UncTransfer::OpenSourceFile error. Failed to open source file. Error message: Access is denied

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Article ID: 195015

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Updated On:

Products

Management Platform (Formerly known as Notification Server)

Issue/Introduction

The customer has an issue where they are not getting packages downloaded on their client machines.

The packages stay in a "Retrying" cycle:

refreshPackageStatusVerbose(): Package {2C53D881-AD2D-4741-AB2C-F503C6BB4CF7} is NOT currently ready for update {2B6149B6-65FD-4B67-8F1A-EFB61807386E} outlook2013-kb4484281-fullfile-x86-glb.exe. Status = 4 [AEXSWD_PKG_RETRYING]
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Date: 7/2/2020 11:28:08 AM, Tick Count: 59235718 (16:27:15.7180000), Size: 470 B
Process: AeXNSAgent.exe (2236), Thread ID: 7228, Module: PatchMgmtAgents.dll
Priority: 4, Source: DownloadManager

However, when we looked at the related entries in their agent logs, we could see:

Entry 1:
Operation 'Get File' failed. 
Protocol: smb 
Host: \\PS-54 
Port: 0 
Path: \\PS-54\Patch$\2c53d881-ad2d-4741-ab2c-f503c6bb4cf7\outlook2013-kb4484281-fullfile-x86-glb.exe 
Http status: 0 
Secure: No 
Id: {00000000-0000-0000-0000-000000000000} 
Error type: Network error 
Error result: 0x80070005 
Error code: 0 
Error note: UncTransfer::OpenSourceFile error. Failed to open source file 
Error message: Access is denied
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Date: 7/2/2020 11:28:08 AM, Tick Count: 59235656 (16:27:15.6560000), Size: 683 B
Process: AeXNSAgent.exe (2236), Thread ID: 7320, Module: AeXNetComms.dll
Priority: 1, Source: NetworkOperation

Entry 2:
Operation 'Connect' failed. 
Protocol: http 
Host: PS-54.domain.net 
Port: 80 
Path: / 
Http status: 401 
Secure: No 
Id: {63C720B9-3F1E-4C30-BC37-3A1CDA71636D} 
Error type: HTTP error 
Error result: 0x80042D21 
Error code: 401 
Error note: 401 Unauthorized 
Error message: Error 0x80042D21 (No description available)
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Date: 7/2/2020 11:28:08 AM, Tick Count: 59235640 (16:27:15.6400000), Size: 580 B
Process: AeXNSAgent.exe (2236), Thread ID: 7320, Module: AeXNetComms.dll
Priority: 1, Source: NetworkOperation

Entry 3:
Download Package failed: 401 Unauthorized (-2147209951)
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Date: 7/2/2020 11:28:08 AM, Tick Count: 59235640 (16:27:15.6400000), Size: 301 B
Process: AeXNSAgent.exe (2236), Thread ID: 7320, Module: AeXPackageDelivery.dll
Priority: 1, Source: PackageDownload
File: C:\ProgramData\Symantec\Symantec Agent\Logs\Agent16.log

Cause

The customer is managing their own permissions on their package share. The package folders didn't have the right "users" added to them. In this particular case, "Everyone" role didn't have the expected rights.

Environment

ITMS 8.x

Resolution

We looked at this issue and we found actually multiple issues:

1. Since they are managing their own permissions for their packages, they noticed some errors in regards DACL, so it was needed to add the registry key for "EnableDACLManagement" and set it to 0 on some of their package servers. See KB 157828 "Package Refresh Resetting Security Credentials on Package Destination Folders" or KB 150861 "FAQ on Package Servers" for more details in how "EnableDACLManagement" setting works.

2. Make sure that the "Everyone" group has the following NTFS file system permissions on the folder that has the package content for the site that you want: 
 
Read & Execute 
List Folder Contents 
Read 

Similar to KB 177077 "Package Server is unable to download packages from NS"

3. Restart Symantec Management Agent services both on the Package Server and client machine(s).