9 Replies Latest reply on May 30, 2018 7:53 PM by brian.taylor.support

    Stuck on "File Download Started"

    chelch Rookie

      I am currently attempting an agent-less patch deploy while using a distribution server. Currently the patch status for the patch I am attempting to to deploy shows as "file download started" and has been stuck there for quite some time now and wont progress. Not sure how to troubleshoot this one. Thanks

        • 1. Re: Stuck on "File Download Started"
          brian.taylor.support SupportEmployee

          Hello,

           

          It sounds like there might be something impeding the download, either by severely slowing it down or blocking it in a way that doesn't return an error in the typical manner.  What patch is it?  It might be worth cancelling that scan, then right-clicking that patch in your scan results and choosing Download to see if it is able to complete that way.  We're certainly happy to help dig into it if you'd like to open a support case as well.  It might be easier to identify the issue over a remote session or something.  We're happy to help however we can.

           

          Thanks,

          Brian

          • 2. Re: Stuck on "File Download Started"
            chelch Rookie

            Hi Brian,

             

            I have tried multiple patches and all the same result. I did find some errors in the STDEPLOY log. I am currently using a trial version and when I try to open a support case it states "not authorized". How do I get authorized so I can submit a case?

             

            DeploymentFileSetBuilder.cpp:40 After checking the target machine's Patch Store, number of files to download='1'.

            2018-05-24T22:54:28.8350191Z 0554 I DeploymentFileSetDownloader.cpp:73 File set download starting.

            2018-05-24T22:54:28.8350191Z 0554 V DeployStatusReporter.cpp:128 Queueing online machine status msg. DeploymentId='663a1726-f6de-4dab-81e5-b1f45b9c4786', machineId='1273', status='37', isFinal='false'

            2018-05-24T22:54:28.8350191Z 0554 S StatusClient.cpp:109 Entering STDeployment::CStatusClient::ReportMachineStatusOnline.

            2018-05-24T22:54:29.4602730Z 0554 V DownloadSource.cpp:70 Connecting to XXX.XXX.XXX.XXX for downloading

            2018-05-24T22:54:29.4915448Z 0554 I DeploymentFileSetDownloader.cpp:98 File 'windows8.1-kb4014562-x64.msu' download started

            2018-05-24T22:54:29.4915448Z 0554 V DeployStatusReporter.cpp:239 Queueing online patch progress msg. DeploymentId='663a1726-f6de-4dab-81e5-b1f45b9c4786', statusId='32', patchStatus='38', isFinal='false'

            2018-05-24T22:54:29.4915448Z 0554 S StatusClient.cpp:90 Entering STDeployment::CStatusClient::ReportPatchStatusOnline.

            2018-05-24T22:54:29.6947566Z 0554 V SingleFileDownload.cpp:92 About to retrieve windows8.1-kb4014562-x64.msu

            2018-05-24T22:54:29.6947566Z 0554 V SingleFileDownload.cpp:114 Delete succeeded. Starting extract/copy/download...

            2018-05-24T22:54:29.6947566Z 0554 V SingleFileDownload.cpp:136 Performing download to 'C:\Windows\ProPatches\Patches\windows8.1-kb4014562-x64.msu'.

            2018-05-24T22:54:29.7103770Z 0554 E SingleFileDownload.cpp:195 Error 0x2 copying \\XXX.XXX.XXX.XXX\d$\Ivanti\windows8.1-kb4014562-x64.msu to C:\Windows\ProPatches\Patches\windows8.1-kb4014562-x64.msu

            2018-05-24T22:54:29.7103770Z 0554 W DeploymentFileSetDownloader.cpp:115 File 'windows8.1-kb4014562-x64.msu' download failed: Code 2: 'Error 0x2 copying \\XXX.XXX.XXX.XXX\d$\Ivanti\windows8.1-kb4014562-x64.msu to C:\Windows\ProPatches\Patches\windows8.1-kb4014562-x64.msu'

            2018-05-24T22:54:29.7103770Z 0554 W SingleFileDownload.cpp:152 Error 2 cleaning up failed download of C:\Windows\ProPatches\Patches\windows8.1-kb4014562-x64.msu

            2018-05-24T22:54:29.7103770Z 0554 I DeploymentFileSetDownloader.cpp:87 File set download complete, resultCode='-1', download retry depends on options

            2018-05-24T22:54:29.7103770Z 0554 I STPackageDeployer.cpp:1103 All patch file downloads failed and retry option is Progressive Retry. Scheduling STDeploy.exe for launch at next boot up and next retry time

            2018-05-24T22:54:29.7103770Z 0554 S DeployExeStates.cpp:418 Leaving STDeploy::CRelaunchedExecutionPackageDeploy::DoStatefulRemediateActions uncaught exception.

            2018-05-24T22:54:29.7103770Z 0554 E STDeploy.cpp:385 Target machine remediation failed: class STCore::CInvalidOperationException at STPackageDeployer.cpp:910: Logic error: STDeploy.exe relaunch reason '3' inconsistent with current launch reason '1'

            2018-05-24T22:54:29.7103770Z 0554 S STDeploy.cpp:257 Leaving wmain.

            • 3. Re: Stuck on "File Download Started"
              brian.taylor.support SupportEmployee

              Hello,

               

              Were you able to perform the testing I mentioned in my last post to try to download from your scan results?  Our support team is available over the phone at 801-308-8047 (choose option 3) between 8am-8pm M-F (excluding holidays), and we'll be happy to help you out.

               

              Thanks,

              Brian

              • 4. Re: Stuck on "File Download Started"
                chelch Rookie

                Hi Brian,

                 

                Cancelling that scan, then right-clicking that patch in my scan results and choosing download didn't make it complete

                • 5. Re: Stuck on "File Download Started"
                  brian.taylor.support SupportEmployee

                  Hello,

                   

                  To clarify, did the console download work, or did it get stuck there?  If the file is on the console, click Tools > Options > Distribution Servers, select the job that syncs the patches to that Distribution Server, and click Run now to make sure the patch is on the Distribution Server for the target to pull down.  If that doesn't work, go ahead and give us a call and we'll dig in with you to see what's going on.

                   

                  Thanks,

                  Brian

                  • 6. Re: Stuck on "File Download Started"
                    chelch Rookie

                    Hi Brian,

                     

                    I tried downloading the patch first via the console and then manually syncing the distribution server. Same issue. Still gets stuck on scheduled and never completes

                    • 7. Re: Stuck on "File Download Started"
                      brian.taylor.support SupportEmployee

                      Hello,

                       

                      Were you able to give us a call so we could look into it with you?

                       

                      Thanks,

                      Brian

                      • 8. Re: Stuck on "File Download Started"
                        chelch Rookie

                        Hi Brian,

                         

                        Busy Tuesday back in the office but I did some more troubleshooting. I ran through your steps again and it seemed to work. So what I did was in order...

                         

                        1) Manually downloaded patch from console while under "view, machines".

                        2) Ran distribution sync from options menu

                        3) Right clicked the patch I downloaded and selected "deploy, selected patch".

                         

                        So a few questions.....

                         

                        1) Is it normal to have to manually download the patch before right clicking the patch and selecting "deploy, selected patch"?

                         

                        2) Is there some type of automated task in the software that can automatically download the patches at a specific time so I don't have to manually download them?

                         

                        3) Following the above procedure I do not see anything in the "STDeploy.log" on the machine the patch was applied to that indicates the patch was being copied from the distribution server i setup. Is there another log I would need to look at to verify this?

                         

                        Thanks!

                        • 9. Re: Stuck on "File Download Started"
                          brian.taylor.support SupportEmployee

                          Hello,

                           

                          For #1, the file may have already been downloaded on your console, but it hadn't ever been synced over to your Distribution Server, so your target couldn't pull it from there.  So, since you're relying on a Distribution Server, it would be a good idea to make sure everything is downloaded and synced over before your deployment.

                           

                          For #2, there is a way to automate it somewhat, but it's not perfect.  First, you click Tools -> Options -> Downloads, and schedule an automatic download of Core engines/definitions in the bottom pane.  Then check "Predictive patch downloads" next to the buttons at the top of that pane.  Predictive Patch works to guess what you need and preemptively download those patches every time that definitions download runs so ideally you have patches downloaded before you need them (see this doc for more info).  While you've still got the Options window open, click the Distribution Servers tab and double-click the Distribution Server you want to sync those patches to.  In the bottom pane of that window, check the "Synchronize with Predictive Patch" option to sync preemptively to your Distribution Server as well.

                           

                          For #3, yes, you should see an entry in C:\Windows\ProPatches\Logs\STDeploy.log much like your first log entry, only instead of the error you saw, you should see it complete successfully, like this:

                           

                          2018-05-31T01:44:35.0169509Z 0d34 V SingleFileDownload.cpp:136 Performing download to 'C:\Windows\ProPatches\Patches\<patch file name>'.

                          2018-05-31T01:44:35.0481969Z 0d34 V SingleFileDownload.cpp:209 Copied \\DistributionServer\Path\<patch file name> to C:\Windows\ProPatches\Patches\<patch file name>

                          2018-05-31T01:44:35.0481969Z 0d34 I DeploymentFileSetDownloader.cpp:109 File '<patch file name>' ('x' bytes): download completed successfully

                           

                          Wherever it downloads it from, you'll see if after the "Performing download" line.

                           

                          Does that help?

                           

                          Thanks,

                          Brian