Intelligent Updater fails to update Endpoint Protection (SEP) clients

Article:TECH122906  |  Created: 2010-01-02  |  Updated: 2013-02-12  |  Article URL http://www.symantec.com/docs/TECH122906
Article Type
Technical Solution


Issue



The Intelligent Updater package fails to update Symantec Endpoint Protection (SEP) clients.


Error



 After running the Intelligent Updater for Symantec Endpoint Protection (SEP), the following error message is displayed as an error dialog:

 
Intelligent Updater session complete
All updates failed to install on the machine. For more details about the processing, please check the log file "Log.IntelligentUpdater.txt" created in the user's temporary directory.
 
The following errors are recorded int he Log.IntelligentUpdater.txt file in the %temp% directory of the user who ran Intelligent Updater:
 
Thu Oct 28 08:06:31 2010 : AUTH DLL LOCATION: IU will read the DLL location from registry - SAVIUAuth
Thu Oct 28 08:06:31 2010 : REG SUCCESS: Success while opening key 
Thu Oct 28 08:06:31 2010 : REG FAILURE: Failed while reading the value for key named 
Thu Oct 28 08:06:31 2010 : DEPLOY DLL LOCATION: IU will read the DLL location from registry - SAVIUDeploy
Thu Oct 28 08:06:31 2010 : REG SUCCESS: Success while opening key 
Thu Oct 28 08:06:31 2010 : REG FAILURE: Failed while reading the value for key named 
Thu Oct 28 08:06:31 2010 : IGNORE ENTRY: Ignoring entry for VIRSCAN.zip because of registry read failure. Error occurred while reading the path for the Authorization DLL from the registry.
Thu Oct 28 08:06:31 2010 : IU failed while deploying V because a compatible product could not be found on the system. Please make sure that a compatible Symantec product is installed on the system.
 

Environment



 This issue is most common on systems that have been upgraded from SEP Maintenance Release (MR) 2 or earlier, to SEP MR5 or later.


Cause



IU utilizes resource .dll files from the host SEP installation for authorizing and processing definition updates.This issue occurs when the registry values the IU uses to locate those resource files has been removed or corrupted. In the event that IU cannot locate the needed dll files, the IU will generate the above errors and fail to update definitions. This most commonly occurs during migrations between builds where those resource files are housed in different locations.


Solution



 

To resolve this issue, the missing or incorrect registry values need to be restored with the correct file path information to the needed resource files.

 

On SEP 11.0.x clients

 

To repair a 32-bit installation:

  1. Add the following string value to the client's registry:
    • HKEY_LOCAL_MACHINE\SOFTWARE\Symantec\IntelligentUpdater\LocalDLLs\SAVIUAuth
  2. Set the value data of the above entry to the file path for LuAuth.dll (default: C:\Program Files\Symantec\Symantec Endpoint Protection\IU\LuAuth.dll)
  3. Add the following string value to the client's registry:
    • HKEY_LOCAL_MACHINE\SOFTWARE\Symantec\IntelligentUpdater\LocalDLLs\SAVIUDeploy
  4. Set the value data of the above entry to the file path for DefUDply.dll (default: C:\Program Files\Symantec\Symantec Endpoint Protection\IU\DefUDply.dll)

 To repair a 64-bit installation:

  1. Add the following string value to the client's registry:
    • HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Symantec\IntelligentUpdater\LocalDLLs\SAVIUAuth
  2. Set the value data of the above entry to the file path for LuAuth.dll (default: C:\Program Files (x86)\Symantec\Symantec Endpoint Protection\IU\LuAuth.dll)
  3. Add the following string value to the client's registry:
    • HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Symantec\IntelligentUpdater\LocalDLLs\SAVIUDeploy
  4. Set the value data of the above entry to the file path for DefUDply.dll (default: C:\Program Files (x86)\Symantec\Symantec Endpoint Protection\IU\DefUDply.dll)

 

On SEP 12.1.x clients (note that directory "12.1.2015.105" changes on different releases of SEP client)

 

To repair a 32-bit installation:

  1. Add the following string value to the client's registry:
    • HKEY_LOCAL_MACHINE\SOFTWARE\Symantec\IntelligentUpdater\LocalDLLs\SAVIUAuth
  2. Set the value data of the above entry to the file path for LuAuth.dll (default: C:\Program Files\Symantec\Symantec Endpoint Protection\12.1.2015.2015.105\Bin\LuAuth.dll)
  3. Add the following string value to the client's registry:
    • HKEY_LOCAL_MACHINE\SOFTWARE\Symantec\IntelligentUpdater\LocalDLLs\SAVIUDeploy
  4. Set the value data of the above entry to the file path for DefUDply.dll (default: C:\Program Files\Symantec\Symantec Endpoint Protection\12.1.2015.2015.105\Bin\DuLuCbk.dll)

To repair a 64-bit installation:

  1. Add the following string value to the client's registry:
    • HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Symantec\IntelligentUpdater\LocalDLLs\SAVIUAuth
  2. Set the value data of the above entry to the file path for LuAuth.dll (default: C:\Program Files (x86)\Symantec\Symantec Endpoint Protection\12.1.2015.2015.105\Bin\LuAuth.dll)
  3. Add the following string value to the client's registry:
    • HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Symantec\IntelligentUpdater\LocalDLLs\SAVIUDeploy
  4. Set the value data of the above entry to the file path for DefUDply.dll (default: C:\Program Files (x86)\Symantec\Symantec Endpoint Protection\12.1.2015.2015.105\Bin\DuLuCbk.dll)

 

 


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2010020207570448


Article URL http://www.symantec.com/docs/TECH122906


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