If the error occurs at the beginning of the download or if the download does not initiate, it could be caused by the following:

• There is an internet security program or hardware issue preventing the Software Delivery Manager from connecting the server. 
• Firewalls, proxy servers, anti-virus and Internet settings can cause this message to be displayed.
• Software Delivery Manager might be out of date and cannot update. You should uninstall and reinstall Software Delivery Manager.
  • See our article for more information on how to uninstall and reinstall Software Delivery Manager.

To verify correct access, check the following:

• Ports 80 and 443 should be open for inbound and outbound traffic request.
• The following sites should be added to your proxy server or firewall list.
  • It is also recommended to add the following sites to your trusted sites list in Internet Options.
    • See our article for instructions on adding trusted sites.
      • az650297.vo.msecnd.net
      • az688053.vo.msecnd.net
      • *.prosystemfx.com
      • *.cch.com
      • *.cchgroup.com
• The following file should be allowed outbound communication requests:
  • CCH.Pfx.NGDeploy.Client.ClientAgent.exe
    • This file is located in the following default location:
      • Windows 32-bit Operating System: C:\Program Files\WK\Software Delivery Manager.
      • Windows 64-bit Operating System: C:\Program Files (x86)\WK\Software Delivery Manager.

If the error occurs after the download has started, verify the following:

• A backup program (such as Carbonite) is trying to backup the file as it is being downloaded.
• Ensure that any backup program is paused while the download is running or an exception for the Software Delivery Manager's download location is excluded.
• By default, the location will be C:\Users\[User ID}\Documents\ProSystemFxSoftware.
  • This can be changed in Settings within the Software Delivery Manager.
• Ensure that the Anti-virus allows the CCH.Pfx.NGDeploy.Client.ClientAgent.exe to have outbound communication requests.
  • Verify that it is not scanning the download location.
• The Internet connection is interrupted.
  • Please ensure that connectivity and restart the download.
• Check your disk space. 
  • This error can occur if there is not enough disk space to download. 
  • It may be necessary to remove previous downloaded files from the Software Delivery Manager to complete the download.
  • See our article for information on what downloads to keep and where downloads are located.