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SEP Clients can not download virus definitions

  • 1.  SEP Clients can not download virus definitions

    Posted Feb 10, 2015 09:09 AM

    Hello, i have an issue with SEPM 12.1 RU4

    we have less than 50 clients in our environment - about 15 servers and 20 virtual desktops (VD)

    After reinstall SEPM there was a problem with clients - they dont communiacte with SEPM. After importing sylink.xml on servers are servers OK - communicating. After importing sylink.xml on VD image, i see VD clients on console but i dont think that status is actual. I thought that is no communication there BUT, when i updated SONAR definitions on SEPM, VD clients just downloaded it, but when i update Virus definitions, clients doesnt download definitions and in SEPM and there is no status for VD

    So now actual status is:
    Servers - OK - downloading all, status in SEPM is actual
    VD - failed - downloading ONLY SONAR def., status in SEPM isn't actual

    Anybody have an idea ? thanks very much



  • 2.  RE: SEP Clients can not download virus definitions

    Posted Feb 10, 2015 09:11 AM


  • 3.  RE: SEP Clients can not download virus definitions

    Broadcom Employee
    Posted Feb 10, 2015 09:27 AM

    Why do you think there is no actual communication for VD machines? Could you share the screenshots?



  • 4.  RE: SEP Clients can not download virus definitions

    Posted Feb 10, 2015 02:43 PM

    I can try on SEPM, i think that i can't on VDesktop



  • 5.  RE: SEP Clients can not download virus definitions

    Posted Feb 10, 2015 02:50 PM

    I thought that there is no communication, but its so weird, that updates of SONAR is OK

    screenshots might be problem, tell me what do you want to see



  • 6.  RE: SEP Clients can not download virus definitions

    Posted Feb 10, 2015 11:45 PM

    I have same problem, SEPM update latest virus definitions, but SEP fail download from SEPM.

    And the Client SEP console showing connection status : "Not Connected" and Error: "Error in heartbeat response(4)"



  • 7.  RE: SEP Clients can not download virus definitions

    Broadcom Employee
    Posted Feb 11, 2015 05:17 AM

    What's the SEPM and SEP Client version in your scenerio?



  • 8.  RE: SEP Clients can not download virus definitions

    Broadcom Employee
    Posted Feb 11, 2015 05:18 AM

    Do you see green dot on the SEP client GUI and in the SEPM console as well? Do they have same policy number?



  • 9.  RE: SEP Clients can not download virus definitions

    Posted Feb 11, 2015 06:26 AM

    Yes there is green dot on both

    Also when i try to send command "Update content" in Monitors i can see, that status of command is Complete (so it should be updated) but in SEPM console its still "Not available" at clients



  • 10.  RE: SEP Clients can not download virus definitions

    Posted Feb 16, 2015 05:07 AM

    OK i have an update.

    The actual situation is that clients are in SEPM with the current status - online / offline, run the scans and information of these scans are reflected in SEPM, but the virus database on clients are still old and clients are not updated

    thanks for any help



  • 11.  RE: SEP Clients can not download virus definitions

    Posted Feb 16, 2015 07:53 AM

    You need to enable sylink debugging per my first post to see what is going on.



  • 12.  RE: SEP Clients can not download virus definitions

    Broadcom Employee
    Posted Feb 16, 2015 08:23 AM

    All the clients in the network are showing out of update or only few clients are affected?

    As you mentioned SEPM is updated however could you repair the SEPM through add/remove programs.

    Meanwhile go thorugh this troubleshooting flow chart as well.

    Symantec Endpoint Protection: LiveUpdate Troubleshooting Flowchart

    http://www.symantec.com/docs/TECH102607 



  • 13.  RE: SEP Clients can not download virus definitions

    Posted Feb 16, 2015 09:38 AM

    check this loation

    C:\Program Files\Symantec\Symantec Endpoint Protection Manager\Inetpub\content

    {535CB6A4-441F-4e8a-A897-804CD859100E} for 32 Bit

    {07B590B3-9282-482f-BBAA-6D515D385869} for 64 Bit

    the content folder have AV definitions or not.



  • 14.  RE: SEP Clients can not download virus definitions

    Posted Apr 23, 2015 06:09 AM

    Hello,
    I apologize for inactivity, was caused by other professional responsibilities.
    I'm dealing with this problem again in this days, and after checking, it seems that the problem could be caused by lack of space on virtual desktops.
    found that on the problematic desktops is only from 1.3 to 1.5 gigabytes of free space. So I think it will be a major problem, why is updated SONAR but not updating the virus definitions (because SONAR defs have only few MB)
    In your opinion it could be it? Someone ran a similar problem with this solution? Thanks to all ..



  • 15.  RE: SEP Clients can not download virus definitions

    Posted Apr 23, 2015 10:01 AM

    Space is low and reall close to this being the problem. Uncompressed definitions use up 1GB or so of space.

    Run the symhelp tool to see if this is the issue

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

    http://www.symantec.com/docs/TECH170752



  • 16.  RE: SEP Clients can not download virus definitions

    Broadcom Employee
    Posted Apr 23, 2015 10:57 AM

    I think disk space shouldn't be a root cause here. SEP 12.1 client stores only the latest definitions & if previous definitions are updated it will be delta updates only. Could you run intelligent updater on 2-3 affected machines?

    Use Intelligent Updater to update definitions for Endpoint Protection

     http://www.symantec.com/docs/TECH102606



  • 17.  RE: SEP Clients can not download virus definitions

    Posted Apr 27, 2015 03:40 AM

    Thanks for the advice, I'll try, but because of the closeness of our environment take a while before I get results



  • 18.  RE: SEP Clients can not download virus definitions

    Posted Apr 27, 2015 03:47 AM

    Thanks for the advice, I'll try,

    but as you mentioned "if previous definitions are updated it will be delta updates only" - in my case, the last update of September 2014, so delta will be bigger



  • 19.  RE: SEP Clients can not download virus definitions

    Broadcom Employee
    Posted Apr 27, 2015 07:08 AM

    If it's stuck on Septemeber 2014 then it would try to download Full.zip from SEPM unless it stores 7-8 months old defintions.

    However now update machine with Intellgient updater & after successful update monitor subsequent updates from the manager. Those updates should be applied successfully.


     



  • 20.  RE: SEP Clients can not download virus definitions

    Posted Apr 27, 2015 08:10 AM

    i tried to update via Intelligent updater but after copying JDB file, it creates a folder "Invalid" and the update will fail
     

    at SEPM i saw file Full.zip and it is actual (= 20150420) so i try upload it via Full.zip



  • 21.  RE: SEP Clients can not download virus definitions

    Broadcom Employee
    Posted Apr 27, 2015 09:00 AM

    I think there is some confusion.

    Intellgent updater we use to update SEP client machine.

    http://www.symantec.com/docs/TECH102606

    .JDB file we use to update SEPM itself.

    http://www.symantec.com/docs/TECH104363

     



  • 22.  RE: SEP Clients can not download virus definitions

    Broadcom Employee
    Posted May 08, 2015 08:47 AM

    Is there any update?

    OR

    If query has been resolved mark this thread as a 'Solved' with the best answer that helps you.



  • 23.  RE: SEP Clients can not download virus definitions

    Posted May 12, 2015 10:50 AM

    I tried to update by Intellgent updater, but when i executed the file nothing gonna happens...