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Changing the Application ID account through Symantec Installation Manager results in "error 404" message.

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Article ID: 173521

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Updated On:

Products

IT Management Suite

Issue/Introduction

Consider the following circumstance:

• You need to change the Application ID (AppID).
• You attempt to change the account in the Symantec Installation Manager, but receive a "Critical error: 404" message.
• You are using an older version of the Symantec Installation Manager (prior to the 8.5.x version of the software).
• Services associated with Altiris fail to restart after the Symantec Installation Manager fails to change the AppID account information (username and/or password)

Checking the logs, the following types of errors were found:

1.

<event date="01/29/2019 09:08:28.8514356 -08:00" severity="1" hostName="xxxxxx" source="Symantec.Installation.Model.LicenseManager.LoadLicenses" module="SymantecInstallationManager.exe" process="SymantecInstallationManager" pid="15096" thread="6" tickCount="4069061830"><![CDATA[Unable to load licenses from NS server.
The request failed with HTTP status 404: Not Found.
   [System.Net.WebException @ System.Web.Services]
   at System.Web.Services.Protocols.SoapHttpClientProtocol.ReadResponse(SoapClientMessage message, WebResponse response, Stream responseStream, Boolean asyncCall)
   at System.Web.Services.Protocols.SoapHttpClientProtocol.Invoke(String methodName, Object[] parameters)
   at Altiris.NS.Licensing.LicensingWebServiceProxy.GetLicenseStatus()
   at Symantec.Installation.Model.LicenseManager.<LoadLicensesFromServer>d__1a.MoveNext()
   at System.Collections.Generic.List`1..ctor(IEnumerable`1 collection)
   at System.Linq.Enumerable.ToList[TSource](IEnumerable`1 source)
   at Symantec.Installation.Model.LicenseManager.LoadFromServer(Func`1 getLicXml)
   at Symantec.Installation.Model.LicenseManager.LoadLicenses()

Exception logged from:
   at Symantec.Installation.Logging.LogActivity.ReportException(Int32 severity, String strMessage, String category, Exception exception, String footer)
   at Symantec.Installation.Logging.LogActivity.ReportException(String strMessage, String category, Exception exception)
   at Symantec.Installation.Model.LicenseManager.LoadLicenses()
   at Symantec.Installation.Model.LicenseManager.RefreshLicenses(Boolean force)
   at Symantec.Installation.Context.SimApplicationContext.ProductListingManager_LoadAndUpdateProductListingCompleteEvent(Object sender, CompleteEventArgs e)
   at Symantec.Installation.Managers.ProductListingManager.LoadAndUpdateProductListings()
   at System.Threading.ExecutionContext.RunInternal(ExecutionContext executionContext, ContextCallback callback, Object state, Boolean preserveSyncCtx)
   at System.Threading.ExecutionContext.Run(ExecutionContext executionContext, ContextCallback callback, Object state, Boolean preserveSyncCtx)
   at System.Threading.ExecutionContext.Run(ExecutionContext executionContext, ContextCallback callback, Object state)
   at System.Threading.ThreadHelper.ThreadStart()


2.

<event date="01/29/2019 09:13:58.8294679 -08:00" severity="1" hostName="xxxxxx" source="Symantec.Installation.ConfigureNS.task_Completed" module="SymantecInstallationManager.exe" process="SymantecInstallationManager" pid="15096" thread="15" tickCount="4069391819"><![CDATA[ConfigureNS - task_Completed(): Configuration Task Configuring services... Failed: The request failed with HTTP status 404: Not Found.
The request failed with HTTP status 404: Not Found.
   [System.Net.WebException @ System.Web.Services]
   at System.Web.Services.Protocols.SoapHttpClientProtocol.ReadResponse(SoapClientMessage message, WebResponse response, Stream responseStream, Boolean asyncCall)
   at System.Web.Services.Protocols.SoapHttpClientProtocol.EndInvoke(IAsyncResult asyncResult)
   at Symantec.Installation.NSConfiguration.Tasks.AsyncTask.EndAsync(IAsyncResult result)

Exception logged from:
   at Symantec.Installation.Logging.LogActivity.ReportException(Int32 severity, String strMessage, String category, Exception exception, String footer)
   at Symantec.Installation.Logging.LogActivity.ReportException(String strMessage, String category, Exception exception)
   at Symantec.Installation.ConfigureNS.task_Completed(Object sender, CompletedEventArgs e)
   at Symantec.Installation.Task.OnCompleted(Exception ex)
   at System.Web.Services.Protocols.WebClientAsyncResult.Complete()
   at System.Web.Services.Protocols.WebClientProtocol.ProcessAsyncResponseStreamResult(WebClientAsyncResult client, IAsyncResult asyncResult)
   at System.Web.Services.Protocols.WebClientProtocol.ReadAsyncResponseStream(WebClientAsyncResult client)
   at System.Web.Services.Protocols.WebClientProtocol.ReadAsyncResponse(WebClientAsyncResult client)
   at System.Web.Services.Protocols.WebClientProtocol.GetResponseAsyncCallback(IAsyncResult asyncResult)
   at System.Net.LazyAsyncResult.Complete(IntPtr userToken)
   at System.Threading.ExecutionContext.RunInternal(ExecutionContext executionContext, ContextCallback callback, Object state, Boolean preserveSyncCtx)
   at System.Threading.ExecutionContext.Run(ExecutionContext executionContext, ContextCallback callback, Object state, Boolean preserveSyncCtx)
   at System.Threading.ExecutionContext.Run(ExecutionContext executionContext, ContextCallback callback, Object state)
   at System.Net.ContextAwareResult.Complete(IntPtr userToken)
   at System.Net.LazyAsyncResult.ProtectedInvokeCallback(Object result, IntPtr userToken)
   at System.Net.HttpWebRequest.ProcessResponse()
   at System.Net.HttpWebRequest.SetResponse(CoreResponseData coreResponseData)
   at System.Net.ConnectionReturnResult.SetResponses(ConnectionReturnResult returnResult)
   at System.Net.Connection.ReadComplete(Int32 bytesRead, WebExceptionStatus errorStatus)
   at System.Net.LazyAsyncResult.Complete(IntPtr userToken)
   at System.Net.ContextAwareResult.Complete(IntPtr userToken)
   at System.Net.LazyAsyncResult.ProtectedInvokeCallback(Object result, IntPtr userToken)
   at System.Net.Sockets.BaseOverlappedAsyncResult.CompletionPortCallback(UInt32 errorCode, UInt32 numBytes, NativeOverlapped* nativeOverlapped)
   at System.Threading._IOCompletionCallback.PerformIOCompletionCallback(UInt32 errorCode, UInt32 numBytes, NativeOverlapped* pOVERLAP)

]]></event>

Cause

The current cause of this is unknown. 

Resolution

When investigating the matter, a server reboot followed by an upgrade to the Symantec Installation Manager to the current version (8.5 as of the time of this initial writing) resolved the issue. 

As such, when present with an update notifcation, select Ok and let the software update.  When the update is complete, proceed to change the AppID information as outlined in the following article: 

http://support.symantec.com/en_US/article.TECH194254.html