Error: "LU1814: LiveUpdate could not retrieve the update list" (Enterprise)

Article:TECH101808  |  Created: 2006-01-20  |  Updated: 2009-01-15  |  Article URL http://www.symantec.com/docs/TECH101808
Article Type
Technical Solution

Product(s)

Issue



After you start LiveUpdate, you see the message "LU1814: LiveUpdate could not retrieve the update list."


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: "LU1814: LiveUpdate could not retrieve the update list".


This problem happens when the client cannot connect to the specified host. The most common reasons for this problem are:
  • Hosts file entries prevent LiveUpdate from connecting
  • The S32LUHL1.dll file may be present
  • The Settings.LiveUpdate file is corrupted
  • Damaged files in the \Downloads folder
  • LiveUpdate is not allowed to access the LiveUpdate server
  • Specified LiveUpdate Administrator server is not available to the client
  • Failed install of LiveUpdate
  • Local Permissions
  • The settings for LiveUpdate to connect to the Internet are incorrect

Hosts file entries prevent LiveUpdate from connecting
Some worms and Trojans, such as those in the Gaobot family, make changes to the Windows Hosts file (located by default in %SystemRoot%\system32\drivers\etc\). The following are typical invalid entries:

127.0.0.1 www.symantec.com
127.0.0.1 securityresponse.symantec.com
127.0.0.1 symantec.com
127.0.0.1 liveupdate.symantecliveupdate.com


All such entries should be removed.

The S32LUHL1.dll file may be present
  • The S32LUHL1.dll file, also known as the LAN HAL, allows legacy versions of LiveUpdate to use UNC connections with LiveUpdate Administrator. This functionality is now included in the LiveUpdate client; hence this file is no longer needed.
  • If this file is present and the necessary settings are not in the Settings.LiveUpdate file, LiveUpdate fails to connect and shows the LU1814 error.

Confirm that Windows is set to show all files and file extensions. For directions, read How to make Windows show all files. Then, delete the S32LUHL1.dll file.

The Settings.LiveUpdate file is corrupted
This problem can happen when the Settings.LiveUpdate file becomes corrupted. Delete all copies of the Settings.LiveUpdate file, and then run LiveUpdate again.

To delete the Settings.LiveUpdate files
  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. Do one of the following, depending on your version of Windows:
    • Windows 2003/XP/2000: Go to the Documents and Settings\All Users\Application Data\Symantec\LiveUpdate folder.
    • Windows Me/98: Go to the Windows\All Users\Application Data\Symantec\LiveUpdate folder.
      If Windows 98 was updated from Windows 95, the location is C:\Windows\Application Data\Symantec\LiveUpdate.
    • Windows NT: Go to the Winnt\Profiles\All Users\Application Data\Symantec\LiveUpdate folder.
  4. Delete all of the Settings.LiveUpdate files.
    Some file names begin with numbers. For example: 1.Settings.LiveUpdate.
    LiveUpdate reverts to the install defaults if you use custom settings
  5. Exit Windows Explorer.


WARNING: Do not delete the entire Symantec\LiveUpdate folder or the Product.Catalog.LiveUpdate file. If you delete the Symantec\LiveUpdate folder or the Product.Catalog.LiveUpdate file, you may have to reinstall all Symantec products for LiveUpdate to work properly.



Damaged files in the Downloads folder
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. Do one of the following, depending on your version of Windows:
    • Windows 2003/XP/2000: Go to the Documents and Settings\All Users\Application Data\Symantec\LiveUpdate folder.
    • Windows Me/98: Go to the Windows\All Users\Application Data\Symantec\LiveUpdate folder.
      If Windows 98 was updated from Windows 95, the location is C:\Windows\Application Data\Symantec\LiveUpdate.
    • Windows NT: Go to the Winnt\Profiles\All Users\Application Data\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.


LiveUpdate is not allowed to connect to the LiveUpdate server
This problem can happen when the account that LiveUpdate uses is not authorized to connect to the LiveUpdate server. A LiveUpdate session that is scheduled through the Symantec System Center or scheduled through the User Interface of Symantec AntiVirus uses the System account. If the proxy or firewall is not set to allow the System account to connect to the Internet, the LiveUpdate session can fail. When you start LiveUpdate manually from the Symantec AntiVirus user interface, the LiveUpdate session uses the active user account.


Specified LiveUpdate Administrator server is not available to the client
The LiveUpdate session can fail for the following reasons:
  • Hardware or software stops the client's connection to the LiveUpdate server.
  • The client is not configured correctly to connect to the internal LiveUpdate server.
  • The LiveUpdate Administrator server is offline.

For directions, read the document How to configure the LiveUpdate Administration Utility.


Failed or corrupted installation of LiveUpdate
If LiveUpdate files are corrupted or missing, the LiveUpdate session may fail with this error message. To fix the problem, install LiveUpdate again. For directions, read How to reinstall LiveUpdate.


Local Permissions
The account that initiates the LiveUpdate session must have Full Control permissions to the "Program Files\Symantec\LiveUpdate" folder and to the "All Users\Application Data\LiveUpdate" folder. For details, read the LiveUpdate requires the use of an Administrator account under Windows NT/2000/XP.


The settings for LiveUpdate to connect to the Internet are incorrect
By default, LiveUpdate uses the Internet options in the Windows Control Panel. You can set LiveUpdate to use different settings. For directions, read How to configure LiveUpdate for your Internet connection.




Technical Information
By default, LiveUpdate is set to Express Mode for SEP clients. Interactive Mode will yield more information than Express Mode. To change this setting, go to the Windows Control Panels, open Symantec LiveUpdate, and on the General tab, choose the radio button in front of Interactive Mode. Click Apply, then OK.


The following settings are needed in the Settings.LiveUpdate file for a LiveUpdate client to work with the S32LUHL1.dll file:

PREFERENCES\LAN_HAL_PRESENT=YES
PREFERENCES\ALL TRANSPORTS AVAILABLE=YES



Legacy ID



2006042008465548


Article URL http://www.symantec.com/docs/TECH101808


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