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Symantec Endpoint Protection 12.1 Update Issue

  • 1.  Symantec Endpoint Protection 12.1 Update Issue

    Posted Jul 17, 2012 09:45 AM

    Hello,

    I'm facing issues when I try to update my product. Here's the update log:

     

     

    The following Symantec products and components are installed on your computer:
     
    > Virus and Spyware Definitions Win64
    > Centralized Reputation Settings
    > Intrusion Prevention Signatures (hub)
    > Intrusion Prevention Signatures
    > Revocation Data
    > Symantec Endpoint Protection Client
    > Submission Control Thresholds
    > SONAR Definitions
    > Symantec Whitelist
    > Virus and Spyware Definitions Win64 (hub)
     
    Initializing...
    Connecting to liveupdate.symantecliveupdate.com...
    Connecting to update.symantec.com...
    Connecting to liveupdate.symantecliveupdate.com...
    Connected to LiveUpdate server successfully.
     
    There are 10 update(s) to be downloaded.
    Downloading catalog file (1 of 10) finished.
    Downloading catalog file (2 of 10) finished.
    Downloading catalog file (3 of 10) finished.
    Downloading catalog file (4 of 10) finished.
    Downloading catalog file (5 of 10) finished.
    Downloading catalog file (6 of 10) finished.
    Downloading catalog file (7 of 10) finished.
    Downloading catalog file (8 of 10) finished.
    Downloading catalog file (9 of 10) finished.
    Downloading catalog file (10 of 10) finished.
     
    Update available for Virus and Spyware Definitions Win64.
    Update available for Virus and Spyware Definitions Win64 (hub).
    0 update(s) have been downloaded.
     
    Processing updates...
    Failed to install update for Virus and Spyware Definitions Win64.
    Failed to install update for Virus and Spyware Definitions Win64 (hub).
     
    Session summary: 2 update(s) available, 0 update(s) installed.
    LiveUpdate session is complete.
     
    I'm not sure whats causing the issue. I recently installed it on my laptop and on the first run it updated successfully, and it all worked out well until today when I noticed the issue. I've tried restarting my computer but it still doesn't work. I'm running Windows 7 x64 with latest updates and hotfixes. I'm running Symantec Endpoint Protection 12.1 RU1 MP1
     
    Thank you. 
     
    Screenshot:


  • 2.  RE: Symantec Endpoint Protection 12.1 Update Issue

    Trusted Advisor
    Posted Jul 17, 2012 10:11 AM

    Hello,

    Is the SEP client Managed or Unmanaged client?

    If Managed client, is the SEPM updated with definitions?

    Is this the only SEP client which is not updating the definitions?

    Incase, if the SEP client is unmanaged then check this Thread:

    https://www-secure.symantec.com/connect/forums/sep-121-unmanaged-client-not-updating

    Hope that helps!!



  • 3.  RE: Symantec Endpoint Protection 12.1 Update Issue

    Posted Jul 17, 2012 10:18 AM

    Its unmanaged and I'm checking out that thread (:

    Thanks :)

    Update: 

    I checked out the thread, but I'm not sure if it helps me in anyway. I'm running a non beta product.



  • 4.  RE: Symantec Endpoint Protection 12.1 Update Issue

    Trusted Advisor
    Posted Jul 17, 2012 10:20 AM

    Hello,

    Could you please upload the Lue.log from the SEP client 

    Please reproduce the issue then upload log.lue content here (http://www.symantec.com/docs/TECH168602).

    Hope that helps!!

     



  • 5.  RE: Symantec Endpoint Protection 12.1 Update Issue

    Posted Jul 17, 2012 10:55 AM
      |   view attached

    I couldn't upload the file directly so I've made a rar file and uploaded it on here. 

    Thanks (:

    Attachment(s)

    rar
    Log_5.rar   147 KB 1 version


  • 6.  RE: Symantec Endpoint Protection 12.1 Update Issue

    Trusted Advisor
    Posted Jul 17, 2012 12:27 PM

    Hello,

    Upon checking your Logs, we found the following - 

    Proxy auto-detect is enabled

      Server selection complete. Server is HTTP://liveupdate.symantecliveupdate.com/ on port 80.
    * Downloaded file size lower than expected. Going to resume downloading (1340749929jtun_sepc04md25.x86)
    * REQUEST_ERROR - error 12152 (0x00002F78), result API_RECEIVE_RESPONSE. File: 1342453035jtun_iron2012_120716004.7z

    ........................

    .................................

      Update for moniker: {07B590B3-9282-482f-BBAA-6D515D385869}, P: SEPC Virus Definitions Win64 (x64) v12.1, V: MicroDefsB.CurDefs, L: SymAllLanguages, package: 1342510013jtun_emt64sep12enccur26.m26, SeqName: CurDefs, SeqNum: 120716018, has update status code: 208
    * Reporting error: 0x80004005 Update failed PVL=SEPC Virus Definitions Win64 (x64) v12.1 MicroDefsB.CurDefs SymAllLanguages
    * PostSession Callbacks Failed. Update status code for moniker {07B590B3-9282-482f-BBAA-6D515D385869}, P: SEPC Virus Definitions Win64 (x64) v12.1, V: MicroDefsB.CurDefs, L: SymAllLanguages is: 0x      D0.
      Update for moniker: {810D5A61-809F-49c2-BD75-177F0647D2BA}, P: SEPC Iron Revocation List v12.1, V: MicroDefsB.CurDefs, L: SymAllLanguages, package: 1342533716jtun_irev120717005.7z, SeqName: CurDefs, SeqNum: 120717008, has update status code: 100
      Update for moniker: {FC1DE9A6-0007-4f4a-9CDB-BB89A857F51D}, P: SEPC Virus Definitions Win64 (x64) v12.1, V: MicroDefsB.Error, L: SymAllLanguages, package: 1342510013jtun_emt64sep12encful.m26, SeqName: HubDefs, SeqNum: 120716018, has update status code: 208
    * Reporting error: 0x80004005 Update failed PVL=SEPC Virus Definitions Win64 (x64) v12.1 MicroDefsB.Error SymAllLanguages
     
    Suggestions - 
     
    1) Run a Repair of SEP client from the Programs and Features on the windows 7 machine.
    2) If the above does not help -
     
    a) Please uninstall the Proactive Threat Protection and Network Threat Protection Features of SEP from the machine.
    b) Clear out definitions for a Symantec Endpoint Protection 12.1 client manually. http://www.symantec.com/docs/HOWTO59193
    c) Restart the machine and Reinstall the features back again.
     
    3) Download and Run the Latest Intelligent Updater for SEP 12.1 from http://www.symantec.com/security_response/definitions/download/detail.jsp?gid=savce
     
    Hope that helps!!

     



  • 7.  RE: Symantec Endpoint Protection 12.1 Update Issue

    Posted Jul 17, 2012 02:26 PM

    Thanks for your reply.

    I have tried the following:

     - Repair Symantec Endpoint Protection 12.1 RU 1 MP 1.

     - Completely uninstall the product and manually clean all traces in all the places I could find.

     - Change proxy settings in LiveUpdate to 'I don't use a proxy'.

     - Download Intelligent Updater.

    And yet nothing works. The Intelligent Updater fails to install.

    Here's the log from the first update after the complete uninstall of the product (including virus defs, etc.)

     

    The following Symantec products and components are installed on your computer:
     
    > Virus and Spyware Definitions Win64
    > Centralized Reputation Settings
    > Intrusion Prevention Signatures (hub)
    > Intrusion Prevention Signatures
    > Revocation Data
    > Symantec Endpoint Protection Client
    > Submission Control Thresholds
    > SONAR Definitions
    > Symantec Whitelist
    > Virus and Spyware Definitions Win64 (hub)
     
    Initializing...
    Connecting to liveupdate.symantecliveupdate.com...
    Connected to LiveUpdate server successfully.
     
    There are 10 update(s) to be downloaded.
    Downloading catalog file (1 of 10) finished.
    Downloading catalog file (2 of 10) finished.
    Downloading catalog file (3 of 10) finished.
    Downloading catalog file (4 of 10) finished.
    Downloading catalog file (5 of 10) finished.
    Downloading catalog file (6 of 10) finished.
    Downloading catalog file (7 of 10) finished.
    Downloading catalog file (8 of 10) finished.
    Downloading catalog file (9 of 10) finished.
    Downloading catalog file (10 of 10) finished.
     
    Update available for Virus and Spyware Definitions Win64.
    Update available for Centralized Reputation Settings.
    Update available for Intrusion Prevention Signatures (hub).
    Update available for Intrusion Prevention Signatures.
    Update available for Revocation Data.
    Update available for Submission Control Thresholds.
    Update available for SONAR Definitions.
    Update available for Symantec Whitelist.
    Update available for Virus and Spyware Definitions Win64 (hub).
     
    There are 9 update(s) to be downloaded.
    Downloading update package (1 of 9), 100% complete.
    Downloading update package (2 of 9), 100% complete.
    Downloading update package (3 of 9), 100% complete.
    Downloading update package (4 of 9), 100% complete.
    Downloading update package (5 of 9), 100% complete.
    Downloading update package (6 of 9), 100% complete.
    Downloading update package (7 of 9), 100% complete.
    Downloading update package (8 of 9), 100% complete.
    Downloading update package (9 of 9), 100% complete.
    Encountered an error while downloading file 1340677533jtun_scd2_sep.zip.
    Encountered an error while downloading file 1342530140jtun_iron2012_120717002.7z.
    9 update(s) have been downloaded.
     
    Processing updates...
    Failed to install update for Virus and Spyware Definitions Win64.
    Installed update for Centralized Reputation Settings successfully.
    Installed update for Intrusion Prevention Signatures (hub) successfully.
    Installed update for Intrusion Prevention Signatures successfully.
    Installed update for Revocation Data successfully.
    Installed update for Submission Control Thresholds successfully.
    Installed update for SONAR Definitions successfully.
    Installed update for Symantec Whitelist successfully.
    Failed to install update for Virus and Spyware Definitions Win64 (hub).
    Finalizing updates...
     
    Session summary: 9 update(s) available, 7 update(s) installed.
    LiveUpdate session is complete.

    I was asked to restart my computer following the update and did as requested. Following the reboot, I ran the LiveUpdate once again but it had the same problem as in my first post.
     
    I tried to run the Intelligent Updater, but it failed to run completely. Here's the log I grabbed from the temporary directory:
     
    Tue Jul 17 21:17:01 2012 : ******************************************************************
    Tue Jul 17 21:17:01 2012 : Starting Intelligent Updater - Version 5.1.1.7
    Tue Jul 17 21:17:01 2012 : ******************************************************************
    Tue Jul 17 21:17:01 2012 : AUTH SYMSIGNED BEGIN: Started.
    Tue Jul 17 21:17:01 2012 : AUTH SYMSIGNED CLASS3 BEGIN: Entering CriticalSection Initialization .
    Tue Jul 17 21:17:01 2012 : AUTH SYMSIGNED CLASS3: Succeeded find the class 3 ID, returning TRUE.
    Tue Jul 17 21:17:01 2012 : AUTH SYMSIGNED END: Finished processing. Returns TRUE
    Tue Jul 17 21:17:01 2012 : IU RES SYMSIGNED SUCCESS: Successfully verified Symantec Signature for the iuResource.dll
    Tue Jul 17 21:17:01 2012 : IU RES LOAD: Successfully loaded the resource file..
    Tue Jul 17 21:17:01 2012 : IU MODE: IU is running is FULL mode.
    Tue Jul 17 21:17:04 2012 : CONFIG LOAD SUCCESS: Successfully loaded the configuration file: iuConfig.xml.
    Tue Jul 17 21:17:04 2012 : IU INFO: File-name : 20120717-004-v5i32.EXE
    Tue Jul 17 21:17:04 2012 : IU INFO: Creation-date : 20120717
    Tue Jul 17 21:17:04 2012 : PROCESSING ENTRY: VIRSCAN.zip - Virus Definitions
    Tue Jul 17 21:17:04 2012 : Entry details:
    Tue Jul 17 21:17:04 2012 : Update-File: VIRSCAN.zip
    Tue Jul 17 21:17:04 2012 : Update-Desc: Virus Definitions
    Tue Jul 17 21:17:04 2012 : Auth DLL Name: SAVIUAuth
    Tue Jul 17 21:17:04 2012 : Auth DLL Location: local
    Tue Jul 17 21:17:04 2012 : Auth Content-Type: virus definitions x32
    Tue Jul 17 21:17:04 2012 : Deploy Content-Type: virus definitions x32
    Tue Jul 17 21:17:04 2012 : Deploy DLL Name: SAVIUDeploy
    Tue Jul 17 21:17:04 2012 : Deploy DLL Location: local
    Tue Jul 17 21:17:04 2012 : AUTH DLL LOCATION: IU will read the DLL location from registry - SAVIUAuth
    Tue Jul 17 21:17:04 2012 : REG SUCCESS: Success while opening key 
    Tue Jul 17 21:17:04 2012 : REG SUCCESS: Succeeded while fetching the path from registry.
    Tue Jul 17 21:17:04 2012 : DEPLOY DLL LOCATION: IU will read the DLL location from registry - SAVIUDeploy
    Tue Jul 17 21:17:04 2012 : REG SUCCESS: Success while opening key 
    Tue Jul 17 21:17:04 2012 : REG SUCCESS: Succeeded while fetching the path from registry.
    Tue Jul 17 21:17:04 2012 : AUTH SYMSIGNED BEGIN: Started.
    Tue Jul 17 21:17:04 2012 : AUTH SYMSIGNED CLASS3 BEGIN: Entering CriticalSection Initialization .
    Tue Jul 17 21:17:04 2012 : AUTH SYMSIGNED CLASS3: Succeeded find the class 3 ID, returning TRUE.
    Tue Jul 17 21:17:04 2012 : AUTH SYMSIGNED END: Finished processing. Returns TRUE
    Tue Jul 17 21:17:04 2012 : AUTH SYMSIGNED SUCCESS: Successfully verified Symantec Signature for the authorization dll C:\Program Files (x86)\Symantec\Symantec Endpoint Protection\12.1.1101.401.105\Bin\LuAuth.dll
    Tue Jul 17 21:17:04 2012 : AUTH LOAD SUCCESS: Successfully loaded the authorization dll - C:\Program Files (x86)\Symantec\Symantec Endpoint Protection\12.1.1101.401.105\Bin\LuAuth.dll
    Tue Jul 17 21:17:04 2012 : AUTH SYMSIGNED BEGIN: Started.
    Tue Jul 17 21:17:04 2012 : AUTH SYMSIGNED CLASS3 BEGIN: Entering CriticalSection Initialization .
    Tue Jul 17 21:17:04 2012 : AUTH SYMSIGNED CLASS3: Succeeded find the class 3 ID, returning TRUE.
    Tue Jul 17 21:17:04 2012 : AUTH SYMSIGNED END: Finished processing. Returns TRUE
    Tue Jul 17 21:17:04 2012 : DEPLOY SYMSIGNED SUCCESS: Successfully verified Symantec Signature for the deployment dll C:\Program Files (x86)\Symantec\Symantec Endpoint Protection\12.1.1101.401.105\Bin\DuLuCbk.dll
    Tue Jul 17 21:17:04 2012 : DEPLOY LOAD SUCCESS: Successfully loaded the deployment dll - C:\Program Files (x86)\Symantec\Symantec Endpoint Protection\12.1.1101.401.105\Bin\DuLuCbk.dll
    Tue Jul 17 21:17:04 2012 : AUTHORIZATION FAILED: VIRSCAN.zip is not authorized for deployment. Error code : 104
    Tue Jul 17 21:17:04 2012 : IGNORE ENTRY: Ignoring entry for VIRSCAN.zip because it is not authorized for deployment
    Tue Jul 17 21:17:04 2012 : PROCESSING ENTRY: VIRSCAN.zip - Virus Definitions
    Tue Jul 17 21:17:04 2012 : Entry details:
    Tue Jul 17 21:17:04 2012 : Update-File: VIRSCAN.zip
    Tue Jul 17 21:17:04 2012 : Update-Desc: Virus Definitions
    Tue Jul 17 21:17:04 2012 : Auth DLL Name: ISAuthDLL
    Tue Jul 17 21:17:04 2012 : Auth DLL Location: local
    Tue Jul 17 21:17:04 2012 : Auth Content-Type: virus definitions x32
    Tue Jul 17 21:17:04 2012 : Deploy Content-Type: virus definitions x32
    Tue Jul 17 21:17:04 2012 : Deploy DLL Name: ISDeployDLL
    Tue Jul 17 21:17:04 2012 : Deploy DLL Location: local
    Tue Jul 17 21:17:04 2012 : AUTH DLL LOCATION: IU will read the DLL location from registry - ISAuthDLL
    Tue Jul 17 21:17:04 2012 : REG SUCCESS: Success while opening key 
    Tue Jul 17 21:17:04 2012 : REG FAILURE: Failed while fetching the path from registry.
    Tue Jul 17 21:17:04 2012 : DEPLOY DLL LOCATION: IU will read the DLL location from registry - ISDeployDLL
    Tue Jul 17 21:17:04 2012 : REG SUCCESS: Success while opening key 
    Tue Jul 17 21:17:04 2012 : REG FAILURE: Failed while fetching the path from registry.
    Tue Jul 17 21:17:04 2012 : IGNORE ENTRY: Ignoring entry for VIRSCAN.zip because of registry read failure. Error occurred while reading the path for the Authorization DLL from the registry.
    Tue Jul 17 21:17:04 2012 : The product corresponding to this entry in iuconfig.xml is not installed on the system.
    Tue Jul 17 21:17:04 2012 : PROCESSING ENTRY: VIRSCAN.zip - Virus Definitions
    Tue Jul 17 21:17:04 2012 : Entry details:
    Tue Jul 17 21:17:04 2012 : Update-File: VIRSCAN.zip
    Tue Jul 17 21:17:04 2012 : Update-Desc: Virus Definitions
    Tue Jul 17 21:17:04 2012 : Auth DLL Name: Norton X32 AuthDLL
    Tue Jul 17 21:17:04 2012 : Auth DLL Location: local
    Tue Jul 17 21:17:04 2012 : Auth Content-Type: VirusDefs
    Tue Jul 17 21:17:04 2012 : Deploy Content-Type: VirusDefs
    Tue Jul 17 21:17:04 2012 : Deploy DLL Name: Norton X32 DeployDLL
    Tue Jul 17 21:17:04 2012 : Deploy DLL Location: local
    Tue Jul 17 21:17:04 2012 : AUTH DLL LOCATION: IU will read the DLL location from registry - Norton X32 AuthDLL
    Tue Jul 17 21:17:04 2012 : REG SUCCESS: Success while opening key 
    Tue Jul 17 21:17:04 2012 : REG FAILURE: Failed while fetching the path from registry.
    Tue Jul 17 21:17:04 2012 : DEPLOY DLL LOCATION: IU will read the DLL location from registry - Norton X32 DeployDLL
    Tue Jul 17 21:17:04 2012 : REG SUCCESS: Success while opening key 
    Tue Jul 17 21:17:04 2012 : REG FAILURE: Failed while fetching the path from registry.
    Tue Jul 17 21:17:04 2012 : IGNORE ENTRY: Ignoring entry for VIRSCAN.zip because of registry read failure. Error occurred while reading the path for the Authorization DLL from the registry.
    Tue Jul 17 21:17:04 2012 : The product corresponding to this entry in iuconfig.xml is not installed on the system.
    Tue Jul 17 21:17:04 2012 : PROCESSING ENTRY: VIRSCAN.zip - Virus Definitions
    Tue Jul 17 21:17:04 2012 : Entry details:
    Tue Jul 17 21:17:04 2012 : Update-File: VIRSCAN.zip
    Tue Jul 17 21:17:04 2012 : Update-Desc: Virus Definitions
    Tue Jul 17 21:17:04 2012 : Auth DLL Name: SSEIUAuth
    Tue Jul 17 21:17:04 2012 : Auth DLL Location: local
    Tue Jul 17 21:17:04 2012 : Auth Content-Type: virus definitions x32
    Tue Jul 17 21:17:04 2012 : Deploy Content-Type: virus definitions x32
    Tue Jul 17 21:17:04 2012 : Deploy DLL Name: SSEIUDeploy
    Tue Jul 17 21:17:04 2012 : Deploy DLL Location: local
    Tue Jul 17 21:17:04 2012 : AUTH DLL LOCATION: IU will read the DLL location from registry - SSEIUAuth
    Tue Jul 17 21:17:04 2012 : REG SUCCESS: Success while opening key 
    Tue Jul 17 21:17:04 2012 : REG FAILURE: Failed while fetching the path from registry.
    Tue Jul 17 21:17:04 2012 : DEPLOY DLL LOCATION: IU will read the DLL location from registry - SSEIUDeploy
    Tue Jul 17 21:17:04 2012 : REG SUCCESS: Success while opening key 
    Tue Jul 17 21:17:04 2012 : REG FAILURE: Failed while fetching the path from registry.
    Tue Jul 17 21:17:04 2012 : IGNORE ENTRY: Ignoring entry for VIRSCAN.zip because of registry read failure. Error occurred while reading the path for the Authorization DLL from the registry.
    Tue Jul 17 21:17:04 2012 : The product corresponding to this entry in iuconfig.xml is not installed on the system.
     
    I tried repairing, but it had the same update issue as on the first post. 

     



  • 8.  RE: Symantec Endpoint Protection 12.1 Update Issue

    Trusted Advisor
    Posted Jul 17, 2012 02:47 PM

    Hello,

    Is the UAC disabled on the Windows 7 machine?

    If not, please disable UAC and restart the client machine.

    Secondly, Clear out definitions for a Symantec Endpoint Protection 12.1 client manually. http://www.symantec.com/docs/HOWTO59193

    then right click on the 20120717-004-v5i32.EXE and click on Run as Administrator.

    Hope that helps!!



  • 9.  RE: Symantec Endpoint Protection 12.1 Update Issue

    Posted Jul 17, 2012 02:50 PM

    I just realized that I downloaded the Intelligent Updater for 32-bit. I redownloaded the 64-bit and it successfully installed and updated my product. However, when I ran the LiveUpdate again, it said the following:

     

    The following Symantec products and components are installed on your computer:
     
    > Virus and Spyware Definitions Win64
    > Centralized Reputation Settings
    > Intrusion Prevention Signatures (hub)
    > Intrusion Prevention Signatures
    > Revocation Data
    > Symantec Endpoint Protection Client
    > Submission Control Thresholds
    > SONAR Definitions
    > Symantec Whitelist
    > Virus and Spyware Definitions Win64 (hub)
     
    Initializing...
    Connecting to liveupdate.symantecliveupdate.com...
    Connected to LiveUpdate server successfully.
     
    There are 10 update(s) to be downloaded.
    Downloading catalog file (1 of 10) finished.
    Downloading catalog file (2 of 10) finished.
    Downloading catalog file (3 of 10) finished.
    Downloading catalog file (4 of 10) finished.
    Downloading catalog file (5 of 10) finished.
    Downloading catalog file (6 of 10) finished.
    Downloading catalog file (7 of 10) finished.
    Downloading catalog file (8 of 10) finished.
    Downloading catalog file (9 of 10) finished.
    Downloading catalog file (10 of 10) finished.
     
    Update available for Virus and Spyware Definitions Win64.
    Update available for Virus and Spyware Definitions Win64 (hub).
    0 update(s) have been downloaded.
     
    Processing updates...
    Failed to install update for Virus and Spyware Definitions Win64.
    Failed to install update for Virus and Spyware Definitions Win64 (hub).
     
    Session summary: 2 update(s) available, 0 update(s) installed.
    LiveUpdate session is complete.
     
    Screenshot:
     


  • 10.  RE: Symantec Endpoint Protection 12.1 Update Issue

    Posted Jul 17, 2012 02:56 PM

    The UAC is on the default setting. I uninstalled the product and manually deleted folders from Program Data and Program Files, Program Files (x86) and Common Files.

    I'll try disabling the UAC and try updating.

    Update: Still same update problem. :(



  • 11.  RE: Symantec Endpoint Protection 12.1 Update Issue

    Posted Jul 17, 2012 06:06 PM

    There's something really wrong with the LiveUpdate feature. I got my produce updated using Intelligent Updater, but still it shows that I need to update my Virus Definitions. Here's the update log after updating with Intelligent Updater:

     

     

    The following Symantec products and components are installed on your computer:
     
    > Virus and Spyware Definitions Win64
    > Centralized Reputation Settings
    > Intrusion Prevention Signatures (hub)
    > Intrusion Prevention Signatures
    > Revocation Data
    > Symantec Endpoint Protection Client
    > Submission Control Thresholds
    > SONAR Definitions
    > Symantec Whitelist
    > Virus and Spyware Definitions Win64 (hub)
     
    Initializing...
    Connecting to liveupdate.symantecliveupdate.com...
    Connected to LiveUpdate server successfully.
     
    There are 10 update(s) to be downloaded.
    Downloading catalog file (1 of 10) finished.
    Downloading catalog file (2 of 10) finished.
    Downloading catalog file (3 of 10) finished.
    Downloading catalog file (4 of 10) finished.
    Downloading catalog file (5 of 10) finished.
    Downloading catalog file (6 of 10) finished.
    Downloading catalog file (7 of 10) finished.
    Downloading catalog file (8 of 10) finished.
    Downloading catalog file (9 of 10) finished.
    Downloading catalog file (10 of 10) finished.
     
    Update available for Virus and Spyware Definitions Win64.
    Update available for Virus and Spyware Definitions Win64 (hub).
    0 update(s) have been downloaded.
     
    Processing updates...
    Failed to install update for Virus and Spyware Definitions Win64.
    Failed to install update for Virus and Spyware Definitions Win64 (hub).
     
    Session summary: 2 update(s) available, 0 update(s) installed.
    LiveUpdate session is complete.
     
    I carefully cleared out the virus definition folders and registry keys, but it still gives the same error. Any ideas?


  • 12.  RE: Symantec Endpoint Protection 12.1 Update Issue

    Trusted Advisor
    Posted Jul 18, 2012 07:47 AM

    Hello,

    Could you please let us know which package are you using for installation of SEP 12.1 Unmanaged client?

    Is this package, an exported package from SEPM or an Installation package from SEP 12.1 DVD?

    If this is an exported package from SEPM, then I would request you to

    1) Uninstall SEP 12.1along with Liveupdate from Programs and Features.

    2) Restart the machine

    3) Install SEP 12.1 as self managed client by running the setup.exe from

    ....\Symantec_Endpoint_Protection_12.1_RU1_MP1_Part1_Installation_EN\SEPx64

    Hope that helps!!

     



  • 13.  RE: Symantec Endpoint Protection 12.1 Update Issue

    Posted Jul 18, 2012 09:19 AM

    SymDog, I am having the same issue here on a brand new Windows 7 Pro 64bit laptop.  I loaded the unmanaged client from the download package and the install works perfectly, but liveupdate refused to update the Virus & Spyware definitions.

     

    I have followed all steps recommended above with no success.  I can get the updates by manually running the intelligent updater, but something has to be wrong with the definitions out there.  I even cleared the download directory in safe mode and let it regenerate after the intelligent updater ran.  I again experience the same exact issue.  The exact build number I am use is 12.1.1101.401 RU1 MP1.  Totally fresh install on a new laptop.  Liveupdate downloads but cannot install Virus & Spyware Definitions Win64 and Virus & Spyware Definitions Win64 (Hub)

     

    Symantec I think you have a problem here.  Please help!!!  Also, this doesn't seem to affect SEPM as I have the same setup with SEPM managed clients.  I am wondering if maybe something is wrong with the definition signature for the unmanaged clients download.

     

    Thanks!



  • 14.  RE: Symantec Endpoint Protection 12.1 Update Issue

    Posted Jul 18, 2012 02:14 PM

    Exact same issue here.  Running Windows 7 Pro 64 Bit on brand new Lenovo T420s.. fresh out of the box... this is the first application I have installed!

     

    Update available for Virus and Spyware Definitions Win64.
    Update available for Virus and Spyware Definitions Win64 (hub).
    0 update(s) have been downloaded.
     
    Processing updates...
    Failed to install update for Virus and Spyware Definitions Win64.
    Failed to install update for Virus and Spyware Definitions Win64 (hub).
     
    There MUST be some problem with the Virus Definitions... and I don't have time to find log files, uninstall programs, clear definition caches, reinstall programs, etc. etc. etc.  Please fix the real problem.
     
    Cheers!


  • 15.  RE: Symantec Endpoint Protection 12.1 Update Issue

    Trusted Advisor
    Posted Jul 18, 2012 03:07 PM

    Hello,

    To collate the Situation - 

    1) Windows 7 64 bit machines with UAC disabled.

    2) Installed with Fresh Self managed / Unmanaged SEP 12.1 RU1 / RU1 MP1 Clients

    3) Are able to Download the 64 bit AV / AS definitions, however failing to process it.

    Correct?

     

    I would suggest you all to create case with the Symantec Technical Support Team and PM me with the Case Numbers.

    I would also suggest you to Download and Run the collect the SST Logs from your Windows 7 64 bit machines.

    http://www.symantec.com/docs/TECH105414

    and Attach to the Case.

     

    To create a Case OR contact Symantec Technical Support.

    QuickStart Guide - Create and Manage Support Cases in SymWISE

    http://www.symantec.com/docs/HOWTO31132

    How to update a support case and upload diagnostic files with MySupport

    http://www.symantec.com/docs/TECH71023

    OR

    Regional Support Telephone Numbers:

    United States: https://support.broadcom.com (407-357-7600 from outside the United States)

    Australia: 1300 365510 (+61 2 8220 7111 from outside Australia)

    United Kingdom: +44 (0) 870 606 6000

    Additional contact numbers: http://www.symantec.com/business/support/contact_techsupp_static.jsp

    Hope that helps!!



  • 16.  RE: Symantec Endpoint Protection 12.1 Update Issue

    Posted Jul 18, 2012 04:15 PM

    I'm having the same problem with a 64bit fresh install.   So this seems to be a problem with Symantec.  Hope they fix it.

     

     



  • 17.  RE: Symantec Endpoint Protection 12.1 Update Issue

    Posted Jul 18, 2012 04:22 PM

    Please try out my resolution and report if it works for you. It works for me and everything is working fine now.



  • 18.  RE: Symantec Endpoint Protection 12.1 Update Issue

    Posted Jul 18, 2012 04:27 PM

    Right your fix might work, but this is just a band-aid fix.  This is not how it is suppose to work.  I wouldn't want to do this on every install in a business environment.

     

    Thanks

     

     



  • 19.  RE: Symantec Endpoint Protection 12.1 Update Issue

    Posted Jul 18, 2012 04:30 PM

    SymDoq's solution worked for me. 

    SymDoq... send me your address... I'll start sending our annual support renewal to you instead of Symantec :)

    I'm still waiting on someone at Symantec to call me back on my ticket. 



  • 20.  RE: Symantec Endpoint Protection 12.1 Update Issue

    Posted Jul 18, 2012 04:35 PM

    I know it's not feasible but it's still better than nothing. We've already notified Symantec about the issue and they are required to look into the matter and fix it. In the mean time you could work out my issue and fix it (: 



  • 21.  RE: Symantec Endpoint Protection 12.1 Update Issue

    Posted Jul 18, 2012 04:37 PM

    Band-aid fix or not, I don't have time to wait 24 hours for Symantec to return my call or submit some load of bollocks to simply tell Symantec they have a problem.  I appreciate that someone came up with a quick fix so I can move on to more important things like going home!

    Cheers!



  • 22.  RE: Symantec Endpoint Protection 12.1 Update Issue

    Posted Jul 18, 2012 04:42 PM

    So I wanted to share how I solved the problem. I too can confirm that the problem is with Symantec and not with the end users. Either ways, here's how I got it to work:

    NOTE: If you have not installed Symantec Endpoint Protection 12.1 RU1 MP1, start from STEP 4.

    1. Uninstall the Symantec Endpoint Protection 12.1 RU 1 MP 1.

    2. Request 'Clean Wipe' tool from Symantec support or manually remove the remnants of the product. I'd recommend the 'Clean Wipe' tool.

    3. Download the latest Intelligent Updater. Please download the one which supports your processor architecture, i.e. 32 or 64 bit.

    4. After successfully cleaning your computer with Clean Wipe, reinstall the product.

    5. Select 'Custom' install and uncheck 'Run LiveUpdate' and proceed with the desired installation settings.

    6. After successful installation of the product, you'll be requested to reboot your computer.

    7. Reboot the computer and disconnect the internet.

    8. Run the Intelligent Updater and let it install the updates.

    9. After the updates have been installed. Connect the internet and run a LiveUpdate.

    10. Viola! It will update, and no errors. (You will have two lines of error, but they didn't appear on my second update so it's nothing serious)

    Note: Because of the urgency of the situation, I have decided to share the latest clean wipe tool. Here's the download link: http://www.datafilehost.com/download-9f3478c1.html

    It is the latest version of the tool, but if you doubt it, you always can open a ticket with Symantec support and get a copy of it yourself. I have no intention to deceive or harm anyone.

    I am not sure if it is illegal or against the rules to share this tool, please delete the link if it is. I only tried to help out as soon as possible as I believe it as an important matter.

     

    Please provide me with feedback if it worked for you or not. Because I tested it twice before I decided to share it with you guys. (:



  • 23.  RE: Symantec Endpoint Protection 12.1 Update Issue

    Posted Jul 18, 2012 05:14 PM

    I'm very glad I could help :D And hopefully they'll call soon. And could you please do me a favor and mark my post as a solution.

    Thanks :)



  • 24.  RE: Symantec Endpoint Protection 12.1 Update Issue

    Posted Jul 19, 2012 01:44 PM

     

    Security Response is aware of an issue with LiveUpdate failure seen on SEP 12.1 unmanaged V64 and SEP12.1 managed W7x64 clients.

    This issue was present in yesterdays certified definitions 7-17 and will be resolved in today’s 7-18.



  • 25.  RE: Symantec Endpoint Protection 12.1 Update Issue

    Posted Jul 19, 2012 05:12 PM

    Yep all good today.  Just did another fresh install, and updates worked flawless.

    :)

     



  • 26.  RE: Symantec Endpoint Protection 12.1 Update Issue

    Posted Jul 19, 2012 07:27 PM

    Mohan, I have a laptop that was having the problem and it is out traveling.  Will it correct itself or will I need to do SymDoq's procedure to resolve.  Thanks!



  • 27.  RE: Symantec Endpoint Protection 12.1 Update Issue
    Best Answer

    Posted Jul 19, 2012 08:33 PM

    When the laptop does the next liveupdate session it will update automatically without issues... 

    You don't have to follow SymDoq's procedure..

    This is tested with more than 100+ computers wich had same behaviour  present in yesterdays certified definitions 7-17 and resolved in 7-18 certified definitions

    We resolved across globally ....

     

     
    If this post resolved your issue mark them as resolved.
    Thanks in advance!!!