Updater doesn't show the subscription list

Hello,

We have a standalone updater server. It was supposed to download all the subscriptions packages and the 2 UVMs connect to the updater server to get the packages and installed. We actually did the Windows update back on February 2024. However, when we tried to update the appliances to windows security update to 202409, we couldn’t find the subscriptions on the available list. The screenshot was below:

The updater server has full Internet access and test connection was success.

Below is part of the updaterService log:

2024-10-16 11:20:00,152 515] INFO  PackageManager - GetDownloadablePackages()
2024-10-16 11:20:00,152 515] INFO  PackageManager - Get subscriptions.
2024-10-16 11:20:00,152 515] INFO  A. - GetSubscribedSubscriptions
2024-10-16 11:20:00,152 515] DEBUG PackageDownloadInternal - Service in Online mode using: PackageDownloadInternet
2024-10-16 11:20:00,200 015] INFO  A. - GotSubscriptions: Active Directory Bridge
2024-10-16 11:20:00,200 015] INFO  A. - GotSubscriptions: Appliance Management
2024-10-16 11:20:00,200 015] INFO  A. - GotSubscriptions: Auditor for Active Directory
2024-10-16 11:20:00,200 015] INFO  A. - GotSubscriptions: BeyondInsight / Password Safe
2024-10-16 11:20:00,200 015] INFO  A. - GotSubscriptions: BeyondInsight / Password Safe Cumulative Release
2024-10-16 11:20:00,200 015] INFO  A. - GotSubscriptions: BeyondInsight for Unix/Linux
2024-10-16 11:20:00,200 015] INFO  A. - GotSubscriptions: BeyondTrust Anti-Malware Agent Updates
2024-10-16 11:20:00,200 015] INFO  A. - GotSubscriptions: BeyondTrust Discovery Agent
2024-10-16 11:20:00,200 015] INFO  A. - GotSubscriptions: BeyondTrust Updater
2024-10-16 11:20:00,200 015] INFO  A. - GotSubscriptions: Endpoint Privilege Management: Data Collection Bundle
2024-10-16 11:20:00,200 015] INFO  A. - GotSubscriptions: Endpoint Privilege Management: Web Policy Editor Bundle
2024-10-16 11:20:00,200 015] INFO  A. - GotSubscriptions: Endpoint Protection - Definitions
2024-10-16 11:20:00,200 015] INFO  A. - GotSubscriptions: Endpoint Protection - Network Inspection Definitions
2024-10-16 11:20:00,200 :15] INFO  A. - GotSubscriptions: Event Server
2024-10-16 11:20:00,200 :15] INFO  A. - GotSubscriptions: Privilege Management for Unix/Linux
2024-10-16 11:20:00,200 :15] INFO  A. - GotSubscriptions: Security Patches for SQL 2014
2024-10-16 11:20:00,200 :15] INFO  A. - GotSubscriptions: Security Patches for SQL 2016
2024-10-16 11:20:00,200 :15] INFO  A. - GotSubscriptions: Security Patches for SQL 2019
2024-10-16 11:20:00,200 :15] INFO  A. - GotSubscriptions: Security Patches for Windows Server 2012
2024-10-16 11:20:00,200 :15] INFO  A. - GotSubscriptions: Security Patches for Windows Server 2016
2024-10-16 11:20:00,200 :15] INFO  A. - GotSubscriptions: Security Patches for Windows Server 2022
2024-10-16 11:20:00,200 :15] INFO  A. - GotSubscriptions: Security Update Package Installer
2024-10-16 11:20:00,200 :15] INFO  A. - GotSubscriptions: UVM 2012 Environment
2024-10-16 11:20:00,200 :15] INFO  A. - GotSubscriptions: UVM 2012 Supporting Software
2024-10-16 11:20:00,200 :15] INFO  A. - GotSubscriptions: UVM 2016 Environment
2024-10-16 11:20:00,200 :15] INFO  A. - GotSubscriptions: UVM 2016 Supporting Software
2024-10-16 11:20:00,200 :15] INFO  A. - GotSubscriptions: UVM 2022 Environment
2024-10-16 11:20:00,200 :15] INFO  A. - GotSubscriptions: UVM 2022 Supporting Software
2024-10-16 11:20:00,200 :15] INFO  A. - GotSubscriptions: UVM Protection Policy
2024-10-16 11:20:00,200 :15] INFO  A. - GotSubscriptions: UVM SUPI: 2008R2/SQL2008R2
2024-10-16 11:20:00,200 :15] INFO  A. - GotSubscriptions: UVM SUPI: 2008R2/SQL2014
2024-10-16 11:20:00,200 :15] INFO  A. - GotSubscriptions: UVM: Tools
2024-10-16 11:20:00,200 :15] INFO  A. - GotSubscriptions: Windows Defender Antivirus
2024-10-16 11:20:00,200 :15] INFO  A. - Subscribed Subscriptions: BeyondTrust Updater
2024-10-16 11:20:00,200 :15] INFO  PackageManager - Subscriptions count = 1
2024-10-16 11:20:00,200 :15] INFO  PackageManager - GetDownloadablePackages(Subscription subscription)
2024-10-16 11:20:00,200 :15] INFO  PackageManager - includeQA = False
2024-10-16 11:20:00,200 :15] INFO  PackageManager - subscription.Id = ******************, subscription.Description = BeyondTrust Updater
2024-10-16 11:20:00,200 :15] INFO  PluginHandler - GetHighestVersion for subscription BeyondTrust Updater
2024-10-16 11:20:00,200 :15] INFO  PluginHandler - Get Version: BeyondTrust Updater, 
2024-10-16 11:20:00,200 :15] INFO  PluginHandler - BeyondTrust Updater plugin: searching for upgrade code = ***************
2024-10-16 11:20:00,200 :15] INFO  PluginHandler - BeyondTrust Updater plugin: version found from upgrade code (add/remove programs) = 3.3.0.1499
2024-10-16 11:20:00,200 :15] INFO  PluginHandler - Got installed Version: BeyondTrust Updater, 3.3.0.1499
2024-10-16 11:20:00,200 :15] INFO  PluginHandler - GetSubscriptionDefinition for subscription BeyondTrust Updater
2024-10-16 11:20:00,200 :15] INFO  PackageManager - GetNextPackageFromWebService(Client = 6f37cc38-7c49-49bd-b890-8b71e8b49a97, Subscription = BeyondTrust Updater, GetPackageOptions = IncludeQA=False, SerialNumber=, MinimumVersion=3.3.0.1499, SendLatestVersion=True, MaximumVersion=)
2024-10-16 11:20:00,200 :15] DEBUG PackageDownloadInternal - Service in Online mode using: PackageDownloadInternet
2024-10-16 11:20:00,200 :15] DEBUG PackageDownloadInternal - (null)
2024-10-16 11:20:00,247 :15] INFO  PackageManager - Next package is NOT available
2024-10-16 11:20:03,535 :41] DEBUG PackageDownloadInternal - Service in Online mode using: PackageDownloadInternet
2024-10-16 11:20:08,347 :41] DEBUG PackageDownloadInternal - Service in Online mode using: PackageDownloadInternet
2024-10-16 11:20:33,513 :33] DEBUG PackageDownloadInternal - Service in Online mode using: PackageDownloadInternet
2024-10-16 11:20:38,363 :41] DEBUG PackageDownloadInternal - Service in Online mode using: PackageDownloadInternet
2024-10-16 11:21:03,547 :17] DEBUG PackageDownloadInternal - Service in Online mode using: PackageDownloadInternet
2024-10-16 11:21:08,369 :17] DEBUG PackageDownloadInternal - Service in Online mode using: PackageDownloadInternet

Really appreciate your help!

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1. Run the below command in PowerShell as admin to test without proxy:

Invoke-WebRequest -Uri https://productupdates.beyondtrust.com/landing.html

StatusCode 200 should be returned.

2. Run the below command in PowerShell as admin

wget -uri www.beyondtrust.com -usebasicparsing

StatusCode 200 should be returned.

Thank you and yes, both returned 200. However, I opened a ticket to the support. The technical support engineer said it is related to an ongoing issue that is being investigated regarding updates.

Hi ,

I have same problem , did you resolve this ?

Please open a case with BeyondTrust Support if you have this issue and the above commands succeed with StatusCode 200.