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Can't get GUP to update clients

Rafeeq

RafeeqDec 10, 2012 12:32 PM

  • 1.  Can't get GUP to update clients

    Posted Dec 07, 2012 12:22 PM

    I am installing GUPs at our branches that will connect to our SEPM at our main office. I did a test in our main office with a test client and a GUP. The test appears to be working properly. Both the GUP and client system logs say “Downloaded content from GUP 10.x.x.x”, and the protection status is the current policy as the SEPM server. With the test working, I am designating a GUP at our smallest branch in the same method as the test. All clients at the branch are in their own branch group in SEPM and they are on the same /24 subnet. The GUP system logs show “Start serving as the Group Update Provider (proxy server). However, neither the clients nor the GUP show they are downloading from the GUP. The clients are not downloading updates unless manually specified from SEPM. When manually forced to update, the logs indicate they are looking to our SEPM.

    As far as troubleshooting, I have looked at the following information: The GUP at the branch lists GUP:True under the client properties in SEPM. Both the branch and test GUP are listed under the globalist.xml. Both the branch office client and GUP list the MasterClientHost registry with the correct computer. Both branch computers have firewall exceptions for port 2967.

    Thank you in advance for the help!



  • 2.  RE: Can't get GUP to update clients

    Posted Dec 07, 2012 12:35 PM

    And you assigned the same LiveUpdate policy to the clients that should be receiving content from the GUP?

    It may take a little time for the GUP to get all the necessary content updates for all your clients. How long has it been?

    On the GUP, check the SharedUpdates folder. This contains all the content updates clients will receive. Should be located in the SEP folder under Program Files.

    Here are a couple helpful articles on troubleshooting GUPs:

    Troubleshooting the Group Update Provider (GUP) in Symantec Endpoint Protection (SEP)

    https://www.symantec.com/business/support/index?page=content&id=TECH104539

    How to confirm if SEP Clients are receiving LiveUpdate content from Group Update Providers (GUPs)

    https://www.symantec.com/business/support/index?page=content&id=TECH97190



  • 3.  RE: Can't get GUP to update clients

    Posted Dec 07, 2012 12:59 PM

    I have the gup in the same group as the clients, and I have one LU policy applied to the group that lists the specific computer as the GUP. The shared folder shows updates are being downloaded. I also checked the branch client and the definitions are up to date. However looking at the system client logs, there is no activity for the past 24 hours. Very strange.



  • 4.  RE: Can't get GUP to update clients

    Posted Dec 07, 2012 01:04 PM

    A new content update just came out so hopefully something starts to show up.

    Do you see anything in the clients logs to the effect of "Cannot download update from GUP.."?



  • 5.  RE: Can't get GUP to update clients

    Posted Dec 09, 2012 11:03 AM

    Post sylink logs from client also check following link  to determine whether clients are downloading defn from GUP/SEPM

     

    http://www.symantec.com/business/support/index?page=content&id=TECH188574



  • 6.  RE: Can't get GUP to update clients

    Posted Dec 10, 2012 12:11 AM

    Check if the GUP assigned have "shared content" folder in SEP install path

     

    Also capture Sylink Monitor (debug) log and analyze it

     

    Verify 2-3 clients if the policy number matched with the group assigned

     

     

    regards



  • 7.  RE: Can't get GUP to update clients

    Posted Dec 10, 2012 12:24 PM

    I noticed that in the test environment, both clients are running 11.0.7000.975. At our branch, the clients are running 11.0.6005.562. Could this be an issue? I switched the GUP to another workstation at our branch so I am waiting for more logs before I post them.



  • 8.  RE: Can't get GUP to update clients

    Posted Dec 10, 2012 12:32 PM

    GUP and SEPM should be of same version



  • 9.  RE: Can't get GUP to update clients

    Posted Dec 10, 2012 12:45 PM
      |   view attached

    All of the clients at the branch, including the GUP, are on the same 11.0.6005.562 version. I attached the GUP logs from this morning. I moved it out of the branch folder, then back into the folder to verify it is receiving the policy.

    Attachment(s)

    txt
    GUPLogs.txt   3 KB 1 version


  • 10.  RE: Can't get GUP to update clients

    Posted Dec 10, 2012 01:20 PM

    what is the heartbeat you have set between cleints and sepm?



  • 11.  RE: Can't get GUP to update clients

    Posted Dec 10, 2012 02:19 PM

    We are set to push mode instead of pull. I could change this if needed for the specific branch.



  • 12.  RE: Can't get GUP to update clients

    Posted Dec 10, 2012 03:30 PM

    SEPM can manage older minor versions of the client. You should never mix major versions.

    SO, having 11.0.6.x and 11.0.7.x in the same environment is not a problem. Having 12.x and 11.x in the same environment is problematic.

    As to your GUP log file. That is a very short file. Have you got logs that span several hours?



  • 13.  RE: Can't get GUP to update clients

    Posted Dec 10, 2012 03:39 PM

    I could change this if needed

    That is not required.

    Have you got SYLINK debug logs for the clients? Can you see in their logs that they are trying to access the GUP via HTTP?



  • 14.  RE: Can't get GUP to update clients

    Posted Dec 10, 2012 04:35 PM

    There are no SYLINK logs for the branch client nor the GUP. Just looking at all client status logs, both say they are connected to our main SEPM server, and they are receiving new policy numbers. But it does not say downloading from GUP, nor is it giving an error. I even have the LU policy set to never bypass the GUP for downloads.



  • 15.  RE: Can't get GUP to update clients

    Posted Dec 10, 2012 04:44 PM

    Sylink log would say where its connectiong to 

    as per the first document from Brian, troubleshooting GUP, enable the sylink and post it here please.



  • 16.  RE: Can't get GUP to update clients

    Posted Dec 10, 2012 06:09 PM
      |   view attached

    Here is the debug logs from the GUP, if that is what you are requesting. It seems to be repeating the same instructions over and over.

    Attachment(s)

    txt
    Log_18.txt   2.30 MB 1 version


  • 17.  RE: Can't get GUP to update clients

    Broadcom Employee
    Posted Dec 10, 2012 08:54 PM

    this is not the sylink log.

    to enable the sylink log check this article

     

    http://www.symantec.com/business/support/index?page=content&id=TECH102412



  • 18.  RE: Can't get GUP to update clients

    Posted Dec 11, 2012 11:22 AM
      |   view attached

    OK here is the sylink log. I only modified information regarding our domain.

    Attachment(s)

    txt
    Sylink_6.txt   75 KB 1 version


  • 19.  RE: Can't get GUP to update clients

    Broadcom Employee
    Posted Dec 11, 2012 12:02 PM

    SEPM is updated with the 2012/12/10 Rev 018 and from log the client looks updated with the same definition.