Endpoint Protection

Dear Experts,

My role is an IT guy in the organization.

I've encountered an issue with 1 of our SEP client is not auto updating the virus definition.
Manually clicking on LiveUpdate works, but i'm not too sure why it wouldn't auto update.

The only difference noticable is that this machine is running on Win 7 32-bit, whereas the rest of the clients run on 64-bit.

However, I do not think that OS is the problem here, correct me if I'm wrong.

My question is what/where I would look out for to identify the problem ?

Client Version 12.1.671.4971
OS Win 7 32-bit
 

It's unmnaged sep client ?

Dear James007,

Affected machine is managed. It is getting updates on everything else except for Virus Definition.

Please enable the sylink logging on this client and post it here, how is this client configured to get the updates, from SEPM or from GUP?

https://support.symantec.com/en_US/article.TECH104758.html

Please run symhelp tool

Download the Symantec Help (SymHelp) diagnostic tool to detect Symantec product issues

https://support.symantec.com/en_US/article.TECH105414.html

Download an run the symhelp tool to do error checking. You may need to remove corrupt defs.

http://www.symantec.com/docs/HOWTO59193

Is this client configured to get the updates from SEPM or from Symantec lievupdate server (internet)? both?

Dear All,

Sorry for the late reply..

I had difficulty editing the registry, hence I'm unable to enable the sylink log.But managed to looked at the registry keys, and found 1 message.

Under OpState key, DeployMessage - Client has ignored upgrade package, version 12.1.671.4971

Found another post regarding this message,

4. Make sure you assign the correct bit rate (32bit vs. 64bit). Clients will only look at packages with their bit rate. If you assign a 64bit package, for example, and you have only 32bit clients then they will ignore the settings.

https://www-secure.symantec.com/connect/forums/client-has-decided-reject-upgrade-package

Since this machine is running on 32bit client and basically most of our machines are running on 64bit, I'm guessing perhaps this might be the cause? I can't check the SEPM as I do not have access to, will have to wait for manager to clarify on it.

Thanks.

May be you are not downloading 32 bit definitions,

Open sepm

admin

servers - edit

liveupdate. make sure 32 bit defs are selected.