When installing a Scalability Engine, the SolarWinds Platform Installer states "The communication of the main polling engine server failed. Package [Package version] from main server was not found in Product Catalog"

10/19/2018 7:38 PM

11/17/2024 5:07 PM

The SolarWinds Orion Installer could not retrieve a working version of Product Catalog when installing a scalability engine.
 

ERROR (null) SolarWinds.Administration.DataProviders.CachingProductCatalogProvider - Product catalog download failed. System.ServiceModel.EndpointNotFoundException: There was no endpoint listening at net.tcp://XXXXXX Service that could accept the message. This is often caused by an incorrect address or SOAP action. See InnerException, if present, for more details.
ERROR (null) SolarWinds.Administration.DataProviders.CachingProductCatalogProvider - Cannot retrieve Product Catalog from any source
ERROR (null) SolarWinds.Administration.Installer.ErrorHandler.HttpResponseAdapter - Unexpected error occured.
SolarWinds.Administration.Contract.ObjectModel.Exceptions.FailedToGetProductCatalogException: Could not download product information.

Another error to see in the AdministrationService.log
Unable to retrieve product catalog from DB. The credentials supplied to the package were not recognized

Please check the following SolarWinds logs:

The log file is located in C:\ProgramData\SolarWinds\logs\Orion\Administrationservice.

Additionally on the Orion server you are doing the install:
Check the following logs:

C:\ProgramData\Solarwinds\Logs\Installer\OrionInstaller.BootStrapper
C:\ProgramData\Solarwinds\Logs\Installer\<install log folder>\AdministrationService.Client
C:\ProgramData\Solarwinds\Logs\Installer\<install log folder>\*.log

Orion Platform

This error occurs when one of the following conditions is true:

• Administrator Service on Main Polling Engine was upgraded to a different version.
• In the case of additional polling engines or High Availability installations, this may be due to communication issues between the Orion servers.
• A new Administration Service version was installed in preparation for the latest release in the Centralize Upgrade (Online Environment).

When installing or upgrading the main polling engine: 

1. Provide Internet access to this address: https://downloads.solarwinds.com/.
2. Download the Orion Installer from the Customer Portal once more.
3. SolarWinds High Availability make sure the HA pool is disabled
4. If problems still occur and you do not find any causes in the administation log, make sure you collect diagnostics as per this article How to gather diagnostics.

When installing or upgrading scalability engines (for example, Additional Polling Engines) 

Several scenarios cause the following error message: 

1. Administration Service was upgraded to a different version due to selecting the Centralized Upgrade option.
   • Resolution: Navigate to Add/Remove Programs, then uninstall the SolarWinds Administration Service on the main poller.  Once uninstall, navigate to C:\ProgramData\SolarWinds\Installer and run Observability-XXXX.X.X.XXXX-AdministrationService.  This will reinstall a matching Administration Service version. Proceed to install scalability engine.
2. Incorrect installer being used.
   • Resolution: Obtain from your SolarWinds Web Console under Settings > All Settings > Polling Engines > Download Installer Now. The Scalability Installer version should match the Solarwinds Administration Service and Core Service running on the Main polling engine.
3. There is no connection between the scalability engine and the Orion server.
   • Resolution: Ensure that there is a good connection between the scalability engine and the Main Server.
4. Time settings are not synced between the scalability engine and the Orion server. Even a few seconds difference can block data from being sent between servers. Multiple time zones are not supported.
   • Resolution: Ensure time zones and clocks on each server are synchronized.