30950 - General information and troubleshooting for Electronic Software Delivery

Usage Note 30950: General information and troubleshooting for Electronic Software Delivery

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

You can download the SAS^® Download Manager from here. The SAS Download Manager does not work with Microsoft Windows 2000 or Windows XP Home Edition. In order to install software on machines that use those operating systems, install and run the SAS Download Manager on a machine that uses another operating system and then copy the downloaded package to your Windows 2000 or Windows XP Home Edition machine.

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

The amount of time that it takes to download the software depends on a number of factors, including the products that you have licensed and the available bandwidth of your network. The full order of all products is between 5GB and 6GB, which could take approximately 1 hour to download on a T3 line. If you are using a dial-up modem with 56KB of bandwidth, the download could take several hours. Most orders will be smaller in size (averaging 3–4 GB), which will not take as long to download.

Error When Copying SAS Software Depot to a Network

An Access is denied error occurs when you copy a SAS Software Depot to a network. After you download your order, you can copy the order to a network. If you receive the following error message, then check to see whether your antivirus software is McAfee VirusScan.

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.

For more information about this issue, see SAS Note 31427, "An 'Access is denied' or 'Copy Failure' error message occurs when copying a SAS Software Depot or admin/client image to a network."

AVG Anti-Virus Resident Shield Errors

During the download, the ESD process might encounter errors because of the AVG Anti-Virus Resident Shield settings. You might receive Extraction aborted and Attempting retry messages that repeat several times. You might also receive the following message:

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

For more information about the AVG Anti-Virus Resident Shield settings and the ESD, see SAS Note 41065, "The Resident Shield component of AVG Anti-Virus might cause errors during the download process of a SAS® Electronic Software Delivery."

Invalid Order or Key Error

During a download, the following error message might appear:

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.

This error occurs in the following instances:

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

The SAS Download Manager might not connect through a proxy server that requires authentication. The following error appears:

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

For more information about this issue, see SAS Note 30665, "Electronic Software Delivery (ESD) might not work when a proxy server requires authentication."

Download Count Exceeded Error

When you perform multiple downloads using ESD, the following error message might appear:

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

When you are troubleshooting ESD issues, provide the following information 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\

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:

Select Organize ► Folder and search options.
In the Folder Options dialog box, click the View tab.
In the Advanced Settings list, select Show hidden files, folders and drives and uncheck Hide extensions for known file types.
Click OK to exit the Folder Options dialog box.

Select Tools ► Folder Options.
In the Folder Options dialog box, click the View tab.
In the Advanced Settings list, deselect Hide extensions for known file types and select Show hidden files and folders.
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.

For additional FAQs about the SAS 9.2 Software Request Web site, see SAS Note 30882, "Frequently asked questions about SAS^® 9.2 Electronic Software Delivery."

Operating System and Release Information

Product Family	Product	System	Product Release		SAS Release
Product Family	Product	System	Reported	Fixed*	Reported	Fixed*
SAS System	SAS Download Manager	Windows Vista	1.2		9.1 TS1M3
		Microsoft Windows XP Professional	1.2		9.1 TS1M3
		Microsoft Windows Server 2003 Standard Edition	1.2		9.1 TS1M3
		Microsoft Windows Server 2003 Enterprise Edition	1.2		9.1 TS1M3
		Microsoft Windows Server 2003 Datacenter Edition	1.2		9.1 TS1M3

* For software releases that are not yet generally available, the Fixed Release is the software release in which the problem is planned to be fixed.

Date Modified:	2011-09-08 13:23:20
Date Created:	2008-01-16 16:56:36

Type:	Usage Note
Priority:

Knowledge Base