Could not download product information

It looks like your Orion server may not be able to reach outside to get the latest product catalog. You can opt to perform an offline upgrade by downloading the .iso from your customer portal. https://documentation.solarwinds.com/en/success_center/orionplatform/content/install-orionproducts.htm

Hi Tony,

Thanks for the tips.
What should i do in order to ensure that Solarwinds are able to get the latest product catalog? Do you have the link on how to configure it? or how can i resolve the issue without being performing an offline upgrade?

Thanks again

You can check if your Orion server has internet access by going to settings - > License Manager, if the address bar shows offline=true at the end it means the server is unable to reach the required URLs listed under the Core section described here thwack.solarwinds.com/.../orion-urls-for-firewall-whitelisting

Now this is interesting. All the addresses for centralized upgrades and license registrations are reachable from the server. Anything else i can check at solarwinds server side or configuration?

A good starting point for troubleshooting would be to review the log files located by default under 'C:\ProgramData\SolarWinds\Logs\Administration'

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. 

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

I have similar issue and observed same error log related to certificate. But I need to understand how to follow these steps? I have this issue on test environment where we have primary poller followed by secondary in HA, 1APE,1AWS server. I tried to run the above certutil.exe on command prompt for primary poller and it shows that certificate has been updated. I did for all but still getting same issue.

This should be related to missing the root certificate.  I ran the same commands and found it does a generic update of all root certificates (which is good in general).  Here is a KB article which specifically points to what certificate authority is being used for the current releases today.

https://support.solarwinds.com/SuccessCenter/s/article/Authenticode-verification-UnknownError-after-upgrade-to-Orion-Platform-2020-2-4?language=en_US

It does look like this certificate will expire in June 2022 so this could change in the future depending on Digicert.  We will try and keep the KB updated if it does change.

Did you do the follow-up by importing the file via PowerShell?