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Patch Management - Knowledge base

Patch Download Failure Cases and Possible Solutions

This article lists down the common reasons for a patch download failure and possible solutions and workarounds so that you can get it updated and download the patches successfully.

How Endpoint Central downloads patches of Microsoft/other vendors?

The following steps explain the process used by Endpoint Central to download patches from the respective vendors:

    1. The latest updates from different vendors (Microsoft, Java, Adobe, etc.) are maintained in their respective mirror server.
    2. When a customer needs to download a patch, he must ensure the following settings are configured properly:

i)Configure Proxy settings

      • To configure proxy settings, go toAdmin -->Patch settings -->Proxy settings --> Type the appropriate user name and password along with IP.
      • Ensure that the configured Proxy settings has permission to download the installable files from the below mentioned websites:
        • http://download.microsoft.com - for Microsoft applications
        • http://download.windowsupdate.com - for Microsoft updates
        • http://download.cdn.mozilla.net/ - for Mozila Firefox & Mozilla Thunderbird
        • http://*.adobe.com - for Adobe patches, flash player, Adobe air
        • http://fpdownload.macromedia.com - for Adobe Shockwave Player
        • http://javadl.sun.com - for Java updates
        • http://*.apple.com/ - for Mac OS updates, Quick time player, Itunes & JRE 1.6
        • http://cache-download.real.com - for Real player
        • http://*.oracle.com/ - for JRE 1.7
        • http://*.sourceforge.net/ - for Open Office
        • http://dl.google.com - for Google chrome s
        • http://ftp.jaist.ac.jp - for Mozilla Firefox 3.6
        • http://www.piriform.com - for CCleaner
        • http://www.tightvnc.com - for TightVNC
        • http://*.videolan.org/ - for TightVNC
        • http://*.tuxfamily.org - for Notepad ++
        • http://www.rarlab.com - for WinRAR
        • http://cdn01.foxitsoftware.com - for Foxit Reader
        • http://ftp.iitm.ac.in - for Libre Office
        • https://*.cdburnerxp.se- for CDBurnerXP
        • http://download.winzip.com - for Winzip
        • http://*.download.pdfforge.org - PDF Architect
        • http://allwaysync.com - for AllwaySync
        • http://ftp.gimp.org - for GIMP
        • http://download-installer.cdn.mozilla.net - for Firefox ESR
        • http://download-installer.cdn.mozilla.net - for Firefox ESR
        • http://download.poedit.net - for Poedit
        • http://secure.mozy.com - for MozyPro
        • http://download.teamviewer.com - for TeamViewer and TeamViewer Host
        • http://download3.vmware.com - for VMware Player
        • http://www.coreftp.com - for CoreFTP LE
        • http://downloadplugins.citrix.com - for Citrix Receiver
        • http://hipchat-ops.s3.amazonaws.com - for HipChat
        • http://cdn1.evernote.com - for Evernote
        • http://www.tracker-software.com - for PDF-XChange Viewer and PDF-XChange Editor
        • http://download.xnview.com - for XnView
        • http://down.bandisoft.com - for Bandizip
        • http://www.peazip.org - for PeaZip
        • http://files.programki.net - for AIMP
        • http://www.jamsoft.net - for TreeSizeFree
        • http://downloads.activestate.com - for ActiveState ActivePython
        • http://files.zimbra.com - for Zimbra Desktop
        • http://ca-dl.bandisoft.com - for Honeyview
        • http://cdn.bandicam.com - for Bandicam
        • http://cdn.bandisoft.com - for Honeycam and Honeyview
        • http://download.xnview.com - for XnConvert
        • http://secure.logmein.com - for Hamachi
        • http://clientupdates.dropboxstatic.com - for Dropbox
        • http://down5.flashget.com - for FlashGet
        • http://egnyte-cdn.egnyte.com - for Egnyte Desktop Sync
        • http://download.code42.com - for CrashPlan PROe
        • http://kjkpub.s3.amazonaws.com - for SumatraPDF
        • http://en.pdf24.org - for PDF24 Creator
        • http://www.ceruleanstudios.com - for Trillian
        • http://static.auslogics.com - for Auslogics Registry Cleaner
        • http://www.advancedinstaller.com - for Advanced Installer
        • http://www.wisecleaner.com - for Wise Registry Cleaner
        • http://www.telerik.com - for Fiddler
        • http://e3.boxcdn.net - for Box Sync
        • http://winamp.meggamusic.co.uk - for WinampM
        • http://inkscape.global.ssl.fastly.net - for Inkscape
        • http://download.freemake.net - for Freemake Video Converter
        • http://www.goodsync.com - for GoodSync
        • http://dl7.frostwire.com - for FrostWire
        • http://www.zoom.us - for Zoom
        • http://www.izarc.org - for IZArc
        • http://www.collageitfree.com - for CollageIt ges

ii)Configure Firewall Settings:

    • Add the following domains to the Domain Exception list to download the installable files from the below mentioned websites:
      • http://download.microsoft.com - for Microsoft applications
      • http://download.cdn.mozilla.net/ - for Mozila Firefox & Mozilla Thunderbird
      • http://*.adobe.com - for Adobe patches, flash player, Adobe air
      • http://fpdownload.macromedia.com - for Adobe Shockwave Player
      • http://javadl.sun.com - for Java updates
      • http://*.apple.com/ - for Mac OS updates, Quick time player, Itunes & JRE 1.6
      • http://cache-download.real.com - for Real player
      • http://*.oracle.com/ - for JRE 1.7
      • http://*.sourceforge.net/ - for Open Office
      • http://dl.google.com - for Google chrome s
      • http://ftp.jaist.ac.jp - for Mozilla Firefox 3.6
      • http://www.piriform.com - for CCleaner
      • http://www.tightvnc.com - for TightVNC
      • http://*.videolan.org/ - for TightVNC
      • http://*.tuxfamily.org - for Notepad ++
      • http://www.rarlab.com - for WinRAR
      • http://cdn01.foxitsoftware.com - for Foxit Reader
      • http://ftp.iitm.ac.in - for Libre Office
      • https://*.cdburnerxp.se- for CDBurnerXP
      • http://download.winzip.com - for Winzip
      • http://*.download.pdfforge.org - PDF Architect
      • http://allwaysync.com - for AllwaySync
      • http://ftp.gimp.org - for GIMP
    • Provide access to java.exe since Endpoint Central uses Java application to create connection and download patches.
    • Ensure the following user agents are allowed access in your Firewall settings:
      • User Agent for Licensed Users : "Company Name" (which is maintained in license)
      • User Agent for Other Users : "ManageEngine Endpoint Central"
    • Ensure Endpoint Central folder is excluded from Antivirus in order to enable read/write permissions for files placed in DC Server store folder.
    • Once the settings are configured successfully, the patch file can be downloaded and stored in DC Server store folder(Patch Repository Location).
If the problem still persists, you can contact Endpoint Central support with the Server logs.

Commonly encountered problems while downloading patches and their optimal solutions:

    1. Error - DomainExceptionList failure.

CauseDomainExceptionList failure error occurs when the vendors website change the domain URLs of where the required patches are located.

ResolutionConfigure the firewall settings to add the following domains to the Domain Exception list to allow the download of installable files from the following websites.

    1. Error 404 or the http status code returned from web server.

CauseThe 404 error occurs when customers try to download superseded patches i.e. old patches or patches removed/modified by vendors.

ResolutionTo identify if a patch is superseded:

      1. Navigate to Patch Management -> Patches -> Supported Patches.
      2. Check for the 'Superseded By' status of each patch.
      3. If a patch is superseded, remove it from the configuration to be applied and proceed.

In cases when the vendors remove/modify the download URL of patches, you will be aware of it only when you manually download the patches from vendors' websites. For further assistance, contact endpointcentral-support@manageengine.com.

    1. Error - java.net.ConnectionException: Connection timed out

CauseConnection timed out error occurs when an Antivirus is running on your machine. The Antivirus will block the read/write permissions for the patch file downloaded and stored in Endpoint Central Server folder.

ResolutionTo download patches successfully:

      1. Check the running status of Antivirus used and exclude Endpoint Central folder from the Antivirus software.
      2. Retry the process to download the patch or the software from the respective vendors website.
      3. Verify Application Control Policy settings in your firewall settings or proxy settings, to ensure that downloads from the Endpoint Central server (java.exe) is not blocked.

      4. Error - The file or directory is corrupted and unreadable.

CauseThis error occurs when the patch file/directory to be downloaded is corrupted or in a non-readable format.

ResolutionEnsure the proxy settings are configured properly such that it allows downloading installable files from the specific domains

      1. Error - java.net.ProtocolException: Bug in authorization handling: server refused the given info 10 time.

CauseThis error will be shown if, the specified proxy credential is no longer valid i.e., the proxy credentials have changed and you have not updated the details in the Endpoint Central Server.

Resolution

        1. Ensure the proxy settingsare configured properly such that it allows downloading installable files from the specific domains

           

        2. Optimize bandwidth consumption.

      1. Error 403 or Unknown Host Exception

Cause: Error code 403 occurs when the web server is not reachable or access to the server has been denied. This might happen due to various reasons such as, forbidden access, or connectivity issues, vendor modifiying the domain, etc.

Resolution: Configure proxy settings to download the patch files successfully.

      1. Error - java.io.EOFException: Premature EOF encountered

CauseThis error occurs when Anti-virus is blocking the read/write access for Endpoint Central server folder.

ResolutionEnsure the firewall settings are configured properly. Check the running status of Antivirus used and exclude Endpoint Central folder from the Antivirus software.

      1. HTTP status 503 - The service is temporarily overloaded.

CauseThis error occurs when the vendor's site is temporarily overloaded.

Resolution

      1. Retry the process to download patch from respective vendor sites.
      2. Verify "Application Control Policy" settings in your firewall or proxy, to ensure that downloads from the Endpoint Central server (java.exe) is not blocked.
      3. Also, ensure Endpoint Central folder is excluded from Antivirus software.

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