Error message in user_syslog_unfiltered: [E] Trust package verification failed. Contact Support.

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Article ID: 184886

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Updated On:

Products

SSL Visibility Appliance Software

Issue/Introduction

The following lines are being reported in the user_syslog_unfiltered log file:

Jan 15 05:22:38 pe-oclcdc03a-06 download_trust.py[61868]: [E] Trust package verification failed. Contact Support.
Jan 15 20:57:48 pe-oclcdc03a-06 download_trust.py[19862]: [E] Trust package verification failed. Contact Support.

 

 

Jan 15 05:22:38 pe-oclcdc03a-06 download_trust.py[61868]: [E] Trust package verification failed. Contact Support.
Jan 15 20:57:48 pe-oclcdc03a-06 download_trust.py[19862]: [E] Trust package verification failed. Contact Support.

Cause

Occasionally a Trust Package may fail verification.  We have seen this before in the field. It is usually an issue that is resolved quickly.  

Environment

An SSLv deployed, configured to Auto-update the Symantec Trust Package.  This error may occur when manually updating Symantec Trust Package.

Resolution

Since the automatic update of the Trust Package on the SSLv happens only once a week, the user can manually update the package and have this corrected.  After manually updating the Trust Package, verify the package update was successful by looking in the user_unfiltered_syslog or the system log in the GUI.  If the issue persists, please contact support for further investigation.