Elements Software Updater fails to download update with Status “file_download_failed” or “Could not download update”

Issue:

Elements Endpoint Protection Software Updater fails to download update with Status "file_download_failed" or "Could not download update"

Resolution:

If Software Updater shows "file_download_failed" or "Could not download update" error for an update, then the reason is most likely that the device is unable to access the vendor's site due to the connection being blocked. Elements Endpoint Protection Software Updater by default tries to download the update directly from the vendor's site, so the devices need to be able to access them to download the updates. 

If your device require a proxy to access the internet, you need to set up the proxy address in the Elements profile.

Note: Please verify if HTTP proxy is needed for outbound traffic. If so, please add the HTTP proxy address in the assigned profile

1. Log in to the Elements Security Center portal
2. Navigate to the Security configurations > Profiles page
3. Open the profile that is in use on the devices
4. Go to the Communications settings page
5. In the Software updater communication settings section, set Use HTTP proxy as Remotely managed
6. Enter the proxy address in the Proxy servers and WithSecure Connectors section by clicking Add address
7. Enable Software Updater proxy
8. Click Save profile

If you need to use a username and password (they are optional), the format is:

• http://[user[:password]@]host:port 

Examples:

• http://myproxy.com
• http://myproxy.com:8080
• http://johndoe@myproxy.com
• http://johndoe:secretpassword@myproxy.com