LiveUpdate (3.3.0.69) stops downloading after 3500 KB within Backup Exec 2010 MP1 (13.0.2896) => LU1835: Connection to the LiveUpdate server failed

[SG]

Dear All,

I have a really strange problem with the LiveUpdate (3.3.0.69) for Backup Exec 2010 MP1 running under Windows Server 2008 R2 Standard (64bit).

After a clean installation of the server with the OS and a clean installation of Backup Exec 2010 MP1 (13.0.2896) the first thing I tried was to run the LiveUpdate.

It directly connects to the Symantec Servers...
 



... and find all the necessary updates. If I proceed with a click on "Next" it starts the download but stops always exactly after 3500 KB...



... after some seconds the error message LU1835: Connection to the LiveUpdate server failed appears.



 

• I'm connecting to LiveUpdate via a Proxy Server.
• I already added http://*.symantec.com and http://liveupdate.symantecliveupdate.com to the Trusted Sites within Internet Explorer
• I already checked the articel "How to determine whether your firewall is blocking LiveUpdate" with the result that everything is fine and nothing got blocked from the firewall
• I already increased the time for time-out value for HTTP downloads with the result that the error message LU1835 will be displayed later.
• I also already uninstalled LiveUpdate, rebooted the server, made a clean installation of LiveUpdate and run a repair of Backup Exec without any further result.
• If I try to download a hotfix smaller than 3500 KB (like Hotfix 354911 with ~ 3,1 MB) it works fine for that hotfix - but no luck for any (single) hotfix > 3,5 MB
• At the same time a LiveUpdate runs fine via the same network/same proxy on a Windows Server 2003 R2 and Backup Exec 12.5 installed on it. Here it's e.g. no problem to download SP4 (> 100 MB) for BE12.5 via LiveUpdate, so this is why I do not believe that the problem is related to our internet connection.

Any ideas as I'm running out of them...?

Kind regards,
 SG

[RahulG]

Try downloading the service pack manually and installing it . and later run live update again to install the rest of hotfixes ...http://support.veritas.com/docs/290975

[RahulG]

http://support.veritas.com/docs/286830  How to determine if a failed Backup Exec hotfix installation is a LiveUpdate download failure or a hotfix installation failure.

[SG]

Hello,

Thanks Rahul, but your hints didn't solve the issue...

http://seer.entsupport.symantec.com/docs/290975.htm

• The "time out" issue was already checked and was not the reason
• "Rights and permissions" are set correctly
• "Presence of a legacy file" => dll file was not existing
• "Firewall settings" are also fine
• "Damaged files" => the content of the LiveUpdates Download folder was deleted but after starting LiveUpdate again it stops exactly after 3500 KB

http://seer.entsupport.symantec.com/docs/286830.htm

• Doesn't really help as the hotfixes are not even downloaded as the download stops after 3500 KB

Any other ideas? Thanks in advance,

Best regards,
 SG

[Joey_B]

SG,

I am having the exact same issue.  BE2010 and Server 2008 R2 64 bit.  I spent and hour and a half on the phone with support on Tuesday with no fix.
We uninstall/reinstalled LiveUpdate, did a repair on the BE install, still no luck.

To me it seems that it has to be a setting somewhere, in a file or the registry that is set for 3500 KB since it keeps stopping at that number.

I will update if I come across a solution.

Joe

[Zuaib]

If UAC is enabled on the server ( It being a 2008 server UAC will be enabled ) even then live update can fail.
PLease try this Run backup Exec as an administrator and then run live update from it.

[Joey_B]

Zuaib,

Thanks for the suggestion, however, I gave it a try and I'm still getting the same results.

Joe

[Akos]

Same problem, stuck with manual patching. It's getting cumbersome managing ~10 backup servers. (UAC off, Server 2008R2, admin credentials, Backup Exec 2010, 3500kB download limit)

[SG]

Hi there,

I also can confirm, that it is not the UAC which is causing this issue.

What I tried:

• Disabled UAC completely, rebooted the Server, started Backup Exec and run LiveUpdate => it stopps again exactly after 3500 KB
• Started Backup Exec as Administrator (with disabled UAC) and run LiveUpdate => same behaviour

On the one hand hand I am glad to hear that I am not the only one having this issue, on the other hand it is strange, that this kind of issue can even happen...

Best regards,
 SG

[RahulG]

might be some issue with proxy ...as you were not able to manullay download as well. ..
Can you try downloading from a different machine where you do not have proxy configured

[SG]

Hi Rahul,

Not sure why you think it may be a proxy issue!? What did you read?

Other users are reporting the same issue in this post! And I am able to download all thes hotfixes manually! Also the same LiveUpdate-Version is able to download e.g SP4 (which is > 100 MB!) of Backup Exec 12.5 on a Windows Server 2003 R2 32bit.

Best regards,
 SG

[MTC]

cannot use live update on SBS or on workstations - and nothing has changed on our equipment.
is Symantec aware of this issue that multiple people are having across multiple machines?

is there a fix for this?

Help!!

[SG]

Still have that issue. I completely reinstalled my test server with Win 2008R2 and made a new installation of Backup Exec 2010 MP1.

Prior to the first start of Backup Exec it will run the LiveUpdate, which finds more than 100 MB of updates. I start the download and it excatly stops again after 3,5 MB!

Any Symantec Employee here reading this and having an idea why it's not possible anymore to fix Backup Exec bugs via Live Update?

[Jerry_Phillips]

I have the same issue here. I have about 30 servers and alot, but not all of them are experiencing the issue. LiveUpdate will fail at certain points during the download process.

If the download portion of LiveUpdate is successful, then the install portion will proceed with no problems. I can expand the Backup Exec 2010 product on the LiveUpdate "Options" screen and choose the Hotfixes one or two at a time and most of them will complete. However, there are three that seem to always fail (348315, 351400, and 351451), which led me to believe they may have been corrupt. And most of  the time they will fail at 3500, 7500, or 15500 KB, which reinforced my belief of corruption. I did reinstall LiveUpdate 3.3 just to eliminate it as a possibilty. By the way, I too could download the updates manually through Symantec's tech documents.

I opened a case with tech support and was escalated to teir 2 support. Although I was having issues, the tech had no problems at all completing the LiveUpdate on his test machines several times, yet at the same time I was having issues. This left me with three conclusions... 1) the LiveUpdate servers and files were probably fine, 2) it was probably not server related since it was happening on more than one or two, and 3) it was probably network related as since the issue was only occurring during the download process.

Because I had more than a couple server with this issue I was able to leave one of them in the original state before any troubleshooting. For weeks, all I would do is continually try to run LiveUpdate and it would ALWAYS fail. Our proxy is controlled by another office, so getting this server excluded from the proxy took time. After they "unfiltered" the server's IP, I tried it again. It worked with no problems, no pause, nothing.... It went through smooth as silk! I know it's only one server, but considering the consistant failures and as soon as the proxy is bypassed it worked... I see smoke coming out of the barrel.

Leaving our site servers unfiltered doesn't seem to be an option, so I've been looking into an internal LiveUpdate Administrator server. I'm not an IIS guy, so I'm still trying to get it configured and working, but it seems to be the best solution.

[SG]

Today I installed Backup Exec 2010 R2 on a test environment using our proxy server.

It's still the same mad behaviour - after 3500 KB the download of a hotfix stops and fails.

Very disappointing...

SG

[Mahesh_Roja]

Can you post the logs?

[Mahesh_Roja]

the time out value and checked

The following settings must be changed:

PREFERENCES\INTERNET_CONNECT_TIMEOUT=<value in seconds>
PREFERENCES\INTERNET_READ_DATA_TIMEOUT=<value in seconds>

The following is an example of how this setting would appear for a 30-second time-out value:

PREFERENCES\INTERNET_CONNECT_TIMEOUT=30
PREFERENCES\INTERNET_READ_DATA_TIMEOUT=30

You increase the value and see

[Mahesh_Roja]

http://www.symantec.com/business/support/index?page=content&id=TECH101807&locale=en_US

[SG]

Do you mean the Log.LiveUpdate located in "C:\ProgramData\Symantec\LiveUpdate" with logs?

If so, here you go:

////////////////////////////////////////////////////////////////////////////////
////////////////////////////////////////////////////////////////////////////////
// Start LuComServer
////////////////////////////////////////////////////////////////////////////////
////////////////////////////////////////////////////////////////////////////////
27.09.2010, 13:16:01 GMT -> LuComServer version: 3.3.0.92
27.09.2010, 13:16:01 GMT -> LiveUpdate Language: English
27.09.2010, 13:16:01 GMT -> LuComServer Sequence Number: 20090713
27.09.2010, 13:16:01 GMT -> OS: Windows 2008R2 Standard Edition, Service Pack: 0, Major: 6, Minor: 1, Build: 7600 (64-bit)
27.09.2010, 13:16:01 GMT -> System Language:[0x0407], User Language:[0x0407]
27.09.2010, 13:16:01 GMT -> IE 7 Support
27.09.2010, 13:16:01 GMT -> ComCtl32 version: 6.16
27.09.2010, 13:16:01 GMT -> IP Addresses: fe80::c1b2:965f:e6bc:da7c%16, 10.159.32.28
27.09.2010, 13:16:01 GMT -> Loading C:\ProgramData\Symantec\LiveUpdate\Product.Inventory.LiveUpdate
27.09.2010, 13:16:01 GMT -> Opened the product inventory at "C:\ProgramData\Symantec\LiveUpdate\Product.Inventory.LiveUpdate".
27.09.2010, 13:16:01 GMT -> Combined Product Inventory Flags 0, Permanent Flags 0, Permanent Flags Filter 0
27.09.2010, 13:16:01 GMT -> LiveUpdate flag value for this run is 0
27.09.2010, 13:16:01 GMT -> The command line is -UpdateOptOut=BackupExec
27.09.2010, 13:16:01 GMT -> ProductRegCom/luGroup(PID=3708/TID=3436): Successfully created an instance of an luGroup object!
27.09.2010, 13:16:01 GMT -> ProductRegCom/luGroup(PID=3708/TID=3436): Path for calling process executable is C:\Program Files (x86)\Symantec\LiveUpdate\LUALL.EXE.
27.09.2010, 13:16:01 GMT -> ProductRegCom/luGroup(PID=3708/TID=3436): Destroyed luGroup object.
27.09.2010, 13:16:01 GMT -> Scanning the following file for potentially malicious host entries: C:\Windows\system32\Drivers\etc\hosts
27.09.2010, 13:16:01 GMT -> Scanning the following file for potentially malicious host entries: C:\Windows\system32\Drivers\etc\lmhosts.sam
27.09.2010, 13:16:01 GMT -> LiveUpdate did not find any malicious host entries in any hosts files.
27.09.2010, 13:16:01 GMT -> **** Starting an Interactive Mode LiveUpdate Session ****
27.09.2010, 13:16:01 GMT -> User Type: Administrator.
27.09.2010, 13:16:03 GMT -> ***********************        Start of New LU Session        ***********************
27.09.2010, 13:16:03 GMT -> EVENT - SESSION START EVENT - The LiveUpdate session is running in Interactive Mode.
27.09.2010, 13:16:03 GMT -> Progress Update: TRYING_HOST: HostName: "liveupdate.symantecliveupdate.com" URL: "http://liveupdate.symantecliveupdate.com" HostNumber: 0
27.09.2010, 13:16:03 GMT -> Progress Update: TRIFILE_DOWNLOAD_START: Number of TRI files: 0 Downloading LiveUpdate catalog file
27.09.2010, 13:16:03 GMT -> LiveUpdate will download the first Mini-TRI file,
27.09.2010, 13:16:03 GMT -> LiveUpdate did not register itself as a LiveUpdate updatable product
27.09.2010, 13:16:03 GMT -> LiveUpdate will check for Mini-TRI file support on the server since the first Mini-TRI file was not available ().
27.09.2010, 13:16:03 GMT -> Progress Update: DOWNLOAD_BATCH_START: Files to download: 1, Estimated total size: 0
27.09.2010, 13:16:03 GMT -> Progress Update: PRE_CONNECT: Proxy: "(not-available)" Agent: "Symantec LiveUpdate" AccessType: 0x0      
27.09.2010, 13:16:03 GMT -> Progress Update: CONNECTED: Proxy: "(not-available)" Agent: "bcoDcmosqwgns3k/y/1MAc1WlcsEZmgTAAAAAA" AccessType: 0x0      
27.09.2010, 13:16:03 GMT -> Progress Update: DOWNLOAD_FILE_START: URL: "http://liveupdate.symantecliveupdate.com/minitri.flg", Estimated Size: 0, Destination Folder: "C:\ProgramData\Symantec\LiveUpdate\Downloads"
27.09.2010, 13:16:04 GMT -> HttpSendRequest (status 304): Request succeeded - File up to date so download is not required
27.09.2010, 13:16:04 GMT -> Progress Update: DOWNLOAD_FILE_NOT_MODIFIED: URL: "http://liveupdate.symantecliveupdate.com/minitri.flg", Full Download Path: "C:\ProgramData\Symantec\LiveUpdate\Downloads\minitri.flg"
27.09.2010, 13:16:04 GMT -> Progress Update: DOWNLOAD_FILE_FINISH: URL: "http://liveupdate.symantecliveupdate.com/minitri.flg", Full Download Path: "C:\ProgramData\Symantec\LiveUpdate\Downloads\minitri.flg" HR: 0x0      
27.09.2010, 13:16:04 GMT -> Progress Update: DOWNLOAD_BATCH_FINISH: HR: 0x0       , Num Successful: 1
27.09.2010, 13:16:04 GMT -> Progress Update: HOST_SELECTED: Host IP: "92.123.154.73" URL: "http://liveupdate.symantecliveupdate.com" HostNumber: 0
27.09.2010, 13:16:04 GMT -> Attempting to load SymCrypt...
27.09.2010, 13:16:04 GMT -> SymCrypt.dll does not exist.
27.09.2010, 13:16:04 GMT -> EVENT - SERVER SELECTION SUCCESSFUL EVENT - LiveUpdate connected to server liveupdate.symantecliveupdate.com at path  via a HTTP connection. The server connection connected with a return code of 200, Successfully download TRI file
27.09.2010, 13:16:04 GMT -> LiveUpdate is connected to a server with Mini-TRI file support.  LiveUpdate will download and process the remaining Mini-TRI files.
27.09.2010, 13:16:04 GMT -> Check for updates to:  Product: Backup Exec X64, Version: 13.0.4164.0, Language: SymAllLanguages.  Mini-TRI file name: backup$20exec$20x64_13.0.4164.0_symalllanguages_livetri.zip
27.09.2010, 13:16:04 GMT -> Progress Update: TRIFILE_DOWNLOAD_END: Number of TRI files: "0"
27.09.2010, 13:16:04 GMT -> Progress Update: TRIFILE_DOWNLOAD_START: Number of TRI files: 1 Downloading Mini-TRI files
27.09.2010, 13:16:04 GMT -> Progress Update: DOWNLOAD_BATCH_START: Files to download: 1, Estimated total size: 0
27.09.2010, 13:16:04 GMT -> Progress Update: DOWNLOAD_FILE_START: URL: "http://liveupdate.symantecliveupdate.com/backup$20exec$20x64_13.0.4164.0_symalllanguages_livetri.zip", Estimated Size: 0, Destination Folder: "C:\ProgramData\Symantec\LiveUpdate\Downloads"
27.09.2010, 13:16:04 GMT -> HttpSendRequest (status 304): Request succeeded - File up to date so download is not required
27.09.2010, 13:16:04 GMT -> Progress Update: DOWNLOAD_FILE_NOT_MODIFIED: URL: "http://liveupdate.symantecliveupdate.com/backup$20exec$20x64_13.0.4164.0_symalllanguages_livetri.zip", Full Download Path: "C:\ProgramData\Symantec\LiveUpdate\Downloads\backup$20exec$20x64_13.0.4164.0_symalllanguages_livetri.zip"
27.09.2010, 13:16:04 GMT -> Progress Update: DOWNLOAD_FILE_FINISH: URL: "http://liveupdate.symantecliveupdate.com/backup$20exec$20x64_13.0.4164.0_symalllanguages_livetri.zip", Full Download Path: "C:\ProgramData\Symantec\LiveUpdate\Downloads\backup$20exec$20x64_13.0.4164.0_symalllanguages_livetri.zip" HR: 0x0      
27.09.2010, 13:16:04 GMT -> Progress Update: DOWNLOAD_BATCH_FINISH: HR: 0x0       , Num Successful: 1
27.09.2010, 13:16:04 GMT -> LiveUpdate copied the Mini-TRI file from C:\ProgramData\Symantec\LiveUpdate\Downloads\backup$20exec$20x64_13.0.4164.0_symalllanguages_livetri.zip to C:\ProgramData\Symantec\LiveUpdate\Downloads\Tri626\backup$20exec$20x64_13.0.4164.0_symalllanguages_livetri.zip
27.09.2010, 13:16:04 GMT -> Progress Update: UNZIP_FILE_START: Zip File: "C:\ProgramData\Symantec\LiveUpdate\Downloads\Tri626\backup$20exec$20x64_13.0.4164.0_symalllanguages_livetri.zip", Dest Folder: "C:\ProgramData\Symantec\LiveUpdate\Downloads\Tri626"
27.09.2010, 13:16:04 GMT -> Progress Update: UNZIP_FILE_PROGRESS: Extracting file: "liveupdt.grd"
27.09.2010, 13:16:04 GMT -> Progress Update: UNZIP_FILE_PROGRESS: Extracting file: "liveupdt.sig"
27.09.2010, 13:16:04 GMT -> Progress Update: SECURITY_SIGNATURE_MATCHED: GuardFile: "C:\ProgramData\Symantec\LiveUpdate\Downloads\Tri626\liveupdt.grd"
27.09.2010, 13:16:04 GMT -> Progress Update: UNZIP_FILE_FINISH: Zip File: "C:\ProgramData\Symantec\LiveUpdate\Downloads\Tri626\backup$20exec$20x64_13.0.4164.0_symalllanguages_livetri.zip", Dest Folder: "C:\ProgramData\Symantec\LiveUpdate\Downloads\Tri626", HR: 0x0      
27.09.2010, 13:16:04 GMT -> Progress Update: UNZIP_FILE_START: Zip File: "C:\ProgramData\Symantec\LiveUpdate\Downloads\Tri626\backup$20exec$20x64_13.0.4164.0_symalllanguages_livetri.zip", Dest Folder: "C:\ProgramData\Symantec\LiveUpdate\Downloads\Tri626"
27.09.2010, 13:16:04 GMT -> Progress Update: UNZIP_FILE_PROGRESS: Extracting file: "liveupdt.tri"
27.09.2010, 13:16:04 GMT -> Progress Update: UNZIP_FILE_FINISH: Zip File: "C:\ProgramData\Symantec\LiveUpdate\Downloads\Tri626\backup$20exec$20x64_13.0.4164.0_symalllanguages_livetri.zip", Dest Folder: "C:\ProgramData\Symantec\LiveUpdate\Downloads\Tri626", HR: 0x0      
27.09.2010, 13:16:04 GMT -> Progress Update: SECURITY_PACKAGE_TRUSTED: "C:\ProgramData\Symantec\LiveUpdate\Downloads\Tri626\liveupdt.tri"
27.09.2010, 13:16:04 GMT -> Available Update for Product: Backup Exec X64, Version: 13.0.4164.0, Language: SymAllLanguages, ItemSeqName: HF358289.  Current Sequence Number: 0, New Sequence Number 1, Update filename 1284648246jtun_hf04x64bit.zip
27.09.2010, 13:16:04 GMT -> Progress Update: TRIFILE_DOWNLOAD_END: Number of TRI files: "1"
27.09.2010, 13:16:04 GMT -> ********* Finished Finding Available Updates *********

27.09.2010, 13:16:08 GMT -> Progress Update: PATCH_DOWNLOADING_START: Number of patches: 1
27.09.2010, 13:16:08 GMT -> GetUpdates: Backup Exec X64, 13.0.4164.0, SymAllLanguages ==> 1284648246jtun_hf04x64bit.zip
27.09.2010, 13:16:08 GMT -> Progress Update: DOWNLOAD_BATCH_START: Files to download: 1, Estimated total size: 9596860
27.09.2010, 13:16:08 GMT -> Update file 1284648246jtun_hf04x64bit.zip may be divided into bandwidth reducing segments.
27.09.2010, 13:16:08 GMT -> Progress Update: DOWNLOAD_SEGMENT_BATCH_START: Downloading segmented file 1284648246jtun_hf04x64bit.zip.full.zip (size 8931694) instead of update file http://liveupdate.symantecliveupdate.com/1284648246jtun_hf04x64bit.zip (size 9596860)
27.09.2010, 13:16:08 GMT -> Progress Update: DOWNLOAD_SEGMENT_FILE_START: Downloading segment file http://liveupdate.symantecliveupdate.com/segments/1284648246jtun_hf04x64bit.zip.seg1.zip instead of update 1284648246jtun_hf04x64bit.zip: file size 3584000
27.09.2010, 13:16:08 GMT -> Progress Update: DOWNLOAD_FILE_START: URL: "1284648246jtun_hf04x64bit.zip", Estimated Size: 3584000, Destination Folder: "C:\ProgramData\Symantec\LiveUpdate\Downloads"
27.09.2010, 13:16:53 GMT -> CSendHTTPRequest::SendRequest - Timed out while communicating with server.
27.09.2010, 13:16:53 GMT -> Progress Update: DOWNLOAD_FILE_FINISH: - NOTE - URL: "1284648246jtun_hf04x64bit.zip", Full Download Path: "C:\ProgramData\Symantec\LiveUpdate\Downloads\1284648246jtun_hf04x64bit.zip.seg1.zip" HR: 0x802A0045
27.09.2010, 13:16:53 GMT -> HR 0x802A0045 DECODE: E_UNABLE_TO_REACH_SERVER
27.09.2010, 13:16:53 GMT -> Progress Update: DOWNLOAD_SEGMENT_FILE_END: Downloaded file http://liveupdate.symantecliveupdate.com/segments/1284648246jtun_hf04x64bit.zip.seg1.zip instead of update 1284648246jtun_hf04x64bit.zip: file size 3584000
27.09.2010, 13:16:53 GMT -> Progress Update: DOWNLOAD_BATCH_FINISH: HR: 0x802A0045, Num Successful: 0
27.09.2010, 13:16:53 GMT -> HR 0x802A0045 DECODE: E_UNABLE_TO_REACH_SERVER
27.09.2010, 13:16:53 GMT -> EVENT - SESSION END FAILED EVENT - The LiveUpdate session ran in Interactive Mode. LiveUpdate found 1 updates available, of which 0 were installed and 1 failed to install.  The LiveUpdate session exited with a return code of 1835, The LiveUpdate server failed to respond in a reasonable amount of time.
27.09.2010, 13:41:16 GMT -> ***********************           End of LU Session           ***********************
////////////////////////////////////////////////////////////////////////////////
////////////////////////////////////////////////////////////////////////////////
// End LuComServer
////////////////////////////////////////////////////////////////////////////////
////////////////////////////////////////////////////////////////////////////////
 

[SG]

"...The following settings must be changed:..."

Yes, this was already done (see my first post).

Best regards,
 SG