Getting error "An unexpected error has occurred while trying to download or copy <msi name> to file <file path> during installation with Symantec Installation Manager 7.
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Getting error "An unexpected error has occurred while trying to download or copy <msi name> to file <file path> during installation with Symantec Installation Manager 7.

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Article ID: 176975

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Updated On:

Products

IT Management Suite

Issue/Introduction

During the installation of a Solution or during the initial installation of the Symantec Management Platform 7, the following error occurred:

 "Symantec Installation Manager.
An unexpected error has occurred while trying to download or copy <msi name> to file <file path>. Please look at the logs for additional information. Click OK to try to get the file again or Cancel to close this wizard."

The actual SIM installation logs (Usually under C:\Documents and Settings\<logged user used during the installation>\Local Settings\Temp\SIM Logs) showed the following:

**** Note that in 7.1 the logs could also be located at C:\Users\*username*\AppData\Local\Temp\SIM Logs **** (If for some reason you cannot find these logs try using the search feature in windows to find 'SIM Logs') 

date="Jul 15 19:59:06 +00:00"
severity="4"
hostName="ServerName"
source="Symantec.Installation.FileDownloader.DownloadFile"
module="SymantecInstallationManager.exe"
process="SymantecInstallationManager"
pid="3980"
thread="12"
tickCount="639265"
Description: DownloadFile - Downloading file from 'http://www.solutionsam.com/solutions/7/ga/altiris_nsupgrade_7_0_x86.msi?symct=1247698835_cb19bba51300b86b032540519aa388e8' to 'file:///C:/Program Files/Altiris/Symantec Installation Manager/Installs/Altiris/altiris_nsupgrade_7_0_x86.msi'


date="Jul 15 19:59:06 +00:00"
severity="1"
hostName="ServerName"
source="Symantec.Installation.FileDownloader.DownloadFile"
module="SymantecInstallationManager.exe"
process="SymantecInstallationManager"
pid="3980"
thread="12"
tickCount="639359"
Description: GetHttpFileInfo - The response received from the server was complete but indicated a protocol-level error. For example, an HTTP protocol error such as 401 Access Denied would use this status.

( Exception Details: System.Net.WebException: The remote server returned an error: (403) Forbidden.
   at System.Net.HttpWebRequest.GetResponse()
   at Symantec.Installation.FileDownloader.DownloadFile(Uri sourceUri, Uri destinationUri, Int64 fileSize) )
( Exception logged from:
   at Altiris.Diagnostics.Logging.EventLog.ReportException(Int32 severity, String strMessage, String category, Exception exception)
   at Altiris.Diagnostics.Logging.EventLog.ReportException(String strMessage, Exception exception)
   at Symantec.Installation.FileDownloader.DownloadFile(Uri sourceUri, Uri destinationUri, Int64 fileSize)
   at Symantec.Installation.FileDownloader.DownloadFiles()
   at Symantec.Installation.Context.WizardProcess.DownloadManager.DownloadFiles()
   at Symantec.Installation.Context.WizardProcess.DownloadManager.FileValidationComplete(Object sender, FileValidationCompleteEventArgs e)
   at Symantec.Installation.FileValidator.FileValidationComplete(Boolean validated, Int32 maxFileValidationFailures)
   at Symantec.Installation.FileValidator.ValidateFiles()
   at Symantec.Installation.Context.WizardProcess.DownloadManager.ValidateFiles()
   at Symantec.Installation.Context.WizardProcess.DownloadManager.FileDownloadStatus(Object sender, FileDownloadStatusEventArgs e)
   at Symantec.Installation.FileDownloader.DownloadFiles()
   at Symantec.Installation.Context.WizardProcess.DownloadManager.DownloadFiles()
   at Symantec.Installation.Context.WizardProcess.DownloadManager.FileValidationComplete(Object sender, FileValidationCompleteEventArgs e)
   at Symantec.Installation.FileValidator.FileValidationComplete(Boolean validated, Int32 maxFileValidationFailures)
   at Symantec.Installation.FileValidator.ValidateFiles()
   at Symantec.Installation.Context.WizardProcess.DownloadManager.ValidateFiles()
   at Symantec.Installation.Context.WizardProcess.DownloadManager.FileDownloadStatus(Object sender, FileDownloadStatusEventArgs e)
   at Symantec.Installation.FileDownloader.DownloadFiles()
   at Symantec.Installation.Context.WizardProcess.DownloadManager.DownloadFiles()
   at Symantec.Installation.Context.WizardProcess.DownloadManager.FileValidationComplete(Object sender, FileValidationCompleteEventArgs e)
   at Symantec.Installation.FileValidator.FileValidationComplete(Boolean validated, Int32 maxFileValidationFailures)
   at Symantec.Installation.FileValidator.ValidateFiles()
   at Symantec.Installation.Context.WizardProcess.DownloadManager.ValidateFiles()
   at Symantec.Installation.Context.WizardProcess.DownloadManager.FileDownloadStatus(Object sender, FileDownloadStatusEventArgs e)
   at Symantec.Installation.FileDownloader.DownloadFiles()
   at Symantec.Installation.Context.WizardProcess.DownloadManager.DownloadFiles()
   at Symantec.Installation.Context.WizardProcess.DownloadManager.FileValidationComplete(Object sender, FileValidationCompleteEventArgs e)
   at Symantec.Installation.FileValidator.FileValidationComplete(Boolean validated, Int32 maxFileValidationFailures)
   at Symantec.Installation.FileValidator.ValidateFiles()
   at Symantec.Installation.Context.WizardProcess.DownloadManager.ValidateFiles()
   at Symantec.Installation.Context.WizardProcess.DownloadManager.FileDownloadStatus(Object sender, FileDownloadStatusEventArgs e)
   at Symantec.Installation.FileDownloader.DownloadFiles()
   at Symantec.Installation.Context.WizardProcess.DownloadManager.DownloadFiles()
   at Symantec.Installation.Context.WizardProcess.DownloadManager.FileValidationComplete(Object sender, FileValidationCompleteEventArgs e)
   at Symantec.Installation.FileValidator.FileValidationComplete(Boolean validated, Int32 maxFileValidationFailures)
   at Symantec.Installation.FileValidator.ValidateFiles()
   at Symantec.Installation.Context.WizardProcess.DownloadManager.ValidateFiles()
   at Symantec.Installation.Context.WizardProcess.DownloadManager.FileDownloadStatus(Object sender, FileDownloadStatusEventArgs e)
   at Symantec.Installation.FileDownloader.DownloadFiles()
   at Symantec.Installation.Context.WizardProcess.DownloadManager.DownloadFiles()
   at Symantec.Installation.Context.WizardProcess.DownloadManager.FileValidationComplete(Object sender, FileValidationCompleteEventArgs e)
   at Symantec.Installation.FileValidator.FileValidationComplete(Boolean validated, Int32 maxFileValidationFailures)
   at Symantec.Installation.FileValidator.ValidateFiles()
   at Symantec.Installation.Context.WizardProcess.DownloadManager.ValidateFiles()
   at Symantec.Installation.Context.WizardProcess.DownloadManager.FileDownloadStatus(Object sender, FileDownloadStatusEventArgs e)
   at Symantec.Installation.FileDownloader.DownloadFiles()
   at Symantec.Installation.Context.WizardProcess.DownloadManager.DownloadFiles()
   at Symantec.Installation.Context.WizardProcess.DownloadManager.FileValidationComplete(Object sender, FileValidationCompleteEventArgs e)
   at Symantec.Installation.FileValidator.FileValidationComplete(Boolean validated, Int32 maxFileValidationFailures)
   at Symantec.Installation.FileValidator.ValidateFiles()
   at Symantec.Installation.Context.WizardProcess.DownloadManager.ValidateFiles()
   at Symantec.Installation.Context.WizardProcess.DownloadManager.FileDownloadStatus(Object sender, FileDownloadStatusEventArgs e)
   at Symantec.Installation.FileDownloader.DownloadFiles()
   at Symantec.Installation.Context.WizardProcess.DownloadManager.DownloadFiles()
   at Symantec.Installation.Context.WizardProcess.DownloadManager.FileValidationComplete(Object sender, FileValidationCompleteEventArgs e)
   at Symantec.Installation.FileValidator.FileValidationComplete(Boolean validated, Int32 maxFileValidationFailures)
   at Symantec.Installation.FileValidator.ValidateFiles()
   at Symantec.Installation.Context.WizardProcess.DownloadManager.ValidateFiles()
   at Symantec.Installation.Context.WizardProcess.DownloadManager.FileDownloadStatus(Object sender, FileDownloadStatusEventArgs e)
   at Symantec.Installation.FileDownloader.DownloadFiles()
   at Symantec.Installation.Context.WizardProcess.DownloadManager.DownloadFiles()
   at Symantec.Installation.Context.WizardProcess.DownloadManager.FileValidationComplete(Object sender, FileValidationCompleteEventArgs e)
   at Symantec.Installation.FileValidator.FileValidationComplete(Boolean validated, Int32 maxFileValidationFailures)
   at Symantec.Installation.FileValidator.ValidateFiles()
   at Symantec.Installation.Context.WizardProcess.DownloadManager.ValidateFiles()
   at Symantec.Installation.Context.WizardProcess.DownloadManager.<>c__DisplayClass1.<BeginDownloadAndValidateFiles>b__0()
   at System.Threading.ThreadHelper.ThreadStart_Context(Object state)
   at System.Threading.ExecutionContext.Run(ExecutionContext executionContext, ContextCallback callback, Object state)
   at System.Threading.ThreadHelper.ThreadStart()
)
( Extra Details:  Type=System.Net.WebException Src=System )
 

Cause

In this particular case, even though the customer mentioned that there was not a Proxy or Firewall setup on the server, there was a firewall rule that blocked MSI downloads to the server.

Resolution

In this case the issue was Customer's environment related. Customer had a Firewall with a rule that was blocking MSI downloads.

In order to confirm this, we copied the link mentioned on the error message and the SIM installation logs and pasted it on the browser (in this case the URL was 'http://www.solutionsam.com/solutions/7/ga/altiris_nsupgrade_7_0_x86.msi?symct=1247698835_cb19bba51300b86b032540519aa388e8' )
 

This is what we got as a response on the browser:

Response denied by CompanyName Inc. Firewall.
Reason: header 'Content-Type' denied rule='Default' value='application/msi'
For More Information, Contact the IT Group

--------------------------------------------------------------------------------
Method: GET
Host: www.solutionsam.com
Path: /solutions/7/ga/altiris_nsupgrade_7_0_x86.msi?symct=1247698835_cb19bba51300b86b032540519aa388e8
--------------------------------------------------------------------------------

Customer modified his Firewall settings in order to allow MSI downloads from our website.

---------------------------------------------------------------------------------------------------------

 !! Make sure to check the date and time is set correctly on the Notification Server. If not set correctly this can also cause issues with the downloading of the msi files in SIM !!

 


Applies To

Symantec Installation  Manager 7.0.357

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