Separate the reported clients into respective categories based on criteria given below. Follow the respective troubleshooting steps for each category of clients reported in SEP lagging definitions.
Categories:
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- SEP application issues: Clients having issues with SEP application itself like folders/services missing. Thus they would fail to get the latest definitions
- Not checked-into SEP server: Clients have latest definitions dated to when they last connected to SEP servers. This means these clients have issues with connecting to SEPM servers itself
- SEP lagging definitions: Clients which have SEP working fine, connecting to SEPM server, but still failing to get the latest definitions
Troubleshooting steps:
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(SEP lagging definitions): These are the clients which essentially connect to the server fine but fails to get updates
- Run client -> right click -> ‘Run Commands on Clients’ -> ‘Update Content’ from SEPM console. And verify if client gets updated
- Run ‘Update Policy’ from client systray icon and wait it to finish. And verify if client gets updated
- Telnet to the client and run LiveUpdate through ["C:Program FilesSymantecLiveUpdateLuall.exe" -s] command and check logs
- Download and run intelligent updater from http://service1.symantec.com/SUPPORT/ent-security.nsf/docid/2007100816530248 and see if that updates definitions to latest
- Check eventvwr and "\machineC$Progra~1SymantecSymant~1syslog.log" logs for any errors and work with Symantec on resolving the errors reported
- Run Rx4DefsSEP Utility or
- Manually clear out of date defs as described here
(SEP application issues): These are the clients that essentially fails to have either Symantec installation folder in %ProgramFiles% or Symantec services
- Please check for any SEP installation/configuration errors/events in eventvwr
- Seek help from repackaging experts (Chetan may readily help as he prepared the SEP package) and nail down the issue
- If the issue is specific to SEP installation, contact Symantec support to get it resolved
(Not checked-into SEP server)
- Check the recent log "\machineC$Progra~1SymantecSymant~1syslog.log" to know what trouble client having to connect to server
- Try restarting SEP service and dropping latest SyLink.xml files
- If there are any specific errors, contact Symantec support for further assistance
