Unable to download package while in CEM mode: The network path was not found (0x00000035)

Products

• IT Management Suite

Issue/Introduction

The customer noticed that when they send a job that contains a package, it is failing to download the package on their Cloud-Enabled Management (CEM) machine.

The errors that we see in regards package download are:

Entry 1:
Operation 'Get File' failed.
Protocol: SMB
Original host: :0
Real host: \\<Servername>:0
Path: \\<Servername>\PkgSvrHostE$\{C666298E-6AC1-4534-A2C0-7708C48B33E8}\snapshot.xml
Connection id: {00000000-0000-0000-0000-000000000000}
Communication profile id:
Error type: Network error
Error code: The network path was not found (0x00000035)
Error note: UncTransfer::OpenSourceFile error. Failed to open source file
-----------------------------------------------------------------------------------------------------
Entry 2:

Error while downloading package: The network path was not found
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Entry 3:

Download Snapshot failed: No such host is known (-2147013895)
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Entry 4:

GetAccess: Access NOT gained. Error: The network path was not found (0x00000035)
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Environment

ITMS 8.5, 8.6

Cause

We saw that the links that they were trying to access were:

Entry 1:
Download Snapshot: http://<Servername>/Altiris/PS/getpackagesnapshot.asp?Resource={36800A20-2EBF-4EFA-A216-C730147650C7}&PackageId={C666298E-6AC1-4534-A2C0-7708C48B33E8}&compress=1
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Entry 2:
Download Snapshot: \\<Servername>\PkgSvrHostE$\{C666298E-6AC1-4534-A2C0-7708C48B33E8}\snapshot.xml
-----------------------------------------------------------------------------------------------------

UNC and HTTP paths were given, which doesn't work on CEM mode. We are expecting HTTPS links to be available.

We modified the HTTP link (to be HTTPS) and tried it from the actual gateway and it worked (we were able to access the page):
https://<Servername>:4726/Altiris/PS/getpackagesnapshot.asp?Resource={36800A20-2EBF-4EFA-A216-C730147650C7}&PackageId={04ABEC0D-13FB-4DB6-9A3E-F9DB0C776583}&compress=1

Resolution

We reviewed the Internet Site Server configuration under Site Server Settings and we noticed that the "Global Package Service Settings" didn't have "Publish HTTPS codebase (provided an SSL certificate is installed)" option selected for Published Codebase Types.

After selecting that option and requesting a new configuration on that Site Server, the desired packages started downloading just fine.