Auto-Upgrade fails on some of the Symantec Endpoint Protection Clients

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Article ID: 152920

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Updated On:

Products

Endpoint Protection

Issue/Introduction

Symantec Endpoint Protection Manager (SEPM) has an assigned package on one of the group. Most clients are upgraded automatically but some clients are still not upgrading.

 

Most SEP clients are upgrading to SEP but some clients are still on old version of Symantec Endpoint Protection.

Cause

1. Language registry entry is empty

  • 32-bit: HKLM\SOFTWARE\Symantec\Symantec Endpoint Protection\SMC\Language
  • 64-bit: HKLM\SOFTWARE\Wow6432Node\Symantec\Symantec Endpoint Protection\SMC\Language

2. Downloaded package file is greater than upgrade package size on Symantec Endpoint Protection Manager.

11/12 09:43:57 [3704] <DownloadNow:>Set storage path=C:\Program Files\Symantec AntiVirus\Download\PKG82a5a5272d24e3a27d64e6555437339911.0.6000.5507
11/12 09:43:57 [3704] <PostEvent>going to post event=EVENT_SERVER_CONNECTING
11/12 09:43:57 [3704] <PostEvent>done post event=EVENT_SERVER_CONNECTING, return=0
11/12 09:43:57 [3704] <DownloadNow:>DOWNLOADing new client package
11/12 09:43:57 [3704] <DownloadNow:> Cached install size: 178903730, Package size: 3377075, Space required: 718723630
11/12 09:43:57 [3704] <DownloadNow:>Setting the session timeout on ClientPackage download session to 2 min.
11/12 09:43:57 [3704] <CDownloadManager::mfn_StartDownload()>
11/12 09:43:57 [3648] <gDownloadThreadProc()>
11/12 09:43:57 [3648] CDownloadManager::mfn_CreateInetSession => Creating System Proxy (default) Session ..
11/12 09:43:58 [3648] <CDownloadManager::mfn_DownloadOneFile()>
11/12 09:43:58 [3648] <CDownloadManager::HttpDownload()>
11/12 09:43:58 [3648] CDownloadManager::HttpDownload() Sufficient disk space (718723630 bytes) is available to start the download.
11/12 09:43:58 [3648] <CHttpFileDownload::CHttpFileDownload()>
11/12 09:43:58 [3648] </CHttpFileDownload::CHttpFileDownload()>
11/12 09:43:58 [3648] <CHttpFileDownload::Do()>
11/12 09:43:58 [3648] <CHttpFileDownload::getRemainingBytesToDownload()>
11/12 09:43:58 [3648] Already downloaded file is bigger than the target file to be downloaded.
11/12 09:43:58 [3648] </CHttpFileDownload::getRemainingBytesToDownload()>
 

Resolution

After performing following steps, upgrade completed successfully.

  1. Compare if the language from config.xml (C:\Program Files\Symantec\Symantec Endpoint Protection), matches the one in the registry (HKLM\SOFTWARE\Symantec\Symantec Endpoint Protection\SMC\Language for 32-bit systems, HKLM\SOFTWARE\Wow6432Node\Symantec\Symantec Endpoint Protection\SMC\Language for 64-bit systems). If they do not match, change the Language Value in registry (for example "English" without quotes)
  2. Start -> Run -> smc -stop
  3. Start -> Run -> smc -start
  4. Delete the existing auto-upgrade package from the group under SEPM console.
  5. Add the new upgrade package again to the group without any scheduling.
  6. Stop smc service (Start->Run -> Type "smc -stop")
  7. Remove the file C:\Program Files\Symantec AntiVirus\Download\PKG82a5a5272d24e3a27d64e6555437339911.0.6000.5507
  8. Start smc service (Start ->Run ->Type "smc -start")