Verifying proxy settings for download issues in Shavlik Protect

Symptoms

• You are unable to download definitions or patch files.
• When using a proxy, download errors 403 and 407 display.
• Errors found in STProtect.managed.log on a console system or STAgentUpdater.log file for an agent.
  
  Note: Logs can be found in these directories:

 

Protect 8.x

• Windows 7, 2008, or Vista: C:\ProgramData\Shavlik Technologies\Logs
• Windows 2003 or XP: C:\Documents and Settings\All Users\Application Data\Shavlik Technologies\Logs

 

Protect 9.x

• Windows 7, 2008, or Vista: C:\ProgramData\LANDesk\Shavlik Protect\Logs
• Windows 2003 or XP: C:\Documents and Settings\All Users\Application Data\LANDesk\Shavlik Protect\Logs

Cause

In cases where the console is installed in location that employs an HTTP proxy to access the Internet, the console services (which include data file download and sync) do not read or reference any per-user proxy address information. There is no feature to set proxy address information in the Protect user interface. You can, however, set proxy credentials.The reason is that there may be multiple users, and their configuration may or may not be correct for running services. At this time, the correct way to configure proxy addresses for console services is to add the following Xml under the base< configuration> element to either the STServiceHost.exe.config (console services) or the machine.config (machine wide) configuration file.For more information, see: http://msdn.microsoft.com/en-us/library/kd3cf2ex.aspx.

Resolution

If your proxy server requires authentication, go to Tools> Options and select the Proxy tab and check Use proxy and set your Console credentials . When you click Save, these credentials are encrypted and supplied to the console services for automatic file download and sync. Every time a console user performs this step, the service's proxy credentials are so updated.To configure machines with Protect Agents to use a proxy, complete the appropriate set of steps:

XP/2003

1. Establish the proxy settings in Internet Explorer on the target machine.
2. Ensure the proxy settings are working in Internet Explorer.
3. Open a command prompt window.
4. Type proxycfg without parameters to display WinHTTP proxy settings.
5. Type proxycgf -u to transfer the Internet Explorer proxy settings.
   
   Note: The settings should take effect on the target machine's next HTTP download attempt, and should remain in effect until you reset it.
6. Type proxycfg -d to make WinHTTP no longer use the proxy server.
7. Reset Internet Explorer.

x64 versions of XP/2003

1. Establish proxy settings in Internet Explorer on the target machine.
2. Ensure the proxy settings are working in Internet Explorer.
3. Open a command prompt window.
4. Type %windir%\SysWOW64\proxycfg without parameters to display WinHTTP proxy settings.
   
   Note: The Shavlik Agent uses WinHTTP to download.
5. Type %windir%\SysWOW64\proxycfg -u to transfer Internet Explorer proxy settings.
   
   Note: This setting should take effect on the target machine's next HTTP download attempt, and should remain in effect until you reset it.
6. Type %windir%\SysWOW64\proxycfg -d to prevent WinHTTP from using the the proxy server.
7. Reset Internet Explorer.

x86 versions of Vista/2008/ Windows 7/ Windows 8

Note: ProxyCfg is replaced by netsh winhttp.

1. Establish proxy settings in Internet explorer on the target machine.
2. Ensure the proxy settings are working in Internet Explorer.
3. Open a command prompt window.
4. Type netsh winhttp show proxy to display WinHTTP.
5. Type netsh winhttp import proxy source=ie to transfer Internet Explorer proxy settings.
   
   Note: This setting should take effect on the target machine's next HTTP download attempt, and should remain in effect until you reset it.
   
   
6. Type netsh winhttp reset proxy to prevent WinHTTP from using the proxy server.
7. Reset Internet Explorer.
   

x64 versions of Vista/2008/Windows 7/ Windows 8 / 2012

1. Establish proxy settings in Internet explorer on the target machine.
2. Ensure the proxy settings are working in Internet Explorer.
3. Open a command prompt window.
4. Type %windir%\SysWOW64\netsh winhttp show proxy to display WinHTTP proxy settings,
5. Type %windir%\SysWOW64\netsh winhttp import proxy source=ie to transfer your Internet Explorer proxy settings.
   
   Note: This setting should take effect on the target machine's next HTTP download attempt, and should remain in effect until you reset it.
   
   
6. Type %windir%\SysWOW64\netsh winhttp reset proxy to prevent WinHTTP from using the proxy server.
7. Reset Internet Explorer.

Additional Information

Examples of errors you may see in the logs pertaining to this issue:

SingleFileDownload.cpp:281 Error 0x2ee2 downloading
Failed in SendRequest, error: Please verify your proxy setup is correct.
Download with Proxy -  SendRequest failed with a return code of 12002
Reason: Unknown error: 12002

or

Failed in SendRequest, error: Please verify your proxy setup is correct.
Download with Proxy -  SendRequest failed with a return code of 12029

Product Versions

vCenter Protect Advanced 8.x

vCenter Protect Standard 8.x

Shavlik Protect Advanced 9.x

Shavlik Protect Standard 9.x