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GUP download Error

  • 1.  GUP download Error

    Posted Apr 26, 2013 07:42 AM

    I have a Server (Windows 2003 R2 x64) running SEP v12 which doesn't connect to it's local GUP even though it's connected to the SEPM and can communicate with all GUPs on port 2967. Other clients on the same subnet and on other subnets are connecting and updating without any problems.

    I'm not too good at interpreting the Sylink log yet, can anyone help me out?

    GUPError.PNG

     

    Sylink Log:

    04/26 11:00:21.731 [764] Request> http://10.244.161.16:2967/content/{07B590B3-9282-482f-BBAA-6D515D385869}/130425023/xdelta130425009.dax
    04/26 11:00:36.966 [6140] <CSyLink::mfn_DownloadNow()>
    04/26 11:00:36.966 [6140] </CSyLink::mfn_DownloadNow()>
    04/26 11:01:38.998 [6140] <CSyLink::mfn_DownloadNow()>
    04/26 11:01:38.998 [6140] </CSyLink::mfn_DownloadNow()>
    04/26 11:02:21.734 [764] AH: (InetWaiting) time out. Timeout period: 120000
    04/26 11:02:21.734 [764] Throw Internet Exception, Error Code=9;Internet Session Timeout
    04/26 11:02:21.734 [764] CInternetException: CHttpConnector::SendRequest: The storage control block address is invalid.
    04/26 11:02:21.734 [764] </CHttpConnector::SendRequest()>
    04/26 11:02:21.734 [764] </CHttpFileDownload::Do()>
    04/26 11:02:21.734 [764] <CHttpFileDownload::~CHttpFileDownload()>
    04/26 11:02:21.734 [764] </CHttpFileDownload::~CHttpFileDownload()>
    04/26 11:02:21.734 [764] [Content]<LUThreadProc---->to download from GUP with appointed SEPMEMEALONSSS
    04/26 11:02:21.734 [764] [Content]<LUThreadProc----> Content update download failed: unexpected error. Moniker: {07B590B3-9282-482f-BBAA-6D515D385869} Target Seq: 130425023 HTTP code: 0
    04/26 11:02:21.750 [764] [Content]<LUThreadProc----> Using GUP for updates, try the next GUP in our candidate list for the same content update.
    04/26 11:02:21.750 [764] [Content]<LUThreadProc---->Content update downloaded from /content/{07B590B3-9282-482f-BBAA-6D515D385869}/130425023/xdelta130425009.dax to C:\Program Files (x86)\Symantec\Symantec Endpoint Protection\12.1.2015.2015.105\LiveUpdate\LUF{07B590B3-9282-482f-BBAA-6D515D385869}1304250231304250097.TMP, size: 790227
    04/26 11:02:21.750 [764] <PostEvent>going to post event=EVENT_LU_REQUIRE_STATUS
    04/26 11:02:21.765 [764] <PostEvent>done post event=EVENT_LU_REQUIRE_STATUS, return=20
    04/26 11:02:21.765 [764] [Content]<CSyLink::IsContentSpaceAvailable>Sufficient disk space available on C:\ to download content {07B590B3-9282-482f-BBAA-6D515D385869} 130425023
     

    Thanks



  • 2.  RE: GUP download Error

    Posted Apr 26, 2013 07:51 AM

    Hello

    04/26 11:02:21.734 [764] AH: (InetWaiting) time out. Timeout period: 120000
    04/26 11:02:21.734 [764] Throw Internet Exception, Error Code=9;Internet Session Timeout

    Did you try again as per log session time out may be cause

    Check this artical

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

    http://www.symantec.com/docs/TECH104539



  • 3.  RE: GUP download Error

    Posted Apr 26, 2013 07:57 AM

    Check the mithun Comment

    https://www-secure.symantec.com/connect/forums/syamntec-sep-work-green-dot-then-stopeing-commucation-after-few-min

    http://www.symantec.com/business/support/index?page=content&id=TECH139251

    Article URL http://www.symantec.com/docs/TECH104539



  • 4.  RE: GUP download Error

    Trusted Advisor
    Posted Apr 26, 2013 09:32 AM

    Hello,

    Are you using any proxy (ISA) or firewall or content filter??

    This may happen when ISA proxy if installed on the same machine as the GUP with 'web chaining' rules applied on port 80. As a result in this case the upstream proxy was causing a time-out and preventing communications to occur.
     
    Solution
     
    The upstream proxy should be avoided to allow the GUP to communicate with the SEPM directly as it is not able to cope with long delays and hence times out.
     
    Check this Article:

    How to create a rule to enable incoming traffic to the Group update provider (GUP) from the Symantec Endpoint Protection Manager (SEPM) wherein Internet Security and Acceleration (ISA) Server 2000 is configured as a public firewall

    http://www.symantec.com/docs/TECH104360

    Hope that helps!!



  • 5.  RE: GUP download Error

    Broadcom Employee
    Posted Apr 26, 2013 09:43 AM

    Hi,

    If single client (Windows 2003 R2 x64) is affected then problem should be with server itself.

    Check definitions are not corrupted.

    How to determine if virus definitions of Symantec Endpoint Protection client (SEP) 11 or 12 Small Business Edition, are corrupted

    http://www.symantec.com/docs/TECH97677

    If definitions are corrupted then follow this article

    How to clear out corrupted definitions for a Symantec Endpoint Protection client manually

    http://www.symantec.com/docs/TECH103176

    Also if possible reboot the server once.
     

     



  • 6.  RE: GUP download Error

    Posted Apr 26, 2013 10:30 AM

    The client is still updating as I've set my servers to connect directly with liveupdate if their defs go more than a few hours out of date.

    Therefore I'm pretty sure the defs are not corrupted.



  • 7.  RE: GUP download Error

    Posted Apr 26, 2013 10:33 AM

    Is the GUP on the same LAN as the clients?



  • 8.  RE: GUP download Error

    Posted Apr 27, 2013 06:19 AM

    Anything filtering the traffic between this Server an local gup?



  • 9.  RE: GUP download Error

    Posted Apr 30, 2013 04:25 AM

    Thanks for everyones comments.

    There is no filtering between the client and the GUP - I've also verified that other machines on the same subnet are connecting to the GUP and updating fine, as are all my other clients on various other subnets.

    On the proxy side we don't use ISA however we do a proxy (which is a HA proxy that load balances between 5 Scansafe proxy servers). How will the proxy settings affect the client updating via the GUP? surely that will only affect internet connectivity? As I mentioned earlier the client updates via the internet fine as LiveUpdate is set as a backup.



  • 10.  RE: GUP download Error

    Posted Apr 30, 2013 04:47 AM

    I'm still confused with this as I'm certain there is no problem with my network setup as all other clients on the same subnet connect without problem and there's no problem with the actual policy or GUPs since they are serving other clients fine.

    I would assume the log would give me more information as all I can decipher is:

    • The client recieves the list of GUP's ok
    • The correct GUP in the list is chosen my the client
    • The client sends a request to download the relevant files and then just times out.
    • Only peice of information given in the log for the timeout is: 'The storage control block address is invalid'

    What does "The storage control block address is invalid" mean? Tried to Google it and nothing helpful comes up...

    This is the relevant peice of the log below:


    04/24 22:05:18.525 [764] Request> http://10.244.161.15:2967/content/{810D5A61-809F-49c2-BD75-177F0647D2BA}/130424017/Full.zip
    04/24 22:05:26.479 [6140] <CSyLink::mfn_DownloadNow()>
    04/24 22:05:26.479 [6140] </CSyLink::mfn_DownloadNow()>
    04/24 22:06:28.496 [6140] <CSyLink::mfn_DownloadNow()>
    04/24 22:06:28.496 [6140] </CSyLink::mfn_DownloadNow()>
    04/24 22:07:18.528 [764] AH: (InetWaiting) time out. Timeout period: 120000
    04/24 22:07:18.528 [764] Throw Internet Exception, Error Code=9;Internet Session Timeout
    04/24 22:07:18.528 [764] CInternetException: CHttpConnector::SendRequest: The storage control block address is invalid.



  • 11.  RE: GUP download Error

    Trusted Advisor
    Posted May 08, 2013 07:08 AM

    Hello,

    Could you please let us know if the SharedUpdates Folder is mapped to a different drive?

    In your case, we would require the entire sylink.log to understand the root cause of the issue - 

    Secondly, I would request you to please create a case with Symantec Technical Support.

    How to create a new case in MySymantec

    http://www.symantec.com/business/support/index?page=content&id=TECH58873

    Phone numbers to contact Tech Support:-

    Regional Support Telephone Numbers:

    • United States: https://support.broadcom.com (407-357-7600 from outside the United States)
    • Australia: 1300 365510 (+61 2 8220 7111 from outside Australia)
    • United Kingdom: +44 (0) 870 606 6000

    Additional contact numbers: http://www.symantec.com/business/support/contact_t...

    Hope that helps!!