Software Portal doesn't load and displays generic time-out Notification Server error page

Products

• Software Management Solution
• IT Management Suite

Issue/Introduction

When users load the Software Portal, they get a generic time-out error page. When attempting to save the Software Portal Settings page in the console after un-checking the "Publish software across all trusted domains", an error occurs. 

Errors as seen in the Altiris Log Viewer on the Notification Server:

Error 1:

Severity: 1
Process: w3wp (3648)
Module: Altiris.SoftwarePortal.dll
Source: Altiris.SoftwarePortal.Resources.SoftwarePublishingUtil.GetDomainTreeMembership
Description: Failed to get domain ad.[DOMAIN] memberships

Thread was being aborted.
   [System.Threading.ThreadAbortException @ Altiris.SoftwarePortal]
   at Altiris.SoftwarePortal.Resources.SoftwarePublishingUtil.GetDomainTreeMembership(String NSFQDN, Domain domain, DirectoryEntry userDirectory, PortalConfiguration configuration, Dictionary`2& membership, Dictionary`2& analyzedInDomain, List`1& knownDomainRelations)

Exception logged from:
   at Altiris.SoftwarePortal.Resources.SoftwarePublishingUtil.GetDomainTreeMembership(String, System.DirectoryServices.ActiveDirectory.Domain, System.DirectoryServices.DirectoryEntry, Altiris.SoftwarePortal.Resources.PortalConfiguration, System.Collections.Generic.Dictionary`2[System.String,System.String]&, System.Collections.Generic.Dictionary`2[System.String,System.Collections.Generic.List`1[System.String]]&, System.Collections.Generic.List`1[System.String]&)

Error 2:

Severity: 1
Process: w3wp (3648)
Module: w3wp.exe
Source: WebApplication
Description: HTTP Request failed:
 /Altiris/SoftwarePortal/UserPortal/Home.aspx
Request timed out.
   [System.Web.HttpException @ ]
Exception logged from:
   at Altiris.NS.UI.AltirisWebApplication.ReportApplicationError(System.Web.HttpContext)
   at Altiris.SoftwarePortal.Web.Global.Application_Error(Object, EventArgs)
   at EventHandler.Invoke(Object, EventArgs)
   at System.Web.HttpApplication.RaiseOnError()
   at System.Web.HttpApplication.RecordError(Exception)
   at System.Web.HttpApplication+PipelineStepManager.ResumeSteps(Exception)
   at System.Web.HttpApplication.BeginProcessRequestNotification(System.Web.HttpContext, AsyncCallback)
   at System.Web.HttpRuntime.ProcessRequestNotificationPrivate(System.Web.Hosting.IIS7WorkerRequest, System.Web.HttpContext)
   at System.Web.Hosting.PipelineRuntime.ProcessRequestNotificationHelper(IntPtr, IntPtr, IntPtr, Int32)
   at System.Web.Hosting.PipelineRuntime.ProcessRequestNotification(IntPtr, IntPtr, IntPtr, Int32)
   at System.Web.Hosting.UnsafeIISMethods.MgdIndicateCompletion(IntPtr, System.Web.RequestNotificationStatus&)
   at System.Web.Hosting.UnsafeIISMethods.MgdIndicateCompletion(IntPtr, System.Web.RequestNotificationStatus&)
   at System.Web.Hosting.PipelineRuntime.ProcessRequestNotificationHelper(IntPtr, IntPtr, IntPtr, Int32)
   at System.Web.Hosting.PipelineRuntime.ProcessRequestNotification(IntPtr, IntPtr, IntPtr, Int32)

When following KB articles the errors continue:

In a Trusted Domain Environment the Software Portal does not work properly in Software Management

Unable to publish software to a user in a remote domain if using the registry setting "includeDomainList" as specified in KB 154374

Environment

ITMS 8.x

Software Management Solution 8.x

Cause

The Software Portal Settings page is corrupt.

Resolution

In the Symantec Management Platform Console, navigate to Settings > All Settings > Software > Software Portal Settings >Software Portal Settings. Right-click the item Software Portal Settings (not the folder) in the left tree and select Export. Save the export to the desktop and edit it. Inside the file, Search for PublishingScope, and change this to InsideNSDomainOnly, so that the XML code looks like this:

     <PublishingScope>InsideNSDomainOnly</PublishingScope>

Save the file, and then return to the console. In the folder labeled Software Portal Settings, right-click and select Import. Browse to the edited file and import it. Test the Software Portal to ensure that it is now functional.