Symantec Endpoint Protection Manager is not able to download the content updates. Error "LiveUpdate failed"

Article Id: 158096
Status: Published
Updated On: 26-01-2015 12:53
Legacy Id: TECH207115
Products:
Endpoint Protection
Issue/Introduction:

Symantec Endpoint Protection Manager (SEPM) is unable to download the content updates.

After starting "Download LiveUpdate content" in SEPM (Admin > Servers) LiveUpdate shows the following error: "LiveUpdate failed".
 
Re-registering LiveUpdate with Symantec Endpoint Protection Manager is successful, but the error still exists.

Starting LiveUpdate manually via "Start" > "Run" > 'luall.exe' shows the following errors

 
LU1806: "LiveUpdate was not able to install any of the [number] updates that you selected"
LU1825: "LiveUpdate could not understand how to install this update. You may need to get the latest version of LiveUpdate before you can install this update"
LU1845: "This product was not updated due to a processing error."
LU1853:  "Beim Erhalt Ihrer Updates ist bei LiveUpdate ein interner Fehler aufgetreten."
LU1875: "This update failed during its preprocessing welcome text phase"
 
These errors can also be found in the "log.liveupdate"
Path: "C:\Documents and Settings\All Users\Application Data\Symantec\LiveUpdate"
   "C:\ProgramData\Symantec\LiveUpdate"
 
The following error can be found in "<Path>\Program Files (x86)\Symantec\Symantec Endpoint Protection Manager\tomcat\logs\SesmLu.log"
 
05/24 11:57:10 [0620:212c] INFO(Med)   ProductUtil Response code: 0x0
05/24 11:57:10 [0620:212c] INFO(Med)   SesmLu Server successfully published LU inventory.
05/24 11:57:10 [0620:212c] INFO(Low)   ProductUtil ConfProp: scm.agent.root=C\:\\Program Files (x86)\\Symantec\\Symantec Endpoint Protection Manager\\data
05/24 11:57:10 [0620:212c] INFO(Low)   ProductUtil Data root = C:\Program Files (x86)\Symantec\Symantec Endpoint Protection Manager\data
05/24 11:57:10 [0620:212c] NONE        SesmLu SesmLuObjects Unable to read C:\Program Files (x86)\Symantec\Symantec Endpoint Protection Manager\data\outbox\content\LuConfig.xml xml document

05/24 11:57:10 [0620:212c] NONE        SesmLu SesmLuObjects Unable to read C:\Program Files (x86)\Symantec\Symantec Endpoint Protection Manager\data\outbox\content\LuSesmContentCatalog.xml xml document

05/24 11:57:10 [0620:212c] NONE        SesmLu SesmLuObjects Error deserializing LuSesmContentCatalog.xml. ErrorCode:00000002
05/24 11:57:10 [0620:212c] NONE        SesmLu SesmLuObjects Fail to create ContentCatalog object
05/24 11:57:10 [0620:212c] ERROR       SesmLu Failed to initialize SesmContentCatalog.at SesmLu.cpp[132]
05/24 11:57:10 [0620:212c] ERROR       SesmLu Failed to initialize SesmLu. Aborting.at SesmLu.cpp[678]
05/24 11:57:10 [0620:212c] INFO(Med)   SesmLu PreSession callback... finished. Result: 0x80004005
05/24 11:57:11 [0614:1c60] INFO(Med)   SesmLu OnLuNotify(0x10, {718D8EA0-0AB4-F6D4-0039-BF12EE016BC2}) -> WelcomeText callback invoked...

Cause:

 

Corrupt/ missing LiveUpdate configuration files in "<path>:\Program Files (x86)\Symantec\Symantec Endpoint Protection Manager\data\outbox\content\":

 
"LuDownloadContentArray.xml"
"LuConfig.xml"
"LuSesmContentCatalog.xml"

Resolution:

 

Backup the following files 

"LuDownloadContentArray.xml"
"LuConfig.xml"
"LuSesmContentCatalog.xml"
in "<path>:\Program Files (x86)\Symantec\Symantec Endpoint Protection Manager\data\outbox\content\",
 
and replace and/or create the files with files from a working Endpoint Protection Manager or start a repair installation.

Applies To

Symantec Endpoint Protection Manager 12.1.x