Products aren't compatible with this version of ePO

Technical Articles ID: KB79523
Last Modified: 2023-02-10 05:54:50 Etc/GMT

Environment

ePolicy Orchestrator (ePO) 5.x

Problem 1

If you try to upgrade ePO, the installation fails for incompatible managed products.

ePO falsely displays the following error:

Products are not compatible with this version of ePO

The cpcwiz.log (%tmp%\McAfeeLogs\cpcwiz.log) file displays errors similar to the following:

Checking for updated content
Server URL: https://epo.mcafee.com:443
Server object: ProductCompatibilityList.xml
Failed WinHttpSendRequest() Error: 12002
Using default content file

Problem 2

You try to upgrade a product level of an ePO-managed product when you check in the update to the ePO repository. For example, Global Threat Intelligence Proxy or VirusScan Enterprise.

An error similar to the following displays:

Extension GTI_P___1000, version 2.0.0.705 is not compatible with this version of ePolicy Orchestrator

Cause

The Product Compatibility List the installer uses is old. An old list usually means that the ePO server can't access an updated Product Compatibility List online. Most likely, the ePO server has no internet access or has other connection issues.

NOTE: The ePO installer and UpgradeCompatibility.exe don't use the proxy server settings configured in Internet Explorer. If you have internet connectivity using a web proxy, use the following Solution.

Solution 1

On a computer that has internet access:

Manually download the latest Product Compatibility List file from https://epo.trellix.com/ProductCompatibilityList.xml

NOTE: The file must be called ProductCompatibilityList.xml. Do not change the name of the file.
Upgrade ePO. Run the setup using the following command and point to the download location of the latest Product Compatibility List:

setup.exe DISABLEPRODCOMPATUPDATE=1 PRODCOMPATXML=<full_ProductCompatibilityList.xml_filename_including_path>

Solution 2

On an ePO Server that has internet access:

Go to https://epo.trellix.com/ProductCompatibilityList.xml
Log on to the ePO console.
Click Menu, Configuration, Server Settings.
Click Product Compatibility List under the Setting Categories column.
Verify the Current Product Compatibility List date entry. Verify that the Supported Products List is being updated.

NOTE: Update is Enabled by default and the task runs automatically once a day.

Or, do the following:

Access the Product Compatibility List from https://epo.trellix.com/ProductCompatibilityList.xml and save it as an XML file.

NOTE: The file must be called ProductCompatibilityList.xml. Do not change the name of the file.
Log on to the ePO console.
Click Menu, Configuration, Server Settings.
Click Product Compatibility List under the Setting Categories column and click Edit.
Select Disabled, click Browse, navigate to the downloaded ProductCompatibilityList.xml, and click Save.

Workaround

Replace the ProductCompatibilityList.xml that the ePO setup uses in the temporary file location:

After you encounter the failed Extension check-in, open the ePO setup log location: %temp%\McAfeeLogs or %programdata%\McAfee\ePolicy Orchestrator\InstallLogs
Open the EPO5XX-Install-CustomAction.log file in Notepad or any text viewer.
Near the bottom, search for Calling ShowCPCWizard. The file path referenced after this entry indicates the temporary file location of the ProductCompatibilityList.xml that's being used for the check.

For example:
15:25:26 ePO510CALog: Calling ShowCPCWizard(1, C:\Users\user1\AppData\Local\Temp\2\{806ACE6E-C694-43FE-A470-160A332D7AF9}\ProductCompatibilityList.xml, 0, 1, https://eposerver:8443/, user1, <password>)
Replace the ProductCompatibilityList.xml in the indicated path with a newly downloaded copy from https://epo.trellix.com/ProductCompatibilityList.xml

NOTE: The file must be called ProductCompatibilityList.xml. Do not change the name of the file.

Affected Products

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Knowledge Center

Products aren't compatible with this version of ePO

Environment

Problem 1

Problem 2

Cause

Solution 1

Solution 2

Workaround

Affected Products

Languages:

Title

Title

Knowledge Center

Products aren't compatible with this version of ePO

Environment

Problem 1

Problem 2

Cause

Solution 1

Solution 2

Workaround

Affected Products

Languages:

Choose your region

Title

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