Installer error during file download operation (-536870890)

[SDutt]

Hello,

When our product is being installed at a particular customer location, they are getting this error during a file download operation: -536870890.
They are using ZScaler, I'm told.

Please see attached snapshot (please note that I have erased the product name and the URL in the snapshot, but the error is visible.). If you need the URL, we will email this to you separately.

Also, please note that this error did not show up during our internal testing, and at some other customer locations. The actual URL in question is reachable, and the file downloads fine in our environment.

Appreciate any help on this issue.

Thanks in advance,
SDutt

Dwld_err.png (28.95 KiB) Viewed 1752 times

[Catalin]

Hello SDutt,

he actual URL in question is reachable, and the file downloads fine in our environment.

Since this happens only one one customer's machine, then the issue is most likely related to their machine.

Is the same URL reachable on the customer machine? Does the download work manually over there?

Here are a few things that the customer can try:

• whitelist the download URL in ZScaler - the customer's IT admin needs to add an exception/bypass for the URL your installer downloads from. This would be the most ideal fix, in my opinion.

• whitelist by domain. If the file is on Azure Blob, S3, or your own domain, the admin might be able to bypass SSL inspection for that domain

• disable SSL inspection for the app. The IT team might be able to exclude your installer's process from ZScaler's HTTPS inspection policy

The customer's IT/network admin needs to handle this - it's most likely a ZScaler policy configuration issue, not a problem with the installer itself.

Hope this helps!

Best regards,
Catalin