Symantec Installation Manager: Cannot access the product-listing file placed on the Symantec Server.

Products

• IT Management Suite

Issue/Introduction

The customer mentioned that SIM (Symantec Installation Manager) is throwing errors and failing to connect to the Symantec server (www.solutionsam.com URL more in specific):

Symantec Installation Manager
Cannot access the product-listing file placed on the Symantec Server. This reduces your options to locally-available products only.
Check your internet connection and then click Retry to access the product-listing file. click Continue to proceed with the limited product selection or click Cancel to stop the installation process.



SIM shows as well "Requires an internet connection for download":

Environment

ITMS 8.1 and later

Cause

This behavior is usually an indication of a proxy or firewall that is blocking access to our site.

Resolution

As a test, If you try to reach directly the following links from any browser on your server:

http://www.solutionsam.com/solutions/pl/symantec_v2.pl.xml.zip

http://www.solutionsam.com/solutions/8_5_ru3/symantecinstallationmanagersetup.exe?symct=1585070825_990e5ed3fd787e26d0f56867af71560f' 

It is most likely both will require to add credentials to the Proxy server:




If you add the proper credentials, it should download the files just fine.

The proper way to resolve this issue is:
1. Add the proper exclusion to your Proxy/Firewall rules
2. OR add the valid credentials for Proxy access under SIM:
a) SIM>Settings>Proxy Settings>Change>Add the requested information. Save changes and relaunch SIM.