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Live update error

Created: 10 Oct 2012 • Updated: 26 Dec 2012 | 7 comments
This issue has been solved. See solution.

Hi Guys,

we are testing SEP 12.1 now. On all the test PCs, the live update cannot work well.

The log is as below:

 

Error LiveUpdate encountered an error: Failed to resolve LiveUpdate server name (0xA100000D). 

 

We are using Bluocoat as web  Proxy  and Microsoft TMG as application proxy.
 

Comments 7 CommentsJump to latest comment

Ashish-Sharma's picture

Check this artical

http://www.symantec.com/business/support/index?page=content&id=TECH101807

Unable to resolve the name of the server. LU1814: "LiveUpdate could not retrieve the catalog file of available Symantec product and component updates

http://www.symantec.com/business/support/index?page=content&id=TECH94552

Thanks In Advance

Ashish Sharma

 

 

Mithun Sanghavi's picture

Hello,

For Symantec Liveupdate, Allow these urls - 

http://liveupdate.symantecliveupdate.com
http://liveupdate.symantec.com
ftp://update.symantec.com

Also, Check these Articles for making proper exceptions : 

How to Update the Proxy settings in the Symantec Endpoint Protection Manager (SEPM) 12.1

https://www-secure.symantec.com/connect/articles/how-configure-proxy-settings-symantec-endpoint-protection-manager-sepm-121

Required exclusions for proxy servers to allow Symantec Endpoint Protection to connect to Symantec reputation and licensing servers

http://www.symantec.com/docs/TECH162286

Hope that helps!!

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.

greatgu's picture

Mithun Sanghavi,  

I can run live update when I am out of company internal network without error. So I assume it is proxy issue. How to enable debug log for SEP12? Maybe we can see more information in the debug log?

Mithun Sanghavi's picture

Hello,

In Symantec Endpoint Protection 12.1, 

For Liveupdate issue, you may require to check the log.liveupdate and log.lue for SEPM and SEP client respectively.

More detailed information about why LiveUpdate failed can be found in the following log file:s

<Drive>:\Documents and Settings\All Users\Application Data\Symantec\LiveUpdate\Log.LiveUpdate

LiveUpdate Engine creates a log file called Log.Lue, found in - 

On Windows XP and Windows server 2003:

C:\Documents and Settings\All Users\Application Data\Symantec\Symantec Endpoint Protection\<silo_id>\Data\Lue\Logs

On Windows Vista, Windows 7, and Windows Server 2008:

C:\Program Data\Symantec\Symantec Endpoint Protection\<silo_id>\Data\Lue\Logs

 

However, for Communication issue - check the Sylink Logs - 

To enable the sylink and debug logs, check these Articles below:

How to debug the Symantec Endpoint Protection client http://www.symantec.com/docs/TECH102412
 
How to enable Sylink debugging for the Symantec Endpoint Protection 11.x and 12.1 client in the Windows Registry

http://www.symantec.com/docs/TECH104758

 

I would also suggest you to check the Articles below as well - 

How to Configure the Proxy settings in the Symantec Endpoint Protection Manager (SEPM) 12.1

https://www-secure.symantec.com/connect/articles/how-configure-proxy-settings-symantec-endpoint-protection-manager-sepm-121

Symantec Endpoint Protection: LiveUpdate Troubleshooting Flowchart

http://www.symantec.com/docs/TECH95790

 

Hope that helps!!

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.

SOLUTION
Ashish-Sharma's picture

 How to enable Sylink debugging for the Symantec Endpoint Protection 11.x and 12.1 client in the Windows Registry

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

How to debug the Symantec Endpoint Protection client

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

Thanks In Advance

Ashish Sharma

 

 

Chetan Savade's picture

Hi,

Q. I can run live update when I am out of company internal network without error. So I assume it is proxy issue. How to enable debug log for SEP12? Maybe we can see more information in the debug log?

---> If problem is occuring while accessing only through internal network theny you should go through this article.

How to determine whether your firewall is blocking LiveUpdate

http://www.symantec.com/docs/TECH139451

Default Symantec Endpoint Protection 12.1 RU1 Firewall Policy explanation

http://www.symantec.com/docs/TECH180569

How to debug the Symantec Endpoint Protection client

Chetan Savade
Sr.Technical Support Engineer, Endpoint Security
Enterprise Technical Support
CCNA | CCNP | MCSE | SCTS |

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

Ashish-Sharma's picture

HI,

Did you received your answer ?

Thanks In Advance

Ashish Sharma