Symptoms

When you run Help > Refresh Files in Protect you see that some files are failing to download, but other files are downloading fine.

Within the ST.Protect.managed.user@domain.log, you may see logging such as the following for file(s) failing to download:

2014-11-10T23:10:06.9996869Z 0005 V SingleFileDownload.cs:506|Downloading from 'http://xml.shavlik.com/data/Protect/v9/91/manifest/protect.manifest.cab' to 'protect.manifest.xml (C:\Users\user\AppData\Local\Temp\ec2fdb9d-c9ce-422a-b37e-8c1867c33424st.tmp)'.

2014-11-10T23:10:07.0152958Z 0005 V FileSetDownload.cs:388|Waiting on downloads to complete, mutex 'Global\VersionsFileSet{FA4000E8-E831-4752-9F9B-7F49B46CBE09}'.

2014-11-10T23:10:07.1400928Z 0006 W SingleFileDownload.cs:673|Package containing 'protect.manifest.xml' failed. Trying discrete file.

2014-11-10T23:10:07.1400928Z 0006 V SingleFileDownload.cs:506|Downloading from 'http://xml.shavlik.com/data/Protect/v9/91/manifest/protect.manifest.xml' to 'protect.manifest.xml (C:\Users\user\AppData\Local\Temp\ec2fdb9d-c9ce-422a-b37e-8c1867c33424st.tmp)'.

2014-11-10T23:10:07.1400928Z 0006 V SingleFileDownload.cs:558|Package fallback to individual file 'http://xml.shavlik.com/data/Protect/v9/91/manifest/protect.manifest.xml'.

2014-11-10T23:10:08.5284839Z 0006 W FileIntegrityCheck.cs:83|More then one valid X509 certificate was found in the document

2014-11-10T23:10:08.5284839Z 0006 V SingleFileDownload.cs:433|Downloaded, failed signature check, and deleted 'protect.manifest.xml (C:\Users\user\AppData\Local\Temp\ec2fdb9d-c9ce-422a-b37e-8c1867c33424st.tmp)'.

2014-11-10T23:10:08.5440822Z 0006 E WorkItemManifestDownload.cs:186|Error: File not downloaded: protect.manifest.xml

Error reason: File 'C:\ProgramData\LANDESK\Shavlik Protect\Console\DataFiles\protect.manifest.xml' failed signature check: http://xml.shavlik.com/data/Protect/v9/91/manifest/protect.manifest.xml

Cause

There is a proxy or web filter blocking the download or providing a cached download of a file that Protect needs to get from the internet.

Resolution

• Can you manually download the file from Internet Explorer?
  • The ST.Protect.managed.user@domain.log should contain the link where the file is being obtained from.
  • In the example above, this is: http://xml.shavlik.com/data/Protect/v9/91/manifest/protect.manifest.cab
  • This document also contains the download URL of the files downloaded during the Refresh Files operation.
• Check if you are using a proxy and work with your networking team to ensure these downloads are not being blocked or cached.
  • Verify the settings in Internet Explorer > Tools > Internet Options > Connections > LAN Settings.
  • The website http://www.whatismyproxy.com/ is a good resource to see if a proxy is in use.
  • Refer to document: Verifying proxy settings for download issues in Shavlik Protect

Additional Information

If it's possible to allow exceptions for specific URLs in your proxy or web filter, refer to this document:

Shavlik Protect firewall and proxy exceptions URL list

Affected Product(s)

Shavlik Protect 9.x