Error "The request failed with HTTP status 404: Not Found" when upgrading ITMS

Products

• IT Management Suite
• Client Management Suite

Issue/Introduction

Scenario: You are trying to upgrade from one version to a newer one on your SMP Server.

For the purpose of this article, the SMP server name is Altiris-CSC as an example.

During the configuration process, the upgrade fails:

Errors seen in the logs include:

ConfigureNS - task_Completed(): Configuration Task Configure Notification Server... 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.Invoke(String methodName, Object[] parameters)
at Altiris.NS.Installation.ProductConfigurationWebServiceProxy.ConfigureProductWithoutSQL(String path)
at Symantec.Installation.ConfigTask.<StartImpl>d__2.MoveNext()
— End of stack trace from previous location where exception was thrown —
at System.Runtime.ExceptionServices.ExceptionDispatchInfo.Throw()
at System.Runtime.CompilerServices.TaskAwaiter.HandleNonSuccessAndDebuggerNotification(Task task)
at Symantec.Installation.NSConfiguration.Tasks.SerialTask.<Start>d__0.MoveNext()

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 Symantec.Installation.NSConfiguration.Tasks.SerialTask.<Start>d__0.MoveNext()
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.Runtime.CompilerServices.AsyncMethodBuilderCore.MoveNextRunner.Run()
at System.Threading.QueueUserWorkItemCallback.System.Threading.IThreadPoolWorkItem.ExecuteWorkItem()
at System.Threading.ThreadPoolWorkQueue.Dispatch()

-----------------------------------------------------------------------------------------------------
Date: 4/26/2021 11:33:59 AM, Tick Count: 261370515 (3.00:36:10.5150000), Size: 2.35 KB
Process: SymantecInstallationManager (16580), Thread ID: 7, Module: SymantecInstallationManager.exe
Priority: 1, Source: Symantec.Installation.ConfigureNS.task_Completed

You can enable "Trace" and "Verbose" options in the Altiris Log Viewer by selecting the following:

You should see the actual page that is being called before the error. In this example:

Initializing NSConfigurationWebService Url: http://altiris-csc/Altiris/NS/Services/LicensingWebService.asmx
-----------------------------------------------------------------------------------------------------
Date: 4/26/2021 11:42:47 AM, Tick Count: 261898218 (3.00:44:58.2180000), Size: 399 B
Process: SymantecInstallationManager (16580), Thread ID: 7, Module: SymantecInstallationManager.exe
Priority: 8, Source: Altiris.NS.Licensing.LicensingWebServiceProxy..ctor

Environment

ITMS 8.x

Cause

There was an issue with how the SMP server name was resolved. The "Short" name was not resolving properly. Using the FQDN (Full Qualified Domain Name) was required to properly resolve the requested links. 

Resolution

Try the following:

1. Identify from the SIM logs the requested URL and paste it in a browser on the SMP server. In this example, the configuration process was calling:
   
   http://altiris-csc/Altiris/NS/Services/LicensingWebService.asmx
   
   You should see that the page doesn't open and you should get an HTTP 404 error.
   
   
2. Try the same link but now add the domain info into the server name. It should work. The page should open and display the expected page:
   
   
   
   
3. Go to HKLM>Software>Altiris>AIM>Configuration>NsConfiguration registry and under "NsWebSiteHost" and "NsWebSiteSSL" regkeys, add the full FQDN to the server (something like Altiris-CSC.domain.com).
   You may also do the same add the FQDN to this regkey if your the SQL server is on-box: "SqlServerName"
   
   
   
   
4. Since the upgrade failed during configuration, run a reconfiguration again on the installed products (SIM>Repair installed products>Reconfigure installed products).