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Failed to load the list of installed products for your ePO installation (ePolicy Orchestrator upgrade fails)
Technical Articles ID:   KB85017
Last Modified:  7/10/2018

Environment

McAfee ePolicy Orchestrator (ePO) 5.x

Problem

When attempting to upgrade ePO, you see the following error:
 
Failed to load the list of installed products for your ePO installation.  Please check the admin name and password and try again
 
In the cpcwiz.log you will see an error similar to the following:
 
6/19/2015 0:53:28          Skipping content download
6/19/2015 0:53:28          Using default content file
6/19/2015 0:53:28          Server URL:    https://<server_name>:8443/
6/19/2015 0:53:28          Server object: /remote/ext.list
6/19/2015 0:53:28          Server login:  admin
6/19/2015 0:53:28          HTTP status code: 403
6/19/2015 0:53:28          Server URL:    https://<server_name>:8443/
6/19/2015 0:53:28          Server object: /remote/ext.list.do
6/19/2015 0:53:28          Server login:  admin
6/19/2015 0:53:28          HTTP status code: 403
6/19/2015 0:53:28          Failed both attempts at loading product list
6/19/2015 0:53:28          Skipping display of product list
6/19/2015 0:56:10          Final wizard result: 2

Cause

This failure occurs when the ePO installer is blocked from accessing the local application server: https://<server_name>:8443/remote/ext.list.do.

This could be caused by a local proxy, a firewall, or anything else that blocks communication to that port or address. You may not see the same failure occur when attempting to access the local application server URL manually.

Solution

These are the two most common causes of this issue:
  • The Internet options on the ePO server are not configured to bypass proxy settings for local addresses. (This setting is located at Control Panel, Internet Options, Connections, LAN Settings, Bypass proxy server for local addresses.)
     
  • The WinHTTP proxy settings are not set to bypass local addresses. Check this by running the following command on the ePO server:
     
    netsh winhttp show proxy
     
    This command will typically display results similar to the following:
     
    Proxy Server(s) : serverproxy.com:8080

        Bypass List     :  (none)
     
    If local addresses are bypassed, the results will be similar to the following:
     
    Proxy Server(s) : serverproxy.com:8080

        Bypass List     :  <local>


    To add a local bypass to the proxy settings you can use the following as an example: netsh winhttp set proxy "Proxy Name:port used" "<local>"

    NOTE: The important part of this command is the presence of <local>, which adds in the bypass allowing the ePO installer to proceed. For example:

    netsh winhttp set proxy "epo-server.textdomain.com:8088" "<local>"

For more information about bypassing local addresses, see the following Microsoft article:

https://technet.microsoft.com/en-us/library/cc731131%28WS.10%29.aspx#BKMK_5

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