Unable to download patch files. The remote server returned an error: (503) Server Unavailable.

Products

• IT Management Suite
• Patch Management Solution

Issue/Introduction

While trying to download the current patch files, the "Download Software Update Package" process failed:

According to the NS logs, we started the download process:

[1 / 1] Downloading Software Update Package [Office365-16.0.14931.20944-Deferred.cab for MS23-03-365-DEFERRED]
-----------------------------------------------------------------------------------------------------
Date: 3/20/2023 8:01:18 AM, Tick Count: 228905015 (2.15:35:05.0150000), Size: 349 B
Process: AtrsHost (7208), Thread ID: 33, Module: AtrsHost.exe
Priority: 4, Source: PMC:DownloadSWUPackageTask.Progress

 

However, we can't access the file location:

Download failed for: http://officecdn.microsoft.com/pr/7ffbc6bf-bc32-4f92-8982-f9dd17fd3114/office/data/16.0.14931.20944/i640.c2rx

The remote server returned an error: (503) Server Unavailable.
   [System.Net.WebException @ System]
   at Altiris.PatchManagementCore.Utilities.File.HandleDownloadRetry(Uri uri, DownloadContext downloadContext, Exception retryableDownloadException, TimeSpan pauseTimeSpan)
   at Altiris.PatchManagementCore.Utilities.File.DownloadToStreamWithRetries(Uri uri, DownloadContext downloadContext)
   at Altiris.PatchManagementCore.Utilities.File.Download(String fromUrl, String toDirectory, String toFileName, Boolean forceDownload, DownloadParameters miscDownloadParams)

Exception logged from: 
   at Altiris.PatchManagementCore.Utilities.File.Download(String, String, String, Boolean, Altiris.PatchManagementCore.Utilities.DownloadParameters)
   at Altiris.PatchManagementCore.Utilities.FileDownloader.Download()
   at Altiris.PatchManagementCore.Utilities.FileDownloader.DoDownloadProcedure(Object)
   at System.Threading.ExecutionContext.RunInternal(System.Threading.ExecutionContext, System.Threading.ContextCallback, Object, Boolean)
   at System.Threading.ExecutionContext.Run(System.Threading.ExecutionContext, System.Threading.ContextCallback, Object, Boolean)
   at System.Threading.ExecutionContext.Run(System.Threading.ExecutionContext, System.Threading.ContextCallback, Object)
   at System.Threading.ThreadHelper.ThreadStart(Object)

-----------------------------------------------------------------------------------------------------
Date: 3/20/2023 8:02:18 AM, Tick Count: 228965515 (2.15:36:05.5150000), Size: 1.80 KB
Process: AtrsHost (7208), Thread ID: 211, Module: Altiris.PatchManagementCore.dll
Priority: 1, Source: Altiris.PatchManagementCore.Utilities.File.Download

As well another of the required files is not accessible:

Download failed for: http://officecdn.microsoft.com/pr/7ffbc6bf-bc32-4f92-8982-f9dd17fd3114/office/data/16.0.14931.20944/stream.x86.x-none.dat

The remote server returned an error: (503) Server Unavailable.
   [System.Net.WebException @ System]
   at Altiris.PatchManagementCore.Utilities.File.HandleDownloadRetry(Uri uri, DownloadContext downloadContext, Exception retryableDownloadException, TimeSpan pauseTimeSpan)
   at Altiris.PatchManagementCore.Utilities.File.DownloadToStreamWithRetries(Uri uri, DownloadContext downloadContext)
   at Altiris.PatchManagementCore.Utilities.File.Download(String fromUrl, String toDirectory, String toFileName, Boolean forceDownload, DownloadParameters miscDownloadParams)

Exception logged from: 
   at Altiris.PatchManagementCore.Utilities.File.Download(String, String, String, Boolean, Altiris.PatchManagementCore.Utilities.DownloadParameters)
   at Altiris.PatchManagementCore.Utilities.FileDownloader.Download()
   at Altiris.PatchManagementCore.Utilities.FileDownloader.DoDownloadProcedure(Object)
   at System.Threading.ExecutionContext.RunInternal(System.Threading.ExecutionContext, System.Threading.ContextCallback, Object, Boolean)
   at System.Threading.ExecutionContext.Run(System.Threading.ExecutionContext, System.Threading.ContextCallback, Object, Boolean)
   at System.Threading.ExecutionContext.Run(System.Threading.ExecutionContext, System.Threading.ContextCallback, Object)
   at System.Threading.ThreadHelper.ThreadStart(Object)

-----------------------------------------------------------------------------------------------------
Date: 3/20/2023 8:04:19 AM, Tick Count: 229086500 (2.15:38:06.5000000), Size: 1.81 KB
Process: AtrsHost (7208), Thread ID: 182, Module: Altiris.PatchManagementCore.dll
Priority: 1, Source: Altiris.PatchManagementCore.Utilities.File.Download

Environment

ITMS 8.5, 8.6, 8.7

Cause

The actual NS logs showed the issue:

Download failed for: http://officecdn.microsoft.com/pr/7ffbc6bf-bc32-4f92-8982-f9dd17fd3114/office/data/16.0.14931.20944/i640.c2rx

The remote server returned an error: (503) Server Unavailable.

In this particular scenario, the customer didn't have access to the desired location. 

Resolution

To test if you actually can access the file directly from a browser on your SMP Server (we will use the same URL from the example logs entries above):

http://officecdn.microsoft.com/pr/7ffbc6bf-bc32-4f92-8982-f9dd17fd3114/office/data/16.0.14931.20944/i640.c2rx

http://officecdn.microsoft.com/pr/7ffbc6bf-bc32-4f92-8982-f9dd17fd3114/office/data/16.0.14931.20944/stream.x86.x-none.dat

The customer reported that after trying to access the links that we needed to download the patch files, he found that the firewall was blocking access. He implemented the proper firewall rules to allow access to the files.