SEPM is missing entries from the contentinfo.txt file and is not downloading definitions when LiveUpdate runs

Products

• Protection Suite Enterprise Edition

Issue/Introduction

After upgrade to 14.3 RU3, expected entries are missing from the contentinfo.txt file and is not downloading or updating definitions from Broadcom website.  LiveUpdate seems to hang when trying a manual download and no dialog box to show the progress of LiveUpdate is displayed and over time it appears to times out. Replication may also fail if you are replicating content.  Also updating manually with the use of JDB file fails.

Environment

Release : 14.3 RU3

• Error in Sesmlu.log:

  
  [TIMESTAMP] [b314:eddc] WARNING SesmLu SesmLuObjects WARNING: DownloadedContent  {58D7061D-0AD3-2299-6117-8E2417A146F8} not found in content catalog, reading LUDCA.xml further

  [TIMESTAMP] [b314:eddc] NONE SesmLu SesmLuObjects DownloadedContent attribute read error: ServerProduct, 304, Msg: Invalid pointer, hr: 80004003

 

• SEPM system logs
  
  [TIMESTAMP] Symantec Endpoint Protection Manager Warning SEPM [HOSTNAME] 7201 Content download to the server failed.
  [TIMESTAMP] Symantec Endpoint Protection Manager Information SEPM [HOSTNAME] 7211 LiveUpdate session completed. Total time elapsed: 4 seconds.

 

• Windows event viewer
  
  [TIMESTAMP] Application Error Application Error 1000 "Faulting application name: sesmcontinst.exe, version: 14.3.5413.3000, time stamp: 0x613bceaa
  Faulting module name: ucrtbase.dll, version: 10.0.17763.1490, time stamp: 0x51d4b57a
  Exception code: 0xc0000409
  Fault offset: 0x000a3fa2
  Faulting process id: 0x10ed0
  Faulting application start time: 0x01d7bae9e0a1f858
  Faulting application path: C:\Program Files (x86)\Symantec\Symantec Endpoint Protection Manager\bin\sesmcontinst.exe
  Faulting module path: C:\Windows\System32\ucrtbase.dll
  Report Id: [REPORT_ID]
  Faulting package full name:
  Faulting package-relative application ID:"
  
  [TIMESTAMP] Application Information Windows Error Reporting 1001 "Fault bucket , type 0
  Event Name: BEX
  Response: Not available
  Cab Id: 0
  Problem signature:
  P1: sesmcontinst.exe
  P2: 14.3.5413.3000
  P3: 613bceaa
  P4: ucrtbase.DLL
  
  

Cause

Corruption of the LiveUpdate content catalog and the LIveUpdate configuration on the SEPM.

Resolution

Please create a case with Symantec technical support to have this investigated and to request possible fix with the "cleanLuConfigTool" and the "ResetLuContentCatalog" tools.

Additional Information

ESCRT-8313
ESCRT-8394