The Product Catalog has not been downloaded yet (when accessing the ePolicy Orchestrator Software Catalog)

Technical Articles ID: KB74029
Last Modified: 7/23/2019

Environment

McAfee ePolicy Orchestrator (ePO) 5.x

Problem

When you access the Software Manager in ePO, the console displays the following error message:

ERROR: The Product Catalog has not been downloaded yet

Problem

When you run the default Download Software Product List server task, the server task log reports the following failure:

ERROR: Failed to download file C:\Progra~1\McAfee\EPOLIC~1\DB\licensed_products_list.xml.tmp. There was a connection error: Issue with the certificate (12175)

Cause

The certificate used by the Software Manager site has been changed.

Normally this process is transparent to users, because the new certificate is automatically downloaded and installed via Microsoft's Automatic Root Certificate Update system. (For details, see the "How Windows Updates Root Certificates" section in the following Microsoft support document: http://support.microsoft.com/kb/931125)

The certificate is not downloaded and installed when either:

The process fails
Or
Automatic root certificate updating is disabled

Solution

To resolve this issue, manually install the certificate in the computer account on the ePO server.

Prerequisite:
Download the AddTrustExternalCARoot certificate from the following location, and save it to a temporary location:
https://support.comodo.com/index.php?/Default/Knowledgebase/Article/View/853/74/addtrustexternalcaroot

Import the certificate:

Click Start, Run, type MMC and click OK.
Click File, Add/Remove Snap-in.
Click Add in the Standalone tab.
Select the Certificates snap-in and click Add.
Select Computer account and click Next.
Click Finish.
Click Close in the Add Standalone Snap-in window.
Click OK in the Add/Remove Snap-in window.
Expand Certificates(Local Computer), Trusted Root Certification Authorities.
Right-click Certificates and click All Tasks, Import.
Click Next.
Browse to the AddTrustExternalCARoot.crt file that was downloaded earlier and click Open.
Click Next.
Click Next.
Click Finish. A dialog window displays stating that the import was successful.
Click OK.

Run the Download Software Product List task:

Log on to the ePO console.
Click Menu, Automation, Server Tasks.
Locate the Download Software Product List task and click Run under the Actions column.
Review the Server Task Log and make sure that the task runs successfully.

Affected Products

ePolicy Orchestrator 5.9
ePolicy Orchestrator 5.10.x
Install/Uninstall
Known Issue/Product Defect

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The Product Catalog has not been downloaded yet (when accessing the ePolicy Orchestrator Software Catalog)

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Affected Products

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The Product Catalog has not been downloaded yet (when accessing the ePolicy Orchestrator Software Catalog)

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Affected Products

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