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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


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



  • 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)



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



Resolution when installing or upgrading the Main Server

  1. Provide internet access to this address

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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