Liveupdate Administrator is not updating the Product catalog

Products

Endpoint Protection

Issue/Introduction

Product Catalog is not updating on a fresh install of Liveupdate Administrator (LUA).

On clicking the link "Update Symantec Product Catalog", the process gets completed with message "There are no updates available to the Symantec Product Catalog". However, when you look for the product, it is not there in the list.

Below error is found in lua-application.log :

2023-05-17 06:58:22,496 [http-nio-7070-exec-16] ERROR rcl.HttpHelper [] - Http Error Msg : HTTP/1.1 404 Not Found
2023-05-17 06:58:22,497 [http-nio-7070-exec-16] ERROR rcl.HttpHelper [] - Fatal transport error in download: java.io.FileNotFoundException: 404: could not find file to download - http://liveupdate.symantecliveupdate.com:80/1629304336jtun_symantecproductcatalog5581733497900358624.zip on: ConnectionInfo ( com.symantec.lua.mdl.server.ConnectionInfo@763d775 id = 1 hostName = liveupdate.symantecliveupdate.com hostPort = 80 protocol = HTTP contentDir = login = readOnlyLogin = null proxyName = xxx.xx.xx.xx proxyPort = 8080 proxyProtocol = HTTP proxyUser = usingWriteOnlyLogin = false proxyEnabled = true )

Environment

LUA configured with a Proxy server(with caching) to connect to internet.

Cause

1. When "Update Symantec Product Catalog" is initiated, LUA will download the lua$20product$20catalog_1.4_symalllanguages_livetri.zip file.

ex:

2023-05-17 06:58:21,926 [http-nio-7070-exec-16] INFO productcatalog.ProductCatalogManager [] - ************LUA_SPC_MINITRI_DOWNLOAD_START************
2023-05-17 06:58:21,927 [http-nio-7070-exec-16] INFO rcl.HttpHelper [] - about to download file (url): http://liveupdate.symantecliveupdate.com:80/lua$20product$20catalog_1.4_symalllanguages_livetri.zip
2023-05-17 06:58:21,963 [http-nio-7070-exec-16] INFO rcl.HttpHelper [] - After execute method code: 200 - method.contentLength: 3315 Headers: Content-Length: 3315 , Accept-Ranges: bytes
2023-05-17 06:58:21,964 [http-nio-7070-exec-16] INFO rcl.HttpHelper [] - Successfully downloaded file (url):

2. The llivetri.zip file will have the Product Catalog that is currently available in the LUA server. In this example the catalog file is "1629304336jtun_symantecproductcatalog5581733497900358624.zip"

ex:

2023-05-17 06:58:22,165 [http-nio-7070-exec-16] INFO util.ProductCatalogUtil [] - Name obtained from liveupdt.tri: 1629304336jtun_symantecproductcatalog5581733497900358624.zip

3. LUA will then try to download the catalog file

ex:

2023-05-17 06:58:22,165 [http-nio-7070-exec-16] INFO productcatalog.ProductCatalogManager [] - ************LUA_SPC_UPDATE_DOWNLOAD_START************
2023-05-17 06:58:22,165 [http-nio-7070-exec-16] INFO rcl.HttpHelper [] - about to download file (url): http://liveupdate.symantecliveupdate.com:80/1629304336jtun_symantecproductcatalog5581733497900358624.zip

4. In this occasion, the process to download the catalog has failed with error below:

2023-05-17 06:58:22,496 [http-nio-7070-exec-16] ERROR rcl.HttpHelper [] - Http Error Msg : HTTP/1.1 404 Not Found
2023-05-17 06:58:22,497 [http-nio-7070-exec-16] ERROR rcl.HttpHelper [] - Fatal transport error in download: java.io.FileNotFoundException: 404: could not find file to download - http://liveupdate.symantecliveupdate.com:80/1629304336jtun_symantecproductcatalog5581733497900358624.zip on: ConnectionInfo ( com.symantec.lua.mdl.server.ConnectionInfo@763d775 id = 1 hostName = liveupdate.symantecliveupdate.com hostPort = 80 protocol = HTTP contentDir = login = readOnlyLogin = null proxyName = xxx.xx.xx.xx proxyPort = 8080 proxyProtocol = HTTP proxyUser = usingWriteOnlyLogin = false proxyEnabled = true )
2023-05-17 06:58:22,497 [http-nio-7070-exec-16] INFO rcl.HttpHelper [] - Released connection for HTTP Get Method

Troubleshooting:

1. Using your test machine, you installed LUA but you can not re-create the issue.

2. You tried to manually download the file using your browser for URL >>http://liveupdate.symantecliveupdate.com:80/1629304336jtun_symantecproductcatalog5581733497900358624.zip, and you confirmed that it is also failing with "404 not found"

3. You reviewed the lua-application.log and noticed that your test machine is downloading a different filename. >>http://liveupdate.symantecliveupdate.com:80/<xxxxx_symantecproductcatalogxxxx.zip>

4. You tried to manually access the URL and proved that you can download the file successfully.

Possible cause of the issue:

-The customer's environment has got the file http://liveupdate.symantec.com:80/lua$20product$20catalog_1.4_symalllanguages_livetri.zip cached either on browser level or proxy level which must be an older version of livetri file. And after parsing it, it finds the older entry/value of the file <xxxxx_symantecproductcatalogxxxx.zip> file.

-Example of current (at the time of writing this KB) livetri file:

---------------------------------------------

[Item1905]
EntryID=1685708673-0
ItemSeqName=Updates
ItemSeqData=20230602
FileName=1685708673jtun_symantecproductcatalog7380756168909248383.zip
Size=928711
ActionItem=products.dis
TypeName=Updates
ItemName=Symantec Product Catalog for LUA
ItemDetails=LUA SPC update for 20230602
FullSize=20966005
Criticality=3
ProcessTime=1685708585
Priority=3

-----------------------------------------------------------

Resolution

1. Clear cache at all levels and ensure that the livetri.zip file is downloaded from public Liveupdate(LU).

or

2. Bypass the proxy server to allow to connect to public LU.