Unsuccessful EPO upgrade 5.9.1 -> 5.10 LR4 (possibly, near KB85017)

[polezhaevdmi]

Greetings to all McAfee Community!

Failed the attempt of upgrade from actualized 5.9.1 to 5.10 LR4 (which will be, indeed, actualized to UP9 at next step). The failure message "Failed to load the list of installed products..." looks like well-known KB85017 issue, but in my case nothing restricts the access to LAN and Internet, no proxy used (for installation purposes), and the installed products list is perfectly visible in browser (look at the screenshots, please). What would You suggest to try to pass that step forward?

Additional information:

- OS is Windows Server 2016, totally actualized (no updates are pending now);

- SQL Server Express 2017 is actualized also;

- ePO 5.9.1 is preliminarily actualized as well;

- Pre-Installation Audit tool reports no incompatible products and OK for upgrade, except the attempt to get the fragmentation statistics of non-existing index (suspecting that is the hardcoded typo, look at the screenshot);

- Tried to use different Administrator's accounts (ePO has registered ones) - in vain;

- Tried to seek for similar issues - looks like mine is unique;

- Noted the browser displays the installed products page with "unsecured https" (look at the screenshot), while the https link requested. May that reflect the root of an issue?

- Server has Cyrillic locale installed, the installation loads the Cyrillic dialogs. Could that cause the problem of getting the product list?

  

[cdinet · Accepted solution]

What do you mean by no proxy for installation purposes?  Does anything show here:

netsh winhttp show proxy

Also, can you go to browser to https://epo.mcafee.com/productcompatibilitylist.xml and if so, test again with unchecking everything (all items) in proxy settings in browser and check url again.  Does it succeed or fail?

What does the epip log show for the failure?  It should show it trying to access epo.mcafee.com

[polezhaevdmi]

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@cdinet wrote:

What does the epip log show for the failure?  It should show it trying to access epo.mcafee.com

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Yes! @cdinet , You are Great! While investigating the log much accurately, we found the Installer still tries to use proxy, instead of direct connection. We synchronized the OS proxy settings with 

netsh winhttp import proxy source=ie

After that Installer passes the product check and steps forward. Done, great thanks, and sorry for the disturbance!

[cdinet]

Glad to assist and glad it is working now?