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LiveUpdate Administrator: 'Package is not trusted and GRD is not the same as GRD from file' while downloading content


Article ID: 214980


Updated On:


Endpoint Protection


There are intermittent download failures observed in LiveUpdate Administrator (LUA) with the following errors:

2021-05-06 04:12:51,655 [pool-4-thread-1] ERROR download.ValidateDownloadHelper [] - 2 Package is not trusted, its calculated GRD is not the same as GRD from fileC:\TempDownload\Downloads\1620244800196\6\1620234544jtun_navmac12en210422008.osi
2021-05-06 04:12:51,655 [pool-4-thread-1] ERROR download.ValidateDownloadHelper [] - Following error code is received in verifying the package: 235
2021-05-06 04:12:51,655 [pool-4-thread-1] ERROR download.ValidateDownloadHelper [] - File size: 8476723
2021-05-06 04:12:51,657 [pool-4-thread-1] INFO  threadpool.LUAThreadPool [] - Execute: LUA THREAD POOL SIZE: 2 total task count: 907 Active task count: 2
2021-05-06 04:12:51,657 [pool-4-thread-1] INFO  download.LuaSegmentedThreadPool [] - Execute: LUA SEGMENTED THREAD POOL SIZE: 1 total task count: 907 Active task count: 2
2021-05-06 04:12:51,660 [pool-3-thread-5] ERROR handler.RequestHandler [] - Found failed status for file thread: thread result: CORRUPT payload state: CREATED
2021-05-06 04:12:51,660 [pool-3-thread-5] ERROR handler.RequestHandler [] - java.lang.Exception: Download of update not completed


This error can occur when there is an issue with content publishing.  In some cases when the older files are not yet purged, LUA still validates them and fails which causes the entire download job to fail.


To resolve this issue:

  1. Navigate to C:\Program Files (x86)\Symantec\LiveUpdate Administrator\tomcat\webapps\lua\WEB-INF\classes

  2. Edit the file and set the following value: 

  3. Restart the LUA tomcat service once you're finished. 

Run your download and distribution jobs to ensure that they complete.  Once they complete without failure, reverse this change and set, then restart LUA services again. 

Additional Information