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Endpoint Protection clients will not update definitions

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Article ID: 172195

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Updated On:

Products

Endpoint Protection

Issue/Introduction

After 14.2 Symantec Endpoint Protection (SEP) upgrade Clients can't get the latest definitions from the Group Update Provider (GUP).

Cause

Check these causes with the relevant resolution below.

  1. SEPM Schema update is needed
  2. GUP Recognized on the Shared updates folder
  3. GUP Port enabled on 2967 by default
  4. Check which registry keys are equal to 1

Environment

  • Windows Server 2008 R2 Standard
  • SQL Server 2008 r2
  • SEP/ SEPM 14.2.760.0000

Resolution

  1. Run the Upgrade.bat file on the SEPM Symantec Endpoint Protection Manager Upgrade wizard does not run during migration install process.​ This will ensure the schema gets updated after the upgrade.

  2. Check if the GUP is recognized as a GUP by checking if the SharedUpdates folder is in the client's SEP root folder (e.g., C:\Program Files (x86)\Symantec\
    Symantec Endpoint Protection\SharedUpdates). If it is a 32-bit operating system then it will be located in the Program Files\Symantec\Symantec Endpoint Protection\SharedUpdates folder instead.

  3. Is the designated GUP configured as a GUP and listening on port 2967 (default port)? Use netstat to check the connection state table.

  4. Are the SEP clients that are requesting content from a GUP configured to use a GUP as their Liveupdate source?
    Check the following:

    HKEY_LOCAL_MACHINE\Software\Symantec\Symantec Endpoint Protection\LiveUpdate.

    Check the settings for the following keys:

    ■ UseLiveUpdateServer

    If this key is set to 1, the client uses an internal LiveUpdate server or Symantec LiveUpdate directly instead of a GUP.

    ■ UseManagementServer

    If this key is set to 1, the client uses the management server for updates directly.

    ■ UseMasterClient

    If this key is set to 1, the client uses a group update provider

    If the client is not set to use the GUP (UseMasterClient = 1) then review the Liveupdate policy for the respective client group and set it to use a GUP as needed.