ERROR 1600: The new PacketShaper image could not be downloaded


Article ID: 167519


Updated On:




Why does my PacketShaper upgrade show an error?

The Symantec software download system has been migrated over to a user permissions based system which requires additional steps to retrieve a software image. When upgrading via the Web User Interface (WUI), the below error will be displayed when leaving the URL as the default ("//"):


ERROR 1600: The new PacketShaper image could not be downloaded. Take the following actions: Check if there is a network problem. Check if your PacketShaper is registered and under support. Your PacketShaper must be registered and have an active software support contract before you can download new images.




The "//" URL is no longer functional, so the process to upgrade is most easily performed as follows:

  1. Browse to
  2. Click on the Network Protection (Blue Coat) Downloads on the page.
  3. You will be redirected to Symantec's Login Page.
  4. Login using your Symantec credentials. 
  5. In the Browse My Software and Documentation section of the page, select PacketShaper under the My Products section and your PacketShaper products will appear under the Product Lines section of the page:

    Note: If you do not see your product under My Products or under Product Lines, please contact the customer care team to have the necessary permissions granted. 
  6. Select the desired software version that you would like to download.
  7. Agree to the Software Terms and Conditions for the desired version. 
  8. Download the Standard (st) or ISP (is) image from the list  to your workstation. 

    Note: The ISP software version requires an ISP license. 
  9. Using the Advanced UI (previously referred to as the Legacy UI) and on the "Info" tab, click the "file browser >" button.
  10. Browse to 9.258 directory, and click the "upload >" button at the top.
  11. Next to Source file, Click the "Choose File" button
  12. Locate and select the desired image file on your workstation's local file system.
  13. Click "Open", and click the "upload" button.
  14. Access the Command-Line Interface (CLI) via Secure Shell (SSH), a Telnet session, or a direct console serial connection.
  15. Use the "image load" command in conjunction with the path and filename of your upgrade image to perform the upgrade (e.g. image load 9.258/9_2_3.zoo).