Patch Management Solution

Hi there,

I'm having some hard times to download the latest Adobe Acrobat/Reader Update in PM.

It downloads the Update for the reader but not for Acrobat itself. I can manually download from the path SMP is trying with success.I tried this also with the service account. The Logs are below.

The services has been restarted as well as server itself - just in case. But I had no luck with this. Any other step I could try?

thanks for helping!

Failed to download Software Update Package 'AcrobatSecUpd11015.msp' [1d5b028b-681a-4538-9ae6-d7513cf6d499].
**CEDUrlStart** :http://entced.symantec.com/entt?product=SMP&version=7.6.1383.0&language=de&module=p6+6o5iOYS20RH8RIl/i8Q==&error=-1445649547&build=**CEDUrlEnd**

Download failed for 'ftp://ftp.adobe.com/pub/adobe/acrobat/win/11.x/11.0.15/misc/AcrobatSecUpd11015.msp'
Object reference not set to an instance of an object.
   [System.NullReferenceException @ Altiris.PatchManagementCore]
   at Altiris.PatchManagementCore.Utilities.File.DownloadFtp(Uri fromUrl, DownloadContext downloadContext)
   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.Diagnostics.Logging.EventLog.ReportException(Int32 severity, String strMessage, String category, Exception exception, String footer)
   at Altiris.PatchManagementCore.Utilities.File.Download(String fromUrl, String toDirectory, String toFileName, Boolean forceDownload, DownloadParameters miscDownloadParams)
   at Altiris.PatchManagementCore.Utilities.FileDownloader.Download()
   at Altiris.PatchManagementCore.Utilities.FileDownloader.DoDownloadProcedure(Object data)
   at System.Threading.ExecutionContext.RunInternal(ExecutionContext executionContext, ContextCallback callback, Object state, Boolean preserveSyncCtx)
   at System.Threading.ExecutionContext.Run(ExecutionContext executionContext, ContextCallback callback, Object state, Boolean preserveSyncCtx)
   at System.Threading.ExecutionContext.Run(ExecutionContext executionContext, ContextCallback callback, Object state)
   at System.Threading.ThreadHelper.ThreadStart(Object obj)

**CEDUrlStart** :http://entced.symantec.com/entt?product=SMP&version=7.6.1383.0&language=de&module=wREfJ+xABT3oJwK1UdSXxZ/DLQYW9dE+V47c/f+qyOsLQzuNHusWhzKVye8ZuzjN&error=1273899986&build=**CEDUrlEnd**

Please check this KB about similar problem:

• https://support.symantec.com/en_US/article.TECH203278.html
• https://support.symantec.com/en_US/article.TECH213936.html

Unfortunately both suggestions didn't work.

I'm going to open a case with Symantec and by the time I'm patching with a MSD...

I am having the same issue and would be interested in the solution, please post solution when you have found it.

Looks strange, but I'm not able to reproduce this problem and I was able to successfuly distribute "APSB16-09" bulletin

CMS 7.6 HF7 with latest PMImport

If this problem still occurs on your server but you can manually download this update "AcrobatSecUpd11015.msp", then try to:

1. Create folder with this name {1d5b028b-681a-4538-9ae6-d7513cf6d499} in this location C:\Program Files\Altiris\Patch Management\Packages\Updates\APSB16-09\
2. Put downloaded update "AcrobatSecUpd11015.msp" in this folder C:\Program Files\Altiris\Patch Management\Packages\Updates\APSB16-09\{1d5b028b-681a-4538-9ae6-d7513cf6d499}
3. Try to distribute "APSB16-09" bulletin again... Same problem?

I did try the option to download the update and place it in the folder that has the long GUID and when attempting to distribute the update it indicates it still needs to be downloaded. I downloaded the update from the URL provided in the update download screen as seen in the screen shot attached. I had this issue a while ago with Wireshark not downloading and giving the same errors and found that it is an issue with certificates on the server OS itself, the log file indicates for each update attempted to download

"GetRemoteFileInfoHttp() for https://fpdownload.macromedia.com/get/flashplayer/current/licensing/win/install_flash_player_18_plugin.exe - The underlying connection was closed: Could not establish trust relationship for the SSL/TLS secure channel."

What I did in that situation for Wireshark was to obtain the certificate for the website and place that certificate on the server in the Trusted Root folder but I cannot get the certificate for macromedia. After I did my wireshark trick I later found out that it was an update for certificates for the OS itself, the update was sent out by Microsoft and needed to be installed. I cannot remember what update it was that MS pusblished and therfor cannot find it again.

Strange, I can reproduce the issue on my test environment, even with HF7.

On HF7 the error points toward a .Net Issue, at least googling the message points me in that direction.

"The underlying connection was closed: An unexpected error occurred on a receive."

There is also this error message on my production machine:

There was an error in determining the FileSizeMatchesRequestContentLength for 
file \\diehardserver\SoftwareLibrary\_AltirisPatchManagement\APSB16-09\{1d5b028b-681a-4538-9ae6-d7513cf6d499}\AcrobatSecUpd11015.msp 
against the URL ftp://ftp.adobe.com/pub/adobe/acrobat/win/11.x/11.0.15/misc/AcrobatSecUpd11015.msp -> Index (zero based) must be greater 
than or equal to zero and less than the size of the argument list.

I also disabled the proxy server for the download, but that brings the same error. Placing the the file in the intended directory doesn't change anything.

Was someone able to fix that issue. I've seen this issue in 4 different environments (Version 7.6 and 8).

So I had open a case. The issue is, that symantec is using active FTP for download files from FTP server. And this is hardcoded, so no way to tell altiris to download it with passive ftp.

I've openend a case and while the Support technician is great, I'm not really a step further.

But here is an Info Article, which describes the background and does provide a workaround:https://support.symantec.com/en_US/article.INFO2742.html

Having same issue here. Need to allow ftp traffic to solve the problem.

Hi all,

This sounds not so promising. I had a case earlier with support regarding download problem with APSB16-02 and I was told that this issue was resolved in 7.6 HF5 (TECH232329). I am in the middle of planning for the upgrade from HF4 to HF7 and one reason to upgrade is to get this issue fixed :-(.

But I guess if it is not I can just reopen my case :-)

Stefan

These Software Bulletins (example: APSB15-15 & APSB16-09) require Annoymous, Active FTP access to reach the FTP download URL from the vendor. The attached articles will aid in downloading the FTP URL and an optional workaround

http://www.symantec.com/docs/INFO2742 - Adobe products available but fail to download 

I did install 7.6 HF7 a couple of days ago and the download works now.

For those who still have problems you might want to plan for the 8.0 HF1 upgrade. PM 8.0 HF1 will include the option to use passive mode. Here the article:

How to enable passive FTP download mode for Software Updates in Patch Management Solution 8.0 HF1?