Symantec Endpoint Protection: LiveUpdate Troubleshooting Flowchart
| Article:TECH95790 | | | Created: 2009-01-26 | | | Updated: 2012-03-30 | | | Article URL http://www.symantec.com/docs/TECH95790 |
Problem
How to troubleshoot failed LiveUpdate or definition update issues
Symptoms
Virus definitions are out of date
- Virus definitions are not updating on the Symantec Endpoint Protection Manager (SEPM)
- Virus definitions are not updating on the Symantec Endpoint Protection (SEP) clients
- Some Symantec Endpoint Protection clients are not getting definition updates
- LiveUpdate does not complete successfully
Solution
The following flowchart can be used to help isolate LiveUpdate issues. Further explanation can be found below the chart.
- Troubleshoot Communication issue:
- Make sure that you are able to browse to the web sites below:
- Liveupdate.symantecliveupdate.com
- Liveupdate.symantec.com
- Symantec.com
- Make sure that the perimeter firewall has exceptions for the web sites above
- Run a packet capture and contact support for analysis
- Check Connectivity between Symantec Endpoint Protection client & Symantec Endpoint Protection Manager:
- Do a Secars test to Test Connectivity between Symantec Endpoint Protection client and Symantec Endpoint Protection Manager
- Other client/server connectivity troubleshooting
- Endpoint Protection Manager communication troubleshooting
- Get the SylinkMonitor logs to check the communication for any errors
- Remove corrupt definitions
- Check if the Symantec Endpoint Protection Manager has the latest definitions:
- Open the Symantec Endpoint Protection Manager
- Click on the Admin Tab
- Click on Servers
- Click on Local Site
- Click Show Liveupdate Downloads
- Make sure that the date for 32 bit and 64 Definitions for ‘Virus & Spyware Definitions’ is up-to-date
- How to read the Log.liveupdate and SESMLu.log of Symantec Endpoint Protection Manager:
- Make sure proxy settings are configured in Symantec Endpoint Protection Manager:
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Legacy ID
2009082702000348
Article URL http://www.symantec.com/docs/TECH95790
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