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LiveUpdate fails with error code HR 0x802A0045 DECODE: E_UNABLE_TO_REACH_SERVER or HR 0x80004005 DECODE: Unspecified error

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Article ID: 187687

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Updated On:

Products

Endpoint Protection

Issue/Introduction

The Symantec Endpoint Protection Manager (SEPM) accesses the Internet through a proxy server. After SEPM upgrade, LiveUpdate fails with error code 1814.
 
HR 0x802A0045 DECODE: E_UNABLE_TO_REACH_SERVER
or
HR 0x80004005 DECODE: Unspecified error
 
 
Symptoms:
 
You may find log.liveupdate has similar words as below:
 
27/03/2020, 08:10:15 GMT -> HttpSendRequest (status 0): Request failed - Look up status code for more information.
27/03/2020, 08:10:15 GMT -> Progress Update: DOWNLOAD_FILE_FINISH: - NOTE - URL: "https://liveupdate.symantec.com/livetri.zip", Full Download Path: "C:\ProgramData\Symantec\LiveUpdate\Downloads\livetri.zip" HR: 0x80004005
27/03/2020, 08:10:15 GMT -> HR 0x80004005 DECODE: Unspecified error
27/03/2020, 08:10:15 GMT -> Progress Update: DOWNLOAD_BATCH_FINISH: HR: 0x0       , Num Successful: 0
27/03/2020, 08:10:15 GMT -> Progress Update: TRIFILE_DOWNLOAD_END: Number of TRI files: "1"
27/03/2020, 08:10:15 GMT -> EVENT - SERVER SELECTION FAILED EVENT - LiveUpdate failed to connect to server liveupdate.symantec.com at path  via a HTTPS connection. The server connection attempt failed with a return code of 1814, LiveUpdate could not retrieve the catalog file of available Symantec product and component updates.
27/03/2020, 08:10:15 GMT -> Progress Update: HOST_SELECTION_ERROR: Error: 0x802A0027
27/03/2020, 08:10:15 GMT -> LiveUpdate did not find any new updates for the given products.
27/03/2020, 08:10:15 GMT -> EVENT - SESSION END FAILED EVENT - The LiveUpdate session ran in Silent Mode. LiveUpdate found 0 updates available, of which 0 were installed and 0 failed to install.  The LiveUpdate session exited with a return code of 1814, LiveUpdate could not retrieve the catalog file of available Symantec product and component updates.
27/03/2020, 08:10:15 GMT -> CSendHTTPRequest::SendRequest - Unhandled WinInet Error occurred: err=  12157; desc = An error occurred in the secure channel support
Or:

16/04/2019, 15:16:07 GMT -> HR 0x802A0045 DECODE: E_UNABLE_TO_REACH_SERVER

16/04/2019, 15:16:07 GMT -> Progress Update: DOWNLOAD_BATCH_FINISH: HR: 0x802A0045, Num Successful: 0

16/04/2019, 15:16:07 GMT -> HR 0x802A0045 DECODE: E_UNABLE_TO_REACH_SERVER

16/04/2019, 15:16:07 GMT -> EVENT - SERVER SELECTION FAILED EVENT - LiveUpdate failed to connect to server liveupdate.symantecliveupdate.com at path  via a HTTP connection. The server connection attempt failed with a return code of 1814, LiveUpdate could not retrieve the catalog file of available Symantec product and component updates.

Resolution

Make sure proxy Setting are valid in the manager under : SEPM /ADMIN/ SERVERS /SERVER/Edit the server properties/ Proxy Server.  
 
Also make sure that the Live update URLs are whitelisted or excluded at the proxy server.
  • https://knowledge.broadcom.com/external/article/154433/required-exclusions-for-proxy-servers-to.html
 
You can test access to the LiveUpdate servers and to see if the livetri.zip can be downloaded by following: 
 
Also verify and reset your internet IE settings:
 
1.Close all open windows and programs.
2.Open Internet Explorer, select Tools  > Internet options.
3.Select the Advanced tab.
4.In the Reset Internet Explorer Settings dialog box, select Reset.
5.In the box, Are you sure you want to reset all Internet Explorer settings?, select Reset
- After you restart SEPM services you should be able to download Live update content via SEPM/ Admin / local Site / Download live update content.

Additional Information

If solution above fails and issue persist Reinstall LiveUpdate and register it again as per:

https://knowledge.broadcom.com/external/article/155147/reinstall-liveupdate-for-endpoint-protec.html