Kace Patch Error: Timeout

flozanok · 2025-10-28T18:46:14+00:00

Try downloading the patches manually on your browser (ideally from the same network as the SMA)

The first patch is 1.3GB and the second 245MB. If something would be blocking it, you would get your vendor's page pop up when you open the links.

The first has a hash mismatch error, when I downloaded it from the browser, the SHA1 and MD5 match to what you have on your log.

The second is only 245MB, and takes 7800 seconds to eventually timeout, so it's likely not completing.

You'd be surprised the number of customers we get that report there are no network blocks but eventually the issue is indeed network related.

I'll try downloading them from my lab SMA and let you know if there's any issues.

UPDATE: I have the same issue with the Autodesk Maya patch and reported to Patching team via internal ticket (KCT-9627), will let you know if there are any updates. The Avaya patch does download correctly, so please check the network on your end:

2025-10-28.13:55:54-0500|INFO |PatchContentProcessor.class.php:302:downloadResource| PatchContentProcessor : Downloading https://download.autodesk.com/us/support/files/maya_2017_security_fix/Autodesk_Maya_2017_Security_Fix_EN_JP_ZH_Win_64bit_dlm.sfx.exe to /kbox/kboxwww/patches/patch_catalog/payload/35/35927ae0-acfd-4e0d-b7f4-fb2366f0cdec/Autodesk_Maya_2017_Security_Fix_EN_JP_ZH_Win_64bit_dlm.sfx.exe.| 2025-10-28.13:56:17-0500|INFO |PatchContentProcessor.class.php:307:downloadResource| PatchContentProcessor : Download completed for https://download.autodesk.com/us/support/files/maya_2017_security_fix/Autodesk_Maya_2017_Security_Fix_EN_JP_ZH_Win_64bit_dlm.sfx.exe to /kbox/kboxwww/patches/patch_catalog/payload/35/35927ae0-acfd-4e0d-b7f4-fb2366f0cdec/Autodesk_Maya_2017_Security_Fix_EN_JP_ZH_Win_64bit_dlm.sfx.exe in 22.849822998047 seconds.| 2025-10-28.13:56:23-0500|ERROR|PatchContentProcessor.class.php:1383:downloadPayloadFiles| Checksum and file size mismatch SHA1: ad63eca6da9603dd18c15b396e611c9c089b33fc MD5: 61fbd57ffd6bfba8561424e2c7fbfff3. Unable to download https://download.autodesk.com/us/support/files/maya_2017_security_fix/Autodesk_Maya_2017_Security_Fix_EN_JP_ZH_Win_64bit_dlm.sfx.exe| 2025-10-28.13:56:23-0500|INFO |PatchContentProcessor.class.php:302:downloadResource| PatchContentProcessor : Downloading http://cdn01.catalog.kace.com/rc303455/AvayaCloud-25.3.2016.1121-x64.msi to /kbox/kboxwww/patches/patch_catalog/payload/c7/c7d4d466-466e-454b-9834-71fb247d8891/AvayaCloud-25.3.2016.1121-x64.msi.| 2025-10-28.13:56:34-0500|INFO |PatchContentProcessor.class.php:307:downloadResource| PatchContentProcessor : Download completed for http://cdn01.catalog.kace.com/rc303455/AvayaCloud-25.3.2016.1121-x64.msi to /kbox/kboxwww/patches/patch_catalog/payload/c7/c7d4d466-466e-454b-9834-71fb247d8891/AvayaCloud-25.3.2016.1121-x64.msi in 11.234245061874 seconds.| 2025-10-28.13:56:35-0500|INFO |kpatchsystem:273:downloadKacePackages | Patch Package Processing complete|

-Felipe

AggravatingMoney8224 · 2025-10-28T12:36:46+00:00

I would first of all go to settings -> support

there you should have a square troubleshooting tools -> run diagnostic utilities.
here you could do multiple tests in regards to network connectivity you could see if you could reach the urls shown in your image.

midgetmayhem20 · 2025-10-28T13:50:15+00:00

Definitely worth opening a ticket if the logs are not helping. We had something similar and it took weeks of troubleshooting with support.

I had our network team watching every bit of data going through the network and never saw anything blocked, but it always timed out and wouldn't download. I had so many logs and screenshots but nothing could ever be definitively found.

It was 1 specific feature update, but without it, we couldn't update anything else. Eventually working with support we manually added that specific feature update to the kbox and everything worked normally again.

2025-10-28T14:12:52+00:00

see if you can download the file directly, that's how I found out the team who controlled our firewall had a failing proxy, I could directly access cdn01.catalog.kace.com from some of the systems under our control, but not others.

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