Unable to Download Dell Threat Defense Files from the Remote Console
Summary: This article describes an issue where users cannot download Dell Threat Defense files due to a browser security implementation.
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This article does not apply to
Symptoms
Note:
- As of May 2022, Dell Threat Defense has reached End of Maintenance. This article is no longer updated by Dell. For more information, reference the Product Life Cycle (End of Support / End of Life) Policy for Dell Data Security. If you have any questions on alternative articles, either reach out to your sales team or contact endpointsecurity@dell.com.
- Reference Endpoint Security for additional information about current products.
Affected Products:
- Dell Threat Defense
Cause
Due to the browser security implementations, there is no activity after choosing to download threat files.
Example:
- From within the Dashboard in Remote Console, click a threat, in this case GWL.exe.
Figure 1: (English Only) Threat Classifications
- In the Actions pane, click Download File.
Figure 2: (English Only) Threat Details
- On the Action Confirmation window for the download, click Yes. The Action Confirmation button disappears, but the download does not occur.
Figure 3: (English Only) Action Confirmation
Resolution
To work around this, use the Developer Tools options from within the browser to download threat files. The following example is using the FireFox browser.
- From within the FireFox browser, press the F12 key to bring up the Developer Tools window at the bottom of the screen before pressing the Yes option to download the file in the Action Confirmation window.
Figure 4: (English Only) Developer Tools
- Click the Yes button that is highlighted in blue to start the download.
- In the Developer Tools window, click the line that starts with Download of "https…"
Figure 5: (English Only) Download of…
- A standard dialogue box appears and allows the user to download the file, choosing the Save File option.
Figure 6: (English Only) Save File
To contact support, reference Dell Data Security International Support Phone Numbers.
Go to TechDirect to generate a technical support request online.
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