Endpoint Protection

Hi,

we are getting an internal error when trying to log in to SEPM web console. It does not matter if you try to log in remotely or locally from the SEPM.

The error is just "Internal Error - The request resulted in an internal error."

This has started just recently and what makes it interesting is that on some SEPMs you can log in but in the others with exact same configuration you cannot.

Have any of you guys seen this lately? Also, I know how to google so I have been trying all the tricks that was suggested in the past but without any success.

Anything in the scm-server-0.log file?

Did running SymDiag on it show any issues?

Theres nothing happening in the scm-server-0.log when trying to open the console.. However in the ajaxswing.log is a following event at the correct time:

2017/01/23 16:00:46:050 : http-apr-8443-exec-3 : [com.creamtec.ajaxswing.ServletHelper] Failed to process a request for session = org.apache.catalina.session.StandardSessionFacade@250fefda (Exception java.lang.NullPointerException)
java.lang.NullPointerException

at com.creamtec.ajaxswing.core.JVMFactory.findFreeJVM(JVMFactory.java:91)
    at com.creamtec.ajaxswing.core.JVMFactory.getAvailableJVM(JVMFactory.java:59)
    at com.creamtec.ajaxswing.core.ClientAgentFactory.createNewAgent(ClientAgentFactory.java:248)
    at com.creamtec.ajaxswing.ServletHelper.getClientAgent(ServletHelper.java:965)
    at com.creamtec.ajaxswing.ServletHelper.processHttpRequest(ServletHelper.java:243)
    at com.creamtec.ajaxswing.AjaxSwingRouter.doPost(AjaxSwingRouter.java:141)
    at javax.servlet.http.HttpServlet.service(HttpServlet.java:650)
    at com.creamtec.ajaxswing.AjaxSwingRouter.service(AjaxSwingRouter.java:106)
    at javax.servlet.http.HttpServlet.service(HttpServlet.java:731)
    at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:303)
    at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:208)
    at com.sygate.scm.pool.HttpResponseFilters.doFilter(HttpResponseFilters.java:79)
    at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:241)
    at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:208)
    at com.sygate.scm.pool.SSOFilter.doFilter(SSOFilter.java:43)

(list goes on...)

*******************

Seems like something is not allowing the execution of javascript files needed to open the web console...

I doubt if this could be issue with disabling java scripts in IE,

Have you reset the IE to low security and check it that opens fine?

Ok,

we have found the cure for this. The current SEPM default heap size values may cause issues in the web console in large environments. There was some articles about this but they didn't have the correct values in them.

Adjust the highlited values in setEnv.bat file (located by default at):

X:\Program Files\Symantec\Symantec Endpoint Protection Manager\tomcat\webapps\ajaxswing\WEB-INF\ajaxswing\bin\setEnv.bat

set JAVA_OPTS=%JAVA_OPTS% -Xbootclasspath/p:"%CATALINA_HOME%\bin\asboot.jar" -XX:MaxPermSize=512m -XX:MinHeapFreeRatio=30 -XX:MaxHeapFreeRatio=40 -Xms64m -Xmx256m -Dajaxswing.home="%AJAXSWING_HOME%" -Dcatalina.home="%CATALINA_HOME%"  

After that, restart the services and you're all done.

Cheers...