Users are unable to open/save any attachments from Internet Explorer .

Products

• CA IT Asset Manager
• CA Software Asset Manager (CA SAM)
• ASSET PORTFOLIO MGMT- SERVER
• SUPPORT AUTOMATION- SERVER
• CA Service Desk Manager - Unified Self Service
• CA Service Desk Manager
• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

Description:

Users are unable to open/save attachments and get error message "Download failed - AHD04012: security id
(96864413) not found or has expired" from Internet Explorer, however the upload of attachments works fine.

Environment

Release: CA Service Desk Manager 17.x

Resolution

Solution:

This could be due to a Microsoft Internet Explorer browser security setting. Please try the following to see if this rectifies the problem:

1. Select 'Tools' -> 'Internet Options?' from with the web browser.
   
   
2. Click on the 'Security' tab, select the 'Internet' zone and click the 'Custom Level...' button.
   
   
3. Scroll Down to 'Downloads' and find the Section 'Automatic Prompting for file Downloads'.
   
   
4. Select the 'Enabled' option and Save the change.
   
   
5. Then select 'Trusted sites' zone within the security tab and click on 'Sites'.
   
   
6. Add the Application (primary server) as a trusted site.