Unable to resolve the name of the server. LU1814: "LiveUpdate could not retrieve the catalog file of available Symantec product and component updates"

Article:TECH94552  |  Created: 2009-01-12  |  Updated: 2013-09-10  |  Article URL http://www.symantec.com/docs/TECH94552
Article Type
Technical Solution


Issue



LiveUpdate does not work, and in log.liveupdate, the error "Unable to resolve the name of the server" appears.

 


Error



Return code=4, only one DNS IP address entered in TCP/IP settings.

 

Log.liveupdate contains entries similar to:


/3/2009, 9:12:51 GMT -> Progress Update: PRE_CONNECT: Proxy: "http=97.243.111.138:8080" Agent: "CZGBP6P89FxB8ubT0y5TLpug8SgED4mSgAAAAA" AccessType: 0x3       
6/3/2009, 9:12:51 GMT -> Progress Update: CONNECTED: Proxy: "http=97.243.111.138:8080" Agent: "CZGBP6P89FxB8ubT0y5TLpug8SgED4mSgAAAAA" AccessType: 0x3       
6/3/2009, 9:12:51 GMT -> Progress Update: DOWNLOAD_FILE_START: URL: "http://liveupdate.symantec.com/liveupdate_3.3.0.78_english_livetri.zip", Estimated Size: 0, Destination Folder: "C:\Documents and Settings\All Users\Application Data\Symantec\LiveUpdate\Downloads" 
6/3/2009, 9:12:52 GMT -> CSendHTTPRequest::SendRequest - Unable to connect to the server. 
6/3/2009, 9:12:52 GMT -> Progress Update: DOWNLOAD_FILE_FINISH: - NOTE - URL: "http://liveupdate.symantec.com/liveupdate_3.3.0.78_english_livetri.zip", Full Download Path: "C:\Documents and Settings\All Users\Application Data\Symantec\LiveUpdate\Downloads\liveupdate_3.3.0.78_english_livetri.zip" HR: 0x802A0045 
6/3/2009, 9:12:52 GMT -> HR 0x802A0045 DECODE: E_UNABLE_TO_REACH_SERVER 
6/3/2009, 9:12:52 GMT -> Progress Update: DOWNLOAD_BATCH_FINISH: HR: 0x802A0045, Num Successful: 0 
6/3/2009, 9:12:52 GMT -> HR 0x802A0045 DECODE: E_UNABLE_TO_REACH_SERVER 
6/3/2009, 9:12:52 GMT -> EVENT - SERVER SELECTION FAILED EVENT - LiveUpdate failed to connect to server liveupdate.symantec.com at path  via a HTTP connection. The server connection attempt failed with a return code of 1814, LiveUpdate could not retrieve the catalog file of available Symantec product and component updates.
 
6/3/2009, 9:12:52 GMT -> Progress Update: TRYING_HOST: HostName: "update.symantec.com" URL: "ftp://update.symantec.com/opt/content/onramp" HostNumber: 2 
6/3/2009, 9:12:52 GMT -> Progress Update: DISCONNECT 
6/3/2009, 9:12:52 GMT -> Progress Update: TRIFILE_DOWNLOAD_START: Number of TRI files: 0        Downloading LiveUpdate catalog file 
6/3/2009, 9:12:52 GMT -> LiveUpdate will download the first Mini-TRI file, liveupdate_3.3.0.78_english_livetri.zip 
6/3/2009, 9:12:52 GMT -> Progress Update: DOWNLOAD_BATCH_START: Files to download: 1, Estimated total size: 0 
6/3/2009, 9:12:52 GMT -> Progress Update: PRE_CONNECT: Proxy: "(null)" Agent: "CZGBP6P89FxB8ubT0y5TLpug8SgED4mSgAAAAA" AccessType: 0x1       
6/3/2009, 9:12:52 GMT -> Progress Update: CONNECTED: Proxy: "(null)" Agent: "CZGBP6P89FxB8ubT0y5TLpug8SgED4mSgAAAAA" AccessType: 0x1       
6/3/2009, 9:12:52 GMT -> Progress Update: DOWNLOAD_FILE_START: URL: "ftp://update.symantec.com/opt/content/onramp/liveupdate_3.3.0.78_english_livetri.zip", Estimated Size: 0, Destination Folder: "C:\Documents and Settings\All Users\Application Data\Symantec\LiveUpdate\Downloads" 
6/3/2009, 9:13:03 GMT -> CstInetGetFile::DoTransfer - Unable to resolve the name of the server. 
6/3/2009, 9:13:03 GMT -> Progress Update: DOWNLOAD_FILE_FINISH: - NOTE - URL: "ftp://update.symantec.com/opt/content/onramp/liveupdate_3.3.0.78_english_livetri.zip", Full Download Path: "(null)" HR: 0x802A0045 
6/3/2009, 9:13:03 GMT -> HR 0x802A0045 DECODE: E_UNABLE_TO_REACH_SERVER 
6/3/2009, 9:13:03 GMT -> Progress Update: DOWNLOAD_BATCH_FINISH: HR: 0x802A0045, Num Successful: 0 
6/3/2009, 9:13:03 GMT -> HR 0x802A0045 DECODE: E_UNABLE_TO_REACH_SERVER 
6/3/2009, 9:13:03 GMT -> EVENT - SERVER SELECTION FAILED EVENT - LiveUpdate failed to connect to server update.symantec.com at path /opt/content/onramp via a FTP connection. The server connection attempt failed with a return code of 1814, LiveUpdate could not retrieve the catalog file of available Symantec product and component updates.
 
 

 


Cause



This issue occurs when the proxy IP entered in Symantec Endpoint Protection Manager (SEPM) console is incorrect.

This issue may also occur if there is only one DNS IP entered in TCP/IP Settings, or if DNS IP is missing or incorrect in TCP/IP Settings.


Solution



Correct the proxy settings in SEPM. Alternately, bypass the proxy for local settings: under Internet Options, under Connections, choose LAN settings. Under Proxy Server, under where your proxy server's information is been input, check the "Bypass proxy server for local addresses", and click Advanced. Input the internal network address (e.g. 10.*) under "Do not use proxy server for addresses beginning with".

Assign additional DNS IPs in TCP/IP Settings.


 





Article URL http://www.symantec.com/docs/TECH94552


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