"There was an error performing the update" when running LiveUpdate for Symantec Antivirus for Macintosh

Article:TECH106468  |  Created: 2008-01-05  |  Updated: 2011-08-16  |  Article URL http://www.symantec.com/docs/TECH106468
Article Type
Technical Solution


Issue



Symantec Antivirus for Macintosh client fails to update when running LiveUpdate, resulting in the above error message.


Solution



The LiveUpdate log (/Library/Application Support/Symantec/LiveUpdate/liveupdt.log) will provide an indication as to why the failure is occurring.

Look for any specific error codes. For example:

Jun 1, 2009 7:35:47 AM The Java LiveUpdate session did not complete successfully.
Jun 1, 2009 7:35:47 AM Return code = -1

Return code of 0 indicates success; -1 indcates failure. Please have any other codes available when contacting Support. Note: If you see "Return code = 0" indicating LiveUpdate success, you will still see "There was an error performing the update" if your volume is formatted as a Case-Sensitive Journaled HFS+ file system. Please see the following for more information: 'Compatibility between Symantec AntiVirus for Macintosh and HFS Extended, case-sensitive formatted volumes'

Above that, look for any references to failure (connection failures, proxy failures and so on), and troubleshoot accordingly.

If there's a firewall between the client computer and the internet, ensure that symantecliveupdate.com and symantec.com are whitelisted. A firewall blocking the Symantec LiveUpdate servers' addresses can result in a failure to connect, or content filtering by the firewall can result in timeout errors:

Jun 2, 2009 2:53:40 PM Downloading 1243627747jtun_enncurd2.osi to /private/tmp/liveupdate/1243627747jtun_enncurd2.osi ...
Jun 2, 2009 2:53:40 PM Connecting to 97.65.135.154 via HTTP ...
Jun 2, 2009 2:53:40 PM Connected to 97.65.135.154 sending request ...
Jun 2, 2009 2:53:40 PM Waiting for response ...
Jun 2, 2009 2:54:10 PM java.net.SocketTimeoutException: Read timed out
at java.net.SocketInputStream.socketRead0(Native Method)
at java.net.SocketInputStream.read(SocketInputStream.java:129)
at jluej.a(DashoA5380)
at jluej.c(DashoA5380)
at jluej.b(DashoA5380)
at jlucb.a(DashoA5380)
at jlucb.a(DashoA5380)
at jlufx.b(DashoA5380)
at jlufx.f(DashoA5380)
at com.symantec.liveupdate.LiveUpdate.downloadAndInstallUpdates(DashoA5380)
at com.symantec.liveupdate.LiveUpdate.a(DashoA5380)
at com.symantec.liveupdate.LiveUpdate.main(DashoA5380)






Legacy ID



2008110508485848


Article URL http://www.symantec.com/docs/TECH106468


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