Getting "This page can’t be displayed" when accessing Help>Context menu

Products

IT Management Suite

Issue/Introduction

The customer is getting an error while trying to display the Context sensitive documentation for items around the SMP Console.

When she/he selects something in the Console and then go to Help>Context, it doesn’t show the documentation that usually is expected.

For example, If you go to Manage>Computers and then select "All Computers" under "Computer Views and Groups" pane, and then you click on Help>Context Menu, you should see either a link like this:

https://SMPServername.domain.com:8080/cs/ITMS8.5/ECV/Computer_View/title?locale=EN_US

or a page redirection to this link:

https://help.symantec.com/cs/ITMS8.5/ECV/Computer_View/title?locale=EN_US

and it should load a page like this:

but instead the customer is getting a message similar to this:

This page can’t be displayed

Make sure the web address http://SMPServerName.domain.com:8080 is correct.
Look for the page with your search engine.
Refresh the page in a few minutes.

In some instances, you may see NS log entries like these ones:

Entry 1:

Context Help URL '' for product 'd0e33520-c160-11d2-8612-00104b74a9df', page 'dlgInstallClient' and context 'InstallClient' is not a valid URL. This will occur if no documentation pack is installed or it contains no URL or an invalid URL for this product, page and context. Context help for this page will show the default topic.

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Date: 11/27/2018 9:01:31 AM, Tick Count: 4142206609 (47.22:36:46.6090000), Size: 595 B

Process: w3wp (8064), Thread ID: 108, Module: Altiris.CustomConsole.dll

Priority: 2, Source: Altiris.CustomConsole.ConsoleHelp.GetContextHelpUrl

Entry 2:

Context Help URL '' for product 'd0e33520-c160-11d2-8612-00104b74a9df', page 'dlgInstallClient' and context 'UNIX' is not a valid URL. This will occur if no documentation pack is installed or it contains no URL or an invalid URL for this product, page and context. Context help for this page will show the default topic.

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Date: 11/27/2018 9:01:31 AM, Tick Count: 4142206625 (47.22:36:46.6250000), Size: 586 B

Process: w3wp (8064), Thread ID: 108, Module: Altiris.CustomConsole.dll

Priority: 2, Source: Altiris.CustomConsole.ConsoleHelp.GetContextHelpUrl

Entry 3:

Context Help URL '' for product 'd0e33520-c160-11d2-8612-00104b74a9df', page 'ResourceSelectorControl' and context '' is not a valid URL. This will occur if no documentation pack is installed or it contains no URL or an invalid URL for this product, page and context. Context help for this page will show the default topic.

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Date: 11/27/2018 9:02:02 AM, Tick Count: 4142237890 (47.22:37:17.8900000), Size: 589 B

Process: w3wp (8064), Thread ID: 103, Module: Altiris.CustomConsole.dll

Priority: 2, Source: Altiris.CustomConsole.ConsoleHelp.GetContextHelpUrl

Environment

ITMS 8.0 or later

Cause

In this particular instance the required service was stopped or the associated documentation was not installed.

Resolution

Make sure the following service is running:

SymHelp 7.0.

On NS server there should be started Symhelp service which is tomcat webserver that is listening port 8080.
Port 8080 should be accessible on NS server from the local machine where console is opened. Please check firewall settings on NS and local machine.

If you see similar NS log entries as the ones mentioned in this KB even when the "SymHelp 7.0" is actually running, make sure the related documentation is installed using SIM (Symantec Installation Manager)