Video Screencast Help

Intelligent Update Error

Created: 11 Apr 2011 | 18 comments

 

I'm receiving this error when running Intelligent Updater on a system with RU5 installed:
 
Mon Apr 11 10:42:12 2011 : IGNORE ENTRY: Ignoring entry for VIRSCAN.zip because of registry read failure. Error occurred while reading the path for the Authorization DLL from the registry.
Mon Apr 11 10:42:12 2011 : IU failed while deploying V because a compatible product could not be found on the system. Please make sure that a compatible Symantec product is installed on the system.
 
 
Here is more detail:
 
Mon Apr 11 10:42:12 2011 : Entry details:
Mon Apr 11 10:42:12 2011 : Update-File: VIRSCAN.zip
Mon Apr 11 10:42:12 2011 : Update-Desc: Virus Definitions
Mon Apr 11 10:42:12 2011 : Auth DLL Name: ISAuthDLL
Mon Apr 11 10:42:12 2011 : Auth DLL Location: local
Mon Apr 11 10:42:12 2011 : Auth Content-Type: virus definitions x32
Mon Apr 11 10:42:12 2011 : Deploy Content-Type: virus definitions x32
Mon Apr 11 10:42:12 2011 : Deplo DLL Name: ISDeployDLL
Mon Apr 11 10:42:12 2011 : Deploy DLL Location: local
Mon Apr 11 10:42:12 2011 : AUTH DLL LOCATION: IU will read the DLL location from registry - ISAuthDLL
Mon Apr 11 10:42:12 2011 : REG SUCCESS: Success while opening key 
Mon Apr 11 10:42:12 2011 : REG FAILURE: Failed while reading the value for key named 
Mon Apr 11 10:42:12 2011 : DEPLOY DLL LOCATION: IU will read the DLL location from registry - ISDeployDLL
Mon Apr 11 10:42:12 2011 : REG SUCCESS: Success while opening key 
Mon Apr 11 10:42:12 2011 : REG FAILURE: Failed while reading the value for key named 
Mon Apr 11 10:42:12 2011 : IGNORE ENTRY: Ignoring entry for VIRSCAN.zip because of registry read failure. Error occurred while reading the path for the Authorization DLL from the registry.
Mon Apr 11 10:42:12 2011 : IU failed while deploying V because a compatible product could not be found on the system. Please make sure that a compatible Symantec product is installed on the system.
Mon Apr 11 10:42:12 2011 : PROCESSING ENTRY: VIRSCAN.zip - Virus Definitions
Mon Apr 11 10:42:12 2011 : Entry details:
Mon Apr 11 10:42:12 2011 : Update-File: VIRSCAN.zip
Mon Apr 11 10:42:12 2011 : Update-Desc: Virus Definitions
Mon Apr 11 10:42:12 2011 : Auth DLL Name: Norton X32 AuthDLL
Mon Apr 11 10:42:12 2011 : Auth DLL Location: local
Mon Apr 11 10:42:12 2011 : Auth Content-Type: VirusDefs
Mon Apr 11 10:42:12 2011 : Deploy Content-Type: VirusDefs
Mon Apr 11 10:42:12 2011 : Deplo DLL Name: Norton X32 DeployDLL
Mon Apr 11 10:42:12 2011 : Deploy DLL Location: local
Mon Apr 11 10:42:12 2011 : AUTH DLL LOCATION: IU will read the DLL location from registry - Norton X32 AuthDLL
Mon Apr 11 10:42:12 2011 : REG SUCCESS: Success while opening key 
Mon Apr 11 10:42:12 2011 : REG FAILURE: Failed while reading the value for key named 
Mon Apr 11 10:42:12 2011 : DEPLOY DLL LOCATION: IU will read the DLL location from registry - Norton X32 DeployDLL
Mon Apr 11 10:42:12 2011 : REG SUCCESS: Success while opening key 
Mon Apr 11 10:42:12 2011 : REG FAILURE: Failed while reading the value for key named 
Mon Apr 11 10:42:12 2011 : IGNORE ENTRY: Ignoring entry for VIRSCAN.zip because of registry read failure. Error occurred while reading the path for the Authorization DLL from the registry.
Mon Apr 11 10:42:12 2011 : IU failed while deploying V because a compatible product could not be found on the system. Please make sure that a compatible Symantec product is installed on the system.

Comments 18 CommentsJump to latest comment

ed16's picture

Some more info:

I'm using Intelligent updater 5.1.0.9.  All machines are 32 bit.  Intelligent Updater works on some of my machines that have issues, but many still have old virus definitions after running it.  Here is another machine with a similar error:

 

Mon Apr 11 10:52:11 2011 : CONFIG LOAD SUCCESS: Successfully loaded the configuration file: iuConfig.xml.
Mon Apr 11 10:52:11 2011 : IU INFO: File-name : 20110411-003-v5i32.EXE
Mon Apr 11 10:52:11 2011 : IU INFO: Creation-date : 20110411
Mon Apr 11 10:52:11 2011 : PROCESSING ENTRY: VIRSCAN.zip - Virus Definitions
Mon Apr 11 10:52:11 2011 : Entry details:
Mon Apr 11 10:52:11 2011 : Update-File: VIRSCAN.zip
Mon Apr 11 10:52:11 2011 : Update-Desc: Virus Definitions
Mon Apr 11 10:52:11 2011 : Auth DLL Name: SAVIUAuth
Mon Apr 11 10:52:11 2011 : Auth DLL Location: local
Mon Apr 11 10:52:11 2011 : Auth Content-Type: virus definitions x32
Mon Apr 11 10:52:11 2011 : Deploy Content-Type: virus definitions x32
Mon Apr 11 10:52:11 2011 : Deplo DLL Name: SAVIUDeploy
Mon Apr 11 10:52:11 2011 : Deploy DLL Location: local
Mon Apr 11 10:52:11 2011 : AUTH DLL LOCATION: IU will read the DLL location from registry - SAVIUAuth
Mon Apr 11 10:52:11 2011 : REG SUCCESS: Success while opening key 
Mon Apr 11 10:52:11 2011 : REG SUCCESS: Success while fetching the path for DLL : C:\Program Files\Symantec AntiVirus\IU\LuAuth.dll
Mon Apr 11 10:52:11 2011 : DEPLOY DLL LOCATION: IU will read the DLL location from registry - SAVIUDeploy
Mon Apr 11 10:52:11 2011 : REG SUCCESS: Success while opening key 
Mon Apr 11 10:52:11 2011 : REG SUCCESS: Success while fetching the path for DLL : C:\Program Files\Symantec AntiVirus\IU\DefUDply.dll
Mon Apr 11 10:52:12 2011 : AUTH SYMSIGNED BEGIN: Started.
Mon Apr 11 10:52:12 2011 : AUTH SYMSIGNED CLASS3 BEGIN: Entering CriticalSection Initialization .
Mon Apr 11 10:52:12 2011 : AUTH SYMSIGNED CLASS3: Succeeded find the class 3 ID, returning TRUE.
Mon Apr 11 10:52:12 2011 : AUTH SYMSIGNED END: Finished processing. Returns TRUE
Mon Apr 11 10:52:12 2011 : AUTH SYMSIGNED SUCCESS: Successfully verified Symantec Signature for the authorization dll C:\Program Files\Symantec AntiVirus\IU\LuAuth.dll
Mon Apr 11 10:52:12 2011 : AUTH LOAD SUCCESS: Successfully loaded the authorization dll - C:\Program Files\Symantec AntiVirus\IU\LuAuth.dll
Mon Apr 11 10:52:12 2011 : AUTH SYMSIGNED BEGIN: Started.
Mon Apr 11 10:52:12 2011 : AUTH SYMSIGNED CLASS3 BEGIN: Entering CriticalSection Initialization .
Mon Apr 11 10:52:12 2011 : AUTH SYMSIGNED CLASS3: Succeeded find the class 3 ID, returning TRUE.
Mon Apr 11 10:52:12 2011 : AUTH SYMSIGNED END: Finished processing. Returns TRUE
Mon Apr 11 10:52:12 2011 : DEPLOY SYMSIGNED SUCCESS: Successfully verified Symantec Signature for the deployment dll C:\Program Files\Symantec AntiVirus\IU\DefUDply.dll
Mon Apr 11 10:52:12 2011 : DEPLOY LOAD SUCCESS: Successfully loaded the deployment dll - C:\Program Files\Symantec AntiVirus\IU\DefUDply.dll
Mon Apr 11 10:52:12 2011 : AUTHORIZATION SUCCESSFUL: VIRSCAN.zip is successfully authorized for deployment.
Mon Apr 11 10:52:12 2011 : DEPLOY PATH SUCCESS: VIRSCAN.zip will be deployed at location C:\PROGRA~1\COMMON~1\SYMANT~1\VIRUSD~1\tmp29ce.tmp
Mon Apr 11 10:52:12 2011 : AUTH SYMSIGNED BEGIN: Started.
Mon Apr 11 10:52:12 2011 : AUTH SYMSIGNED CLASS3 BEGIN: Entering CriticalSection Initialization .
Mon Apr 11 10:52:12 2011 : AUTH SYMSIGNED CLASS3: Succeeded find the class 3 ID, returning TRUE.
Mon Apr 11 10:52:12 2011 : AUTH SYMSIGNED END: Finished processing. Returns TRUE
Mon Apr 11 10:52:12 2011 : UNRAR LOAD SUCCESS: Successfully loaded the UNRAR DLL.
Mon Apr 11 10:52:12 2011 : UNRAR OPEN SUCCESS: Success opening RAR file VIRSCAN.zip
Mon Apr 11 10:52:38 2011 : UNRAR EXTRACT SUCCESS: Succesfully extracted VIRSCAN.zip to C:\PROGRA~1\COMMON~1\SYMANT~1\VIRUSD~1\tmp29ce.tmp
Mithun Sanghavi's picture

Hello,

The Previous Logs show there was some other Antivirus which was installed. Do you hava Norton Antivirus before or ever installed on the machine?

Check the Errors:

 

Mon Apr 11 10:42:12 2011 : REG FAILURE: Failed while reading the value for key named 
Mon Apr 11 10:42:12 2011 : DEPLOY DLL LOCATION: IU will read the DLL location from registry - Norton X32 DeployDLL
Mon Apr 11 10:42:12 2011 : REG SUCCESS: Success while opening key 
Mon Apr 11 10:42:12 2011 : REG FAILURE: Failed while reading the value for key named 
Mon Apr 11 10:42:12 2011 : IGNORE ENTRY: Ignoring entry for VIRSCAN.zip because of registry read failure. Error occurred while reading the path for the Authorization DLL from the registry.
Mon Apr 11 10:42:12 2011 : IU failed while deploying V because a compatible product could not be found on the system. Please make sure that a compatible Symantec product is installed on the system.
 
Could you try uninstalling SEP and Liveupdate on the machine and make sure you Delete Symantec and Liveupdate Leftover Directories from the machine.
 
Install SEP again. I am sure that might help you.
 
Incase, of the other logs, No errors were found. Try Restarting the machine and check if that works. 
 
 
 

This issue can also be caused due to Using the wrong version of the Intelligent Updater. 

Endpoint Protection uses the (XXXXXXXX-XXX-v5i32.exe) filename

AntiVirus versions other than Endpoint Protection use the (XXXXXXXX-XXX-i32.exe) filename

 

All Intelligent Updater files can be found at :
ftp://ftp.symantec.com/AVDEFS/symantec_antivirus_corp/

Download  and run the correct file

 

Mithun Sanghavi
Senior Consultant
MIM | MCSA | MCTS | STS | SSE | SSE+ | ITIL v3

Don't forget to mark your thread as 'SOLVED' with the answer that best helped you.

ed16's picture

It's not running Norton, it's running SEP RU5.  It reports to my SEPM server.  It wouldn't do that if it had NAV or SAV installed.

P_K_'s picture

Try downlaoding the the i32.exe ( 20110411-003-i32.exe)   and see if that helps

MCT MCSE-2012 Symantec Technical Specialist (SCTS)

ed16's picture

Unfortunately, same error for 10411-003-i32.exe

 

Mon Apr 11 11:01:48 2011 : DEPLOY PATH SUCCESS: VIRSCAN.zip will be deployed at location C:\PROGRA~1\COMMON~1\SYMANT~1\VIRUSD~1\tmp3127.tmp
Mon Apr 11 11:01:48 2011 : AUTH SYMSIGNED BEGIN: Started.
Mon Apr 11 11:01:48 2011 : AUTH SYMSIGNED CLASS3 BEGIN: Entering CriticalSection Initialization .
Mon Apr 11 11:01:48 2011 : AUTH SYMSIGNED CLASS3: Succeeded find the class 3 ID, returning TRUE.
Mon Apr 11 11:01:48 2011 : AUTH SYMSIGNED END: Finished processing. Returns TRUE
Mon Apr 11 11:01:48 2011 : UNRAR LOAD SUCCESS: Successfully loaded the UNRAR DLL.
Mon Apr 11 11:01:48 2011 : UNRAR OPEN SUCCESS: Success opening RAR file VIRSCAN.zip
Mon Apr 11 11:01:57 2011 : UNRAR EXTRACT SUCCESS: Succesfully extracted VIRSCAN.zip to C:\PROGRA~1\COMMON~1\SYMANT~1\VIRUSD~1\tmp3127.tmp
Mon Apr 11 11:01:59 2011 : POST PROCESS SUCCESS: Successfully performed post processing for VIRSCAN.zip
Mon Apr 11 11:01:59 2011 : Calling ReleaseInstance() on the object of IIntelligentUpdaterDeploymentManager2.
Mon Apr 11 11:01:59 2011 : PROCESSING ENTRY: VIRSCAN.zip - Virus Definitions
Mon Apr 11 11:01:59 2011 : Entry details:
Mon Apr 11 11:01:59 2011 :  Update-File:    VIRSCAN.zip
Mon Apr 11 11:01:59 2011 :  Update-Desc:    Virus Definitions
Mon Apr 11 11:01:59 2011 :  Auth DLL Name:    ISAuthDLL
Mon Apr 11 11:01:59 2011 :  Auth DLL Location:   local
Mon Apr 11 11:01:59 2011 :  Auth Content-Type:   virus definitions x32
Mon Apr 11 11:01:59 2011 :  Deploy Content-Type:   virus definitions x32
Mon Apr 11 11:01:59 2011 :  Deplo DLL Name:   ISDeployDLL
Mon Apr 11 11:01:59 2011 :  Deploy DLL Location:   local
Mon Apr 11 11:01:59 2011 : AUTH DLL LOCATION: IU will read the DLL location from registry - ISAuthDLL
Mon Apr 11 11:01:59 2011 : REG SUCCESS: Success while opening key
Mon Apr 11 11:01:59 2011 : REG FAILURE: Failed while reading the value for key named
Mon Apr 11 11:01:59 2011 : DEPLOY DLL LOCATION: IU will read the DLL location from registry - ISDeployDLL
Mon Apr 11 11:01:59 2011 : REG SUCCESS: Success while opening key
Mon Apr 11 11:01:59 2011 : REG FAILURE: Failed while reading the value for key named
Mon Apr 11 11:01:59 2011 : IGNORE ENTRY: Ignoring entry for VIRSCAN.zip because of registry read failure. Error occurred while reading the path for the Authorization DLL from the registry.
Mon Apr 11 11:01:59 2011 : IU failed while deploying V because a compatible product could not be found on the system. Please make sure that a compatible Symantec product is installed on the system.
Mon Apr 11 11:01:59 2011 : PROCESSING ENTRY: VIRSCAN.zip - Virus Definitions
Mon Apr 11 11:01:59 2011 : Entry details:
Mon Apr 11 11:01:59 2011 :  Update-File:    VIRSCAN.zip
Mon Apr 11 11:01:59 2011 :  Update-Desc:    Virus Definitions
Mon Apr 11 11:01:59 2011 :  Auth DLL Name:    Norton X32 AuthDLL
Mon Apr 11 11:01:59 2011 :  Auth DLL Location:   local
Mon Apr 11 11:01:59 2011 :  Auth Content-Type:   VirusDefs
Mon Apr 11 11:01:59 2011 :  Deploy Content-Type:   VirusDefs
Mon Apr 11 11:01:59 2011 :  Deplo DLL Name:   Norton X32 DeployDLL
Mon Apr 11 11:01:59 2011 :  Deploy DLL Location:   local
Mon Apr 11 11:01:59 2011 : AUTH DLL LOCATION: IU will read the DLL location from registry - Norton X32 AuthDLL 

sandra.g's picture

Have a look at this and see if it applies:

Intelligent Updater fails to update Endpoint Protection (SEP) clients
http://www.symantec.com/docs/TECH122906

sandra

Symantec, Information Developer
Installation, Migration, Deployment and Patching
User Protection & Productivity, Endpoint Protection

Don't forget to mark your thread as 'solved' with the answer that best help

ed16's picture

Our clients are all 32 bit.

That link doesn't work. I tried signing in and the page still didn't come up.

sandra.g's picture

Sorry--try again with the link above. It should be available now (or in very near future).

sandra

Symantec, Information Developer
Installation, Migration, Deployment and Patching
User Protection & Productivity, Endpoint Protection

Don't forget to mark your thread as 'solved' with the answer that best help

ed16's picture

All of our machines with SEP started at MR3 and have been since upgraded directly to RU5.  We never deployed a version earlier than MR3 and we did not release any versions between MR3 and RU5.  We went directly to RU5.

 

When I check those registry settings on the machine, they point to:

 

SAVIUAuth          C:\Program Files\Symantec Antivirus\IU\LuAuth.dll

SAVIUDeploy      C:\Program Files\Symantec Antivirus\IU\DefUDply.dll

 

When I look at the client's machine.  Those files exist in those locations.  Those files do not reside in "C:\Program Files\Symantec\Symantec Endpoint Protection\IU\LuAuth.dll"

Do I still want to make the changes in the KB article and point those registry settings to nonexistent files?

sandra.g's picture

I'd say probably not.

sandra

Symantec, Information Developer
Installation, Migration, Deployment and Patching
User Protection & Productivity, Endpoint Protection

Don't forget to mark your thread as 'solved' with the answer that best help

Rafeeq's picture

You must have some permission issues on the registry, have u hardened the server?

right click on the intelligent updater exe and select run as admin..check if that udpates.

ed16's picture

I'm runnning it remotely via PSEXEC.  It is running under the context of a user that has administrative rights to the machine.

sandra.g's picture

Does the same thing happen if the Intelligent Updater file is run directly on the machine in question?

Would there be any read permission restrictions on the systems in question? Maybe Process Monitor running while trying to install the defs and see if there are any 'denied's...

sandra

Symantec, Information Developer
Installation, Migration, Deployment and Patching
User Protection & Productivity, Endpoint Protection

Don't forget to mark your thread as 'solved' with the answer that best help

ed16's picture

These are remote machines, so I do not have that ability.

sandra.g's picture

May I ask what exactly it is you are trying to achieve: remotely updating definitions on machines that don't have internet access and are not managed?

There is also command line for IU--or is this what you are using with PSEXEC?:

Available command-line options for Intelligent Updater versions 4 and 5
http://www.symantec.com/docs/TECH102351

sandra

Symantec, Information Developer
Installation, Migration, Deployment and Patching
User Protection & Productivity, Endpoint Protection

Don't forget to mark your thread as 'solved' with the answer that best help

ed16's picture

I have some remote desktops/laptops that have old virus definitions.  They are network connected and communicate regularly with our SEPMs, but for some reason have old definitions.  They have plently of free disk space.

I am seeking a solution to remotely correct this problem on a machine.  I want to remotely execute a tool that brings their definitions up to date.  These machines are out in the field and they are network connected, so I need to correct them without a physical visit.

I've been copying the intelligent updater to the machine and then running:

psexec -d -s <IntelligentUpdaterVersion.exe>

 

This has worked successfully for some of the machines, but fails on many of them.

sandra.g's picture

Hm. I suppose it is possible that the IU is not running for the same reason the definitions are not installing via the SEPM.

If they have the ability to connect to the internet, I would be tempted to see (on one of them) what happens if LiveUpdate were launched. Does it succeed or fail, and if fails, what's the error?

sandra

Symantec, Information Developer
Installation, Migration, Deployment and Patching
User Protection & Productivity, Endpoint Protection

Don't forget to mark your thread as 'solved' with the answer that best help

ed16's picture

I tried pointing the clients to grab their definitions from the Internet via LiveUpdate.  That fix 3 machines, but the other 50+ still have the issue.