When managing a remote server with the Symantec Mail Security for Exchange (SMSMSE) administration console, a dialog box with a large red X is displayed.
Last Updated February 10, 2015
The SMSMSE administration console is attempting to connect to a remote server. A dialog box requesting credentials is displayed. After the credentials are entered a dialog box with the title Error is displayed with a large red X image and nothing else. The dialog box looks like this:
The version of the SMSMSE administration console is older than the version of SMSMSE installed on the remote server.
The versions of SMSMSE installed are obtained from the SMSMSE administration console (both locally and remotely). Open the SMSMSE administration console and select the Help|About menu item.
A network trace shows the error message "Request processing cannot continue. Product is incompatible"
The following steps demonstrate how to use Wireshark to verify this.
1. Start wireshark capture on the computer running the SMSMSE administration console. 2. Open the SMSMSE administration console and reproduce the issue. 3. In the Filter textbox enter the following:
frame contains "Request processing cannot continue. Product is incompatible"
4. Right click on the packet found (if any) and select Follow TCP stream. 5. In the resulting Follow TCP Stream window scroll down to the bottom and find the following response from the remote server:
HTTP/1.1 200 OK Date: Fri, 04 Nov 2011 17:21:52 GMT Server: Microsoft-IIS/6.0 X-Powered-By: ASP.NET X-AspNet-Version: 2.0.50727 Cache-Control: private, max-age=0 Content-Type: text/xml; charset=utf-8 Content-Length: 1204
<?xml version="1.0" encoding="utf-8"?><soap:Envelope xmlns:soap="http://schemas.xmlsoap.org/soap/envelope/" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"><soap:Body><PullResponse xmlns="http://symantec.com/cmaf/DExL"><PullResult><DexlResponse><Prologue><Setting><Type>ProductProperties</Type><SubType /><SettingsXml><ProductProperties><ServerName>patti-p0933kl3r</ServerName><ProductId>SMSMSE65</ProductId><ProductVersion>22.214.171.124</ProductVersion><PlatformId>Exchange2003</PlatformId><Date>2011-11-04T10:21:52.4028283</Date><IsCompatible>0</IsCompatible></ProductProperties></SettingsXml><DeletedXml /></Setting><FailIfServiceStopped>0</FailIfServiceStopped><DeleteAll>0</DeleteAll></Prologue><Response><Type>Error</Type><Success>0</Success><Data><Error>Request processing cannot continue. Product is incompatible.</Error></Data></Response></DexlResponse></PullResult></PullResponse></soap:Body></soap:Envelope>Notice the error message that says "Product is incompatible".
An older version of the SMSMSE administration console is unable to manage a newer version of SMSMSE.
Use a newer version of the SMSMSE administration console to manage the remote server.
Imported Document ID: TECH173667
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