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LiveUpdate (3.3.0.69) stops downloading after 3500 KB within Backup Exec 2010 MP1 (13.0.2896) => LU1835: Connection to the LiveUpdate server failed

Created: 14 Jul 2010 • Updated: 06 Dec 2010 | 37 comments
SG's picture
This issue has been solved. See solution.

Dear All,

I have a really strange problem with the LiveUpdate (3.3.0.69) for Backup Exec 2010 MP1 running under Windows Server 2008 R2 Standard (64bit).

After a clean installation of the server with the OS and a clean installation of Backup Exec 2010 MP1 (13.0.2896) the first thing I tried was to run the LiveUpdate.

It directly connects to the Symantec Servers...
 

... and find all the necessary updates. If I proceed with a click on "Next" it starts the download but stops always exactly after 3500 KB...

... after some seconds the error message LU1835: Connection to the LiveUpdate server failed appears.

  • I'm connecting to LiveUpdate via a Proxy Server.
  • I already added http://*.symantec.com and http://liveupdate.symantecliveupdate.com to the Trusted Sites within Internet Explorer
  • I already checked the articel "How to determine whether your firewall is blocking LiveUpdate" with the result that everything is fine and nothing got blocked from the firewall
  • I already increased the time for time-out value for HTTP downloads with the result that the error message LU1835 will be displayed later.
  • I also already uninstalled LiveUpdate, rebooted the server, made a clean installation of LiveUpdate and run a repair of Backup Exec without any further result.
  • If I try to download a hotfix smaller than 3500 KB (like Hotfix 354911 with ~ 3,1 MB) it works fine for that hotfix - but no luck for any (single) hotfix > 3,5 MB
  • At the same time a LiveUpdate runs fine via the same network/same proxy on a Windows Server 2003 R2 and Backup Exec 12.5 installed on it. Here it's e.g. no problem to download SP4 (> 100 MB) for BE12.5 via LiveUpdate, so this is why I do not believe that the problem is related to our internet connection.

Any ideas as I'm running out of them...?

Kind regards,
 SG

Comments 37 CommentsJump to latest comment

RahulG's picture

Try downloading the service pack manually and installing it . and later run live update again to install the rest of hotfixes ...http://support.veritas.com/docs/290975

RahulG's picture

http://support.veritas.com/docs/286830  How to determine if a failed Backup Exec hotfix installation is a LiveUpdate download failure or a hotfix installation failure.

SG's picture

Hello,

Thanks Rahul, but your hints didn't solve the issue... frown

http://seer.entsupport.symantec.com/docs/290975.htm

  • The "time out" issue was already checked and was not the reason
  • "Rights and permissions" are set correctly
  • "Presence of a legacy file" => dll file was not existing
  • "Firewall settings" are also fine
  • "Damaged files" => the content of the LiveUpdates Download folder was deleted but after starting LiveUpdate again it stops exactly after 3500 KB
  • Doesn't really help as the hotfixes are not even downloaded as the download stops after 3500 KB

Any other ideas? Thanks in advance,

Best regards,
 SG

Joey B's picture

SG,

I am having the exact same issue.  BE2010 and Server 2008 R2 64 bit.  I spent and hour and a half on the phone with support on Tuesday with no fix.
We uninstall/reinstalled LiveUpdate, did a repair on the BE install, still no luck.

To me it seems that it has to be a setting somewhere, in a file or the registry that is set for 3500 KB since it keeps stopping at that number.

I will update if I come across a solution.

Joe

Zuaib's picture

If UAC is enabled on the server ( It being a 2008 server UAC will be enabled ) even then live update can fail.
PLease try this Run backup Exec as an administrator and then run live update from it.

Akos's picture

Same problem, stuck with manual patching. It's getting cumbersome managing ~10 backup servers. (UAC off, Server 2008R2, admin credentials, Backup Exec 2010, 3500kB download limit)

SG's picture

Hi there,

I also can confirm, that it is not the UAC which is causing this issue.

What I tried:

  • Disabled UAC completely, rebooted the Server, started Backup Exec and run LiveUpdate => it stopps again exactly after 3500 KB
  • Started Backup Exec as Administrator (with disabled UAC) and run LiveUpdate => same behaviour

On the one hand hand I am glad to hear that I am not the only one having this issue, on the other hand it is strange, that this kind of issue can even happen...

Best regards,
 SG

RahulG's picture

might be some issue with proxy ...as you were not able to manullay download as well. ..
Can you try downloading from a different machine where you do not have proxy configured

SG's picture

Hi Rahul,

Not sure why you think it may be a proxy issue!? What did you read?

Other users are reporting the same issue in this post! And I am able to download all thes hotfixes manually! Also the same LiveUpdate-Version is able to download e.g SP4 (which is > 100 MB!) of Backup Exec 12.5 on a Windows Server 2003 R2 32bit.

Best regards,
 SG

MTC's picture

cannot use live update on SBS or on workstations - and nothing has changed on our equipment.
is Symantec aware of this issue that multiple people are having across multiple machines?

is there a fix for this?

Help!!

SG's picture

Still have that issue. I completely reinstalled my test server with Win 2008R2 and made a new installation of Backup Exec 2010 MP1.

Prior to the first start of Backup Exec it will run the LiveUpdate, which finds more than 100 MB of updates. I start the download and it excatly stops again after 3,5 MB!

Any Symantec Employee here reading this and having an idea why it's not possible anymore to fix Backup Exec bugs via Live Update?

Jerry Phillips's picture

I have the same issue here. I have about 30 servers and alot, but not all of them are experiencing the issue. LiveUpdate will fail at certain points during the download process.

If the download portion of LiveUpdate is successful, then the install portion will proceed with no problems. I can expand the Backup Exec 2010 product on the LiveUpdate "Options" screen and choose the Hotfixes one or two at a time and most of them will complete. However, there are three that seem to always fail (348315, 351400, and 351451), which led me to believe they may have been corrupt. And most of  the time they will fail at 3500, 7500, or 15500 KB, which reinforced my belief of corruption. I did reinstall LiveUpdate 3.3 just to eliminate it as a possibilty. By the way, I too could download the updates manually through Symantec's tech documents.

I opened a case with tech support and was escalated to teir 2 support. Although I was having issues, the tech had no problems at all completing the LiveUpdate on his test machines several times, yet at the same time I was having issues. This left me with three conclusions... 1) the LiveUpdate servers and files were probably fine, 2) it was probably not server related since it was happening on more than one or two, and 3) it was probably network related as since the issue was only occurring during the download process.

Because I had more than a couple server with this issue I was able to leave one of them in the original state before any troubleshooting. For weeks, all I would do is continually try to run LiveUpdate and it would ALWAYS fail. Our proxy is controlled by another office, so getting this server excluded from the proxy took time. After they "unfiltered" the server's IP, I tried it again. It worked with no problems, no pause, nothing.... It went through smooth as silk! I know it's only one server, but considering the consistant failures and as soon as the proxy is bypassed it worked... I see smoke coming out of the barrel.

Leaving our site servers unfiltered doesn't seem to be an option, so I've been looking into an internal LiveUpdate Administrator server. I'm not an IIS guy, so I'm still trying to get it configured and working, but it seems to be the best solution.

SG's picture

Today I installed Backup Exec 2010 R2 on a test environment using our proxy server.

It's still the same mad behaviour - after 3500 KB the download of a hotfix stops and fails.

Very disappointing...

SG frown

Mahesh Roja's picture

the time out value and checked

The following settings must be changed:

PREFERENCES\INTERNET_CONNECT_TIMEOUT=<value in seconds>
PREFERENCES\INTERNET_READ_DATA_TIMEOUT=<value in seconds>

The following is an example of how this setting would appear for a 30-second time-out value:

PREFERENCES\INTERNET_CONNECT_TIMEOUT=30
PREFERENCES\INTERNET_READ_DATA_TIMEOUT=30

You increase the value and see

If this Info helps to resolve the issue please Mark as Solution

Thanks

SG's picture

Do you mean the Log.LiveUpdate located in "C:\ProgramData\Symantec\LiveUpdate" with logs?

If so, here you go:

////////////////////////////////////////////////////////////////////////////////
////////////////////////////////////////////////////////////////////////////////
// Start LuComServer
////////////////////////////////////////////////////////////////////////////////
////////////////////////////////////////////////////////////////////////////////
27.09.2010, 13:16:01 GMT -> LuComServer version: 3.3.0.92
27.09.2010, 13:16:01 GMT -> LiveUpdate Language: English
27.09.2010, 13:16:01 GMT -> LuComServer Sequence Number: 20090713
27.09.2010, 13:16:01 GMT -> OS: Windows 2008R2 Standard Edition, Service Pack: 0, Major: 6, Minor: 1, Build: 7600 (64-bit)
27.09.2010, 13:16:01 GMT -> System Language:[0x0407], User Language:[0x0407]
27.09.2010, 13:16:01 GMT -> IE 7 Support
27.09.2010, 13:16:01 GMT -> ComCtl32 version: 6.16
27.09.2010, 13:16:01 GMT -> IP Addresses: fe80::c1b2:965f:e6bc:da7c%16, 10.159.32.28
27.09.2010, 13:16:01 GMT -> Loading C:\ProgramData\Symantec\LiveUpdate\Product.Inventory.LiveUpdate
27.09.2010, 13:16:01 GMT -> Opened the product inventory at "C:\ProgramData\Symantec\LiveUpdate\Product.Inventory.LiveUpdate".
27.09.2010, 13:16:01 GMT -> Combined Product Inventory Flags 0, Permanent Flags 0, Permanent Flags Filter 0
27.09.2010, 13:16:01 GMT -> LiveUpdate flag value for this run is 0
27.09.2010, 13:16:01 GMT -> The command line is -UpdateOptOut=BackupExec
27.09.2010, 13:16:01 GMT -> ProductRegCom/luGroup(PID=3708/TID=3436): Successfully created an instance of an luGroup object!
27.09.2010, 13:16:01 GMT -> ProductRegCom/luGroup(PID=3708/TID=3436): Path for calling process executable is C:\Program Files (x86)\Symantec\LiveUpdate\LUALL.EXE.
27.09.2010, 13:16:01 GMT -> ProductRegCom/luGroup(PID=3708/TID=3436): Destroyed luGroup object.
27.09.2010, 13:16:01 GMT -> Scanning the following file for potentially malicious host entries: C:\Windows\system32\Drivers\etc\hosts
27.09.2010, 13:16:01 GMT -> Scanning the following file for potentially malicious host entries: C:\Windows\system32\Drivers\etc\lmhosts.sam
27.09.2010, 13:16:01 GMT -> LiveUpdate did not find any malicious host entries in any hosts files.
27.09.2010, 13:16:01 GMT -> **** Starting an Interactive Mode LiveUpdate Session ****
27.09.2010, 13:16:01 GMT -> User Type: Administrator.
27.09.2010, 13:16:03 GMT -> ***********************        Start of New LU Session        ***********************
27.09.2010, 13:16:03 GMT -> EVENT - SESSION START EVENT - The LiveUpdate session is running in Interactive Mode.
27.09.2010, 13:16:03 GMT -> Progress Update: TRYING_HOST: HostName: "liveupdate.symantecliveupdate.com" URL: "http://liveupdate.symantecliveupdate.com" HostNumber: 0
27.09.2010, 13:16:03 GMT -> Progress Update: TRIFILE_DOWNLOAD_START: Number of TRI files: 0 Downloading LiveUpdate catalog file
27.09.2010, 13:16:03 GMT -> LiveUpdate will download the first Mini-TRI file,
27.09.2010, 13:16:03 GMT -> LiveUpdate did not register itself as a LiveUpdate updatable product
27.09.2010, 13:16:03 GMT -> LiveUpdate will check for Mini-TRI file support on the server since the first Mini-TRI file was not available ().
27.09.2010, 13:16:03 GMT -> Progress Update: DOWNLOAD_BATCH_START: Files to download: 1, Estimated total size: 0
27.09.2010, 13:16:03 GMT -> Progress Update: PRE_CONNECT: Proxy: "(not-available)" Agent: "Symantec LiveUpdate" AccessType: 0x0      
27.09.2010, 13:16:03 GMT -> Progress Update: CONNECTED: Proxy: "(not-available)" Agent: "bcoDcmosqwgns3k/y/1MAc1WlcsEZmgTAAAAAA" AccessType: 0x0      
27.09.2010, 13:16:03 GMT -> Progress Update: DOWNLOAD_FILE_START: URL: "http://liveupdate.symantecliveupdate.com/minitri.flg", Estimated Size: 0, Destination Folder: "C:\ProgramData\Symantec\LiveUpdate\Downloads"
27.09.2010, 13:16:04 GMT -> HttpSendRequest (status 304): Request succeeded - File up to date so download is not required
27.09.2010, 13:16:04 GMT -> Progress Update: DOWNLOAD_FILE_NOT_MODIFIED: URL: "http://liveupdate.symantecliveupdate.com/minitri.flg", Full Download Path: "C:\ProgramData\Symantec\LiveUpdate\Downloads\minitri.flg"
27.09.2010, 13:16:04 GMT -> Progress Update: DOWNLOAD_FILE_FINISH: URL: "http://liveupdate.symantecliveupdate.com/minitri.flg", Full Download Path: "C:\ProgramData\Symantec\LiveUpdate\Downloads\minitri.flg" HR: 0x0      
27.09.2010, 13:16:04 GMT -> Progress Update: DOWNLOAD_BATCH_FINISH: HR: 0x0       , Num Successful: 1
27.09.2010, 13:16:04 GMT -> Progress Update: HOST_SELECTED: Host IP: "92.123.154.73" URL: "http://liveupdate.symantecliveupdate.com" HostNumber: 0
27.09.2010, 13:16:04 GMT -> Attempting to load SymCrypt...
27.09.2010, 13:16:04 GMT -> SymCrypt.dll does not exist.
27.09.2010, 13:16:04 GMT -> EVENT - SERVER SELECTION SUCCESSFUL EVENT - LiveUpdate connected to server liveupdate.symantecliveupdate.com at path  via a HTTP connection. The server connection connected with a return code of 200, Successfully download TRI file
27.09.2010, 13:16:04 GMT -> LiveUpdate is connected to a server with Mini-TRI file support.  LiveUpdate will download and process the remaining Mini-TRI files.
27.09.2010, 13:16:04 GMT -> Check for updates to:  Product: Backup Exec X64, Version: 13.0.4164.0, Language: SymAllLanguages.  Mini-TRI file name: backup$20exec$20x64_13.0.4164.0_symalllanguages_livetri.zip
27.09.2010, 13:16:04 GMT -> Progress Update: TRIFILE_DOWNLOAD_END: Number of TRI files: "0"
27.09.2010, 13:16:04 GMT -> Progress Update: TRIFILE_DOWNLOAD_START: Number of TRI files: 1 Downloading Mini-TRI files
27.09.2010, 13:16:04 GMT -> Progress Update: DOWNLOAD_BATCH_START: Files to download: 1, Estimated total size: 0
27.09.2010, 13:16:04 GMT -> Progress Update: DOWNLOAD_FILE_START: URL: "http://liveupdate.symantecliveupdate.com/backup$20exec$20x64_13.0.4164.0_symalllanguages_livetri.zip", Estimated Size: 0, Destination Folder: "C:\ProgramData\Symantec\LiveUpdate\Downloads"
27.09.2010, 13:16:04 GMT -> HttpSendRequest (status 304): Request succeeded - File up to date so download is not required
27.09.2010, 13:16:04 GMT -> Progress Update: DOWNLOAD_FILE_NOT_MODIFIED: URL: "http://liveupdate.symantecliveupdate.com/backup$20exec$20x64_13.0.4164.0_symalllanguages_livetri.zip", Full Download Path: "C:\ProgramData\Symantec\LiveUpdate\Downloads\backup$20exec$20x64_13.0.4164.0_symalllanguages_livetri.zip"
27.09.2010, 13:16:04 GMT -> Progress Update: DOWNLOAD_FILE_FINISH: URL: "http://liveupdate.symantecliveupdate.com/backup$20exec$20x64_13.0.4164.0_symalllanguages_livetri.zip", Full Download Path: "C:\ProgramData\Symantec\LiveUpdate\Downloads\backup$20exec$20x64_13.0.4164.0_symalllanguages_livetri.zip" HR: 0x0      
27.09.2010, 13:16:04 GMT -> Progress Update: DOWNLOAD_BATCH_FINISH: HR: 0x0       , Num Successful: 1
27.09.2010, 13:16:04 GMT -> LiveUpdate copied the Mini-TRI file from C:\ProgramData\Symantec\LiveUpdate\Downloads\backup$20exec$20x64_13.0.4164.0_symalllanguages_livetri.zip to C:\ProgramData\Symantec\LiveUpdate\Downloads\Tri626\backup$20exec$20x64_13.0.4164.0_symalllanguages_livetri.zip
27.09.2010, 13:16:04 GMT -> Progress Update: UNZIP_FILE_START: Zip File: "C:\ProgramData\Symantec\LiveUpdate\Downloads\Tri626\backup$20exec$20x64_13.0.4164.0_symalllanguages_livetri.zip", Dest Folder: "C:\ProgramData\Symantec\LiveUpdate\Downloads\Tri626"
27.09.2010, 13:16:04 GMT -> Progress Update: UNZIP_FILE_PROGRESS: Extracting file: "liveupdt.grd"
27.09.2010, 13:16:04 GMT -> Progress Update: UNZIP_FILE_PROGRESS: Extracting file: "liveupdt.sig"
27.09.2010, 13:16:04 GMT -> Progress Update: SECURITY_SIGNATURE_MATCHED: GuardFile: "C:\ProgramData\Symantec\LiveUpdate\Downloads\Tri626\liveupdt.grd"
27.09.2010, 13:16:04 GMT -> Progress Update: UNZIP_FILE_FINISH: Zip File: "C:\ProgramData\Symantec\LiveUpdate\Downloads\Tri626\backup$20exec$20x64_13.0.4164.0_symalllanguages_livetri.zip", Dest Folder: "C:\ProgramData\Symantec\LiveUpdate\Downloads\Tri626", HR: 0x0      
27.09.2010, 13:16:04 GMT -> Progress Update: UNZIP_FILE_START: Zip File: "C:\ProgramData\Symantec\LiveUpdate\Downloads\Tri626\backup$20exec$20x64_13.0.4164.0_symalllanguages_livetri.zip", Dest Folder: "C:\ProgramData\Symantec\LiveUpdate\Downloads\Tri626"
27.09.2010, 13:16:04 GMT -> Progress Update: UNZIP_FILE_PROGRESS: Extracting file: "liveupdt.tri"
27.09.2010, 13:16:04 GMT -> Progress Update: UNZIP_FILE_FINISH: Zip File: "C:\ProgramData\Symantec\LiveUpdate\Downloads\Tri626\backup$20exec$20x64_13.0.4164.0_symalllanguages_livetri.zip", Dest Folder: "C:\ProgramData\Symantec\LiveUpdate\Downloads\Tri626", HR: 0x0      
27.09.2010, 13:16:04 GMT -> Progress Update: SECURITY_PACKAGE_TRUSTED: "C:\ProgramData\Symantec\LiveUpdate\Downloads\Tri626\liveupdt.tri"
27.09.2010, 13:16:04 GMT -> Available Update for Product: Backup Exec X64, Version: 13.0.4164.0, Language: SymAllLanguages, ItemSeqName: HF358289.  Current Sequence Number: 0, New Sequence Number 1, Update filename 1284648246jtun_hf04x64bit.zip
27.09.2010, 13:16:04 GMT -> Progress Update: TRIFILE_DOWNLOAD_END: Number of TRI files: "1"
27.09.2010, 13:16:04 GMT -> ********* Finished Finding Available Updates *********

27.09.2010, 13:16:08 GMT -> Progress Update: PATCH_DOWNLOADING_START: Number of patches: 1
27.09.2010, 13:16:08 GMT -> GetUpdates: Backup Exec X64, 13.0.4164.0, SymAllLanguages ==> 1284648246jtun_hf04x64bit.zip
27.09.2010, 13:16:08 GMT -> Progress Update: DOWNLOAD_BATCH_START: Files to download: 1, Estimated total size: 9596860
27.09.2010, 13:16:08 GMT -> Update file 1284648246jtun_hf04x64bit.zip may be divided into bandwidth reducing segments.
27.09.2010, 13:16:08 GMT -> Progress Update: DOWNLOAD_SEGMENT_BATCH_START: Downloading segmented file 1284648246jtun_hf04x64bit.zip.full.zip (size 8931694) instead of update file http://liveupdate.symantecliveupdate.com/1284648246jtun_hf04x64bit.zip (size 9596860)
27.09.2010, 13:16:08 GMT -> Progress Update: DOWNLOAD_SEGMENT_FILE_START: Downloading segment file http://liveupdate.symantecliveupdate.com/segments/1284648246jtun_hf04x64bit.zip.seg1.zip instead of update 1284648246jtun_hf04x64bit.zip: file size 3584000
27.09.2010, 13:16:08 GMT -> Progress Update: DOWNLOAD_FILE_START: URL: "1284648246jtun_hf04x64bit.zip", Estimated Size: 3584000, Destination Folder: "C:\ProgramData\Symantec\LiveUpdate\Downloads"
27.09.2010, 13:16:53 GMT -> CSendHTTPRequest::SendRequest - Timed out while communicating with server.
27.09.2010, 13:16:53 GMT -> Progress Update: DOWNLOAD_FILE_FINISH: - NOTE - URL: "1284648246jtun_hf04x64bit.zip", Full Download Path: "C:\ProgramData\Symantec\LiveUpdate\Downloads\1284648246jtun_hf04x64bit.zip.seg1.zip" HR: 0x802A0045
27.09.2010, 13:16:53 GMT -> HR 0x802A0045 DECODE: E_UNABLE_TO_REACH_SERVER
27.09.2010, 13:16:53 GMT -> Progress Update: DOWNLOAD_SEGMENT_FILE_END: Downloaded file http://liveupdate.symantecliveupdate.com/segments/1284648246jtun_hf04x64bit.zip.seg1.zip instead of update 1284648246jtun_hf04x64bit.zip: file size 3584000
27.09.2010, 13:16:53 GMT -> Progress Update: DOWNLOAD_BATCH_FINISH: HR: 0x802A0045, Num Successful: 0
27.09.2010, 13:16:53 GMT -> HR 0x802A0045 DECODE: E_UNABLE_TO_REACH_SERVER
27.09.2010, 13:16:53 GMT -> EVENT - SESSION END FAILED EVENT - The LiveUpdate session ran in Interactive Mode. LiveUpdate found 1 updates available, of which 0 were installed and 1 failed to install.  The LiveUpdate session exited with a return code of 1835, The LiveUpdate server failed to respond in a reasonable amount of time.
27.09.2010, 13:41:16 GMT -> ***********************           End of LU Session           ***********************
////////////////////////////////////////////////////////////////////////////////
////////////////////////////////////////////////////////////////////////////////
// End LuComServer
////////////////////////////////////////////////////////////////////////////////
////////////////////////////////////////////////////////////////////////////////
 
SG's picture

Hello,

The other post is recommending to modify the file Settings.LiveUpdate located in C:\ProgramData\Symantec\LiveUpdate.

The two lines should be changed to a value of 300:

PREFERENCES\INTERNET_CONNECT_TIMEOUT=300
PREFERENCES\INTERNET_READ_DATA_TIMEOUT=300

I did this but same result:

and after some more seconds (300?)...

no

Colin Weaver's picture

I belive this issue has also been seen where timeouts on firewalls/routers/proxy servers are causing an issue which might mean this is nothing to do with LU itself.

SG's picture

Hi Colin,

I agree but the strange thing is, that I am not the only customer having this issue (see thread) and:

At the same time a LiveUpdate runs fine via the same network/same proxy on a Windows Server 2003 R2 and Backup Exec 12.5 installed on it. Here it's e.g. no problem to download SP4 (> 100 MB) for BE12.5 via LiveUpdate, so this is why I do not believe that the problem is related to our internet / proxy connection.

SG

Akos's picture

This worked for me on BE2010(13.0Rev.2896) & 2008R2:

  • Control Panel / Symantec Live Update / General: Interactive Mode
     
  • Control Panel / Symantec Live Update / Update Cache / Maximum Cache Size: <maximum>
     

Not sure, whether both are necessary or not.

Colin Weaver's picture

The only formal cases I have been aware of for this issue awere all found to have been caused by influences external to Symantec - i.e timeouts on Firewalls, routers and proxy servers

Stangely the failure always seem to be 3500kb so it is likely that  there is a default out there somewhere that causes this.

SG's picture

I tried the possible solution from Akos and changed the LU Update Cache to Maximum (on a complete fresh installation of Windows Server 2008R2 and Backup Exec 2010 R2) but still the same story...

@Colin Weaver: Don't know if you read my starting post - but as already told: a Backup Exec 12.5 running on Windows Server 2003 R2 is working withing ANY issues regarding Live Update. And this server is connected in the same way to the network, proxy,...

Best regards,

 SG

VJware's picture

Hello SG.

One of the SEP colleagues suggested the following. (not sure if you have already tried the same)

1: Make sure that there is no proxy being used in Internet Explorer settings.

2: Execute LuConfig.exe from C:\Program Files\Symantec\LiveUpdate

3 - In HTTP tab, Select "I do not use a proxy server for HTTP".

4 - Apply and OK and close the LiveUpdate configuration.

5 - In C:\Documents and Settings\All Users\Application Data\Symantec\LiveUpdate, open and edit "Settings.LiveUpdate"

6 - Go to the end of the file and edit the following parameters:
    PREFERENCES\INTERNET_CONNECT_TIMEOUT=45
    PREFERENCES\INTERNET_READ_DATA_TIMEOUT=45

Set them to:

    PREFERENCES\INTERNET_CONNECT_TIMEOUT=450
    PREFERENCES\INTERNET_READ_DATA_TIMEOUT=450

7- Save and close the file.

8 - Now run Luall.exe.

Hamster1066's picture

I had the same problem on 2 separate servers with new installs of 2010 R2. The following rectified the problem:

From Control Panel, change LiveUpdate Configuration HTTP settings to "I want to customise my HTTP settings for LiveUpdate". Enter proxy IP and port number.

Change the Update Cache size to 30MB and click "remove all files from cache".

Run LiveUpdate from Backup Exec again and it should proceed without issue.

This resolved the problem on both servers. Hopefully it works for others.

Regards,

DH

SOLUTION
JustMeHere's picture

This solved the issue for me immediately, thanks heaps.

Funny how this thread has be here for almost 6 months and the day that I run into this issue it got an answer...

Definite bug in the way LiveUpdate handles proxies under 2008R2. I put some logging on the firewall and as soon as the file size hits 3500kb LiveUpdate disregards the proxy and attempts to go direct to the internet (which won't work if you have a half-way serious firewall configuration)

SG's picture

Hi Hamster1066,

Thank you very much. This finaly solved also my issue I had with LiveUpdate! smiley

@Swathi: Wow, you're fast if you want something from me/the customer. But where were you/was Symantec in the last month to help me/the customer to solve this issue?? All the (few) Symantec employees who respond to that threat either didn't read my detailed explanation on what I already tested and suggested me to do the same again or they just told me it's a "firewall issue" means it's the fault of the customer itself!

Sorry but this sucks, Symantec! no

Best regards,
 SG

Swathi Turlapaty's picture

Thanks SG for the compliments. We admins are responsible to keep our community thriving. Hence our actions. I' happy to see your issue resolved, which paved path for many other users looking for a solution related to similar issues. Kudos guys!

SG's picture

Kudos guys! => Indeed!

The customers must help themselves as the technical Support from Symantec is not efficient anymore. I could tell you stories about the support which no one would believe me. Reaction time of 10 (!) days on critical cases... callbacks on midnight on my voicebox...

Ryan.H's picture

For others closer to my situation:

I was having the same problem with it stopping at 3500, then 7000, then immediately, and then it would repeat that cycle.  We do not use a proxy.  It only occurs on 2k8 servers.  2k3 servers have no issues updating through LiveUpdate.  I found that checking the option under the HTTP tab of LiveUpdate Config (in control panel) for "I want to use my Internet Options HTTP settings" caused all Win2k8 servers with BE 2010 or BE 2010R2 to fail.  It seems that choosing this option, which is the default after installation, is the same as choosing "I want to customize my HTTP settings for LiveUpdate" and then not entering in any proxy address or port number.  It's basically taking that first selection to mean you do use a proxy server, whether you do or not and then giving no addressing since there's none to give.  Based on what others have said above, it looks to me like the selection to take settings from Internet options isn't working whether you use a proxy server or not.  So if you're like me, change it specifically to "I do not use a proxy server for HTTP."  I did the same on the FTP tab.  Essentially, the "I want to use my Internet Options HTTP settings" isn't working at all so pick one of the other two option depending on whether or not you use a proxy in your environment.

Also, I've been finding that LiveUpdate run from within BE 2010 increasingly does not see any Symantec products installed that can be updated.  However running luall.exe from outside of BE causes it to see all installed products and updates them properly.

LiveUpdate under 64bit 2008 servers seems to be not at all ready for prime time.  I know many others having these exact same problems, plus all the people who have posted here.

Colin Weaver's picture

Just for info of Ryan.H - by default running LiveUpdate from within the Backup Exec console is configured to ONLY let you see the Backup Exec updates - it should not show you the updates for other Symantec products when you start LiveUpdate in this way.

Similarly by defaulty if you run luall.exe directly from the folder it should not show you Backup Exec updates but show you the updates for other Symantec products.

The above comments relate to the more recent versions of Backup Exec some of the earlier versions worked differently and we received complaints that the schedule for updating Anti-Virus would try and update Backup Exec as well - often causing backup job failues if this happened overnight. Hence we seperated Backup Exec's registration in LiveUpdate from that of other applications as a default.

You can change this behaviour using BEUpdateOps.exe

spammer's picture

Here is our Setup:

Hardware:    W3K Server

Software:     New BE2010R2 install

                     BorderManager Firewall/Proxy Server

History:

Liveupdate on Backexec 2010 would fail at stages when downloading updates. As suggested above, I cleared the cache in liveupdate, I customized settings (porxy) but nothing resolved the issue. After 3 hours I decided that maybe the firewall had something to do with it.

I was hesitant but I decided to disabled the filters. Although the Update would start an error was always returned, "not enough disk space". With 23 GB free I did A disk cleanup but to my disapointment the process would continue to fail.  I didnt like the idea of exposing all of my ports to the world so I quickly abandoned that idea after a brief exposure.

Next, I zero'ed in on the Proxy server and the Cache. So I downed the proxy server. That process took 3 minutes. Then I reloaded the proxy server with the -cc (Clear Cache) command. Reloading the Proxy Server took longer than usuual as the this Firewall/Proxy server was operating without incident for 465 days (I love Novell Products they run without fail forever).  After I proxy loaded correctly I tried liveupdate and It worked!

So, if you have a software Firewall/Proxy server, like Novell's BorderManager, look to reset/empty the Cache.

It worked for us!