Error: "LU1835: Connection to the LiveUpdate server failed" (Enterprise)

Article:TECH101807  |  Created: 2006-01-20  |  Updated: 2014-02-13  |  Article URL http://www.symantec.com/docs/TECH101807
Article Type
Technical Solution


Environment

Issue



LiveUpdate sessions on a Symantec Endpoint Protection Manager (SEPM), Symantec Endpoitn Protection 11 (SEP 11) client, or other Enterprise product fail.  Error 1835 appears in the logs.  


Error



When you run LiveUpdate, you see the following error message:

LU1835: Connection to the LiveUpdate server failed. The LiveUpdate server failed to respond in a reasonable amount of time. This could happen because you could not connect to the server, the server is now unavailable, or you became disconnected from the server. Try running LiveUpdate again.

 


Environment



A proxy server is present in the envionment. 


Solution




Before you begin: This document is intended for use with Symantec Enterprise products. If you use a Norton product for home or home office, read Error: "LU1835: Connection to the LiveUpdate server failed".



This problem has more than one cause, so more than one solution is provided. To fix the problem, try each of the following solutions in the order that they appear.
 

Proxy Settings
If the LiveUpdate client is required to connect to the Public LiveUpdate servers through a proxy server, ensure that the proxy connection information is properly configured for LiveUpdate via the LiveUpdate control panel, or the LiveUpdate policy for products calling LiveUpdate.


Time-out
This problem can happen when a proxy or firewall holds the content that LiveUpdate requested for longer than LiveUpdate's default time-out value. Because some networks scan files at the perimeter, Symantec added a configurable time-out value to LiveUpdate version 2.5 and later.  For details on how to modify this value, please see The LiveUpdate session exited with a return code of 1835: Error - The LiveUpdate server failed to respond in a reasonable amount of time.


Rights and permissions
This error message appears if LiveUpdate does not have the correct rights and permissions to pass through the firewall. On Windows, LiveUpdate requires administrator-level rights.


Presence of a legacy file
The presence of the legacy file S32LUHL1.DLL can cause this problem. Look for the S32LUHL1.DLLfile in the following folders and then rename the file, if found:

  • Program Files\Symantec\LiveUpdate
  • Program Files\SAV
  • Program Files (x86)\Symantec\LiveUpdate
  • Program Files (x86)\SAV


Firewall settings
LiveUpdate needs access to the following TCP ports:

  • Port 21 (FTP)
  • Port 80 (HTTP)
  • Port 443 (HTTPS)


Damaged files
This problem can happen when the files that LiveUpdate uses become damaged. Delete the contents of the Downloads folder, and then run LiveUpdate again.

To delete the contents of the Downloads folder

  1. Start Windows Explorer.
  2. Confirm that Windows is set to show all files.
    For directions, read How to make Windows show all files.
  3. Go to one of the following folders, depending on your version of Windows:
    • Windows 2003/XP/2000: Documents and Settings\All Users\Application Data\Symantec\LiveUpdate folder.
    • Windows Me/98: Windows\All Users\Application Data\Symantec\LiveUpdate folder.
    • If Windows 98 if updated from Windows 95: C:\Windows\Application Data\Symantec\LiveUpdate.
    • Windows NT: Go to the Winnt\Profiles\All Users\Application Data\Symantec\LiveUpdate folder.
    • Windows 7: Go to the All Users\Symantec\Liveupdate folder.
    • Windows 2008: Go to the ProgramData\Symantec\LiveUpdate folder.
  4. Open the Downloads folder.
  5. Delete the contents of the Downloads folder.
    In most cases, Autoupdt.trg and Livetri.zip files are present. Do not delete the Downloads folder itself.
  6. Exit Windows Explorer.

 


Supplemental Materials

SourceError Code
ValueLU1835
Description

Connection to the LiveUpdate server failed. The LiveUpdate server failed to respond in a reasonable amount of time. This could happen because you could not connect to the server, the server is now unavailable, or you became disconnected from the server. Try running LiveUpdate again.



Legacy ID



2006042008195848


Article URL http://www.symantec.com/docs/TECH101807


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