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How to troubleshoot application download failure post deployment?

Issues

  1. The request has timed out (12002)/ The server name could not be resolved (12007).
  2. The attempt to connect to the server failed (12029).
  3. One or more errors were found in the Secure Sockets Layer (SSL) certificate sent by the server (12175).

The request has timed out (12002)/ The server name could not be resolved (12007)

Cause

The Central Server/Distribution Server installed machine is not reachable from the machine from where the download was initiated.

Solution

Ensure that the Central Server is reachable from the target machine by following the steps given below:

  1. Open command prompt.
  2. Execute the following command, ping where central_server_ip is the IP address of the machine where the Central Server is installed.
  3. Ensure that server is reachable using ping statistics. If not, contact your network administrator.

The attempt to connect to the server failed (12029)

Cause

  • For local offices, the https port 8383 on the Central Server installed machine was blocked or used by other services.
  • For Remote office, the https port 8384 on the Distribution Server installed machine was blocked or used by other services.

Solution

 

1. Check the accessibility of port 8383 on Central Server and 8384 on the Distribution Server

From the computer where the media downloader tool was running:

  1. Open the command prompt.
  2. Execute the following command for Central Server, telnet <CentralServerIP> 8383
    example: telnet 192.168.139.116 8383

    Execute the following command for Distribution Server, telnet <DistributionServerIP> 8384

  3. If it opens a blank command prompt, then the port is reachable. If it isn't directed to a blank command prompt, check and ensure that the port is not blocked by an anti-virus/firewall by following the steps given in steps 2 and 3.
How to enable Telnet in Windows?
  1. Open the control panel and navigate to programs and features.
  2. Click on Turn Windows features on or off from the left-hand menu
  3. The Windows features dialog box will appear. Scroll down, Select Telnet client, and click "OK"
  4. This will initiate Telnet client installation. Once this is done, Telnet will be enabled.

 

2. Ensure that the port is not blocked by the Windows defender firewall

This step is to ensure that ports 8383 (Central Server) and 8384 (Distribution Server) are not blocked in both the server-installed machine.

  1. For local offices, go to Central Server installed machine. For remote offices, go to the Distribution Server installed machine.
  2. Navigate to Control panel -> Windows defender firewall.
  3. If the firewall is disabled, proceed with solution #3. If the firewall is enabled, check for an Inbound rule named `Manage Engine Desktop central` with port 8443. If the rule is not present with 8443, add an inbound rule in the firewall to allow traffic to port 8383/8384.
  4. To allow traffic, navigate to Advanced Settings -> Inbound rules -> New Rule.
  5. Under Rule type, select the Port option
  6. Feed in port number 8383/8384 under Specific local ports option
  7. Select Allow the connection.
  8. Specify a name for the inbound rule and click Finish.

3. Ensure the antivirus installed is not blocking the server

Check if port 8383 is blocked by any Anti-virus software for Central server and port 8384 for Distribution Server. If yes, ensure that the antivirus is not blocking communication.

One or more errors were found in the Secure Sockets Layer (SSL) certificate sent by the server (12175)

Cause

Third party certificates on the server are expired

Solution

  1. From the console, go to Admin -> Security Settings -> Advanced.
  2. Click modify on Use third party SSL Certificate.
  3. If the certificate has expired, update the latest certificate.

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