Gathering logs and troubleshooting data from LiveUpdate Administrator 2.x

Products

• Mail Security for Microsoft Exchange
• Endpoint Protection

Issue/Introduction

LiveUpdate Administrator 2.x (LUA 2.x) contains a built-in function to collect troubleshooting information that can help Symantec Technical Support diagnose problems. Supplemental diagnostic logs will provide a complete picture. This article contains information on how to collect these.

Resolution

Luadebuginfo.zip

To gather troubleshooting diagnostic information from LUA 2.3.1 and later:

1. Open Internet Explorer on your LiveUpdate Administrator 2.x (LUA 2.x) server
2. Login to LUA 2.x using valid account credentials.
3. Click on the Troubleshoot link in the upper-right corner of the LUA interface, then follow the on-screen instructions.

 

Additional Materials to Gather

1. It is also always desirable to have the output of a broader diagnostic tool like SymDiag diagnostic tool from the LUA server.
2. Also, always export the LUA server's event log in .csv format: "EventAuditLog.csv"
3. For LUA 2.3 and above, please also always export the LUA server's configuration recovery file and provide it to Technical Support. 
4. If the source of the update issue lies on the clients updating from LUA, gathering diagnostic data from one or more clients may be necessary (for example, SymDiag diagnostics or log.lue files from affected clients).
5. Depending on the issue encountered, Symantec Technical Support will also often request specific individual files (directory listings, configuration files, etc).

 

Debug-Level Information

If instructed by Technical Support to set the log DEBUG level, in LUA 2.x this can be configured following the below steps:

1. Log in to the LUA Web interface.
2. Click Configure>Preferences.
3. Locate the Logging section, select ON in the Debug Mode drop-down box and Informational in the Event threshold drop-down box.
4. Click Update to apply the settings.