Network Management

"The communication to the main polling engine server failed. Cannot get packages from main poller" when installing or upgrading SolarWinds Platform

You are installing or upgrading the SolarWinds Platform on a scalability engine (additional polling engine, additional web server, or HA server). The installer prematurely ends with the error "Cannot get packages from main poller".

First published date

5/18/2020 12:15 AM

Last published date

2/11/2025 12:30 AM

Overview

When you run the SolarWinds Platform installer on scalability engine, you might see the following error in the installer GUI, which ends the installation or upgrade attempt:

The communication to the main polling engine server failed. Cannot get packages from main poller.
installer-error.png

The logs might include the following:

2020-05-09 09:21:27,053 [6] ERROR (null) SolarWinds.Administration.Installer.ErrorHandler.HttpResponseAdapter - Unexpected error occured.
SolarWinds.Administration.Contract.ObjectModel.Exceptions.MainPollerConnectionFailedException: Cannot get packages from main poller ---> System.ServiceModel.ActionNotSupportedException: The message with Action 'http://xxxx.domain/IInstalledProductsProviderService/RefreshAfterInstallation' cannot be processed at the receiver, due to a ContractFilter mismatch at the EndpointDispatcher. This may be because of either a contract mismatch (mismatched Actions between sender and receiver) or a binding/security mismatch between the sender and the receiver.  Check that sender and receiver have the same contract and the same binding (including security requirements, e.g. Message, Transport, None).

For customers running 2022 who are trying to upgrade their Scalability Engine or install new one, you might see the following error in SWA logs:

2022-11-05 13:17:10,016 [11] ERROR (null) SolarWinds.Administration.SystemInfoCollector.Detectors.MainPollerPackagesDetector - Cannot get packages from main poller
System.ServiceModel.FaultException`1[System.ServiceModel.ExceptionDetail]: Sequence contains more than one matching element (Fault Detail is equal to An ExceptionDetail, likely created by IncludeExceptionDetailInFaults=true, whose value is:
System.InvalidOperationException: Sequence contains more than one matching element

Product section

Orion Platform

Cause

This can occur for the following reasons:

  1. The SolarWinds Administration Service on the main polling engine was automatically updated to the latest version, but the SolarWinds Platform is still on a previous version. When you attempt to install or upgrade a scalability engine using an installer downloaded from the SolarWinds Platform Web Console, the operation fails because the installer version does not match the updated SolarWinds Administration Service version.
  2. You are running the installer on the passive HA server before upgrading the active HA server.
  3. A centralized upgrade session in the web console was still active when the installer was launched on the scalability engine.

 

Resolution

Solution for cause 1

Do one of the following:

  • Upgrade your main polling engine to the latest version, and then proceed to install or upgrade the scalability engine using the installer downloaded from the SolarWinds Platform Web Console.

  • If you don’t want to upgrade your main polling engine yet, download the scalability engine installer for the latest version from this link, and then use it to install or upgrade the scalability engine:
    ttps://downloads.solarwinds.com/solarwinds/Observability/RTM/SolarWinds-Installer.exe

Solution for cause 2

Upgrade the Active HA server, and then run the same installer on the Passive HA server.

Solution for cause 3

  1. Close the Centralized upgrade session by clicking "Cancel" or "Finish" depending on which option you see in the SolarWinds Platform Web Console.
  2. Click Retry in the SolarWinds Platform installer on the scalability engine to proceed with the installation or upgrade.