Could not download product information

Hello,

I'm still new in Solarwinds and has been assigned a task to update/upgrade my Solarwinds deployment from version 2020.2.4 to 2020.2.6
While checking in My Orion Deployment --> Updates & Evaluations --> Upgrade or Eval now, the page shows the error below



Can anyone highlight me on how to resolve this issue?

Thanks in advance

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  • Thanks for the logs file location. It seems that the error is on the "Authenticode verification" as log below
    Any idea?


    2021-09-15 04:44:42,459 [231] INFO (null) SolarWinds.Administration.DataProviders.WebApi.WebApiCommunicationHandler - align global date time: '9/15/2021 3:00:00 AM' -> '9/15/2021 8:44:42 AM'
    2021-09-15 04:44:42,459 [231] INFO (null) SolarWinds.Administration.DataProviders.VersionData.VersionDataProvider - VersionData: [SchemaVersion: 2, DataVersion: 791279, FalconVersion: 2020.2.6.50059, FalconUrl: https://downloads.solarwinds.com/solarwinds/CatalogResources/Falcon/2020.2.6/2020.2.6.50059/SolarWinds.Orion.Installer.exe, FalconChecksum: 6E00AB5B083A0963EC00E527BE0E470E1E08DEF5F17DEA8D25B6C71A08866572]
    2021-09-15 04:44:42,459 [231] INFO (null) SolarWinds.Administration.DataProviders.WebApi.WebApiBasedProductCatalogProvider - Downloading product catalog model from downloads.solarwinds.com/.../catalog.json.zip
    2021-09-15 04:44:42,505 [231] INFO (null) SolarWinds.Administration.DataProviders.WebApi.WebApiCommunicationHandler - retain global date time: '9/15/2021 8:44:42 AM'
    2021-09-15 04:44:42,959 [231] DEBUG (null) SolarWinds.ReleaseManagement.Model.Security.AuthentiCodeService - Verify Signature "C:\WINDOWS\TEMP\SolarWinds\SWA\e34x13dg.5ze.psd1" Authenticode ...
    2021-09-15 04:44:42,974 [231] DEBUG (null) SolarWinds.Administration.ActiveDiagnosticsService.ActiveDiagnosticsServiceManager - ADS: CreateTemp: C:\WINDOWS\TEMP\5a5r55u1.eml
    2021-09-15 04:44:43,021 [231] INFO (null) SolarWinds.ReleaseManagement.Model.Security.AuthentiCodeService - Verify Signature "C:\WINDOWS\TEMP\SolarWinds\SWA\e34x13dg.5ze.psd1": UnknownError. {
    Path: "C:\WINDOWS\TEMP\SolarWinds\SWA\e34x13dg.5ze.psd1",
    Status: UnknownError,
    StatusMessage: "A certificate chain processed, but terminated in a root certificate which is not trusted by the trust provider",
    SignerCertificate: { Subject: "CN="Solarwinds Worldwide, LLC", O="Solarwinds Worldwide, LLC", L=Austin, S=Texas, C=US, SERIALNUMBER=4069736, OID.1.3.6.1.4.1.311.60.2.1.2=Delaware, OID.1.3.6.1.4.1.311.60.2.1.3=US, OID.2.5.4.15=Private Organization", Thumbprint: "F2574AE7B666A96EBD7074893C63E8110E7FB5E6", NotBefore: "2021-06-12T20:00:00", NotAfter: "2022-06-22T19:59:59" },
    TimeStamperCertificate: { Subject: "CN=DigiCert Timestamp 2021, O="DigiCert, Inc.", C=US", Thumbprint: "E1D782A8E191BEEF6BCA1691B5AAB494A6249BF3", NotBefore: "2020-12-31T19:00:00", NotAfter: "2031-01-05T19:00:00" }
    }
    2021-09-15 04:44:43,021 [231] ERROR (null) SolarWinds.ReleaseManagement.Model.Security.AuthentiCodeService - Verify Signature "C:\WINDOWS\TEMP\SolarWinds\SWA\e34x13dg.5ze.psd1": Authenticode verification UnknownError.
    2021-09-15 04:44:43,021 [231] ERROR (null) SolarWinds.Administration.DataProviders.VersionData.VersionDataProvider - Unable to get latest SWA version from catalog
    System.InvalidOperationException: Cannot parse product catalog model from content taken from webapi 'downloads.solarwinds.com/.../catalog.json.zip'. ---> System.Security.SecurityException: "C:\WINDOWS\TEMP\SolarWinds\SWA\e34x13dg.5ze.psd1": Authenticode verification UnknownError. ---> System.AggregateException: One or more errors occurred. ---> System.IdentityModel.Tokens.SecurityTokenException: { Subject: "CN="Solarwinds Worldwide, LLC", O="Solarwinds Worldwide, LLC", L=Austin, S=Texas, C=US, SERIALNUMBER=4069736, OID.1.3.6.1.4.1.311.60.2.1.2=Delaware, OID.1.3.6.1.4.1.311.60.2.1.3=US, OID.2.5.4.15=Private Organization", Thumbprint: "F2574AE7B666A96EBD7074893C63E8110E7FB5E6", NotBefore: "2021-06-12T20:00:00", NotAfter: "2022-06-22T19:59:59" }
    --- End of inner exception stack trace ---
    --- End of inner exception stack trace ---
    at SolarWinds.ReleaseManagement.Model.Security.AuthentiCodeService.VerifyAuthenticodeSignature(FileInfo signedFile)
    at SolarWinds.ReleaseManagement.Model.Security.AuthentiCodeService.GetDataFileContent(FileInfo signedFile)
    at SolarWinds.ReleaseManagement.Model.Security.AuthentiCodeService.GetValidSignature(String signContent)
    at SolarWinds.ReleaseManagement.Model.Security.AuthentiCodeService.ValidateJsonSignature(Stream jsonStream, String signField)
    at SolarWinds.Administration.DataProviders.WebApi.WebApiBasedProductCatalogProvider.GetValidatedJsonContent(Stream contentStream)
    at SolarWinds.Administration.DataProviders.WebApi.WebApiBasedProductCatalogProvider.ParseCatalogFromStream(Stream contentStream)
    --- End of inner exception stack trace ---
    at SolarWinds.Administration.DataProviders.WebApi.WebApiBasedProductCatalogProvider.ParseCatalogFromStream(Stream contentStream)
    at SolarWinds.Administration.DataProviders.WebApi.WebApiBasedProductCatalogProvider.GetProductCatalogModel(ProductCatalogVersion metadata)
    at SolarWinds.Administration.DataProviders.VersionData.VersionDataProvider.GetLatestSwa()
    2021-09-15 04:44:43,037 [231] WARN (null) SolarWinds.Administration.Update.SwaUpdateChecker - Error while trying to get newest PC and compare versions.
    System.InvalidOperationException: Cannot parse product catalog model from content taken from webapi 'downloads.solarwinds.com/.../catalog.json.zip'. ---> System.Security.SecurityException: "C:\WINDOWS\TEMP\SolarWinds\SWA\e34x13dg.5ze.psd1": Authenticode verification UnknownError. ---> System.AggregateException: One or more errors occurred. ---> System.IdentityModel.Tokens.SecurityTokenException: { Subject: "CN="Solarwinds Worldwide, LLC", O="Solarwinds Worldwide, LLC", L=Austin, S=Texas, C=US, SERIALNUMBER=4069736, OID.1.3.6.1.4.1.311.60.2.1.2=Delaware, OID.1.3.6.1.4.1.311.60.2.1.3=US, OID.2.5.4.15=Private Organization", Thumbprint: "F2574AE7B666A96EBD7074893C63E8110E7FB5E6", NotBefore: "2021-06-12T20:00:00", NotAfter: "2022-06-22T19:59:59" }
    --- End of inner exception stack trace ---
    --- End of inner exception stack trace ---
    at SolarWinds.ReleaseManagement.Model.Security.AuthentiCodeService.VerifyAuthenticodeSignature(FileInfo signedFile)
    at SolarWinds.ReleaseManagement.Model.Security.AuthentiCodeService.GetDataFileContent(FileInfo signedFile)
    at SolarWinds.ReleaseManagement.Model.Security.AuthentiCodeService.GetValidSignature(String signContent)
    at SolarWinds.ReleaseManagement.Model.Security.AuthentiCodeService.ValidateJsonSignature(Stream jsonStream, String signField)
    at SolarWinds.Administration.DataProviders.WebApi.WebApiBasedProductCatalogProvider.GetValidatedJsonContent(Stream contentStream)
    at SolarWinds.Administration.DataProviders.WebApi.WebApiBasedProductCatalogProvider.ParseCatalogFromStream(Stream contentStream)
    --- End of inner exception stack trace ---
    at SolarWinds.Administration.DataProviders.WebApi.WebApiBasedProductCatalogProvider.ParseCatalogFromStream(Stream contentStream)
    at SolarWinds.Administration.DataProviders.WebApi.WebApiBasedProductCatalogProvider.GetProductCatalogModel(ProductCatalogVersion metadata)
    at SolarWinds.Administration.DataProviders.VersionData.VersionDataProvider.GetLatestSwa()
    at SolarWinds.Administration.Update.SwaUpdateChecker.IsNewVersionAvailable()
    2021-09-15 04:44:43,037 [231] DEBUG (null) SolarWinds.Administration.AdminService.WCF.AdminServiceManagerService - IsSwaUpToDate called, result is True
    2021-09-15 04:44:43,287 [200] INFO (null) SolarWinds.Administration.CentralizedUpgrade.WebApi.CentralizedUpgradeApiController - Requested IsMainPollerConnectedToTheInternet
    2021-09-15 04:44:43,302 [52] DEBUG (null) SolarWinds.Administration.InstalledProducts.ServersInstalledModulesComparator - Module: DPAIM can be installed on main poller only. Skipping it.
    2021-09-15 04:44:43,302 [62] INFO (null) SolarWinds.Administration.DataProviders.WebApi.InternetConnectionChecker - Pinging product catalog endpoint downloads.solarwinds.com/.../catalog.version.json to check if internet connection exists.
    2021-09-15 04:44:43,302 [124] ERROR (null) SolarWinds.Administration.Installer.ErrorHandler.HttpResponseAdapter - Unexpected error occured.
    System.ServiceModel.FaultException`1[System.ServiceModel.ExceptionDetail]: Could not download product information. (Fault Detail is equal to An ExceptionDetail, likely created by IncludeExceptionDetailInFaults=true, whose value is:
    SolarWinds.Administration.Contract.ObjectModel.Exceptions.FailedToGetProductCatalogException: Could not download product information.
    at SolarWinds.Administration.DataProviders.CachingProductCatalogProvider.LoadCachedOrRemoteProductCatalog(ProductCatalogVersion cachedCatalogVersion, ProductCatalogVersion remoteCatalogVersion)
    at SolarWinds.Administration.DataProviders.CachingProductCatalogProvider.DownloadProductCatalogFromSource()
    at SolarWinds.Administration.DataProviders.CachingProductCatalogProvider.RetrieveProductCatalog()
    at SolarWinds.Administration.DataProviders.CachingProductCatalogProvider.GetProductCatalogModel()
    at SolarWinds.Administration.DataProviders.ProductCatalogProviderWithJsonAccessWrapper.GetProductCatalogModel()
    at SolarWinds.Administration.DataProviders.AdministrationServiceProductCatalogProvider.GetProductCatalogModel()
    at SolarWinds.Administration.SystemInfoCollecto...).
    2021-09-15 04:44:43,334 [62] INFO (null) SolarWinds.Administration.DataProviders.WebApi.WebApiCommunicationHandler - align global date time: '9/15/2021 8:44:42 AM' -> '9/15/2021 8:44:43 AM'

  • Thanks for the location.
    I believed the issue is on this part from the AdministrationService.log file
    Any idea what else to check?

    2021-09-15 04:44:42,459 [231] INFO  (null) SolarWinds.Administration.DataProviders.WebApi.WebApiCommunicationHandler - align global date time: '9/15/2021 3:00:00 AM' -> '9/15/2021 8:44:42 AM'
    2021-09-15 04:44:42,459 [231] INFO  (null) SolarWinds.Administration.DataProviders.VersionData.VersionDataProvider - VersionData: [SchemaVersion: 2, DataVersion: 791279, FalconVersion: 2020.2.6.50059, FalconUrl: https://downloads.solarwinds.com/solarwinds/CatalogResources/Falcon/2020.2.6/2020.2.6.50059/SolarWinds.Orion.Installer.exe, FalconChecksum: 6E00AB5B083A0963EC00E527BE0E470E1E08DEF5F17DEA8D25B6C71A08866572]
    2021-09-15 04:44:42,459 [231] INFO  (null) SolarWinds.Administration.DataProviders.WebApi.WebApiBasedProductCatalogProvider - Downloading product catalog model from https://downloads.solarwinds.com/installer/catalog.json.zip
    2021-09-15 04:44:42,505 [231] INFO  (null) SolarWinds.Administration.DataProviders.WebApi.WebApiCommunicationHandler - retain global date time: '9/15/2021 8:44:42 AM'
    2021-09-15 04:44:42,959 [231] DEBUG (null) SolarWinds.ReleaseManagement.Model.Security.AuthentiCodeService - Verify Signature "C:\WINDOWS\TEMP\SolarWinds\SWA\e34x13dg.5ze.psd1" Authenticode ...
    2021-09-15 04:44:42,974 [231] DEBUG (null) SolarWinds.Administration.ActiveDiagnosticsService.ActiveDiagnosticsServiceManager - ADS:  CreateTemp: C:\WINDOWS\TEMP\5a5r55u1.eml
    2021-09-15 04:44:43,021 [231] INFO  (null) SolarWinds.ReleaseManagement.Model.Security.AuthentiCodeService - Verify Signature "C:\WINDOWS\TEMP\SolarWinds\SWA\e34x13dg.5ze.psd1": UnknownError. {
        Path: "C:\WINDOWS\TEMP\SolarWinds\SWA\e34x13dg.5ze.psd1", 
        Status: UnknownError, 
        StatusMessage: "A certificate chain processed, but terminated in a root certificate which is not trusted by the trust provider", 
        SignerCertificate: { Subject: "CN="Solarwinds Worldwide, LLC", O="Solarwinds Worldwide, LLC", L=Austin, S=Texas, C=US, SERIALNUMBER=4069736, OID.1.3.6.1.4.1.311.60.2.1.2=Delaware, OID.1.3.6.1.4.1.311.60.2.1.3=US, OID.2.5.4.15=Private Organization", Thumbprint: "F2574AE7B666A96EBD7074893C63E8110E7FB5E6", NotBefore: "2021-06-12T20:00:00", NotAfter: "2022-06-22T19:59:59" }, 
        TimeStamperCertificate: { Subject: "CN=DigiCert Timestamp 2021, O="DigiCert, Inc.", C=US", Thumbprint: "E1D782A8E191BEEF6BCA1691B5AAB494A6249BF3", NotBefore: "2020-12-31T19:00:00", NotAfter: "2031-01-05T19:00:00" }

  • Could you capture a set of diagnostics by following the steps described here https://documentation.solarwinds.com/en/success_center/orionplatform/content/core-diagnostics-on-web.htm If you need a way to share them with me afterwards let me know.

  • The Administration Service is downloading a digitally signed PowerShell script, but the Windows list of Certificate Authorities on that machine likely hasn't been updated in a very long time. 

    A certificate chain processed, but terminated in a root certificate which is not trusted by the trust provider

    To update the list of Trusted Root Certificate Authorities on that machine it is recommended to apply any/all available WIndows Updates to that machine. Alternatively, follow the steps outlined below.  

    1. Download the latest version of root ca list [SST] from windows update on a device that has network connection

    certutil.exe -generateSSTFromWU roots.sst

     2. Copy the sst file to the offline machine and use powershell to import the root ca list. 

    $sst = ( Get-ChildItem -Path C:\certs\roots.sst )
    $sst | Import-Certificate -CertStoreLocation Cert:\LocalMachine\Root

    Once completed, the installation/upgrade should complete without this error. 

  • Thank you so much for the steps.
    Followed the steps and it the update page works fine now



    Thanks again