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[ePO 5.9.1] Download Software Product List Failed

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New 5.9.1 ePO server fails when trying to update the Software Product List. 

 

 Started: Download Software Product List
 Started: Update Product Compatibility List Subtask
 Failed: Update Product Compatibility List Subtask (No updates to the list of compatible products occurred. Enforcement of existing list continues.)
 Downloading file D:\Program Files (x86)\McAfee\ePolicy Orchestrator\DB\licensed_products_list.xml.tmp.
 Downloading file D:\Program Files (x86)\McAfee\ePolicy Orchestrator\DB\trial_products_list.xml.tmp.
 Failed to download file D:\Program Files (x86)\McAfee\ePolicy Orchestrator\DB\trial_products_list.xml.tmp. There was a connection error: Issue with the certificate (12175).
 Failed to download file D:\Program Files (x86)\McAfee\ePolicy Orchestrator\DB\licensed_products_list.xml.tmp. There was a connection error: Issue with the certificate (12175).
 Failed to connect to the Software Catalog server.
 Completed: Download Software Product List (Failed to download the products list due to "Failed to connect to the Software Catalog server.")

 

 

The source site I am using is update.nai.com/Product/CommonUpdater

The EpoApSvr.log file reads:

Downloading file: D:\Program Files (x86)\........\DB\ProdudctCompatibilityList.xml.tmp

Connecting directly to server update.nai.com

SecureHttp.cpp(1384): Failed to send HTTP request. Error=12175 (12175)

Finished downloading file: D:\Program Files (x86)........\DB\ProdudctCompatibilityList.xml.tmp.

 

 

I understand that error 12175 has to do with certificates, I tried manually installing the root as described in KB74029 but to avail. 

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McAfee Employee
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Re: [ePO 5.9.1] Download Software Product List Failed

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Update for anyone interested - we found that the eposoftwarecatalogserver table was pointing to update.nai.com instead of epo.mcafee.com.  There is no way to find root cause of how this was incorrectly populated, but setting the correct values resolved the issue.

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McAfee Employee
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Message 2 of 8

Re: [ePO 5.9.1] Download Software Product List Failed

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Is there a proxy in your environment?  Can you go to  https://epo.mcafee.com/ProductCompatibilityList.xml in the browser?  If so, is the browser using a proxy in connection settings?  Make sure all the required ports and web sites are open in your firewall per KB66797.  If you are familiar with looking at packet captures, you can run wireshark when trying to run the download software product list task and look at where the certificate is failing.  Otherwise you can check with your network team to look at firewall/proxy logs.  If you can't find cause, we can look at a wireshark capture for you - you would need to open a ticket.

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Re: [ePO 5.9.1] Download Software Product List Failed

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No, there is no proxy in the environment. The machine can get to https://epo.mcafee.com/ProductCompatibilityList.xml from the browser. We have our 5.3.3 server up still so I ran the "Download Software Product List" on both the 5.3.3 and 5.9.1 servers with Wireshark running to compare the tasks.

 

It appears that even though they both have the same source site setting (update.nai.com/Products/CommonUpdater), the 5.3.3 server is reaching out to one IP (successfully) while the 5.9.1 server is reaching out (unsuccessfully) to another. I've been able to deduce that 5.3.3 is reaching out to epo.mcafee.com but it does not seem that the 5.9.1 server is going to the same place, even though their source sites are set the same (no other source sites listed). 

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McAfee Employee
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Message 4 of 8

Re: [ePO 5.9.1] Download Software Product List Failed

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The source sites in epo for updates have nothing to do with the software product list.  Source updates go to update.nai.com, where the product list is through epo.mcafee.com.  I am sure there is more than one site at epo.mcafee.com, so it is possible for one to use a different ip for it.  I would be interested in seeing the wireshark for the failed server.  If you have an SR open, please send me that case number in private message.

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Re: [ePO 5.9.1] Download Software Product List Failed

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My end goal is to populate the Software Manager. Right now, it shows "The product catalog has not been downloaded yet." This led me to this KB74029, which did not fix the issue. My understanding was that I needed to be able to successfully run the task "Download Software Product List" for the Software Manager to populate. 

 

Unfortunately, the way our site is set up, getting support via tickets are not possible. So this is the best I can do. 

 

To try and give you more information from the Wireshark analysis, the certificates presented are totally different between the two servers. The 5.3.3 server gets back 4 certs (notably, the 'AddTrust External CA Root' that was part of the KB74029 fix) but the 5.9.1 server gets back 2 certs (Akamai and Digicert). 

 

Any other info I can provide?

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Message 6 of 8

Re: [ePO 5.9.1] Download Software Product List Failed

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Update for anyone interested - we found that the eposoftwarecatalogserver table was pointing to update.nai.com instead of epo.mcafee.com.  There is no way to find root cause of how this was incorrectly populated, but setting the correct values resolved the issue.

Was my reply helpful?
If this information was helpful in any way or answered your question, will you please select Accept as Solution in my reply and together we can help other members?

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Message 7 of 8

Re: [ePO 5.9.1] Download Software Product List Failed

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Where in the ePO are these settings?

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Message 8 of 8

Re: [ePO 5.9.1] Download Software Product List Failed

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That is a setting in the database and would only need changed if your download software product list is not going to epo.mcafee.com.  There are other reasons for the failure, so you would first look at the epoapsvr.log to see what the exact failure is.

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