The Product Catalog has not been downloaded yet

Technical Articles ID: KB74029
Last Modified: 9/3/2020

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 that the Software Manager site uses has been changed.

Normally this process is transparent to users because the new certificate is automatically downloaded and installed through Microsoft's Automatic Root Certificate Update system. For details, see the "How Windows Updates Root Certificates" section in the following Microsoft support document at: 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 SHA-2 Root : USERTrust RSA Certification Authority certificate from the following locations:
Location 1
1. Click the following link:
  https://support.sectigo.com/Com_KnowledgeDetailPage?Id=kA01N000000rfBO
2. Search for USERTrust RSA Certification Authority. Two locations are shown.
  
  Root Certificates:
  [Download] SHA-2 Root : USERTrust RSA Certification Authority
  Attachments
  SHA-2 Root USERTrust RSA Certification Authority 12/13/2019
3. Click Download.
  NOTE: You see a message stating: "No Preview Available"
4. From the page header, click Download.
5. The following file is downloaded: SHA-2 Root USERTrust RSA Certification Authority.crt

Location 2

Click the following link:

https://comodoca.my.salesforce.com/sfc/p/#1N000002Ljih/a/3l000000VZ4M/ie5Sho19m8SLjTZkH_VL8efOD1qyGFt9h5Ju1ddtbKQ

NOTE: You see a message stating: "No Preview Available"

From the top of page, click Download.
The following file is downloaded: SHA-2 Root USERTrust RSA Certification Authority.crt

The downloaded file shows the following file properties with a valid date: 01/02/2010 to 19/01/2038

Import the certificate:

Click Start, Run, type MMC and then 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 SHA-2 Root USERTrust RSA Certification Authority.crt file that was downloaded earlier, and click Open.
Click Next, and then click Next again.
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 (EOL)
ePolicy Orchestrator 5.10.x
Install/Uninstall
Known Issue/Product Defect

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Knowledge Center

The Product Catalog has not been downloaded yet

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Solution

Affected Products

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The Product Catalog has not been downloaded yet

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Affected Products

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