Unable to do a new installation. Failed: The request failed with HTTP status 401: Unauthorized.
Article ID: 187500
Updated On:
Products
Issue/Introduction
The customer is trying to do a new installation on a new server.
When SIM (Symantec Installation Manager) is doing the initial configuration, it fails:
A critical error occurred:
The request failed with HTTP status 401: Unauthorized.
Configuration failed while attempting: Pre-configuring...
The SIM logs show these entries:
Entry 1:
Configuring task 6 of 79: Pre-Configuring ...
----------------------------------------------------------------------------
-------------------------
Date: 3/25/2020 1:48:43 PM, Tick Count: 137142062 (1.14:05:42.0620000), Size: 340 B
Process: SymantecInstallationManager (15772), Thread ID: 13, Module: SymantecInstallationManager.exe
Priority: 4, Source: Symantec.Installation.Automation.Output.ReportInfo
Entry 2:
ConfigureNS - task_Completed(): Configuration Task Pre-Configuring ...
Failed: The request failed with HTTP status 401: Unauthorized.
The request failed with HTTP status 401: Unauthorized.
[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)
----------------------------------------------------------------------------
Date: 3/25/2020 1:49:25 PM, Tick Count: 137184062 (1.14:06:24.0620000), Size: 4.25 KB
Process: SymantecInstallationManager (15772), Thread ID: 10, Module: SymantecInstallationManager.exe
Priority: 1, Source: Symantec.Installation.ConfigureNS.task_Completed
While looking further at this, we found the following entries in the Security Event logs and IIS logs every time that we retry to reconfigure:
--Security log entry:
Log Name: Security
Source: Microsoft-Windows-Security-Auditing
Date: 3/25/2020 2:21:15 PM
Event ID: 4625
Task Category: Logon
Level: Information
Keywords: Audit Failure
User: N/A
Computer: SMPServer.example.com
Description:
An account failed to log on.
Subject:
Security ID: NULL SID
Account Name: -
Account Domain: -
Logon ID: 0x0
Logon Type: 3
Account For Which Logon Failed:
Security ID: NULL SID
Account Name: APP_EXAMPLE_PROD
Account Domain: one
Failure Information:
Failure Reason: An Error occured during Logon.
Status: 0xC000006D
Sub Status: 0x0
Process Information:
Caller Process ID: 0x0
Caller Process Name: -
Network Information:
Workstation Name: SMPServer
Source Network Address: 172.16.114.110
Source Port: 54563
Detailed Authentication Information:
Logon Process:
Authentication Package: NTLM
Transited Services: -
Package Name (NTLM only): -
Key Length: 0
This event is generated when a logon request fails. It is generated on the computer where access was attempted.
The Subject fields indicate the account on the local system which requested the logon. This is most commonly a service such as the Server service, or a local process such as Winlogon.exe or Services.exe.
The Logon Type field indicates the kind of logon that was requested. The most common types are 2 (interactive) and 3 (network).
The Process Information fields indicate which account and process on the system requested the logon.
The Network Information fields indicate where a remote logon request originated. Workstation name is not always available and may be left blank in some cases.
The authentication information fields provide detailed information about this specific logon request.
- Transited services indicate which intermediate services have participated in this logon request.
- Package name indicates which sub-protocol was used among the NTLM protocols.
- Key length indicates the length of the generated session key. This will be 0 if no session key was requested.
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">;
<System>
<Provider Name="Microsoft-Windows-Security-Auditing" Guid="{54849625-5478-4994-A5BA-3E3B0328C30D}" />
<EventID>4625</EventID>
<Version>0</Version>
<Level>0</Level>
<Task>12544</Task>
<Opcode>0</Opcode>
<Keywords>0x8010000000000000</Keywords>
<TimeCreated SystemTime="2020-03-25T18:21:15.497565900Z" />
<EventRecordID>48305</EventRecordID>
<Correlation ActivityID="{501E5A8B-018E-0019-8C5A-1E508E01D601}" />
<Execution ProcessID="868" ThreadID="9632" />
<Channel>Security</Channel>
<Computer>SMPServer.example.com</Computer>
<Security />
</System>
<EventData>
<Data Name="SubjectUserSid">S-1-0-0</Data>
<Data Name="SubjectUserName">-</Data>
<Data Name="SubjectDomainName">-</Data>
<Data Name="SubjectLogonId">0x0</Data>
<Data Name="TargetUserSid">S-1-0-0</Data>
<Data Name="TargetUserName">APP_EXAMPLE_PROD</Data>
<Data Name="TargetDomainName">one</Data>
<Data Name="Status">0xc000006d</Data>
<Data Name="FailureReason">%%2304</Data>
<Data Name="SubStatus">0x0</Data>
<Data Name="LogonType">3</Data>
<Data Name="LogonProcessName">
</Data>
<Data Name="AuthenticationPackageName">NTLM</Data>
<Data Name="WorkstationName">SMPServer</Data>
<Data Name="TransmittedServices">-</Data>
<Data Name="LmPackageName">-</Data>
<Data Name="KeyLength">0</Data>
<Data Name="ProcessId">0x0</Data>
<Data Name="ProcessName">-</Data>
<Data Name="IpAddress">172.16.114.110</Data>
<Data Name="IpPort">54563</Data>
</EventData>
</Event>
--IIS log entry:
#Software: Microsoft Internet Information Services 10.0
#Version: 1.0
#Date: 2020-03-25 18:21:15
#Fields: date time s-ip cs-method cs-uri-stem cs-uri-query s-port cs-username c-ip cs(User-Agent) cs(Referer) sc-status sc-substatus sc-win32-status time-taken
2020-03-25 18:21:15 172.16.205.37 POST /Altiris/NS/Services/NSConfigurationWebService.asmx - 443 - 172.16.114.110 Mozilla/4.0+(compatible;+MSIE+6.0;+MS+Web+Services+Client+Protocol+4.0.30319.42000) -
401 2 5 531
2020-03-25 18:21:15 172.16.205.37 POST /Altiris/NS/Services/NSConfigurationWebService.asmx - 443 - 172.16.114.110 Mozilla/4.0+(compatible;+MSIE+6.0;+MS+Web+Services+Client+Protocol+4.0.30319.42000) -
401 1 3221225581 31
2020-03-25 18:21:35 172.16.205.37 POST /Altiris/NS/Services/NSConfigurationWebService.asmx - 443 - 172.16.114.110 Mozilla/4.0+(compatible;+MSIE+6.0;+MS+Web+Services+Client+Protocol+4.0.30319.42000) -
401 2 5 0
2020-03-25 18:21:35 172.16.205.37 POST /Altiris/NS/Services/NSConfigurationWebService.asmx - 443 - 172.16.114.110 Mozilla/4.0+(compatible;+MSIE+6.0;+MS+Web+Services+Client+Protocol+4.0.30319.42000) -
401 1 3221225581 0
2020-03-25 18:21:55 172.16.205.37 POST /Altiris/NS/Services/NSConfigurationWebService.asmx - 443 - 172.16.114.110 Mozilla/4.0+(compatible;+MSIE+6.0;+MS+Web+Services+Client+Protocol+4.0.30319.42000) -
401 2 5 0
2020-03-25 18:21:55 172.16.205.37 POST /Altiris/NS/Services/NSConfigurationWebService.asmx - 443 - 172.16.114.110 Mozilla/4.0+(compatible;+MSIE+6.0;+MS+Web+Services+Client+Protocol+4.0.30319.42000) -
401 1 3221225581 0
Environment
CMS 8.x
Cause
Environment Configuration.
In this particular case, the issue was caused by having two NIC cards with their one IP Address and specific Hostname assigned to them. It was causing an issue with DNS resolution and validating the proper server name.
Resolution
After looking online for references on that Security event log entry and IIS logs 401.1 entry, we found something that helped.
In regards to this:
Failure Information:
Failure Reason: An Error occured during Logon.
Status: 0xC000006D
and getting 401.1 on an asmx page.
The following articles have information on the regkey called "BackConnectionHostNames" which when added allows you finish the SMP Server installation:
A quick guide to configuring the Loopback check
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