This article guides you through the process of troubleshooting issues with retrieving update sets. It provides steps to help you eliminate common causes for your problem by verifying that the configuration of your networking is correct.

Symptoms may include the following: 

  • You receive a 401 error
  • You receive a 403 error
  • You receive a credentials error
  • You receive the message:

Retrieving update sets updated after 2018-07-10 from <Instance> Succeeded 100%
root progress bar's state: 100% (Succeeded)
0 update sets retrieved. # update sets were not retrieved because they already exist as remote update sets. - Succeeded in 1 Second


Validate that each troubleshooting step below is true for your environment. Each step provides instructions or a link to an article to eliminate possible causes and take corrective action as necessary. The steps are ordered in the most appropriate sequence to isolate the issue and identify the proper resolution. 

  1. If you cannot retrieve update sets and receive a 401 or 403 error, follow the troubleshooting instructions in the following article: KB0535247: Cannot retrieve update sets and receive a 401 or 403 error
  2. If you receive a credentials error, verify that you are an administrator. For more information, see Create a user
  3. If the update sets were previously retrieved, the system skips them unless there were changes made to the update set on the source instance.  You may delete the respective remote update sets from "Retrieved Update Sets" module if you wish to have them retrieved again.
  4. If the update sets on the source instance were updated over 90 days ago, these will also not be retrieved.  This is set in the system property "glide.update_set.retrieve_days". The default value is 90. 


Note: If your problem still exists after trying the steps in this article:
  • Submit an incident to Technical Support and note this Knowledge Base article ID (KB0535176) in the problem description. For more information, see Technical Support.


Article Information

Last Updated:2019-08-19 07:35:26