Agents have outdated virus definitions and will not update

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Article ID: 158779

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Updated On:

Products

Endpoint Protection Small Business Edition (Cloud)

Issue/Introduction

Attention Customers of Symantec Endpoint Protection Small Business Edition (SEP SBE) and Symantec Endpoint Protection Cloud (SEP Cloud)

These products will be discontinued on November 2, 2020. On this date, the product will stop protecting the endpoints, and access to the console no longer will be available. We recommend that customers migrate to Symantec Endpoint Security Enterprise.

For more information, see Transitioning to Symantec Endpoint Security Enterprise Guide.

An agent for Symantec Endpoint Protection Small Business Edition (SEP SBE) cloud displays outdated virus definitions, and is not receiving the latest definitions.

Cause

This issue occurs when the virus definitions on the agent computer have become corrupted.

Resolution

Verify network connectivity

  1. Open a command prompt. Click Start > Run, type cmd, and click OK.
  2. Type ping liveupdate.symantecliveupdate.com and press Enter.

If this command results in either a network time-out or a failure to resolve the address, communication is being blocked between your network and Symantec servers.

If you have firewalls or proxies in your network environment, whitelist the required URLs.

Replace old definitions

  1. Download the Intelligent Updater file that is appropriate for your operating system:
    For Workstations
    For Servers

    Note: To confirm the computer's OS architecture, click Start, right-click Computer, and then click Properties. Under System, look for the System type.
     
  2. Right-click the downloaded file and choose Run as administrator.
  3. When prompted to deploy all updates from this updater, click Yes.
  4. Monitor the agent over the next 24 to 48 hours to ensure that the definitions are updating consistently.

If definitions still do not update after performing these steps, contact us for further assistance.