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Electronic Software Delivery (ESD) provides a method for downloading SAS^® software. The information provided below is general troubleshooting information. For information about your SAS order, see your original Software Order E-mail (SOE).

SAS^® Download Manager

If your Windows operating system is Windows Vista or later, you might have to right-click the esdclient.exe file and select Run as administrator.

It is very important that you locate your original SOE or contact your SAS Installation Representative at your site for the correct order and SAS Installation Key to download the software.

You cannot use the Renewal Order Number. The renewal order is a license update and cannot be used to download software.

Download Times

Error When Copying SAS Software Depot to a Network

Error Copying File or Folder 
Cannot copy autorun: Access is denied.

Make sure the disk is not full or write-protected and that the file is not currently in use.

AVG Anti-Virus Resident Shield Errors

The requested operation cannot be performed on a file with a user-mapped section open.

Invalid Order or Key Error

The order information could not be retrieved. Possible problems include 
the order number and installation key not being correct, a network problem, or some other error. Please contact SAS Technical Support. See the SOE for contact information.

• When an invalid Order Number or Installation Key is used. Check the SOE to verify that you are entering the Order Number and Installation Key correctly.
• When the Order Number and Installation Key are from a Renewal Order E-mail. Verify whether you are using information from an SOE or a Renewal Order E-mail.

For more information about SOE and Renewal Order E-mails, see SAS Note 34571, "An error message appears when attempting to perform Electronic Software Delivery to download SAS® software with a renewal order."

Proxy Server Authentication Error

Connection to SAS Not Established.
This proxy requires authentication. Please provide your proxy userid and password.

Download Count Exceeded Error

Maximum number of downloads for this order has been exceeded.  
Please contact SAS tech support for further assistance.  Refer to software order email for contract information.

For more information about this error, see SAS Note 31508, "A 'Maximum number of downloads for this order has been exceeded' error occurs when using Electronic Software Delivery (ESD)."

Information to Provide to SAS Technical Support

• Your Order Number and SAS Installation Key (These can be found in the SOE.)
• SDW_date-time.log file and esdclient_date-time.log file. The locations for these files are as follows:

For Windows Vista, Windows 7, and Windows Server 2008 operating environments:

C:\users\userid\appdata\local\sas\sasdeploymentwizard\

For Windows XP and Windows Server 2003 operating environments:
C:\Documents and Settings\userid\Local Settings\Application Data\SAS\SASDeploymentWizard\

Some files and folders are hidden, by default. You might need to change your settings to view those files, as follows:

For Windows Vista, Windows 7, and Windows Server 2008 operating environments:
1. Select Organize ► Folder and search options.
2. In the Folder Options dialog box, click the View tab.
3. In the Advanced Settings list, select Show hidden files, folders and drives and uncheck Hide extensions for known file types.
4. Click OK to exit the Folder Options dialog box.

For Windows XP and Windows Server 2003 operating environments:
1. Select Tools ► Folder Options.
2. In the Folder Options dialog box, click the View tab.
3. In the Advanced Settings list, deselect Hide extensions for known file types and select Show hidden files and folders.
4. Click OK to exit the Folder Options dialog box.


• SDWPREFS.txt file

  This file is located in the same location as the SDW.log file.

  Note: Additional debugging information can be generated to the SDW.log file by canceling the SAS Download Manager and then performing the following steps:

  1. Run the SAS Download Manager executable file.
  2. In the Choose Language dialog box, press and release the 2 key on your keyboard and then click OK.
  3. Click Download.

  The SDW.log file then contains additional information that might be helpful in debugging the problem.

  Contact SAS Technical Support for assistance and be prepared to provide your Order Number, Installation Key, and SDW.log file.

Operating System and Release Information