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Unable to do a new installation. Failed: The request failed with HTTP status 401: Unauthorized.

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Article ID: 187500

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Updated On:

Products

Client Management Suite IT Management Suite Installation Manager (formerly AICM)

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.domain.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_ALTIRIS85_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: 169.89.114.110
 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.domain.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_ALTIRIS85_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">169.89.114.110</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 18:21:15 140.176.205.37 POST /Altiris/NS/Services/NSConfigurationWebService.asmx - 443 - 169.89.114.110 Mozilla/4.0+(compatible;+MSIE+6.0;+MS+Web+Services+Client+Protocol+4.0.30319.42000) - 
401 2 5 531
2020-03-25 18:21:15 140.176.205.37 POST /Altiris/NS/Services/NSConfigurationWebService.asmx - 443 - 169.89.114.110 Mozilla/4.0+(compatible;+MSIE+6.0;+MS+Web+Services+Client+Protocol+4.0.30319.42000) - 
401 1 3221225581 31
2020-03-25 18:21:35 140.176.205.37 POST /Altiris/NS/Services/NSConfigurationWebService.asmx - 443 - 169.89.114.110 Mozilla/4.0+(compatible;+MSIE+6.0;+MS+Web+Services+Client+Protocol+4.0.30319.42000) - 
401 2 5 0
2020-03-25 18:21:35 140.176.205.37 POST /Altiris/NS/Services/NSConfigurationWebService.asmx - 443 - 169.89.114.110 Mozilla/4.0+(compatible;+MSIE+6.0;+MS+Web+Services+Client+Protocol+4.0.30319.42000) - 
401 1 3221225581 0
2020-03-25 18:21:55 140.176.205.37 POST /Altiris/NS/Services/NSConfigurationWebService.asmx - 443 - 169.89.114.110 Mozilla/4.0+(compatible;+MSIE+6.0;+MS+Web+Services+Client+Protocol+4.0.30319.42000) - 
401 2 5 0
2020-03-25 18:21:55 140.176.205.37 POST /Altiris/NS/Services/NSConfigurationWebService.asmx - 443 - 169.89.114.110 Mozilla/4.0+(compatible;+MSIE+6.0;+MS+Web+Services+Client+Protocol+4.0.30319.42000) - 
401 1 3221225581 0

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.

Environment

CMS 8.5 RU3

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, these 2 websites refers to the same possible solution:

https://social.msdn.microsoft.com/Forums/en-US/08cc77ad-6ba5-496a-8bd8-45ed05129b42/authentication-logon-failure-0xc000006d?forum=sqlreportingservices

and 

https://forums.asp.net/t/2048933.aspx?Web+service+gets+401+1+unauthorized+error+on+windows+server+2012+IIS8

refers to using a regkey called "BackConnectionHostNames"


After adding that registry key, the customer was able to finish his CMS 8.5 RU3 installation.