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Downloaded new content update from Group Update Provider failed.

  • 1.  Downloaded new content update from Group Update Provider failed.

    Posted Nov 04, 2014 04:53 AM
      |   view attached

    Downloaded new content update from Group Update Provider failed.

    Remote file path: http://SymanetcServer:2967/content/{07B590B3-9282-482f-BBAA-6D515D385869}/141102024/Full.zip

     

    All The client is connected to the server but few day before all client keep getting the error message show can't update the virus def.

    and we didn't change any policy setting, but suddenly getting this error message.

    any solution with this?



  • 2.  RE: Downloaded new content update from Group Update Provider failed.

    Posted Nov 04, 2014 05:04 AM
    Can you post the full log? Check the size of full.zip.. Might be huge and getting timed out


  • 3.  RE: Downloaded new content update from Group Update Provider failed.

    Posted Nov 04, 2014 05:08 AM

    If all clients are reporting this, then it's more than likely an issue with the GUP itself.

    I'd suggest restarting the SEP Client services on the GUP and that it's correctly listening on port 2967 as a first step.

    ~EDIT~

    Oh yeah, you might also want to check out this article:

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

    Article:TECH104539  |  Created: 2008-01-01  |  Updated: 2011-09-15  |  Article URL http://www.symantec.com/docs/TECH104539


  • 4.  RE: Downloaded new content update from Group Update Provider failed.

    Posted Nov 04, 2014 05:22 AM

    full log means full SystemLog right? i have attached already.

    and the size is 496MB, it's huge?

     

     

    Attachment(s)

    7z
    SystemLog.7z   11 KB 1 version


  • 5.  RE: Downloaded new content update from Group Update Provider failed.

    Posted Nov 04, 2014 05:30 AM

    that seems to be little big considering what client is requesting, is your GuP udpated?

    post the sylink log 

    http://www.symantec.com/business/support/index?page=content&id=TECH104758

    whats def on your GuP?

    can you update it from Intelligent updater and see if that fixes it?

    http://www.symantec.com/business/support/index?page=content&id=TECH102391



  • 6.  RE: Downloaded new content update from Group Update Provider failed.

    Posted Nov 04, 2014 05:47 AM

    That log is humungous!

    To be fair though, it's likely not the best one to look at at the moment.  As per the article I linked, the best way of troubleshooting is to review the debug and sylink logs on the GUP itself (not to mention the basic steps I mentioned before).

    Also note, if your GUP is on 12.1RU4 (with or without the MP) then you may want to upgrade to 12.1RU5, as GUPs on that version were prone to crash the SMC service (which provided the GUP functionality).

    http://www.symantec.com/docs/TECH213461

    Clearly if the GUP is unavailable then your clients would fail to download from it and would result in the client logs you're seeing.  Something to look into!



  • 7.  RE: Downloaded new content update from Group Update Provider failed.

    Posted Nov 04, 2014 05:47 AM

    Hi,

    Please check the below article.

    https://www-secure.symantec.com/connect/forums/clients-not-updating-gup

    http://www.symantec.com/business/support/index?page=content&id=TECH104539&profileURL=https%3A%2F%2Fsymaccount-profile.symantec.com%2FSSO%2Findex.jsp%3FssoID%3D14150979358668L6Cy16Ys5WW62kSOqqM9OBILcJVl7Rw1O972

    https://www-secure.symantec.com/connect/forums/some-client-are-not-taking-update-gup



  • 8.  RE: Downloaded new content update from Group Update Provider failed.

    Broadcom Employee
    Posted Nov 04, 2014 01:57 PM

    Hi,

    Could you confirm the SEPM and SEP client version?



  • 9.  RE: Downloaded new content update from Group Update Provider failed.

    Posted Nov 04, 2014 07:14 PM

    Please refer the attach sylink.log and version screen shot
    .

    seem like keep showing error while download content.

    Attachment(s)

    7z
    Sylink_2.7z   21 KB 1 version


  • 10.  RE: Downloaded new content update from Group Update Provider failed.

    Posted Nov 04, 2014 09:43 PM
      |   view attached

    some more in the virus def folder is showing some old old virus def like year 2008 and 2011, can i just delete them directly? or need specify step to delete them? will it affect the virus def intergrity and consistency?



  • 11.  RE: Downloaded new content update from Group Update Provider failed.

    Posted Nov 04, 2014 10:00 PM

    You can clear out bad defs but make sure they're corrupt. Run the symhelp tool as it will tell you if they are.

    How to manually clear out definitions on the Endpoint Protection Manager



  • 12.  RE: Downloaded new content update from Group Update Provider failed.

    Posted Nov 05, 2014 03:39 AM

    BTW, you're looking in the wrong folder for GUP content...

    The screenshots you've shared appear to be from the SEPM's own repository, whereas the GUP stores content in the below location (on a 64bit machine that is):

    Program Files (x86)\Symantec\Symantec Endpoint Protection\<VersionNumber>\Bin64\SharedUpdates

    Further to this, it is typically not recommended to make the SEPM itself a GUP as well.  It makes absolutely no difference to the amount transferred over the network, and increases the resource usage on the SEPM itself.

    Insofar as your latest post goes (showing what the SEPM has in it's own repository), I'd actually recommend checking out your LiveUpdate Content Policies to see if you have any set to tell clients to use old defs, as this could be the reason older defs are still being stored on your SEPM.

    On a final note, in relation to how to use GUPs, please have a look at the GUP Best Practice article below:

    http://www.symantec.com/docs/TECH93813



  • 13.  RE: Downloaded new content update from Group Update Provider failed.

    Posted Nov 15, 2022 09:05 AM
    Sorry, I jump the issue, because I face the same condition of symantec endpoint protection 14.3 at some computers.
    I don't find the path of Program Files (x86)\Symantec\Symantec Endpoint Protection\<VersionNumber>\Bin64\SharedUpdates, but I have log information as below:
    Error : New content update failed to download from Group Update Provider
    Detail: Remote file path: http://192.6.1.163:2967/content/TempCache/{0A4513F4-5EC7-4ED2-B100-538C75C0D87A}/221110071/xdelta221110071_to_221114071.dax

    Thanks 



  • 14.  RE: Downloaded new content update from Group Update Provider failed.

    Broadcom Employee
    Posted Nov 15, 2022 10:10 AM
    Please open a support case for additional assistance.

    ------------------------------
    John Owens
    Strategic Support Engineer | Symantec Endpoint Security Division (SES)
    Broadcom Software
    ------------------------------



  • 15.  RE: Downloaded new content update from Group Update Provider failed.

    Posted Nov 16, 2022 05:22 AM
    But it display I don't have permission to create ticket. How can I do it perhaps using trial license to apply ticket?