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Home > Success Center > Network Performance Monitor (NPM) > NPM - Knowledgebase Articles > Installer could not retrieve Product Catalog

Installer could not retrieve Product Catalog

Updated January 30, 2017

Overview

The SolarWinds Orion Installer could not retrieve a working version of Product Catalog, so was unable to confirm installed versus currently available product versions.

 

Environment

  • Network Performance Monitor (NPM)
  • Server & Application Monitor (SAM)
  • Network Configuration Manager (NCM)
  • Network Topology Mapper (NTM)
  • Firewall Security Manager (FSM)
  • IP Address Manager (IPAM)
  • VoIP & Network Quality Manager (VNQM)
  • Storage Resource Monitor (SRM)
  • Web Performance Monitor (WPM)
  • User Device Tracker (UDT)
  • Patch Manager
  • Engineer's ToolSet (ETS)

 

Cause 

Internet access might be restricted or installation file might be corrupted.

 

Resolution

Resolution when installing or upgrading the Main Server

  1. Provide internet access to this address https://downloads.solarwinds.com/

and re-run the installer

  1. Download the installer again
  2. Check if HIgh Availably procedure of disabling the poll was correctly
  3. If problems still occur, please enter a helpdesk ticket.  

Resolution when installing or upgrading scalability engines (Additional Poller, Additional Web Server, etc.)

In the case of scalability engines, there are three possible causes for the issue.

  • The Orion Installer was run on an existing scalability engine before the Main Server was updated to at least Orion Platform 2017.3 MSP3.
    Resolution: Update the Main Server to at least Orion Platform 2017.3 MSP3, and then rerun the installer on the scalability engines.
  • There is no connection between the scalability engine and the Main Server.
    Resolution: Ensure that there is a good connection between the scalability engine and the Main Server.
  • Time settings are not synced between the scalability engine and the main server. Even a couple of seconds difference prevents data from being sent between the servers. Multiple time zones are not supported.
    Resolution: Ensure time zones and clocks on each server are synchronized.
  • Restart the Administration service on the Primary poller.

 

 

 

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