You receive a response code showing "the supplied http header is invalid"

Issue :

When using any version of The Akamai download manager with Internet Explorer it currently has a file size limit of 4GB on the following platform.

  • Internet Explorer - all versions
  • File size greater than 4GB
  • File download over a secure socket layer connection (i.e. HTTPS)

Cause :

There is currently a 4GB file size limitation in the Microsoft WinINet API that is used by the ActiveX version of the Akamai Download Manager when using SSL (http://support.microsoft.com/kb/298618). This only affects using of the Internet Explorer browser when using SSL. All other browsers and platforms currently have a 10GB file size limitation.

Workarounds :

  • Only Internet Explorer is affected. Try your download using a supported browser listed under system requirements on the overview tab. This list includes Firefox, Netscape, Safari, and others.
  • If possible, download the file without using SSL. If the contents of the file being downloaded are sensitive, then this approach is not recommended.

Nothing happens when I click the download link

Cause :

Either your pop-up blocker or a high security setting on your web browser may have stopped the Akamai DLM window from opening.

Workaround :

If you have a pop-up blocker enabled in your web browser or in your Internet toolbar (such as the Yahoo! toolbar or the Google toolbar), you will need to disable your pop-up blocker to start your download.

Note: The download manager can sometimes take up to a minute to load. Please allow time for the initial loading before assuming there is a problem

A blank window or a "File not found" error appears when I start the download

Cause :

A blank window or a "File not found" message will appear if the Akamai detects that your computer does not meet the minimum system requirements to run the Akamai DLM. In most cases JRE or ActiveX controls are not enabled.

Workaround :

To enable your web browser to run the Akamai DLM, see the system requirements listed on the overview tab. You may want to switch to another browser that meets the system requirements to access your download.

When I start downloading, a coffee cup icon appears

Cause :

The Akamai DLM is implemented as a Java Applet in Mozilla Firefox, Apple Safari, Netscape Navigator, and Mozilla. When a Java applet is run for the first time in a web browser session, the Java Run Time Environment (JRE) must start. On most machines, the JRE will start in less than 10 seconds. On slower machines, the JRE can take a few minutes to start. When the Akamai DLM installs for the first time, the Java applet requests that you accept a security certificate from Akamai Technologies. It is possible to hide this dialogue behind other windows.

Workaround :

If the coffee cup icon does not disappear after a few minutes, then minimize open windows and then accept the security certificate.

"Server not found" or another server error appears when I start the download

Cause :

If you encounter a server error such as "Cannot connect to server," "Network error. Cannot download," "server not found," or "DNS error" this is either due to a network outage or your proxy server stripping off necessary information from the URL request. In most cases a network outage or network issue is preventing you from downloading the file.

Workaround :

In this case, we recommend you either try the download again later, or try the download when connected to the internet via a different network ISP.

"Add-on Disabled" error appears when starting a download

Cause :

This error will appear in Internet Explorer (IE) if you try to start a download after you have disabled the Akamai DLM, or if you never enabled Active-X controls.

Workaround :

To enable the Akamai DLM in IE 6 or IE 7, do the following steps:

  1. Select Tool > Manage Add-ons
  2. Show Add-ons That Have Been Used By Internet Explorer
  3. Highlight Download Manager (DLM) Control
  4. Select Enable
  5. Click OK
  6. Return to your VMware download page to restart your download

To enable the Akamai DLM in Firefox 3.0 for Windows, do the following steps:

  1. Select Tools > Options
  2. Click Content
  3. Select Enable JavaScript, Enable Java
  4. Click Advanced
  5. Select Move or resize existing windows
  6. Click OK

On the tools -> Options -> Content Screen: If "Block popup windows" is selected

  1. (On Windows) click Exceptions
  2. In the Address of web site box, type vmware.com
  3. Click Allow
  4. Close the Allow Sites - Popups window
  5. Click OK

"Malicious software" warning

Cause :

If you receive a warning such as "Malicious software" reported. If you trust the site continue to download," "Files from the internet can harm your computer," or simply "unable to download", this may be caused by your antivirus software. This is a known issue with Norton 360 and Online Security 2006, and Windows Live OneCare

Workaround :

In most cases you can click within the warning window to allow the download, but in some cases you may need to disable security to download.

Client Browser Problems

Common issues:

  • Pop-up blockers or strict security settings may disable the Download Manager
  • Running JavaScript may be disabled
  • For Internet Explorer, running ActiveX controls may be disabled

Troubleshooting :

Do you have a pop-up blocker running?

Some pop-up blocking software can prevent the Download Manager from opening its window.

For Internet Explorer :

What is the security setting?

For the Download Manager to operate the browser must be able to download and run signed ActiveX controls, download files, and run JavaScript. These setting can be checked by looking in Tools->Internet Options->Security->Custom Level. The “Medium” security level has all the necessary features enabled. The “High” level has most of these necessary setting disabled.

For non-Internet Explorer browsers :

Do you have a JRE installed on your computer? If so, what version?

Your browser may not have an up-to-date Java RunTime plug-in installed for their non-Internet Explorer browser. Please see requirements outlined on the overview tab.

  • Did you see the dialog asking to accept the Download Manager certificate? Did you accept the certificate?
  • Did you get an error that says “The Download Manager cannot run due to insufficient privileges. A common reason for that is not approving the applet certificate.
VMware Download

To remedy the certificate issue in the pop-up above, please make the following two changes in your JVM.

Java Control Panel
Java Control Panel

After the two changes, restart your browser, and you should see the following 3 pop-up windows:

3 pop-up

After clicking the “Run” button to accept the digital signature, you should be able to see and use the download manager.

Download Manager-generated Messages

Message: Cannot connect to server: Check connections, and try again. Would you like to retry now?

Meaning: Internet connection exists but the file server doesn’t reply.

Recommended Action: Make sure your connection to the internet is up and active. If it is and you cannot find the problem, try downloading the file via regular HTTP. Selecting Yes in the dialog box will retry the download.

Message: Network error, cannot download. Check connections, and try again. Would you like to retry now?

Meaning: The Download Manager cannot make a network connection.

Recommended Action: sure your connection to the internet is up and active. If it is and you cannot find the problem, try downloading the file via regular HTTP. Selecting Yes in the dialog box will retry the download.

Removing the Download Manager from Internet Explorer

This applies to those running the Download Manager with Internet Explorer. Other browsers rely on Java to display the Download Manager. Nothing is installed on the machine, although the file itself may be cached for performance reasons. In many cases, closing and reopening the browser will allow a new version to be used.

Internet Explorer 7 :

If you want to remove the Download Manager for your Internet Explorer application, you can delete the ActiveX control as follows:

  1. Close all open Download Manager windows and all Internet Explorer windows
  2. Re-open Internet Explorer
  3. From the Tools menu, select Manage Add-ons > Enable or Disable Add-ons
  4. Choose to Show: Downloaded ActiveX Controls (32-bit)
  5. Select Download Manager Control, then and click Delete

Once the object has been deleted, the Download Manager will not download again until the next enabled download.

Internet Explorer 5 and 6 :

If you want to remove the Download Manager for your Internet Explorer application, you can delete the ActiveX control as follows:

  1. Close all open Download Manager windows and all Internet Explorer windows
  2. Re-open Internet Explorer
  3. Select Internet Options from the Tools menu
  4. Select the General tab
  5. In the Temporary Internet files group under the General tab, click Settings
  6. In the Temporary Internet file folders section, click View Objects
  7. Delete the Program File named DownloadManager Control
  8. Close the Downloaded Program Files window and Internet Options windows

Once the object has been deleted, the Download Manager will not download again until the next enabled download.