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Symantec LUA console gets "webpage cannot be found" error

Created: 24 Sep 2013 • Updated: 29 Sep 2013 | 22 comments
mhine_'s picture
This issue has been solved. See solution.

Hi,

I need your expertise on this.

Symantec LUA console gets "webpage cannot be found" error when I try to launch the LUA console. This happened after I restarted the 2 LUA services.

History:

I was trying to change the purging schedule in the LUA preferences (Configure > Preferences) but getting this error: "Unable to save configuration preferences". Thus Symantec Support advised me to restart the 2 LUA services. Afterwards, I get this "webpage cannot be found" error when launching the LUA console. Symantec Support has no reply to me yet on this.

 

I hope you guys can help me! Thanks a lot!

Operating Systems:

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Rafeeq's picture

Are those services started now? Did you verify? whats the version of Luadmin you are using?

mhine_'s picture

Yes, the services are started. LUA version is 2.3.2.99

Tried to reboot the LUA server itself but still the same error "webpage cannot be found". When LUA services are stopped, it's a different error, IE cannot display the webpage.

Tried to also free up some more disk space (previously only 370mb left, now 13gb) but still no go.

Mick2009's picture

Ensure that the LUA Tomcat service is, in fact, running.  If it is not, a 404 is guaranteed.  &: )

With thanks and best regards,

Mick

SMLatCST's picture

Assuming the services are started, can you confirm which ports the processes are listening on, and verify you're trying to connect on the correct ports?

mhine_'s picture

I ran this netstat -anbp tcp and there's a port 7070 listening but not sure to which process because it states can not obtain ownership information.. any suggestions?

Rafeeq's picture

since no configuration changed , first check if your IE is blocking the access ( enhanced security)

can you check LUA PostgreSQL  service in services.msc is it started? 

 

what account is under the logon tab ?

mhine_'s picture

I turned off the IE ESC for testing purposes but no go, it should work even IE ESC is enabled since my other LUA in another site is working ok with that. Yes both LUA PostgreSQL and LUA Apache services are started. We are using Local System account for both services.

Rafeeq's picture

any help  if you repair luadmin from add/remove programs?

mhine_'s picture

haven't tried that one yet.. any pointers that I need to consider before doing so? Or can straight away repair via add/remove programs?

Mick2009's picture

Unfortunately there is no "repair" option for LUA 2.x under Add/Remove Programs.  A reinstall with the config file exported from the erver has restored many internal LUA 2.x servers to operation, though.

With thanks and best regards,

Mick

mhine_'s picture

Do you have the step-by-step instructions on how to do the backup and restore for LUA 2.3.2.99? Thanks!

Mick2009's picture

Sure:

How to backup and restore LiveUpdate Administrator (LUA) configuration in LUA 2.3
http://www.symantec.com/docs/TECH159239

With thanks and best regards,

Mick

SMLatCST's picture

If you run a netstat -pano tcp and match the PID to those shown in Task Manager, you should be able to determine which process is listening on port 7070.

Assuming it is the LUA's tomcat7.exe process, can you confirm is you're able to access one of the built in distribution centres? (i.e. http://<LUA>:7070/clu-prod).  I'd also test telnet'ing the LUA on that port too.

Finally, can you confirm if you're tried this by IP, hostname, FQDN and if the browser is trying to use a proxy?

mhine_'s picture

Thanks! Later I'll try those and will get back with the results.

mhine_'s picture

tomcat.7.exe*32 is listening to port 7070.

yes can access to http://<LUA>:7070/clu-prod and can telnet to the port too.

tried IP, hostname, FQDN but no go. For this link: http://<LUA>:7070/clu-prod, i tried IP, hostname, FQDN all working. Only the http://<LUA>:7070/lua i cannot launch with error "the webpage cannot be found".

Browser is not using proxy.

mhine_'s picture

Hi guys,

 

Any other solution that you may have? Our LUA server problem still unresolve. Thank you in advance.

SMLatCST's picture

The "localhost.YYYY-MM-DD.log" files located in "C:\Program Files (x86)\Symantec\LiveUpdate Administrator\tomcat\logs", might be able to give you some indication of what's going on.

You could also attempt access to http://<LUA>:7070/lua/test.htm, and check on the health of the below directory (i.e., that it exists, and that the local system account has rights, etc.):

C:\Program Files (x86)\Symantec\LiveUpdate Administrator\tomcat\webapps\lua

I must admit though, I'd probably just uninstall and reinstall if I were in your position.  Takes far less time than troubleshooting the issue.

mhine_'s picture

Even the http://<LUA>:7070/lua/test.htm is not accessible though the test.htm file is existing. For some reason, my customer doesn't want to reinstall the LUA. The case is being handled by the Endpoint Security Advanced Team but still no hope.

SMLatCST's picture

Have you had a chance to take look trhough the localhost I mentioned earlier?  Might be worth going through the catalina logs too

Beppe's picture

The LUA is basically a local repository of Symantec content with some not such complex settings, by reinstalling it, the customer is not going to lose any "personal" data; once a reinstalled LUA is reconfigured (manually or by using the backup file of the settings), it will pull again the content from Symantec servers.

Regards,

Giuseppe

mhine_'s picture

The issue is resolved on 27th Sep. Found that the lua.xml file is corrupted and it has 0 KB. We just replaced the lua.xml in this path: \Program Files (x86)\Symantec\LiveUpdate Administrator\tomcat\webapps\lua\WEB-INF\classes. Please note that before doing so, stop both Apache Tomcat and PostgreSQL services. Thanks to Symantec Security Advance Team!

Still waiting for the root cause analysis why has such happened. Will share with you all once available.

Thanks to all of you for sharing on this forums too! Appreciated it :)

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