Symptoms

You encounter download timeout failures when performing a Help - Refresh Files, Patch Download from vendor, Distribution Server or customer URL location.

You would see this in the GUI:

"Error reason: The request was aborted: The request was canceled.:"

You would see this in the ST.Protect.Managed*.log:

"Download did not complete. No activity took place in 25 seconds. Number of retries available is 0."

Cause

The inactivity timeout of 1 minute has been reached due to a slow connection.

Resolution

Increase the download inactivity by following these instructions.

1.  Navigate to the install folder for Protect.  The default location is: C:\Program Files\LANDesk\Shavlik Protect

2.  Make a backup the STEnvironment.config files.  Creating a zip of the file in the same folder is usually the easiest method.

3.  Edit the STEnvironment.config file using NotePad.

You will be inserting downloadInactivityTimeout="00:01:00" into the config file.  We suggest inserting it after the 'dataFilesDirectory' information and before 'helpRUIFormat' as depicted below:

dataFilesDirectory="C:\ProgramData\LANDESK\Shavlik Protect\Console\DataFiles"downloadInactivityTimeout="00:01:00"helpUriFormat="http://xmldev.shavlik.com/protect/92/{0}/{1}"

4.  Increase the inactivity timeout by modifying "00:01:00" (HH:MM:SS format)

5.  Save the STEnvironment.config file and restart the Shavlik Protect Console service.

You can test again once these steps are complete.  Revert back to your backup STEnvironment.config if you wish to undo these settings.

Affected Products

Shavlik Protect 9.1.4446