LiveUpdate Administrator 2.x Event Log Contains Notifications: "Failed to download file X while processing request id Y"

Products

• Endpoint Protection

Issue/Introduction

The LiveUpdate Administrator (LUA) Event Log contains entries with CRITICAL severity, reading Failed to download file "1232727389jtun_ennlu.x86" while processing request id "285" or Failed to download file "1235139994jtun_ennlu.lin" while processing request id "397". What is the cause? What can be done?

NOTE: File names will vary.

 

LUA Event Log entries:

 

24.01.20 21:39:30 MEZ Download CRITICAL a239116 Failed to download file "1327404243jtun_sep14en110516040.m26" while processing request id "2476".

lua-application logs contain the following for files OTHER than livetri.zip files:

 

 

2020-01-24 18:03:24,303 [pool-3-thread-1] ERROR rcl.HttpHelper  - Fatal transport error in download: 404: could not find file to download - http://liveupdate.symantec.com:80/1327917070jtun_sep14en120112002.m26 on: ConnectionInfo .......

 

Resolution

Occassional failure to download one of the files from the Internet LiveUpdate servers may occur due to connectivity issues or lost packets enroute. If subsequent manual or scheduled download attempts successfully retrieve and process the file, the event may safely be ignored.

There is cause for alarm if the same file consistently fail to download.  Increase the timeout, retry, and interval values in "server connection" preferences to allow LUA more time to download the file before abandoning the attempt.

If there are files which cannot be downloaded even with ample time, the case requires further investigation.

Full information on the failure will be found in the lua-application.log(s). Search through the the lua-application.log and identify the LUA_DOWNLOAD_END for Request Id: Y. The log entries between this end point and the LUA_DOWNLOAD_START above should be studied in depth.  Specifically, search through the lua-application log for all instances of that file name.  Is there an entry later that this same file was successfully retrieved?  

For example:

 

2012-01-30 21:03:22,227 [pool-3-thread-7] INFO  rcl.HttpHelper  - Successfully downloaded file (url): http://liveupdate.symantec.com:80/1327917070jtun_sep14en120112002.m26 size downloaded by pipeData: 7611163

 

Do they really need that?
One tip is to always ensure that the file in question is one that is needed in the customer's environment.

Misconfiguration of LUA 2.x is very common. Often times, administrations have selected an entire product to download rather than just the updates for the components and platforms that they support. Daily attempts to download, for example, all SEP 14 content even though NTP is not used and there are no 64-bit SEP clients in the network will result in a great amount of wasted bandwidth. Failures may arise from performance issues resulting from the crowded traffic.

Correctly configuring the scheduled download in LUA to only retrieve the components, versions and platforms required will result in better performance and prevent any panicked concerns over missing SESM IPS Signatures Win64.


Unfamiliar Files
If the name of the file that failed is unfamiliar, check what product and version it corresponds to by using the liveupdt.tri catalog found in the current livetri.zip. For instance: Failed to download file "1235139994jtun_ennlu.lin" while processing request id "397". Searching for that file name in liveupdt.tri shows "ItemDetails=Linux Virus Definition set."

If the customer does not actually have Scan Engine running on a Linux (.lin) platform, the LUA should be configured not to retrieve this file. Performance will improve, and the fact that the file did not download correctly did not affect the security of their network at all.

Another convenient way to determine what product the file name corresponds to is to search for that name in LUA 2x's "Manage Updates" tab. Searching for a file name or part of a name will return what product and component the file belongs to, though it will not provide in-depth details. See TECH131177, "How To Determine the Corresponding Product for a LiveUpdate Administrator 2.x File."

Tuning
Changing time out values in the LUA interface and in lua_static.properties file may prevent future errors from occurring over a slow or unreliable link. See the following article for information on adjusting LUA timeouts: LiveUpdate Administrator fails to download content with pool connection errors: https://knowledge.broadcom.com/external/article/170295/liveupdate-administrator-fails-to-downlo.html




Technical Information
Example, from lua-application.log, of an error caused by lack of Internet connectivity.

2009-08-27 02:17:38,629 [pool-3-thread-17] INFO com.symantec.lua.util.rcl.HttpHelper - Released connection for HTTP Get Method
2009-08-27 02:17:38,629 [pool-3-thread-17] ERROR com.symantec.lua.util.rcl.SegmentedDownloader - Exception while download of file1251306139jtun_emt64nav2k8en90824024.m25
java.net.SocketTimeoutException: Read timed out
at java.net.SocketInputStream.socketRead0(Native Method)
at java.net.SocketInputStream.read(Unknown Source)
at java.io.BufferedInputStream.read1(Unknown Source)
at java.io.BufferedInputStream.read(Unknown Source)
at org.apache.commons.httpclient.ContentLengthInputStream.read(ContentLengthInputStream.java:169)
at java.io.FilterInputStream.read(Unknown Source)
at org.apache.commons.httpclient.AutoCloseInputStream.read(AutoCloseInputStream.java:107)
at java.io.FilterInputStream.read(Unknown Source)
at org.apache.commons.httpclient.AutoCloseInputStream.read(AutoCloseInputStream.java:126)
at com.symantec.lua.util.rcl.RemoteFileHelper.pipeData(DashoA10*..)
at com.symantec.lua.util.rcl.HttpHelper.downloadFile(DashoA10*..)
at com.symantec.lua.util.rcl.SegmentedDownloader.downloadFile(DashoA10*..)
at com.symantec.lua.util.rcl.DownloadAccelerator.downloadFile(DashoA10*..)
at com.symantec.lua.util.rcl.DownloadAccelerator.download(DashoA10*..)
at com.symantec.lua.handler.download.FileDownloader.call(DashoA10*..)
at com.symantec.lua.handler.download.FileDownloader.call(DashoA10*..)
at java.util.concurrent.FutureTask$Sync.innerRun(Unknown Source)
at java.util.concurrent.FutureTask.run(Unknown Source)
at java.util.concurrent.ThreadPoolExecutor$Worker.runTask(Unknown Source)
at java.util.concurrent.ThreadPoolExecutor$Worker.run(Unknown Source)
at java.lang.Thread.run(Unknown Source)

LUA is using HTTP GET method. The trouble can be:
- slow connection
- network timeout
- or something that is blocking LUA (proxy, firewall)

LUA is not able to download, so because there is no error handling, we have the exception.

 

 

Applies To

 LiveUpdate Administrator (LUA) 2.x