Access to LUA shows "refused to connect" after enabling the "Convert to HTTPS" option

Products

• Endpoint Protection

Issue/Introduction

LiveUpdate Administrator (LUA) version 2.3.14 access is refused after enabling the "Convert to HTTPS" option from a working, 2.3.14 version of the LUA. Once the option is selected and the prompt to close the browser is completed, attempts to access the LUA show a "refused to connect" error.

The same error may happen with LUA versions prior to 2.3.14 that were already using the HTTPS option, and then upgraded to LUA version 2.3.14.

Environment

LiveUpdate Administrator (LUA) version 2.3.14

Cause

LUA Tomcat service fails to initialize its HTTPS connector on port 7073

Resolution

A workaround for version 2.3.14 of the LUA experiencing this issue, is provided by downloading the attached, "httpsServiceStartIssueFix.zip" file in this document, and following these instructions:

1.   Download the “httpsServiceStartIssueFix.zip” file attached to this document and copy it into the <LUA_INSTALL_FOLDER> (default install folder is C:\Program Files (x86)\Symantec\LiveUpdate Administrator)

2.   Unzip the “httpsServiceStartIssueFix.zip” file into the <LUA_INSTALL_FOLDER>.

3.   After unzipping the file, verify there is now a directory named, httpsServiceStartIssueFix, located under the <LUA_INSTALL_FOLDER> (as shown in this screenshot):
 

4.   The "httpsServiceStartIssueFix" directory contains a bat file named, “cmdFix.bat”, and a folder named “com”. The “com” directory includes a class file as the sub child.

5.   Navigate to <LUA_INSTALL_FOLDER>\tomcat directory, and make a backup of the “conf” directory. Save the backup of the “conf” directory into another location on the device.

6.   Close any open browsers that are opened and showing the LUA error message.

7.   Navigate to the <LUA_INSTALL_FOLDER>\httpsServiceStartIssueFix directory, right click on the “cmdFix.bat” then select, “Run as administrator”.

8.   The batch file stops and restarts the “LUA Apache Tomcat” service. The batch file cmd window will close once the service is restarted. Verify the “LUA Apache Tomcat” service shows a status of “Running” 

9.   If the “LUA Apache Tomcat” service was not stopped and restarted when running the cmdFix.bat, you can restart the same service manually, although this shouldn’t be an issue.

10. Access the LUA as normal and verify the LUA web UI is working again as expected.

 

Additional Information

This document provides the workaround for version 2.3.14 of the LiveUpdate Administrator (LUA). If you are still unable to access the web UI of the LUA after applying the provided workaround, please open a support case for assistance.