Issues when downloading an SGOS image by URL through the Management Console or the CLI

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Article ID: 169364

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Updated On:

Products

ProxySG Software - SGOS

Issue/Introduction

If there are for some reason unable to upload SGOS image to the ProxySG using a client machine, you can still upload it using a download URL hosted in support.symantec.com within the Downloads section or in a local web server using HTTP or HTTPS.

When upload the image using this method, you might experience a few issues listed below:

Through the Management Console:

1) Cannot paste the download URL taken from the support.symantec.com downloads.
2) After pasting the URL and clicking the Download button, receive error "The system software cannot be found at the specified path".

Through the Command Line:

3) After entering the URL and using the "load upgrade" command, receive error
"Response from the server was not OK when attempting an HTTP GET"
4) CLI gets stuck indefinitely after entering the upgrade-path <url> command (Only applies to SGOS 6.6.X prior to 6.6.4.1)

Existing solutions and workarounds for these issues will be provided below.
For more information on how to upgrade the ProxySG using the command line, refer to TECH246140

Resolution

1) Cannot paste the download URL taken from the support.symantec.com downloads:

The URL field in the Management Console has a character limit of 227. Some download URLs taken from the Downloads section of support.symantec.com can have more characters than this. In those cases, copying the URL is not an option.

Solution: Use an URL shortener from the internet to shorten the length of this URL so that you can paste it in the field.
If this is not possible due to domain restrictions or other reasons, you will want to use the CLI method instead as it allows for more characters.

2) After pasting the URL and clicking the Download button, receive error "The system software cannot be found at the specified path":

The path in the URL is not valid or the ProxySG can't find an image in this location.

Solution: Verify that the URL is not missing any characters. If you are using an internal web server, make sure the ProxySG is able to reach the site where the SGOS image is being hosted.

3) After entering the URL and using the "load upgrade" command, receive error
"Response from the server was not OK when attempting an HTTP GET" :


Some download URLs taken from the Downloads section of support.symantec.com contain a "?" symbol. When pasting this URL after the "upgrade-path" command, this symbol will not be copied to the CLI. This causes the proxy to perform an incomplete request when using the "load upgrade" command, giving this error.

Solution: Add quotes before and after the URL, then copy the whole URL and paste it to the CLI after "upgrade-path". By doing this, the "?" sign will be included. The command should look similar to this one:
upgrade-path "http://url.to.upgrade/path?image.bcsi"
The "load upgrade" command should now start downloading the image correctly.

4) CLI gets stuck indefinitely after entering the upgrade-path <url> command:

In some cases where the SGOS version is 6.6.X.X and previous to 6.6.4.1, an existing bug prevented the client from accessing the Management Console and also had some side effects, such as the inability to enter the upgrade-path command through the CLI successfully. The proxy would not give an "OK" message immediately. Instead, it would stay loading indefinitely.

Solution: Downgrade to a 6.5.X.X SGOS image if there is one already in the proxy. Then access to Management Console should be restored. Then download the desired version of SGOS so that it gets stored in the ProxySG image list, then upgrade to 6.6.2.3 (download if necessary, as it is part of the Upgrade path) and then upgrade to the desired SGOS version you downloaded previously. After 6.6.4.1 you should be able to access the Management Console and use the upgrade-path command without having issues.
If a 6.5.X.X image is not available, make sure you have a proper backup of your ProxySG available and perform a factory reset. After this, make sure you are running a SGOS version 6.5.X.X and download the 6.6.2.3, the 6.6.X.X version you had issues (in order to restore the backup correctly) and a version higher than 6.6.4.1. Follow the upgrade path until you get to the desired SGOS version. The issue should not be present after 6.6.4.1.