Getting error "An unexpected error has occurred while trying to download or copy to file during installation with Symantec Installation Manager 7.

Article:TECH43047  |  Created: 2009-07-20  |  Updated: 2009-07-20  |  Article URL http://www.symantec.com/docs/TECH43047
Article Type
Technical Solution


Issue



During the installation of a Solution or during the initial installation of the Symantec Management Platform 7, the following error occurred:

 "Symantec Installation Manager.
An unexpected error has occurred while trying to download or copy <msi name> to file <file path>. Please look at the logs for additional information. Click OK to try to get the file again or Cancel to close this wizard."

The actual SIM installation logs (Usually under C:\Documents and Settings\<logged user used during the installation>\Local Settings\Temp\SIM Logs) showed the following:

date="Jul 15 19:59:06 +00:00"
severity="4"
hostName="ServerName"
source="Symantec.Installation.FileDownloader.DownloadFile"
module="SymantecInstallationManager.exe"
process="SymantecInstallationManager"
pid="3980"
thread="12"
tickCount="639265"
Description: DownloadFile - Downloading file from 'http://www.solutionsam.com/solutions/7/ga/altiris_nsupgrade_7_0_x86.msi?symct=1247698835_cb19bba51300b86b032540519aa388e8' to 'file:///C:/Program Files/Altiris/Symantec Installation Manager/Installs/Altiris/altiris_nsupgrade_7_0_x86.msi'


date="Jul 15 19:59:06 +00:00"
severity="1"
hostName="ServerName"
source="Symantec.Installation.FileDownloader.DownloadFile"
module="SymantecInstallationManager.exe"
process="SymantecInstallationManager"
pid="3980"
thread="12"
tickCount="639359"
Description:
GetHttpFileInfo - The response received from the server was complete but indicated a protocol-level error. For example, an HTTP protocol error such as 401 Access Denied would use this status.

( Exception Details: System.Net.WebException:
The remote server returned an error: (403) Forbidden.
   at System.Net.HttpWebRequest.GetResponse()
   at Symantec.Installation.FileDownloader.DownloadFile(Uri sourceUri, Uri destinationUri, Int64 fileSize) )
( Exception logged from:
   at Altiris.Diagnostics.Logging.EventLog.ReportException(Int32 severity, String strMessage, String category, Exception exception)
   at Altiris.Diagnostics.Logging.EventLog.ReportException(String strMessage, Exception exception)
   at Symantec.Installation.FileDownloader.DownloadFile(Uri sourceUri, Uri destinationUri, Int64 fileSize)
   at Symantec.Installation.FileDownloader.DownloadFiles()
   at Symantec.Installation.Context.WizardProcess.DownloadManager.DownloadFiles()
   at Symantec.Installation.Context.WizardProcess.DownloadManager.FileValidationComplete(Object sender, FileValidationCompleteEventArgs e)
   at Symantec.Installation.FileValidator.FileValidationComplete(Boolean validated, Int32 maxFileValidationFailures)
   at Symantec.Installation.FileValidator.ValidateFiles()
   at Symantec.Installation.Context.WizardProcess.DownloadManager.ValidateFiles()
   at Symantec.Installation.Context.WizardProcess.DownloadManager.FileDownloadStatus(Object sender, FileDownloadStatusEventArgs e)
   at Symantec.Installation.FileDownloader.DownloadFiles()
   at Symantec.Installation.Context.WizardProcess.DownloadManager.DownloadFiles()
   at Symantec.Installation.Context.WizardProcess.DownloadManager.FileValidationComplete(Object sender, FileValidationCompleteEventArgs e)
   at Symantec.Installation.FileValidator.FileValidationComplete(Boolean validated, Int32 maxFileValidationFailures)
   at Symantec.Installation.FileValidator.ValidateFiles()
   at Symantec.Installation.Context.WizardProcess.DownloadManager.ValidateFiles()
   at Symantec.Installation.Context.WizardProcess.DownloadManager.FileDownloadStatus(Object sender, FileDownloadStatusEventArgs e)
   at Symantec.Installation.FileDownloader.DownloadFiles()
   at Symantec.Installation.Context.WizardProcess.DownloadManager.DownloadFiles()
   at Symantec.Installation.Context.WizardProcess.DownloadManager.FileValidationComplete(Object sender, FileValidationCompleteEventArgs e)
   at Symantec.Installation.FileValidator.FileValidationComplete(Boolean validated, Int32 maxFileValidationFailures)
   at Symantec.Installation.FileValidator.ValidateFiles()
   at Symantec.Installation.Context.WizardProcess.DownloadManager.ValidateFiles()
   at Symantec.Installation.Context.WizardProcess.DownloadManager.FileDownloadStatus(Object sender, FileDownloadStatusEventArgs e)
   at Symantec.Installation.FileDownloader.DownloadFiles()
   at Symantec.Installation.Context.WizardProcess.DownloadManager.DownloadFiles()
   at Symantec.Installation.Context.WizardProcess.DownloadManager.FileValidationComplete(Object sender, FileValidationCompleteEventArgs e)
   at Symantec.Installation.FileValidator.FileValidationComplete(Boolean validated, Int32 maxFileValidationFailures)
   at Symantec.Installation.FileValidator.ValidateFiles()
   at Symantec.Installation.Context.WizardProcess.DownloadManager.ValidateFiles()
   at Symantec.Installation.Context.WizardProcess.DownloadManager.FileDownloadStatus(Object sender, FileDownloadStatusEventArgs e)
   at Symantec.Installation.FileDownloader.DownloadFiles()
   at Symantec.Installation.Context.WizardProcess.DownloadManager.DownloadFiles()
   at Symantec.Installation.Context.WizardProcess.DownloadManager.FileValidationComplete(Object sender, FileValidationCompleteEventArgs e)
   at Symantec.Installation.FileValidator.FileValidationComplete(Boolean validated, Int32 maxFileValidationFailures)
   at Symantec.Installation.FileValidator.ValidateFiles()
   at Symantec.Installation.Context.WizardProcess.DownloadManager.ValidateFiles()
   at Symantec.Installation.Context.WizardProcess.DownloadManager.FileDownloadStatus(Object sender, FileDownloadStatusEventArgs e)
   at Symantec.Installation.FileDownloader.DownloadFiles()
   at Symantec.Installation.Context.WizardProcess.DownloadManager.DownloadFiles()
   at Symantec.Installation.Context.WizardProcess.DownloadManager.FileValidationComplete(Object sender, FileValidationCompleteEventArgs e)
   at Symantec.Installation.FileValidator.FileValidationComplete(Boolean validated, Int32 maxFileValidationFailures)
   at Symantec.Installation.FileValidator.ValidateFiles()
   at Symantec.Installation.Context.WizardProcess.DownloadManager.ValidateFiles()
   at Symantec.Installation.Context.WizardProcess.DownloadManager.FileDownloadStatus(Object sender, FileDownloadStatusEventArgs e)
   at Symantec.Installation.FileDownloader.DownloadFiles()
   at Symantec.Installation.Context.WizardProcess.DownloadManager.DownloadFiles()
   at Symantec.Installation.Context.WizardProcess.DownloadManager.FileValidationComplete(Object sender, FileValidationCompleteEventArgs e)
   at Symantec.Installation.FileValidator.FileValidationComplete(Boolean validated, Int32 maxFileValidationFailures)
   at Symantec.Installation.FileValidator.ValidateFiles()
   at Symantec.Installation.Context.WizardProcess.DownloadManager.ValidateFiles()
   at Symantec.Installation.Context.WizardProcess.DownloadManager.FileDownloadStatus(Object sender, FileDownloadStatusEventArgs e)
   at Symantec.Installation.FileDownloader.DownloadFiles()
   at Symantec.Installation.Context.WizardProcess.DownloadManager.DownloadFiles()
   at Symantec.Installation.Context.WizardProcess.DownloadManager.FileValidationComplete(Object sender, FileValidationCompleteEventArgs e)
   at Symantec.Installation.FileValidator.FileValidationComplete(Boolean validated, Int32 maxFileValidationFailures)
   at Symantec.Installation.FileValidator.ValidateFiles()
   at Symantec.Installation.Context.WizardProcess.DownloadManager.ValidateFiles()
   at Symantec.Installation.Context.WizardProcess.DownloadManager.FileDownloadStatus(Object sender, FileDownloadStatusEventArgs e)
   at Symantec.Installation.FileDownloader.DownloadFiles()
   at Symantec.Installation.Context.WizardProcess.DownloadManager.DownloadFiles()
   at Symantec.Installation.Context.WizardProcess.DownloadManager.FileValidationComplete(Object sender, FileValidationCompleteEventArgs e)
   at Symantec.Installation.FileValidator.FileValidationComplete(Boolean validated, Int32 maxFileValidationFailures)
   at Symantec.Installation.FileValidator.ValidateFiles()
   at Symantec.Installation.Context.WizardProcess.DownloadManager.ValidateFiles()
   at Symantec.Installation.Context.WizardProcess.DownloadManager.<>c__DisplayClass1.<BeginDownloadAndValidateFiles>b__0()
   at System.Threading.ThreadHelper.ThreadStart_Context(Object state)
   at System.Threading.ExecutionContext.Run(ExecutionContext executionContext, ContextCallback callback, Object state)
   at System.Threading.ThreadHelper.ThreadStart()
)
( Extra Details:  Type=System.Net.WebException Src=System )


Environment



Symantec Installation  Manager 7.0.357

Cause



In this particular case, even though the customer mentioned that there was not a Proxy or Firewall setup on the server, there was a firewall rule that blocked MSI downloads to the server.

Solution



In this case the issue was Customer's environment related. Customer had a Firewall with a rule that was blocking MSI downloads.

In order to confirm this, we copied the link mentioned on the error message and the SIM installation logs and pasted it on the browser (in this case the URL was 'http://www.solutionsam.com/solutions/7/ga/altiris_nsupgrade_7_0_x86.msi?symct=1247698835_cb19bba51300b86b032540519aa388e8' )

This is what we got as a response on the browser:

Response denied by CompanyName Inc. Firewall.
Reason: header 'Content-Type'
denied rule='Default' value='application/msi'
For More Information, Contact the IT Group

--------------------------------------------------------------------------------
Method: GET
Host: www.solutionsam.com
Path: /solutions/7/ga/altiris_nsupgrade_7_0_x86.msi?symct=1247698835_cb19bba51300b86b032540519aa388e8
--------------------------------------------------------------------------------


Customer modified his Firewall settings in order to allow MSI downloads from our website.


Legacy ID



48190


Article URL http://www.symantec.com/docs/TECH43047


Terms of use for this information are found in Legal Notices