Unable to open Add/Update licenses page in SIM. Error: Unable to load licenses from NS server.

Products

• IT Management Suite

Issue/Introduction

When trying to open the "Add/Update licenses" page in the SIM (Symantec Installation Manager) main page but it doesn't load. Other options also behave similarly:

The NS logs showed the following error message:

Unable to load licenses from NS server.
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.Invoke(String methodName, Object[] parameters)
   at Altiris.NS.Licensing.LicensingWebServiceProxy.GetLicenseStatus()
   at Symantec.Installation.Model.LicenseManager.<LoadLicensesFromServer>d__33.MoveNext()
   at System.Collections.Generic.List`1..ctor(IEnumerable`1 collection)
   at System.Linq.Enumerable.ToList[TSource](IEnumerable`1 source)
   at Symantec.Installation.Model.LicenseManager.LoadFromServer(Func`1 getLicXml)
   at Symantec.Installation.Model.LicenseManager.LoadLicenses()

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.Model.LicenseManager.LoadLicenses()
   at Symantec.Installation.Model.LicenseManager.RefreshLicenses(Boolean force)
   at Symantec.Installation.Context.SimApplicationContext.ProductListingManager_LoadAndUpdateProductListingCompleteEvent(Object sender, CompleteEventArgs e)
   at Symantec.Installation.Managers.ProductListingManager.LoadAndUpdateProductListings()
   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.Threading.ExecutionContext.Run(ExecutionContext executionContext, ContextCallback callback, Object state)
   at System.Threading.ThreadHelper.ThreadStart()

-----------------------------------------------------------------------------------------------------
Date: 31/08/2022 16:14:04, Tick Count: 8986265 (02:29:46.2650000), Size: 2,25 KB
Process: SimConsole.dll (7028), Thread ID: 6, Module: SimConsole.dll.exe
Priority: 1, Source: Symantec.Installation.Model.LicenseManager.LoadLicenses

Environment

ITMS 8.5, 8.6, 8.7

Cause

An older version of SIM was being used and it was pointing to a local repository for SIM rather than to Symantec's external site. SIM was not aware that there was a newer version available to be updated to.

Resolution

Upgraded SIM to the most recent version and this is needed in order to load license references properly.

When SIM launches, it should recognize that there is a new version to be installed if it is pointing to the default location. If you don't receive a prompt to upgrade, make sure you are pointing to Symantec's default repository by selecting the "Settings' option and then select "Change" and set the Product Listing path to "https://www.solutionsam.com/solutions/pl/symantec_v2.pl.xml.zip" as shown in the screenshots below: