Backup Exec Service Packs or hotfixes fail to install with LiveUpdate Errors LU1812, LU1806, LU1839 or after a manual download - ERROR: "The contents of this file cannot be unpacked. The executable you are attempting to run has been corrupted."

Article:TECH61286

Created: 2009-01-27

Updated: 2013-01-30

Article URL http://www.symantec.com/docs/TECH61286

Article Type
Technical Solution

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Problem

Backup Exec Service Packs or hotfixes fail to install with LiveUpdate Errors LU1812, LU1806, LU1839 or after a manual download - ERROR: "The contents of this file cannot be unpacked. The executable you are attempting to run has been corrupted."

Error

LiveUpdate Errors LU1812, LU1806, LU1839 or "The contents of this file cannot be unpacked. The executable you are attempting to run has been corrupted. Please obtain another copy of the file, verify its integrity, and try again."

LiveUpdate fails to install updates to Backup Exec or any other Symantec Products that use LiveUpdate with Errors LU1812, LU1806, LU1839 (Figures 1 & 2)

Figure 1

Figure 2

Running a manual install of the update generates the error "The contents of this file cannot be unpacked. The executable you are attempting to run has been corrupted." (Figures 3 & 4)

Figure 3

Figure 4

The antivirus/firewall solution used is either Microsoft Windows Defender or Microsoft Forefront Security and is causing the issue by not allowing data to go through due to packet filtering. (Figure 5)

Figure 5

Cause

Solution

If Microsoft Forefront Security or Microsoft Windows Defender is being used, disable it from the taskbar prior to running LiveUpdate or manually downloading the service pack or hotfix. For more information about these applications, review the following Microsoft Articles:

Windows Defender

http://www.microsoft.com/windows/products/winfamily/defender/default.mspx

Microsoft Forefront Server Security

http://www.microsoft.com/forefront/serversecurity/default.mspx

Log into Windows as the account that is assigned to the Backup Exec services. This will bypass authentication issues that occur when logged in as one user trying to authenticate as another.