Versions / Builds AffectedAll versions and builds
Problem Summary3rd party patches fail to download.
TT / JIRAIDN/A
How to IdentifyWhen users have an issue with downloading an update(s) you need to check a couple of things. First you need to make sure the users are on the latest patch management definitions by doing program updates. The next thing you need to do is check the error message that is listed in the LanGuard console > Activity Monitor > Software Updates Download. You may need to scroll to the right of this screen to view the download link and error for the file. Generally the error message seen is either “Not Found” or “The file was downloaded but the file size did not match the expected size”. In the below screenshot you can see that the URL for UltraVNC_22.214.171.124 is http://support1.uvnc.com/download/1211/UltraVNC_1_2_11_X64_Setup.exe and the error message is “Not Found”:
If you manually go to the download link above you are not presented with a download which is what is causing the issue. This is an issue outside of LanGuard and to resolve it we need to retrieve new download locations that prompt a download from the vendor.
Typically if the error is “Not Found” it is because there is no download prompt when going to the link either because of something the vendor added to the download page or them removing the download itself from the location. If the error is about a mismatch then you need to check the Version of the patch you are downloading and the version listed in the downloaded. i.e. If the download is for UVNC 126.96.36.199 make sure the download specifies it and isn’t listed incorrectly. There are cases where we put the patch we are looking as version 1.2 but the download link is for 1.1. Alternatively if it is a generic download i.e. we are looking for an old version of an Adobe product but the download link is something like http://www.adobe.com/adobe.exe , In these cases the generic download is a newer version than what we are looking for which causes the mismatch, making sure the user has the LanGuard patch management latest definitions should resolve this as long as the version that is on the site is listed in our definitions. http://www.gfi.com/lannetscan/3pfullreport.asp
Workaround / Fix DetailsA workaround you can use is placing the file that LanGuard is looking for into the repository. i.e. If LanGuard is looking for aXTHAYHRWA=ultravnc.188.8.131.52.exe in the user’s repository (LanGuard console > Configuration tab > Software Updates > Patch Auto–Download > Patch Repository) you can manually download the file, place it into the repository and run the remediation job. LanGuard should detect that the file is in the repository and attempt deployment.
Required ActionsIf you come across this type of issue and the information above does not help resolve then please reach out to L3 with the following information.
Patch Management Version:
Error in Console:
Error in Logs:
What happens when placing the download link in a browser? If it does download something is it the same version LanGuard is looking for?