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SEP 12.1cannot update via LiveUpdate Administrator

Created: 03 Jan 2013 | 10 comments
Mr R's picture

Dear Team,

 

Our client is using SEP 12.1, they have 800 client, for the update, they use Symantec LiveUpdate Administrator server, the LiveUpdate Administrator has complete update the definition, but when the SEPM try to download the update via LiveUpdate Administrator server, the SEPM cannot recieve the new update definition, there is an error when we trying to update SEPM via Live Update Administrator server using live update in the SEPM menu, is there any solution about this case, thanks before, the attachment can be seen for the error mesage.

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Ashish-Sharma's picture

HI,

Check this artical

 

Error: LiveUpdate encountered one or more errors. Return code = 4" in LiveUpdate status in Symantec Endpoint Protection Manager

Article:TECH103112  |  Created: 2007-01-17  |  Updated: 2012-07-17  |  Article URL http://www.symantec.com/docs/TECH103112
 

Check this thread

https://www-secure.symantec.com/connect/forums/sch...

Thanks In Advance

Ashish Sharma

 

 

SMLatCST's picture

The below article suggests return code 4 means "No updates available"

http://www.symantec.com/docs/TECH158336

And that a cleanup of the SEPM's own LU client is in order.  If it continues to fail after this, I'd suggest reviewing your LUA config.

Also, are you sure you need a LUA?  The Best Practices advise these are not normally required:

http://www.symantec.com/docs/TECH93409

Ajit Jha's picture

Couple of Queries needs to be answered:

1. How is SEPM get updates?

2. How are clients configured to get update?

3. Is your LUA shows Download Complete with  100%, if yes whats the Distributuion status.

4. Are you being able to open the LUA Url( path) in to any of the browser.

5. Also Post the LUA Log. To collect  the log. Click Troubleshooting in LUA Console.

 

Regard's

Ajit Jha

Technical Consultant

ASC & STS

SMLatCST's picture

It's also worth confirming you have the correct content selected within your LUA for Download and Distribution.

The options for client definitions are different than those used by the SEPM, so you need to make sure you have the "SEPM" tagged defs selected as per my screenie.

All this assumes you actually need a LUA of course.  In addition to my earlier link, the below article also discusses when a LUA is required:

http://www.symantec.com/docs/TECH154896

LUA Defs.JPG
Mick2009's picture

Hi Mr. R,

"Thumbs up" to the advice, above!  LUA is a great tool, when used and configured correctly.

The return code in your screenshot is a generic one.  Examining log.liveupdate and the logs from the LUA server would determine why the update did not occur.

With thanks and best regards,

Mick

Mr R's picture

HI all

Thanks a lot for the reply, i have try all the advice above, it's very helpfull to me, by the way, my SEP client and SEPM still cannot recieve update from the LiveUpdate Administrator, the LiveUpdate Administrator has download the latest antivirus Definition wich is Januari 2013, but the SEPM still using Antivirus Definition at Desember 2012, also on the client , warning on client is "antivirus database is out to date" when i click "fix" it's says "update request has bla bla bla...., waiting for the SEPM to bla bla bla..." when we click Live update on the SEPM, its running well, on the log its ok to, but still the virus definition no change. is there any advice for my case, again, thanks for all team support.

Ajit Jha's picture

Hi Mr R

Please try this steps mentioned below:

 

  1. Stop LUA Apache Tomcat and LUA PostgreSQL services
  2. Search on all disks from LUA server for minitri.flg files
  3. Delete any minitri.flg you will find
  4. Start LUA PostgreSQL and LUA Apache Tomcat services
  5. Run Download Schedule
  6. Run Distribution Schedule
  7. Run LiveUpdate on a client machine and see if it is updating

 

If the problem is still ongoing, please follow these steps:

 

Very important - This procedure might potentially impact your LUA, it is then highly recommended to backup your configuration first (http://www.symantec.com/docs/TECH159239).

 

  1. Stop LUA Apache Tomcat and LUA PostgreSQL services
  2. Search on all disks from LUA server for *livetri.zip files
  3. Delete any *livetri.zip you will find
  4. Start LUA PostgreSQL and LUA Apache Tomcat services
  5. Run Download Schedule
  6. Run Distribution Schedule
  7. Run LiveUpdate on a client machine and see if it is updating

 

Cheers!!!

Regard's

Ajit Jha

Technical Consultant

ASC & STS

Ajit Jha's picture

Also, let us know the SEPM Version, if its 12.1RU2 then there ia Known issue with LUA downlaoding the contents. Please ckeck the Article TECH201363

Regard's

Ajit Jha

Technical Consultant

ASC & STS

Mick2009's picture

TECH201363  "No Answers Found  We were unable to find any results matching your search. Please click the search tips button above for tips on getting the answers you want and try your search again."

My LUA 2.3.2 downloads materials for SEP 12.1 RU2 fine.  &: )

It would be best to examine the evidence then make a diagnosis.  So, I recommend opening a case with Tech Support, being sure to provide them with the log.liveupdate from an affected client and from the SEPM.  Those logs are collected automatically when the SEP Support Tool is run. 

Tech Support will also need to see diagnostics from the LUA server: a SEP Support Tool, the LUA Event Log, the exported configuration and the luadebuginfo.zip.  Details on how to collect those can be found in:

Gathering logs and troubleshooting data from LiveUpdate Administrator 2.x
Article URL http://www.symantec.com/docs/TECH92654 
 

 

With thanks and best regards,

Mick

Mick2009's picture

This article is now available:

Some LiveUpdate Administrator 2.x Servers Fail to Provide Symantec Endpoint Protection 12.1 RU2 Definitions
Article URL http://www.symantec.com/docs/TECH201363    

Note that it only applies to LUA servers that have not updated their product catalog since beta days. 

With thanks and best regards,

Mick