-use by the SEPM.
NOTE: (Expected results)
C:\Program Files (x86)\Symantec\Symantec Endpoint Protection Manager\Php>php --ini
Configuration File (php.ini) Path:
Loaded Configuration File: C:\Program Files (x86)\Symantec\Symantec Endpoint Protection Manager\Php\php.ini
Scan for additional .ini files in: (none)
Additional .ini files parsed: (none)
Assuming you have the issue above, then these steps should help update the vcruntime version to address the display issue:
1. Stop all SEPM services. (SEPM manager, Webserver, and API)
2. Back up and delete C:\Windows\SysWOW64\vcruntime140.dll.
NOTE: If the file is locked by other processes, please run Process Explorer to find out which processes use it and stop them.
3. Next, run vcredist_x84.exe from the current <SEPM version> Installation files (Ex: Symantec_Endpoint_Protection_14.3.0_RU10_Refresh_Full_Installation_EN) and verify that "vcruntime140.dll" is created again under SysWOW64.
4. Perform an SEPM / OS reboot
5. Log back into the SEPM again to confirm its now successful and that the Home, Monitors and Reports tabs are loaded successfully now.
If the issue persists, then download and install the 17.7.2 version of the Microsoft ODBC Driver for SQL Server on Windows per below, and retry the above.
NOTE:
https://techdocs.broadcom.com/us/en/symantec-security-software/endpoint-security-and-management/endpoint-protection/all/release-notes/known-issues-and-workarounds-v57045140_RN_only-d69e1296.html
After upgrading a Symantec Endpoint Protection Manager to 14.3 RU2, php-cgi.exe crashes with an error in the event viewer. [14.3 RU2]
This issue occurs with the 17.4.1.1 version of the Microsoft ODBC Driver for SQL Server in 14.3 RU2 clients.
[SEP-70385]
Additional Information
- CRE-24035
- CRE-19121
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