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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:  9/11/2019

Environment

McAfee ePolicy Orchestrator (ePO) 5.x

Problem

When trying 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

Cpcwiz.log record an error similar to the following:
 
Skipping content download
Using default content file
Server URL: https://<server_name>:8443/
Server object: /remote/ext.list
Server login: admin
HTTP status code: 403
Server URL: https:/<server_name>:8443/
Server object: remote/ext.list.do
Server login: admin
HTTP status code: 403
Failed both attempts at loading product list
Skipping display of product list
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.

Possible causes are:
  • Local proxy
  • Firewall
  • Anything else that blocks communication to that port or address.
You might not see that the same failures occur when trying to access the local application server URL manually.

Solution

The two most common causes of this, are Proxy issues:

Solution for Issue 1 - The internet options on the ePO server are not configured to bypass proxy settings for local addresses.
 
Configure the internet options to bypass proxy settings for local addresses.

Navigate to Control Panel, Internet Options, Connections, LAN Settings, Bypass proxy server for local addresses.

 
Solution for Issue 2 - The WinHTTP proxy settings are not set to bypass local addresses.

To verify, run the following command on the ePO server:
 
netsh winhttp show proxy

This command typically display results similar to the following:
 
Proxy Server: serverproxy.com:8080

    Bypass List:  (none)
 
If local addresses are bypassed, the results are similar to the following:
 
Proxy Servers: 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 continue. 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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