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Macintosh LiveUpdate error: "LiveUpdate is automatically updating your Symantec Products. Wait until this process completes before using LiveUpdate again."

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Article ID: 152755

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Updated On:

Products

Endpoint Protection

Issue/Introduction

After logging into a Macintosh client machine with a Symantec Endpoint Protection for Macintosh (SEP for Mac) managed client installed, LiveUpdate fails to run with an error message indicating LiveUpdate is already running.

"LiveUpdate is automatically updating your Symantec Products. Wait until this process completes before using LiveUpdate again."

In the LiveUpdate log (/Library/Application Support/Symantec/LiveUpdate/liveupdt.log):

 
Many instances of the following message may or may not appear:

Aug 7, 2010 2:28:52 AM Listening thread failed to accept connections.


Many instances of the following message may appear with different port numbers:

Aug 7, 2010 2:26:58 AM Checking to see if a session of JLU is running at port 65529.
Aug 7, 2010 2:26:58 AM An active JLU session has been detected.

 
Concluding with:

Aug 7, 2010 2:26:58 AM
Aug 7, 2010 2:26:58 AM The Java LiveUpdate session did not complete successfully.
Aug 7, 2010 2:26:58 AM Return code = -1

Cause

An "Update Content" command was sent to the SEP for Mac client while the Macintosh computer was either logged off or powered down.

With OS X 10.5 (Leopard), a new security feature was introduced into the operating system that prevented any application capable of generating a window from launching.  Since "Update Content" triggers LiveUpdate to launch on the target SEP client/s, and Java LiveUpdate (JLU) fits into this category of application, LiveUpdate cannot launch unless someone is logged in.

To verify this issue, open the Console application, look for a message in All Messages similar to the following after a user has been logged back in:

9/13/10 9:57:56 AM LiveUpdate[1014] 3891612: (connectAndCheck) Untrusted apps are not allowed to connect to or launch Window Server before login.
9/13/10 9:57:56 AM LiveUpdate[1014] kCGErrorFailure: Set a breakpoint @ CGErrorBreakpoint() to catch errors as they are logged.
9/13/10 9:57:56 AM /Library/Application Support/Norton Solutions Support/LiveUpdate/LiveUpdate.app/Contents/MacOS/LiveUpdate[1014] _RegisterApplication(), FAILED TO establish the default connection to the WindowServer, _CGSDefaultConnection() is NULL.

Resolution

This issue has been resolved in Symantec Endpoint Protection 12.1 RU4, which no longer relies on Java for LiveUpdate. Please upgrade the affected machine(s) to take advantage of the fix.

If it is necessary to work around the issue until the client can be upgraded, or if the operating system is earlier than Mac OS X 10.7, the following steps may be used to correct the issue on a case-by-case basis:

  1. Open the Activity Monitor application. Sort by Process Name and ensure All Processes are selected.
  2. Look for process LiveUpdate owned by root. (See screenshot below.)
  3. Quit that process and attempt to launch LiveUpdate again.


 


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