Virus R Definitions SDS Win64 (x64) 14.3 RU1/14.2 RU2 cannot be updated after install Endpoint Protection Manager 14.3 RU1

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Article ID: 208051

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Updated On:

Products

Endpoint Protection

Issue/Introduction

Following virus definitions cannot be updated after install/upgrade Symantec Endpoint Protection Manager (SEPM) 14.3 RU1.

  • Virus R Definitions SDS Win64 (x64) 14.2 RU2
  • Virus R Definitions SDS Win64 (x64) 14.3 RU1

 

LiveUpdate Status log:

February 8, 2021 at 9:16:31 AM JST:  Symantec Endpoint Protection Manager could not update Virus and Spyware definitions SDS Win64 14.2 RU2 (reduced).  
February 8, 2021 at 9:16:31 AM JST:  Symantec Endpoint Protection Manager could not update Virus and Spyware definitions SDS Win64 14.3 RU1 (reduced).  
February 8, 2021 at 9:16:31 AM JST:  LiveUpdate encountered one or more errors. Return code = 4.  
February 8, 2021 at 9:16:31 AM JST:  LiveUpdate finished running.  
February 8, 2021 at 9:16:31 AM JST:  LiveUpdate failed.  


OS Event log:

Log Name:      Symantec Endpoint Protection Manager
Source:        SEPM
Date:          2/8/2021 9:16:31 AM
Event ID:      7201
Task Category: (2)
Level:         Warning
Keywords:      Classic
User:          N/A
Description:
Info:Content download to the server failed.
Symantec Endpoint Protection Manager could not update Virus and Spyware definitions SDS Win64 14.2 RU2 (reduced).

Product:Virus and Spyware definitions SDS Win64 14.2 RU2 (reduced)
Version:
Language:
Monikers:,{EF89727B-85D9-4608-A2DB-22FF1AB39A3C}
Sequence:
PublishDate:
Revision:0
Source:Public LiveUpdate Server (Symantec LiveUpdate Server)
Size(in bytes):-1


Log Name:      Symantec Endpoint Protection Manager
Source:        SEPM
Date:          2/8/2021 9:16:31 AM
Event ID:      7201
Task Category: (2)
Level:         Warning
Keywords:      Classic
User:          N/A
Description:
Info:Content download to the server failed.
Symantec Endpoint Protection Manager could not update Virus and Spyware definitions SDS Win64 14.3 RU1 (reduced).

Product:Virus and Spyware definitions SDS Win64 14.3 RU1 (reduced)
Version:
Language:
Monikers:,{F3E7C203-78AA-448B-A844-3587B103EE5C}
Sequence:
PublishDate:
Revision:0
Source:Public LiveUpdate Server (Symantec LiveUpdate Server)
Size(in bytes):-1

 

<SEPM install folder>\Tomcat\Logs\lux.log:

21:24:47.798596  [Component Result - START]
21:24:47.798596   Component ID: {F3E7C203-78AA-448B-A844-3587B103EE5C}
21:24:47.798596   Display Name: SEPM Virus R Definitions SDS Win64 (x64) 14.3 RU1 (LUX)
21:24:47.798596   PVL: SEPM Virus R Definitions SDS Win64 (x64) 14.3 RU1 (LUX)_MicroDefsB.CurDefs_SymAllLanguages
21:24:47.798596   Result Code: 0x80010901
21:24:47.799597   Result Message: FAIL - could not decompress catalog archive

21:24:47.828605  [Component Result - START]
21:24:47.828605   Component ID: {EF89727B-85D9-4608-A2DB-22FF1AB39A3C}
21:24:47.828605   Display Name: SEPM Virus R Definitions SDS Win64 (x64) 14.2 RU2 (LUX)
21:24:47.828605   PVL: SEPM Virus R Definitions SDS Win64 (x64) 14.2 RU2 (LUX)_MicroDefsB.CurDefs_SymAllLanguages
21:24:47.828605   Result Code: 0x80010901
21:24:47.828605   Result Message: FAIL - could not decompress catalog archive

 

Cause

If you install SEPM in certain longer path than default path (e.g. D:\app\Program Files (x86)\Symantec\Symantec Endpoint Protection Manager). LiveUpdate content catalog file is  uncompressed under

D:\app\Program Files (x86)\Symantec\Symantec Endpoint Protection Manager\data\liveupdate\LiveUpdateDownloads\sepm$20virus$20r$20definitions$20sds$20win64$20$28x64$29$2014.2$20ru2$20$28lux$29_microdefsb.curdefs_symalllanguages_livetri.zip.extracted\liveupdt.tri

This path length (plus additional control data) exceeds Windows OS path length limitation that is 260 characters.

Environment

SEPM 14.3 RU1 / RU1MP1

Resolution

This issue is fixed in Symantec Endpoint Protection 14.3.4615.2000 (RU2). For information on how to obtain the latest build of Symantec Endpoint Protection, see Download the latest version of Symantec software.

 

To work around the issue, re-install SEPM in shorter path by Disaster recovery.

Additional Information

ESCRT-6116