using your serial number at fileconnect.symantec.com you should be able to download the ISO to load the new version manually/freshly.

I would say reimaging with the iso is probably overreacting here as you'd lose all of your settings and need to reconfigure everything.  I think you are probably best off to try to fix the problem.  My suggestion would be to try to access the command line of the Web Gateway via a keyboard and monitor.  You can log in with the credentials user 'admin' password 'admin1!'.  Once logged in you can force a restart via the command line(use option 10 then option 1 to restart).  Once restarted I'd try to log into the interface again and kick the update off again if possible.  If that doesn't work out I'd suggest ringing into Support who can help troubleshoot.

Cheers,

Kevin

i've seen this happening when the connection to the threat center/internet is not working properly.

Hi Renin,

So when you click the button to test connectivity to the Threat Center then you get a message back saying you connected sucessfully?  Also are you still not able to reboot the box even though you've already rebooted via the command line using the instructions I gave?  Agreed with Marko I've seen this behaviour when access to the Threatcenter doesn't seem to be working.  The other thing you could try is temporarily turning updates off from the Update page, then try to reboot from the interrface.  If you can't reboot from the interface try rebooting from the command line again and after rebooting test again from the interface.  Let us know how it goes.

Cheers,

Kevin

Correct, you'll need to physically attach a monitor and keyboard and follow the instructions I mentioned.

Kevin

Hi,

I'd suggest you open a case with Support to have that host checked and eventually the box can be rebooted remotely via Remote Assistance.

Thanks,

Federico