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Backup Exec 20.2 Error Code=4

AG_1
Level 1

Hello All,

We recently installed Backup Exec 20 (updating to 20.2).  Ever since the installation we have received a daily active alert with a category of "Veritas Update Error" and a message stating "The query for available updates failed, error code=4".

The installation of Backup Exec 20.2 does not have any outstanding updates.  I cannot find any reference to the text "The query for available updates failed, error code=4".  Has anyone seen a similar error code, if so, how did you clear the error?  Thank you

AG_1

9 REPLIES 9

LMTT
Level 1

Any news on this error?

We are facing the same on 4 of our Servers which are Windows 2012 R2 and Windows 2016 runing Backup Exec version 20.1

Thanks for a quick reply

Colin_Weaver
Moderator
Moderator
Employee Accredited Certified

I would suggest manually update to 20.3 using

https://www.veritas.com/docs/100041943

and manually apply the post 20.3 patch

https://www.veritas.com/support/en_US/article.100044342

Then make sure that the user that is the Backup Exec service account can login to the Backup Exec server and use the internet without any prompts then the issue might go away - if it does not then a formal support case will be needed.

 

hw1
Level 2
Partner Accredited

> post 20.3 patch
> https://www.veritas.com/support/en_US/article.100044342

Why. Is this patch information deleted?

Colin_Weaver
Moderator
Moderator
Employee Accredited Certified

I am checking on this and will update when I have info

Colin_Weaver
Moderator
Moderator
Employee Accredited Certified

Patch https://www.veritas.com/support/en_US/article.100044342 should be available again, it was not withdrawn, our KM system had an issue that affected other articles as well.

ITSysadmin
Level 0

I'm still facing the same problem "The query for available updates failed, error code=4".

newly installed BE 20.1 and updated to 20.4 two days ago . from the first day we have this problem

nothing resolve this error and manually check on the veritas site the patches 

 

some tech expert can advise on check

Hello,

Same issue here with version 20.4 Rev.1188.2217 64bit.

I must say that we are behind a Proxy with only TCP 80 and 443 opened.

Cant find a way to setup proxy on this software.

Here are some logs:

Info 06-03-2019 09:42:48:AM BackupExec:10924: VxCheckForUpdates, downloadFlag:False regPath:Software\Symantec\Backup Exec for Windows\Common\VxUpdate\20.0
Error 06-03-2019 09:42:48:AM BackupExec:10924: XMLParser, loadFile, Exception: Could not find file 'C:\ProgramData\Veritas\Backup Exec\20.0\VxUpdate\VxAvailableUpdates.XML'., path:C:\ProgramData\Veritas\Backup Exec\20.0\VxUpdate\VxAvailableUpdates.XML
Info 06-03-2019 09:42:48:AM BackupExec:10924: VxCheckForUpdates: URL:https://update.veritas.com/be/20.0/BackupExecUpdates-20.0.xml.
Info 06-03-2019 09:42:48:AM BackupExec:10924: Supported TLS protocols used for web requests (Current): Tls, Tls11, Tls12
Error 06-03-2019 09:42:48:AM BackupExec:10924: GetUpdateFeed: VerifyXmlFile Exception - The remote server returned an error: (407) Proxy Authentication Required., URL:https://update.veritas.com/be/20.0/BackupExecUpdates-20.0.xml.
Error 06-03-2019 09:42:48:AM BackupExec:10924: VxCheckForUpdates: GetUpdateFeed failed. error code:GetUpdateFeedFailure. URL:https://update.veritas.com/be/20.0/BackupExecUpdates-20.0.xml.
Error 06-03-2019 09:45:04:AM BackupExec:10924: XMLParser, loadFile, Exception: Could not find file 'C:\ProgramData\Veritas\Backup Exec\20.0\VxUpdate\VxAvailableUpdates.XML'., path:C:\ProgramData\Veritas\Backup Exec\20.0\VxUpdate\VxAvailableUpdates.XML
Info 06-03-2019 09:45:04:AM BackupExec:10924: VxCheckForUpdates, downloadFlag:False regPath:Software\Symantec\Backup Exec for Windows\Common\VxUpdate\20.0
Error 06-03-2019 09:45:04:AM BackupExec:10924: XMLParser, loadFile, Exception: Could not find file 'C:\ProgramData\Veritas\Backup Exec\20.0\VxUpdate\VxAvailableUpdates.XML'., path:C:\ProgramData\Veritas\Backup Exec\20.0\VxUpdate\VxAvailableUpdates.XML
Info 06-03-2019 09:45:04:AM BackupExec:10924: VxCheckForUpdates: URL:https://update.veritas.com/be/20.0/BackupExecUpdates-20.0.xml.
Info 06-03-2019 09:45:04:AM BackupExec:10924: Supported TLS protocols used for web requests (Current): Tls, Tls11, Tls12
Error 06-03-2019 09:45:04:AM BackupExec:10924: GetUpdateFeed: VerifyXmlFile Exception - The remote server returned an error: (407) Proxy Authentication Required., URL:https://update.veritas.com/be/20.0/BackupExecUpdates-20.0.xml.
Error 06-03-2019 09:45:04:AM BackupExec:10924: VxCheckForUpdates: GetUpdateFeed failed. error code:GetUpdateFeedFailure. URL:https://update.veritas.com/be/20.0/BackupExecUpdates-20.0.xml.
Error 06-03-2019 09:45:46:AM BackupExec:10924: XMLParser, loadFile, Exception: Could not find file 'C:\ProgramData\Veritas\Backup Exec\20.0\VxUpdate\VxAvailableUpdates.XML'., path:C:\ProgramData\Veritas\Backup Exec\20.0\VxUpdate\VxAvailableUpdates.XML
Info 06-03-2019 09:45:46:AM BackupExec:10924: VxCheckForUpdates, downloadFlag:False regPath:Software\Symantec\Backup Exec for Windows\Common\VxUpdate\20.0
Error 06-03-2019 09:45:46:AM BackupExec:10924: XMLParser, loadFile, Exception: Could not find file 'C:\ProgramData\Veritas\Backup Exec\20.0\VxUpdate\VxAvailableUpdates.XML'., path:C:\ProgramData\Veritas\Backup Exec\20.0\VxUpdate\VxAvailableUpdates.XML
Info 06-03-2019 09:45:46:AM BackupExec:10924: VxCheckForUpdates: URL:https://update.veritas.com/be/20.0/BackupExecUpdates-20.0.xml.
Info 06-03-2019 09:45:46:AM BackupExec:10924: Supported TLS protocols used for web requests (Current): Tls, Tls11, Tls12
Info 06-03-2019 09:45:46:AM BackupExec:10924: Tossing item: FeaturePack : Guid: a637592e-08e3-43e1-8399-a16623f69e01, Seq:2018031200 because seq is less than installed BASE.
Info 06-03-2019 09:45:46:AM BackupExec:10924: Tossing item: HotFix : Guid: ae3734e3-714c-4679-8cfe-b5a302357e46, Seq:2018052900 because seq is less than installed BASE.
Info 06-03-2019 09:45:46:AM BackupExec:10924: Tossing item: FeaturePack : Guid: 8b0346a8-c76a-4245-a39f-762f25bf545a, Seq:2018072700 because seq is less than installed BASE.
Info 06-03-2019 09:45:46:AM BackupExec:10924: Tossing item: FeaturePack : Guid: 000d889b-9948-4ba9-9af1-e332d61f1dbf, Seq:2018101200 because seq is less than installed BASE.
Info 06-03-2019 09:45:46:AM BackupExec:10924: Tossing item: HotFix : Guid: 666ec01a-11e0-401f-a227-aa5efe9e4602, Seq:2018111300 because seq is less than installed BASE.
Info 06-03-2019 09:45:46:AM BackupExec:10924: Tossing item: FeaturePack : Guid: 2e56f9d4-057a-46df-a194-6384e2b1f2fd, Seq:2019042500 because seq is less than installed BASE.
Info 06-03-2019 09:45:46:AM BackupExec:10924: VxCheckForUpdates: Success. AvailableUpdates found:0.
Info 06-03-2019 09:46:31:AM BackupExec:10924: VxCheckForUpdates, downloadFlag:False regPath:Software\Symantec\Backup Exec for Windows\Common\VxUpdate\20.0
Info 06-03-2019 09:46:31:AM BackupExec:10924: VxCheckForUpdates: URL:https://update.veritas.com/be/20.0/BackupExecUpdates-20.0.xml.
Info 06-03-2019 09:46:31:AM BackupExec:10924: Supported TLS protocols used for web requests (Current): Tls, Tls11, Tls12
Error 06-03-2019 09:46:31:AM BackupExec:10924: GetUpdateFeed: VerifyXmlFile Exception - The remote server returned an error: (407) Proxy Authentication Required., URL:https://update.veritas.com/be/20.0/BackupExecUpdates-20.0.xml.
Error 06-03-2019 09:46:31:AM BackupExec:10924: VxCheckForUpdates: GetUpdateFeed failed. error code:GetUpdateFeedFailure. URL:https://update.veritas.com/be/20.0/BackupExecUpdates-20.0.xml.
Info 06-03-2019 10:01:43:AM BackupExec:10924: VxCheckForUpdates, downloadFlag:False regPath:Software\Symantec\Backup Exec for Windows\Common\VxUpdate\20.0
Info 06-03-2019 10:01:43:AM BackupExec:10924: VxCheckForUpdates: URL:https://update.veritas.com/be/20.0/BackupExecUpdates-20.0.xml.
Info 06-03-2019 10:01:43:AM BackupExec:10924: Supported TLS protocols used for web requests (Current): Tls, Tls11, Tls12
Error 06-03-2019 10:01:43:AM BackupExec:10924: GetUpdateFeed: VerifyXmlFile Exception - The remote server returned an error: (407) Proxy Authentication Required., URL:https://update.veritas.com/be/20.0/BackupExecUpdates-20.0.xml.
Error 06-03-2019 10:01:43:AM BackupExec:10924: VxCheckForUpdates: GetUpdateFeed failed. error code:GetUpdateFeedFailure. URL:https://update.veritas.com/be/20.0/BackupExecUpdates-20.0.xml.
Info 06-03-2019 10:01:54:AM BackupExec:10924: VxCheckForUpdates, downloadFlag:False regPath:Software\Symantec\Backup Exec for Windows\Common\VxUpdate\20.0
Info 06-03-2019 10:01:54:AM BackupExec:10924: VxCheckForUpdates: URL:https://update.veritas.com/be/20.0/BackupExecUpdates-20.0.xml.
Info 06-03-2019 10:01:54:AM BackupExec:10924: Supported TLS protocols used for web requests (Current): Tls, Tls11, Tls12
Error 06-03-2019 10:01:54:AM BackupExec:10924: GetUpdateFeed: VerifyXmlFile Exception - The remote server returned an error: (407) Proxy Authentication Required., URL:https://update.veritas.com/be/20.0/BackupExecUpdates-20.0.xml.
Error 06-03-2019 10:01:54:AM BackupExec:10924: VxCheckForUpdates: GetUpdateFeed failed. error code:GetUpdateFeedFailure. URL:https://update.veritas.com/be/20.0/BackupExecUpdates-20.0.xml.

@Tiberiu 

Using Veritas Update with a Forward Proxy Server

https://www.veritas.com/support/en_US/article.100043559

Hello,

Since this app doesn't support Proxy Authentication, there is no way to update behind a Proxy.

Instead use the manual upgrade.