Error: "Failed to subscribe products: Failed to fetch user details" error is thrown while trying to download solutions from Marketplace

Products

• VMware Cloud Director

Issue/Introduction

• Synchronizing Catalog Item" task status stuck at 1%.
• Image download from Marketplace failing in Cloud Director(VCD).
• Connection from Cloud Director cells to https://eapi.broadcom.com:443 is successful.
• Within the log file /opt/vmware/cloud-director/logs/vcloud-container-debug.log the following error is observed.

2025-09-30 11:27:49,326 | ERROR    | content-library-activity-pool3 | CreateAppTemplateActivity      | [Activity Execution] Failed to import app template with id <template name>(com.vmware.vcloud.entity.appTemplate:########-####-####-####-########) - Handle: urn:uuid:########-####-####-####-########, Current Phase: CreateAppTemplateActivity$CreateAppTemplateBackingsPhase | requestId=########-####-####-####-########,request=POST https://cloud.example.com/cloudapi/1.0.0/appTemplates,requestTime=1759231684315,remoteAddress=<ipaddress>:<port>,userAgent=Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 ...,accept=application/json;version 40.0.0-alpha vcd=########-####-####-####-########,task=########-####-####-####-########activity=(com.vmware.vcloud.backendbase.management.system.TaskActivity,urn:uuid:########-####-####-####-########) activity=(com.vmware.cl.activities.CreateAppTemplateActivity,urn:uuid:########-####-####-####-########)
org.springframework.web.client.HttpClientErrorException$BadRequest: 400 Bad Request: "{"response":{"message":"Failed to subscribe products: Failed to fetch user details","statuscode":400}}<EOL>"
        at org.springframework.web.client.HttpClientErrorException.create(HttpClientErrorException.java:101)
        at org.springframework.web.client.DefaultResponseErrorHandler.handleError(DefaultResponseErrorHandler.java:168)
        at org.springframework.web.client.DefaultResponseErrorHandler.handleError(DefaultResponseErrorHandler.java:122)
        at org.springframework.web.client.ResponseErrorHandler.handleError(ResponseErrorHandler.java:63)
        at org.springframework.web.client.RestTemplate.handleResponse(RestTemplate.java:825)
        at org.springframework.web.client.RestTemplate.doExecute(RestTemplate.java:783)
        at org.springframework.web.client.RestTemplate.execute(RestTemplate.java:717)
        at org.springframework.web.client.RestTemplate.exchange(RestTemplate.java:608)
        at com.vmware.vcloud.backend.contenthub.RestClientBase.exchange(RestClientBase.java:163)
        at com.vmware.vcloud.backend.contenthub.RestClientBase.exchange(RestClientBase.java:157)
        at com.vmware.vcloud.backend.contenthub.marketplace.client.impl.MarketplaceClientImpl.loginAndExchange(MarketplaceClientImpl.java:519)
        at com.vmware.vcloud.backend.contenthub.marketplace.client.impl.MarketplaceClientImpl.subscribeVMAppsRequest(MarketplaceClientImpl.java:467)
        at com.vmware.vcloud.backend.contenthub.marketplace.client.impl.MarketplaceClientImpl.lambda$subscribeVMApps$9(MarketplaceClientImpl.java:460)

Environment

VMware Cloud Director 10.6.1

Cause

This issue occurs if the user details are unable to be be fetched successfully within VMware Marketplace.

Resolution

To resolve this issue

1. Login to  VCF Solutions Catalog and select your Organization.

2. Click on the "My Account" button and review the assigned roles under the "My roles" tab to confirm you have been assigned Marketplace user permissions. 

3. Generate a new API token from the "API Tokens" tab under "My Account".

4. Login to the Cloud Director tenant UI. On the Marketplace connection point, apply your new API Token.

5. Confirm that download are working.