Environment
ZENworks Configuration Management 2017
Situation
Patch caching may not show as failed when the "payload" file can't download.
Patch remediation bundles are frequently consist of PLS, PLP and "Payload" install file actions. The payload file may be exe, cab etc and is the actual vendor patch.
In environments where a firewall disallows exe files but allows other types, it's possible for the remediation bundle to be created only partially, without the exe file.
In the case that the remediation bundle install actions aren't fully populated end user will see remediate error 20.
Example of error from loader-messages.log:
[DEBUG] [09/20/2017 13:30:49.998] [3150] [ZENLoader] [6183] [] [PatchManagement] [] [com.lumension.scr.exception.UnableToAccesURL: Unable to access URL (Code 403) http://cache.lumension.com/lpmdt/TimKosse/FileZillaClient/3.27.1.0/0/x64/all/Patch-Smart.TimKosseFileZillaClient3.27.1.0_x64.exe
at com.lumension.scr.util.Downloader.downloadFromURL(Downloader.java:551)
at com.lumension.scr.util.Downloader.downloadFromURL(Downloader.java:475)
at com.lumension.scr.util.Airgap.downloadFromURL(Airgap.java:200)
at com.lumension.scr.pojo.Package.getAllPackageFiles(Package.java:953)
at com.lumension.scr.pojo.Package.download(Package.java:382)
at com.patchlink.sapphire.download.SubscriptionDownloadActionHandler.processAction(SubscriptionDownloadActionHandler.java:525)
Resolution
This is fixed in version ZENworks Configuration Management 2017 Update 3 - see KB 7023221 "ZENworks Configuration Management 2017 Update 3 update information and list of fixes" which can be found at https://support.microfocus.com/kb/doc.php?id=7023221
The fix is to show error in ZCC if the patch fails to download properly.
To troubleshoot firewall issues, see
After the firewall settings are fixed, recache the bad patches.