What causes the error: 'Failed to access the file http://www.solutionsam.com/Solutions/6_0/SolutionCenter....'

Products

• IT Management Suite

Issue/Introduction

Why the log event 'Failed to access the file http://www.solutionsam.com/Solutions/6_0/SolutionCenter....'?

Resolution

On a schedule which is configured on the NS console under Configuration - Upgrade/Install Additional Solutions - Settings tab - Solution Center update schedule which download an XML file which populates the console with the available solutions offered from Altiris, as well as, the ability to download an upgrade from the console. When the schedule runs it is erroring with:

Source:Altiris.NS.StandardItems.SolnCenterConfigSchedule.GetSolutionCenterXml
Description: File http://www.solutionsam.com/Solutions/6_0/SolutionCenter.xml did not exist for user <DOMAIN>\<APP ID>

and/or:

Failed to access the file http://www.solutionsam.com/Solutions/6_0/SolutionCenter.dtd. The remote server returned an error: (504) Gateway Timeout
Failed to access the file http://www.solutionsam.com/Solutions/6_0/SolutionCenter.xml. The remote server returned an error: (504) Gateway Timeout.
Failed to access the file http://www.solutionsam.com/Solutions/6_0/SolutionCenter_en.xml. The remote server returned an error: (500) Internal Server Error.
Failed to access the file http://www.solutionsam.com/Solutions/6_0/SolutionCenter_en-US.xml. The remote server returned an error: (500) Internal Server Error.

Possible Solutions:

• If corporate proxy servers or firewalls are in use, check that the App ID used by the Notification Server has been granted internet access and confirm this account's details have been configured on the Notification Server. This configuration is done by going to the Solution Center page in the console under Configuration - Solutions Settings - Upgrade/Install Additional Solutions.
  You will need to click on the "Other location" option and you will then be able to see the account details dialogs where you can enter the User account and Password to be used.
• Check the proxy setting under Configuration - Server Settings - Notification Server Settings - Proxy Configuration is set the proxy server in your environment requires.
• Internet Explorer maybe blocking the solutionsam website. To correct this, right click on the IE shortcut, choose Run As, use the App ID (from first message above) as credentials, paste the link from the log and when the blocked IE message box comes up choose Add.

NOTE:

By Default, the Solution Center update schedule is set to check the solutionsam website at 9:00 AM daily. As this is the default setting for all customers there is the potential that the website is under heavy load at this time, which may account for sporadic appearance of this error.

To avoid this, change your schedule to another time under Configuration - Solutions Settings - Upgrade/Install Additional Solutions - Settings tab.