Symantec Endpoint Protection: LiveUpdate Troubleshooting Flowchart

Источник: http://www.symantec.com/business/support/index?page=content&id=TECH95790&locale=en_US

Issue:

How to troubleshoot failed LiveUpdate or definition update issues

Symptoms:
Virus definitions are out of date

• Virus definitions are not updating on the Symantec Endpoint Protection Manager (SEPM)
• Virus definitions are not updating on the Symantec Endpoint Protection (SEP) clients
• Some Symantec Endpoint Protection clients are not getting definition updates
• LiveUpdate does not complete successfully

Solution:

The following flowchart can be used to help isolate LiveUpdate issues. Further explanation can be found below the chart.

• Troubleshoot Communication issue: 

1. Make sure that you are able to browse to the web sites below:
   1. Liveupdate.symantecliveupdate.com
   2. Liveupdate.symantec.com
   3. Symantec.com
2. Make sure that the perimeter firewall has exceptions for the web sites above
3. Run a packet capture and contact support for analysis

• Check Connectivity between Symantec Endpoint Protection client & Symantec Endpoint Protection Manager:

1. Do a Secars test to Test Connectivity between Symantec Endpoint Protection client and Symantec Endpoint Protection Manager
   • Testing Communication from an Endpoint Protection client to the Endpoint Protection Manager
      
2. Other client/server connectivity troubleshooting
   • Symantec Endpoint Protection: Troubleshooting Client/Server Connectivity
      
3. Endpoint Protection Manager communication troubleshooting
   • Symantec Endpoint Protection Manager 11.x communication troubleshooting
      
4. Get the SylinkMonitor logs to check the communication for any errors
   • SylinkWatcher and SylinkMonitor - tools for real-time debugging of SPA 5.x and SEP 11.x
     

• Remove corrupt definitions

How to clear out corrupted definitions for a Symantec Endpoint Protection Client
• Check if the Symantec Endpoint Protection Manager has the latest definitions:

1. Open the Symantec Endpoint Protection Manager
2. Click on the Admin Tab
3. Click on Servers
4. Click on Local Site
5. Click Show Liveupdate Downloads
6. Make sure that the date for 32 bit and 64 Definitions for ‘Virus & Spyware Definitions’ is up-to-date
    

• How to read the Log.liveupdate and SESMLu.log of Symantec Endpoint Protection Manager:

LiveUpdate and content troubleshooting for the Symantec Endpoint Protection Manager
 

• Make sure proxy settings are configured in Symantec Endpoint Protection Manager:
  

How to setup the Symantec Endpoint Protection Manager to use specific proxy settings for LiveUpdate

      

Legacy ID

2009082702000348

Article URL http://www.symantec.com/docs/TECH95790