Endpoint Protection

Hi All,

I'm using Symantec Liveupdate  Administrator 2.2.1.13 and SEPM 11.0.5002.333 running on Win2k3

However, my liveupdate administrator failed to download virus definition since a week ago.  I did a check on event log and here are the error message:

"Failed to download file 1264467491jtun_nav2k8en100121023.m25 while processing request id 1790"
" Failed to download file 1264469275jtun_nav2k8en100120040.m25 while processing request id 1790. "


Currently virus definition is Jan 19th 2010 r51.

I did restart my LUA Apache Tomcat and PostgreSQL service but it didnt solve my issue.

Anyone can assist me? Thank yo in advanced

The LUA  download failure may occur due to connectivity issues or lost packets enroute. If subsequent manual or scheduled download attempts successfully retrieve and process the file, the event may safely be ignored.

Full information on the failure will be found in the lua-application.log(s)

Change the schedule and rerum liveupdate

I have created a new scheduled task to only dowload virus definition and will know the outcome by tonight.

However,what is the root cause to this issue?

There could be a possiblity that LUA download was overlapping the distribution schedule.

Hi Ahtshun,

Occassional failure to download one of the files from the Internet LiveUpdate servers may occur due to connectivity issues or lost packets enroute.  If subsequent manual or scheduled download attempts successfully retrieve and process the file, the event may safely be ignored.

There is cause for alarm if the same file consistently fail to download.  That case might require further investigation. 

I gather from the high request ID that LUA has been runnign successfulyl for quite a while before this happened-?  If it had never succeeded on a .m25 file then there might be a need to change soe settings, but that is probably not the case with your LUA>

Final note: to take advantage of the latest enhancements and improvements, I encourage you to upgrade to LUA 2.2.2 as soon as is convenient!  You can download the latest version of LUA from the following website:

http://www.symantec.com/techsupp/home_homeoffice/products/lu/lu/files.html

Thanks and best regards,

Mick

Hi Mick,

I have upgraded my LUA to 2.2.2 and Java 6 Update 18 as advised. I did create a download job to download manually but the job still failed

Under event log(LUA), here are the error log

Failed to download file 1264553628jtun_nav2k8en100121039.m25 while processing request id 1797.

Failed to download file 1264551931jtun_nav2k8en100121039.m25 while processing request id 1797.

LUA  was working for a well after i upgrade my SEPM to 11.0.500....

Is there anything i can troubleshoot to resolve this issue?

Title: 'How to Collect Troubleshooting Information from LiveUpdate Administrator 2.x'
Document ID: 2009030211283748
> Web URL: http://service1.symantec.com/support/ent-security.nsf/docid/2009030211283748?Open&seg=ent

Hi Prachand,

Can i forward u the debug log?

The next thing I would check is: are the clients who connect in to this LUA 2.2 server having any difficulty downloading definitions?  There may be some continued conncetivity trouble but LUA is not stuck thrashing over the same files.

The names of the files have changed.  The server is not stuck on the same request ID and is no longer throwing errors about 

1264467491jtun_nav2k8en100121023.m25 
1264469275jtun_nav2k8en100120040.m25 

it's

1264551931jtun_nav2k8en100121039.m25
1264551931jtun_nav2k8en100121039.m25

(they're segmented downloads from the same product, but different files....)

If no SEP clients are failing when they come for updates, and the error messages are not about the same file day after day, you can probably safely ignore those entries.

Let the forum know how you get on!

Thanks and best regards,

Mick 

 

Sure , I will have look

Hi Mick,

All my SEP Clients are abel to connect to LUA however the latest virus definition only shown 19th Jan 2010 R51.

I need my LUA to download the latest definition in order for my SEP Clients to stay updated.

how do i send to u the  log files?

Hi Mike,

I ran the SEP Support tool and found no error message.

any other solution to my issue?

Hi Ahtshun,

I was hoping to look at the data that the tool gathered.  :)   If it can't be provided then it may be time to contact Symantec's Technical Support and open a case.

Before that, though, have you double-checked that the following article has been followed exactly-?

Downloading and hosting the Symantec Endpoint Protection Manager (SEPM) 2010 definitions patch via LiveUpdate Administrator 2.x (LUA 2.x) and LiveUpdate Administration Utility 1.x (LUAU 1.x)
 
Thanks and best regards,

Mick