Patches are approved but will not install, PatchManager.log shows ""Error[Failed to copy install files to wua's cache]""

Last Modified

Mon Jan 28 14:49 GMT 2019

Description

  • Patches are approved but will not install
  • PatchManager.log shows the following error:
    • Error[Failed to copy install files to wua's cache] 
    • OR:
    • \Retrieved_Files_PANROOM_20181001183637\Program Files (x86)\N-able Technologies\Windows Agent\log\PatchInstall.log (10 hits)
          Line 110: [73] 2018-10-01 17:22:37,497 <<*>> (1) Title[FlashActiveX 31.0.0.108] Guid[8326a1f0-674d-49b6-81eb-6c090b523fbb] Approval[Install] CurrentState[OnSchedule] Error[Failed to download from cache.]
          Line 130: [73] 2018-10-01 17:32:37,653 ERROR Mngr::DownloadFromCache => Guid[8326a1f0-674d-49b6-81eb-6c090b523fbb.1] Title[FlashActiveX 31.0.0.108] is not cached
          Line 1393: [85] 2018-10-01 17:37:09,549 <<*>> (1) Title[FlashActiveX 31.0.0.108] Guid[8326a1f0-674d-49b6-81eb-6c090b523fbb] Approval[Install] CurrentState[OnSchedule] Error[Failed to download from cache.]
          Line 1413: [85] 2018-10-01 17:47:09,704 ERROR Mngr::DownloadFromCache => Guid[8326a1f0-674d-49b6-81eb-6c090b523fbb.1] Title[FlashActiveX 31.0.0.108] is not cached
          Line 2676: [87] 2018-10-01 17:52:12,488 <<*>> (1) Title[FlashActiveX 31.0.0.108] Guid[8326a1f0-674d-49b6-81eb-6c090b523fbb] Approval[Install] CurrentState[OnSchedule] Error[Failed to download from cache.]
          Line 2696: [87] 2018-10-01 18:02:12,683 ERROR Mngr::DownloadFromCache => Guid[8326a1f0-674d-49b6-81eb-6c090b523fbb.1] Title[FlashActiveX 31.0.0.108] is not cached
          Line 3959: [95] 2018-10-01 18:07:08,821 <<*>> (1) Title[FlashActiveX 31.0.0.108] Guid[8326a1f0-674d-49b6-81eb-6c090b523fbb] Approval[Install] CurrentState[OnSchedule] Error[Failed to download from cache.]
          Line 3979: [95] 2018-10-01 18:17:08,961 ERROR Mngr::DownloadFromCache => Guid[8326a1f0-674d-49b6-81eb-6c090b523fbb.1] Title[FlashActiveX 31.0.0.108] is not cached
          Line 5243: [89] 2018-10-01 18:24:31,351 <<*>> (1) Title[FlashActiveX 31.0.0.108] Guid[8326a1f0-674d-49b6-81eb-6c090b523fbb] Approval[Install] CurrentState[OnSchedule] Error[Failed to download from cache.]
          Line 5263: [89] 2018-10-01 18:34:31,507 ERROR Mngr::DownloadFromCache => Guid[8326a1f0-674d-49b6-81eb-6c090b523fbb.1] Title[FlashActiveX 31.0.0.108] is not cached

Environment

  • N-able N-central
  • Patch Management

Solution

  • This is showing that the affected device is having issues downloading the patch from the probe. This may be caused by:
    • Patch Cache size not big enough
    • corrupt metadata on the probe
    • corrupt downloads on the probe such as interference by IDS, DPI, AV
    • The profile setting Allow Updates to Be Downloaded Directly from External Sources as Needed: is disabled so the cache is the only source (and failing)
  • To access the Probe Settings, you’ll need to follow this procedure:
  • 1) Navigate to the appropriate customer level for the client at which your probe resides
    2) Expand out Adminstration form the left-hand menu
    3) Select the Probe option
    4) Select the probe who’s settings you’d like to change
    5) Select the Caching tab
    6) If it’s not enabled, select the Enable Patch Data Persistence checkbox
    7) Adjust the Maximum Patch Cache Size and Cache Location as appropriate for your environment
    8) Click Save at the bottom of the page to save your settings
     
  • In some cases you may want to disable / delete the Probe Cache.
  • 1) Navigate to the appropriate customer level for the client at which your probe resides
    2) Expand out Adminstration form the left-hand menu
    3) Select the Probe option
    4) Select the probe who’s settings you’d like to change
    5) Select the Caching tab
    6)Disable Patch Data Persistence:
    7) Click Save at the bottom of the page to save your settings
     
  • To resolve this, please delete the patch cache from both the device as well as the probe
  • For more information on how to do this please see this article:
  • Another option, especially if this is affecting multiple devices, would be to allow the devices to communicate externally for updates if they're having issues retrieving the patch from the probe
  • This can be done by doing the following:
    1. Locate the device in question
    2. Select Settings
    3. Select Patch Management
    4. Select View/Edit
    5. Under the Communicate Externally For Updates section, enable the Allow Updates to Be Downloaded Directly from External Sources as Needed option
    6. Input in an appropriate value for the Time to Try to Reach a Probe Cache Before Using External Sources option
    7. Select Save