> Source: [sk122489](https://support.checkpoint.com/results/sk/sk122489)

# sk122489 - "The package was not downloaded, make sure you are connected to the server" error message when downloading the Endpoint installation package from the SmartEndpoint Console

| Property | Value |
|----------|-------|
| Solution ID | sk122489 |
| Date Created | 2018-01-29 |
| Last Modified | 2021-07-27 |
| Technical Level | General |
| Products | Endpoint Security |
| Versions | Cloud, E89.X, E88.X |

## Symptoms

- When the user tries to download the Endpoint installation package from the SmartEndpoint Console, the download fails with the following error: `"The package was not downloaded, make sure you are connected to the server."`  

![](https://sc1.checkpoint.com/sc//SolutionsStatics/sk122489/Error message1801280323.png "Error message")

## Cause

1. The Endpoint installation package contains blades that are not included in the user's license.
2. Third-party antivirus software prevents the package from downloading.
3. Old version of .NET Framework is installed on the machine
4. Possible policy corruption.

## Solution

1. Check which blades are included in your license. Exclude blades that are not included in your license from the Endpoint installation package.
2. If you still cannot download the Endpoint installation package, turn off any third-party antivirus software.
3. Update .NET Framework to version 4.6.1 or later.
4. Provide all *SmartEndpoint_Logs.txt\** files to Support for analysis from:

*C:\\Users\\\<User name\>\\AppData\\Local\\CheckPoint\\SmartEndpoint_Logs\\*

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