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Have you entered any special characters into your text file?
An unexpected error could come from any number of causes. The best way to get a better idea is to look at the logs (or send the logs into support).
The ST.Protect.firstname.lastname@example.org will probably contain the error detail for an unexpected error such as this.
Check and see if you have a file like this: "C:\ProgramData\LANDesk\Shavlik Protect\Console\ST.CustomPatch.config"
If yes, try renaming it from .config to .old. Sometimes this file can become corrupted causing an issue like the one you are seeing here.
If you are using custom xml files, this will break the connection between protect and the xml once renamed, but it will allow us to identify if it is the cause. If renaming it fixes the issue, you can then go reimport your custom xml again.
I renamed the config file and the scan was successful. I am going to have my customer test as well. Thank you!