11 Replies Latest reply on Feb 10, 2017 10:18 AM by cwinning

    Adobe Creative Cloud desktop app update is downloaded, but not downloaded

    cofialan Rookie

      Per the directions at Adobe Creative Cloud Support for Shavlik Protect, I've been working on getting the Adobe Creative Cloud desktop app update package out to some of our machines. I've downloaded the file and moved it to the right place but Protect doesn't completely recognize it. Before adding it to the patch directory I had the gray download arrow and a "Not downloaded" tag. After adding it I have a green download arrow but still have the "Not downloaded" tag. The affected machines don't seem to be fetching the update during their patch window because the patch keeps showing as missing.

       

      Does this mean something in particular? I've tried removing and re-adding the ZIP file but it's the same problem. I know the patch store is working because if I manually send the patch it installs.

       

      Thanks!

      Alan

        • 1. Re: Adobe Creative Cloud desktop app update is downloaded, but not downloaded
          cwinning CommunityTeam

          Hello,

           

          What did you rename the download file to?

          Also, could I get a screenshot of the download icon area for this patch?

           

          Thanks,

          Charles

          • 2. Re: Adobe Creative Cloud desktop app update is downloaded, but not downloaded
            cofialan Rookie

            Hi Charles.

            Here's a shot with everything in one place:

            shavlikccupdate.png

            • 3. Re: Adobe Creative Cloud desktop app update is downloaded, but not downloaded
              cwinning CommunityTeam

              Hello,

               

              After speaking with the Content Team, it looks like you are encountering a known issue.  We're going to be discussing this in a meeting tomorrow how best to fix this.

               

              Could you please confirm which version of Protect you are running?

               

              Thanks,

              Charles

              • 4. Re: Adobe Creative Cloud desktop app update is downloaded, but not downloaded
                cofialan Rookie

                Hi Charles.

                Not a problem. We're slowly scaling up and learning Protect as a new customer. This issue only affects a handful of machines in our creative lab, and they're easy to patch manually if we need to.

                 

                We're running 9.2.0.5119 with agent 9.2.5149.0.

                 

                Alan

                • 5. Re: Adobe Creative Cloud desktop app update is downloaded, but not downloaded
                  cwinning CommunityTeam

                  Hello,

                   

                  We made a change in our content, would you please try again and let me know what happens?

                   

                  Thanks,

                  Charles

                  • 6. Re: Adobe Creative Cloud desktop app update is downloaded, but not downloaded
                    cofialan Rookie

                    Hi Charles.

                    I've been watching this for a bit on our machines and while the download arrow and status are fixed the patch installation is not. In reviewing STPatch.log I see an error when the patch is downloaded. It's attempting to come from Adobe directly rather than the console. There's an "Error 4317 downloading 'http://trials2.adobe.com/<snip>/ACCCx3_9_5_353.zip'" and then an "Error from BITS: HTTP status 403: The client does not have sufficient access rights to the requested server object."

                     

                    Alan

                    • 7. Re: Adobe Creative Cloud desktop app update is downloaded, but not downloaded
                      cwinning CommunityTeam

                      Hello,

                       

                      So the download icon for 9.5.353 is green, but the deployments fails? Let me test that...

                      I can confirm the download icon shows download.

                      I attempt to deployment the patch and it installed without issue.

                       

                      Protect sees the patch in the \Patches folder and verifies the signature of the patch:

                      2017-02-08T17:06:25.5049852Z 0008 V PatchDeploymentEntry.cs:365|FileSigned for ACCCx3_9_5_353.zip is Found

                      2017-02-08T17:06:25.5360620Z 0016 V WorkItemVerifyPatchSignatures.cs:154|deployable patch count is now 1

                      2017-02-08T17:06:25.5360620Z 0016 I WorkItemController.cs:410|Verify patch signatures ended with status: 'Completed'

                       

                      And here is the copy to the target machine:

                      2017-02-08T17:06:28.8950446Z 0019 V MachineDeployment.cs:444|Copying file 'C:\Users\cwinning\AppData\Local\Temp\9a783d92-0f46-46ea-8399-1063779d1049\deployPackage-72442.zip' to 'C:\Windows\ProPatches\Staged\2017-02-08-T-17-06-28\deployPackage-72442.zip'.

                       

                      My first thought is you don't have the correct file or the file you have is corrupt:

                       

                      • Name of the file:  ACCCx3_9_5_353.zip
                      • It should be 311,438KB in size.
                      • You should right-click on the zip file and go into the Properties, make sure you don't see an Unblock button at the bottom of the General tab.

                       

                      Thanks,

                      Charles

                      • 8. Re: Adobe Creative Cloud desktop app update is downloaded, but not downloaded
                        cofialan Rookie

                        Hi Charles.

                        It appears that I'm stuck with automatic deployments via agent policy. I was able to to push the patch to most of our machines even before the content update. From that, I know the patch file is good, and I double-checked that it's unblocked and has the right file size.

                         

                        From STPatch.log on the client:

                        2017-02-08T10:08:38.4575854Z 1e50 I PatchWorkflowEngine.cpp:760 Attempting to deploy 0 missing service packs and 1 patches.

                        2017-02-08T10:08:40.4138107Z 1e50 I PatchDownloadEngine.cpp:118 Attempting immediate download.

                        2017-02-08T10:08:40.6416550Z 1e50 E HttpDownload.cpp:1249 WinHttpOpen failed: 87.

                        2017-02-08T10:08:40.6416550Z 1e50 E HttpDownload.cpp:491 AttemptIEProxySession failed.

                        2017-02-08T10:08:40.9073194Z 1e50 E HttpDownload.cpp:650 WinHttpQueryAuthSchemes failed: 4317.

                        2017-02-08T10:08:40.9073194Z 1e50 E HttpDownload.cpp:499 AttemptStraightSession failed.

                        2017-02-08T10:08:40.9073194Z 1e50 E SingleFileDownload.cpp:278 Error 4317 downloading 'http://trials2.adobe.com/<snip>/ACCCx3_9_5_353.zip' to 'C:\Windows\Temp\7a4df5cb6b5546c1bca19c73a09cb18b\ACCCx3_9_5_353.zip', detail: Error 4317: The operation identifier is not valid.

                        2017-02-08T10:08:40.9073194Z 1e50 W SingleFileDownload.cpp:180 Error 2 cleaning up failed download of C:\Windows\Temp\7a4df5cb6b5546c1bca19c73a09cb18b\ACCCx3_9_5_353.zip

                        2017-02-08T10:08:40.9073194Z 1e50 E ImmediateFilesetDownload.cpp:104 Error 2 moving 'C:\Windows\Temp\7a4df5cb6b5546c1bca19c73a09cb18b\ACCCx3_9_5_353.zip' to 'C:\ProgramData\LANDESK\Shavlik Protect\Agent\Patch\PatchData\ACCCx3_9_5_353.zip'.

                        2017-02-08T10:08:40.9073194Z 1e50 W ImmediateFilesetDownload.cpp:121 'C:\Windows\Temp\7a4df5cb6b5546c1bca19c73a09cb18b\ACCCx3_9_5_353.zip' not downloaded and will not be installed.

                        2017-02-08T10:08:40.9073194Z 1e50 I PatchDownloadEngine.cpp:160 Attempting background download.

                        2017-02-08T10:08:41.0479518Z 01dc E BitsNotification.cpp:161 Error from BITS: HTTP status 403: The client does not have sufficient access rights to the requested server object.

                        2017-02-08T10:08:41.0479518Z 01dc I AgentBackgroundDownload.cpp:170 Pre-completing downloads.

                        2017-02-08T10:08:41.0796415Z 01dc I AgentBackgroundDownload.cpp:184 1 files currently queued for low-priority staging downloads.

                        2017-02-08T10:08:41.1108975Z 01dc I AgentBackgroundDownload.cpp:194 Completing downloads.

                        2017-02-08T10:08:41.1108975Z 01dc I AgentBackgroundDownload.cpp:203 Failed to download 1 files (Unknown bytes remaining). Error code 0x80190193: HTTP status 403: The client does not have sufficient access rights to the requested server object.

                        2017-02-08T10:08:41.1265220Z 1e50 I PatchWorkflowEngine.cpp:975 None of the items to be deployed have successfully been downloaded.

                        2017-02-08T10:08:41.1421478Z 1e50 I PatchWorkflowEngine.cpp:997 All items detected as missing could not be downloaded. There is nothing to deploy.

                        • 9. Re: Adobe Creative Cloud desktop app update is downloaded, but not downloaded
                          cwinning CommunityTeam

                          Hello,

                           

                          I tested an agent deployment of this patch and going on a theory, I set the agent to download from vendor (internet).

                          The test failed with this error:

                           

                          2017-02-09T12:58:21.8839460Z 07c8 E SingleFileDownload.cpp:278 Error 4317 downloading 'http://trials2.adobe.com/AdobeProducts/KCCC/1/win32/ACCCx3_9_5_353.zip' to 'C:\Windows\Temp\9489e106208244439ebb89d61191cb40\ACCCx3_9_5_353.zip', detail: Error 4317: The operation identifier is not valid.

                           

                          When using agents, all drop-in deployments patches like the Adobe Creative Cloud patches will require a Distribution Server.  With no Distribution Server, the agent would try to download the file directly from the internet and not from a source where the patch is located.  You will need to setup a Distribution Server for your agents so it can copy the patch from it after it sync with the \Patches folder on the Protect server. You can even share out the \Patches folder on the Protect server to use as the Distribution Server too.

                           

                          If you do have a DS, then make sure it's synced and contains a valid patch file, in this case the zip file.

                           

                          I changed my test to include a DS, synced it and verified the ACCCx3_9_5_353.zip was there.

                          It worked this time:

                           

                          This is what it looks like in the STPatch.log:

                          2017-02-09T13:08:05.1625134Z 0df0 V SingleFileDownload.cpp:237 Copied \\cwinning2012r2\ds1\ACCCx3_9_5_353.zip to C:\Windows\Temp\6ff7a448060b46b4a0ac11049c42786d\ACCCx3_9_5_353.zip

                          2017-02-09T13:08:05.1625134Z 0df0 V ImmediateFilesetDownload.cpp:93 Status complete

                           

                          Let me know what you see and if you need any help.

                           

                          Thanks,

                          Charles

                          • 10. Re: Adobe Creative Cloud desktop app update is downloaded, but not downloaded
                            cofialan Rookie

                            Hi Charles.

                            It looks like the issue was the distribution server. During our setup I didn't create one, as the documentation implied that agents with connections to the console didn't need to use a distribution server. I wasn't aware that drop-in patches wouldn't be served by the console and do require a distribution server. I've simply shared out the Patches folder already present and instructed the agents to use it.

                             

                            Thanks for the help!

                            Alan

                            • 11. Re: Adobe Creative Cloud desktop app update is downloaded, but not downloaded
                              cwinning CommunityTeam

                              Thanks for the update, I updated the document with a blurb about agent requiring Distribution Servers. 

                               

                              Thanks,

                              Charles