Unable to download incident files

Products

• Information Centric Analytics

Issue/Introduction

The following error is displayed after clicking the Download link to a file on a Symantec Data Loss Prevention (DLP) incident detail page in the Information Centric Analytics (ICA) console:

This <hostname> page can't be found

No webpage was found for the web address:

https://<hostname>/ProtectManager/DownloadAttachment.do?crackedmessageID=<id>&incidentID=<id>

HTTP ERROR 404

The View in DLP button and View DIM Payload buttons operate as expected for the same incident.

Environment

Version : 6.x

Component : Symantec DLP Integration Pack

Cause

The DLP policy associated with the incident has a response rule action configured to limit incident data retention and discard attachments. Although the download URL in ICA is formatted correctly and points to the correct Enforce server, no file exists for the incident in question.

Resolution

No action is required.