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Unable to download some MSIs: An Access Denied error has occurred while trying to download or copy

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Article ID: 172921

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Updated On:

Products

IT Management Suite

Issue/Introduction

The customer is trying to install/upgrade ITMS. SIM (Symantec Installation Manager) is showing that it was not able to download certain MSIs. Most of the MSIs needed for the selected version have been downloaded but few are having a hard time downloading.

SIM shows "An Access Denied error has occurred while trying to download or copy ..."

 

Entry 1:
Downloaded package 'http://www.solutionsam.com/solutions/8_5/altiris_resourcemgmt_8_5_x64.msi?symct=1540407019_d7cfa3fafe0b95648047a6b4c81003f9': Status: AccessDenied

Entry 2:
The process cannot access the file 'C:\Program Files\Altiris\Symantec Installation Manager\Installs\Altiris\altiris_console_8_5_x64.msi' because it is being used by another process.

Entry 3:
Exception while accessing[http://www.solutionsam.com/solutions/8_5/altiris_directoryconnectorupgrade_8_5_x64.msi?symct=1540410119_cc8b2f5e32e1ce6e864291f531d5ab62]. No response was received during the time-out period for a request. The operation has timed out

If we click on the actual URL provided in the install logs, the files download. For example:
http://www.solutionsam.com/solutions/8_5/altiris_nsdocumentation_8_5_x64.msi?symct=1540410119_ebdd0e10575b1386823f4593bcf5e15d

We saw that there were few MSI files that were 0kb or some smaller size than expected. The logs shows as well that it tries multiple times, sometimes saying that it was successful but then tries again and fails.
 

Example 1:

Failed to validate file 'C:\PROGRA~1\Altiris\Symantec Installation Manager\Installs\Altiris\altiris_resourcemgmt_8_5_x64.msi'
The process cannot access the file 'C:\Program Files\Altiris\Symantec Installation Manager\Installs\Altiris\altiris_resourcemgmt_8_5_x64.msi' because it is being used by another process.
   [System.IO.IOException @ mscorlib]
   at System.IO.__Error.WinIOError(Int32 errorCode, String maybeFullPath)
   at System.IO.FileStream.Init(String path, FileMode mode, FileAccess access, Int32 rights, Boolean useRights, FileShare share, Int32 bufferSize, FileOptions options, SECURITY_ATTRIBUTES secAttrs, String msgPath, Boolean bFromProxy, Boolean useLongPath, Boolean checkHost)
   at System.IO.FileStream..ctor(String path, FileMode mode, FileAccess access, FileShare share, Int32 bufferSize, FileOptions options, String msgPath, Boolean bFromProxy)
   at System.IO.FileStream..ctor(String path, FileMode mode)
   at Symantec.Installation.InstallClasses.FileValidator.ValidateFile(Uri destinationUri, String hashCompareString)

Exception logged from:
   at Symantec.Installation.Logging.LogActivity.ReportException(Int32 severity, String strMessage, String category, Exception exception, String footer)
   at Symantec.Installation.Logging.LogActivity.ReportException(String strMessage, String category, Exception exception)
   at Symantec.Installation.InstallClasses.FileValidator.ValidateFile(Uri destinationUri, String hashCompareString)
   at Symantec.Installation.InstallClasses.FileValidator.ValidateFiles()
   at Symantec.Installation.Context.WizardProcess.DownloadManager.FileDownloadStatus(Object sender, FileDownloadStatusEventArgs e)
   at Symantec.Installation.FileDownloader.FileDownloadStatus(FileDownloadResult fileDownloadStatus, Uri uriSource, Uri uriDestination)
   at Symantec.Installation.FileDownloader.<DownloadFiles>b__50_0(DownloadFileInfo downloadFileInfo, ParallelLoopState state)
   at System.Threading.Tasks.Parallel.<>c__DisplayClass17_0`1.<ForWorker>b__1()
   at System.Threading.Tasks.Task.InnerInvokeWithArg(Task childTask)
   at System.Threading.Tasks.Task.<>c__DisplayClass176_0.<ExecuteSelfReplicating>b__0(Object )
   at System.Threading.Tasks.Task.Execute()
   at System.Threading.ExecutionContext.RunInternal(ExecutionContext executionContext, ContextCallback callback, Object state, Boolean preserveSyncCtx)
   at System.Threading.ExecutionContext.Run(ExecutionContext executionContext, ContextCallback callback, Object state, Boolean preserveSyncCtx)
   at System.Threading.Tasks.Task.ExecuteWithThreadLocal(Task& currentTaskSlot)
   at System.Threading.Tasks.Task.ExecuteEntry(Boolean bPreventDoubleExecution)
   at System.Threading.ThreadPoolWorkQueue.Dispatch()
-----------------------------------------------------------------------------------------------------
Date: 10/24/2018 10:47:32 AM, Tick Count: 655812 (00:10:55.8120000), Size: 2.98 KB
Process: SymantecInstallationManager (4404), Thread ID: 15, Module: SymantecInstallationManager.exe
Priority: 1, Source: Symantec.Installation.InstallClasses.FileValidator.ValidateFile
 

Entry 2:

Exception while accessing [http://www.solutionsam.com/solutions/8_5/altiris_nsdocumentation_8_5_x64.msi?symct=1540410119_ebdd0e10575b1386823f4593bcf5e15d]. No response was received during the time-out period for a request.
The operation has timed out
   [System.Net.WebException @ System]
   at System.Net.HttpWebRequest.GetResponse()
   at Symantec.Installation.FileDownloader.OpenHttpStream(Uri fileUri, Func`2 func, Action`1 initRequest)

Exception logged from:
   at Symantec.Installation.Logging.LogActivity.ReportException(Int32 severity, String strMessage, String category, Exception exception, String footer)
   at Symantec.Installation.Logging.LogActivity.ReportException(String strMessage, String category, Exception exception)
   at Symantec.Installation.FileDownloader.ProcessWebException(String url, WebException webException)
   at Symantec.Installation.FileDownloader.OpenHttpStream(Uri fileUri, Func`2 func, Action`1 initRequest)
   at Symantec.Installation.FileDownloader.<>c__DisplayClass54_0.<DownloadFile>b__0()
   at Symantec.Installation.FileDownloader.FileOperation(Func`1 action)
   at Symantec.Installation.FileDownloader.DownloadFile(Uri sourceUri, Uri destinationUri, Int64 fileSize)
   at Symantec.Installation.FileDownloader.DownloadFile(Uri source, Func`2 downloader)
   at Symantec.Installation.FileDownloader.<DownloadFiles>b__50_0(DownloadFileInfo downloadFileInfo, ParallelLoopState state)
   at System.Threading.Tasks.Parallel.<>c__DisplayClass17_0`1.<ForWorker>b__1()
   at System.Threading.Tasks.Task.InnerInvokeWithArg(Task childTask)
   at System.Threading.Tasks.Task.<>c__DisplayClass176_0.<ExecuteSelfReplicating>b__0(Object )
   at System.Threading.Tasks.Task.Execute()
   at System.Threading.ExecutionContext.RunInternal(ExecutionContext executionContext, ContextCallback callback, Object state, Boolean preserveSyncCtx)
   at System.Threading.ExecutionContext.Run(ExecutionContext executionContext, ContextCallback callback, Object state, Boolean preserveSyncCtx)
   at System.Threading.Tasks.Task.ExecuteWithThreadLocal(Task& currentTaskSlot)
   at System.Threading.Tasks.Task.ExecuteEntry(Boolean bPreventDoubleExecution)
   at System.Threading.ThreadPoolWorkQueue.Dispatch()
-----------------------------------------------------------------------------------------------------
Date: 10/24/2018 10:47:20 AM, Tick Count: 643578 (00:10:43.5780000), Size: 2.48 KB
Process: SymantecInstallationManager (4404), Thread ID: 22, Module: SymantecInstallationManager.exe
Priority: 1, Source: Symantec.Installation.FileDownloader.ProcessWebException
 

Cause

It can be caused by multiple reasons:

  1. Firewall
  2. Proxy settings
  3. Bad network connection
  4. Anti-virus or real-time scanning program

 

Environment

ITMS 8.x

Resolution

In order to narrow down what could be causing the Access Denied for example, try Process Explorer (procexp.exe) from Sysinternals and check what process
opened this file. File is locked, so we can't replace it.
Try removing or disabling their Anti-virus or Real-time scanner

In the case where we can't download, it is most likely a network problem.
Try to check the following:

  1. Add "http://www.solutionsam.com" into your Firewall and Proxy exceptions.
  2. Try using wireshark to monitor the possibility of having another hardware/application in the middle that could be blocking/delaying the files.


Workaround:

Create an Offline Installation package under SIM with the desired version files and use it to install/upgrade. See Installation and Upgrade Guide under "Creating and installing an offline installation package" section (page 63).

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