LiveUpdate Administrator fails to download content with pool connection errors

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Article ID: 170295

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Updated On:

Products

Endpoint Protection

Issue/Introduction

Downloads fail after configuring LiveUpdate Administrator (LUA) to download SEP 14.0.1 (RU1) content. Scheduled downloads may fail immediately or a few minutes into the download job.

In the lua.application.log(s), one or more of the following errors will be present:

2017-10-10 14:49:46,211 [pool-6-thread-221] ERROR rcl.HttpHelper  - Fatal transport error in download: Timeout waiting for connection from pool

2017-10-10 14:49:46,211 [pool-6-thread-221] INFO  rcl.HttpHelper  - Released connection for HTTP Get Method

2017-10-10 14:49:46,211 [pool-6-thread-221] ERROR rcl.SegmentedDownloader  - Exception while download of file1507631530jtun_sep12l64en170917001c15sds.m30
org.apache.http.conn.ConnectionPoolTimeoutException: Timeout waiting for connection from pool

or

2017-10-17 13:57:04,441 [pool-3-thread-323] ERROR rcl.SegmentedDownloader - Exception while download of file1508239828jtun_sep12len171004033csds.m30 java.lang.IllegalStateException: Connection pool shut down

 

Cause

Size of content exhausts LiveUpdate Administrator download thread queues.

Resolution

This issue was resolved in LiveUpdate Administrator version 2.3.7.
 

Workaround

The following workaround works in most scenarios. However, if LUA downloads still fail after making these adjustments, Support can provide a hotfix.

  1. Open lua_static.properties (default location C:\Program Files (x86)\Symantec\LiveUpdate Administrator\tomcat\webapps\lua\WEB-INF\classes\), find the following entries and update the values to following:
    • Note: These values will be based on the environment, but should workaround the issue in most scenarios. Please adjust accordingly if these values do not work in your environment.
    • download.retry.corruptFile=10
    • download.retry.corruptFile.sleep.msec=60000
    • apache.max.con.per.host=200
    • apache.max.active.con=200
  2. Save the file and restart the LiveUpdate Administrator services
  3. Split up download schedules by product (ie, 12.1, 14.0, 14 RU1 all in individual download schedules)
    • SEP 14 RU1 content may need to be split into two separate download schedules.  One with SEP 14 RU1 'Content Updates' and the other with SEP 14 RU1 'Client Updates'.  Schedule enough time between each download schedule to allow them to complete before the next one runs. 

      Note: Changing these settings will not increase system or network impact, but will cause LUA download jobs to take much longer to fail out in the event of an actual network or transfer error.

Attachments

LUADownloadIssueFix.zip get_app