> Source: [sk110539](https://support.checkpoint.com/results/sk/sk110539)

# sk110539 - "the package was not downloaded, make sure you are connected to the server" error message when fail to export Endpoint Security Client package from SmartEndpoint

| Property | Value |
|----------|-------|
| Solution ID | sk110539 |
| Date Created | 2016-05-31 |
| Last Modified | 2022-07-11 |
| Technical Level | Advanced |
| Products | Endpoint Security |
| Versions | Cloud, E89.X, E88.X, R82.10, R82, R81.20 |
| OS | Windows, Gaia |

## Symptoms

- * Fail to export Endpoint Security client package from SmartEndpoint. Error message: "`The package was not downloaded, make sure you are connected to the server`".

* SmartEndpoint Logs.txt shows: `[ERROR] [SecureFTPManager.EnsureFilesWereDownloadedOrHalt]: File was not downloaded. Retry failed.`

## Cause

There are two optional reasons for this problem:

1. After Endpoint Security Server migration, certain MSI files do not exist on the new server. Endpoint Security Client package from SmartEndpoint cannot be exported due to these missing MSI files.  

2. Missing Endpoint Security Client package files in the **Package Repository** .   
   The package file size shows **0** bytes.  

   ![](https://sc1.checkpoint.com/sc/SolutionsStatics/sk179660/Screenshot_4202207071502471.jpg)

**Note:** This error can also be displayed because of missing permissions on the machine from which the console is run.

## Solution

This solution requires authentication. Please log in to view the full solution.

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