Error: "Cannot connect to the upgrade server. Please check the hostname and path, and verify internet connectivity to Symantec upgrade server."

Products

• Security Analytics

Issue/Introduction

If you go to Settings > Upgrade and click one of the entries to check for new versions, you may get this message in red text:  

Cannot connect to the upgrade server. Please check the hostname and path, and verify internet connectivity to Symantec upgrade server.

 

Cause

The Security Analytics sensor is unable to contact or authenticate to update.soleranetworks.com or license.soleranetworks.com

Resolution

• Check to see if you can ping either update.soleranetworks.com or license.soleranetworks.com from the CLI console.
• Make sure you have a valid Security Analytics license.
• Confirm that your firewall policy allows traffic to and from update.soleranetworks.com and license.soleranetworks.com over port 443.
• Delete all upgrade servers from the upgrade list and then reapply your .BCL license file, which will automatically add an entry to the upgrade server list.

If your Security Analytics appliance cannot reach the internet for security reasons, you can either pull the upgrade from a Central Manager repository or you can manually copy the ISO or TAR file to the sensor and perform the upgrade via command line.   

Additional Information