Endpoint Protection

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  • 1.  Issue with SEPM pushing out upgrade

    Posted Jan 25, 2018 08:52 AM

    I am trying to push out an upgrade from my SEPM to its clients. I am going from 12.1.6168.6000 to 12.1.72666800. I am getting the error  "Client has failed to apply upgrade package due to integrity errors." It is doing this for all my clients. I enabled sylink.log on one client and saw this information: 

    "Unable to query return content length for SendRequest, 122"

    and

    "CMC FAILED to act on the package.. Full version: 1 Filename: <Folder Path> Error Code:21"

    I can export the package and install it on the systems manually without any issue. I also found the autoinstall located at <Program Files (x86)\Symantec\Symantec Endpoint Protection\12.1.6168.6000.105\smclu\setup>. I can manually run the installation from there as well.

    Any suggestions?



  • 2.  RE: Issue with SEPM pushing out upgrade

    Posted Jan 25, 2018 09:50 AM

    can you post the slink log please? can you use psexec and see if you can install from SYSTEM account ?



  • 3.  RE: Issue with SEPM pushing out upgrade

    Broadcom Employee
    Posted Jan 25, 2018 03:42 PM

    You will want to look at your SEPM logs and not Sylink logs when troubleshooting push install issues.

    Please enable Finest logging on your SEPM and then reproduce the issue.  You can look at your SEPM/Tomcat/logs directory for scm-server-0.log for a hint to what is going on.

    To enabled Finest debugging on SEPM:

    https://support.symantec.com/en_US/article.TECH230072.html



  • 4.  RE: Issue with SEPM pushing out upgrade

    Posted Jan 26, 2018 10:44 AM

    I checked scm-server-0.log, I didn't see anything in it pertaining to the new client push? Again, it looks like the package makes it to the client but then it gives me integrity errors. I am working on getting the sylink log uploaded but it will take some time. Do either of the errors from the sylink log shed any light on the issue?



  • 5.  RE: Issue with SEPM pushing out upgrade

    Posted Jan 26, 2018 01:07 PM

    Also, when I upgraded the client on the computer with the manager it installed fine. None of the other clients will upgrade however. 



  • 6.  RE: Issue with SEPM pushing out upgrade

    Broadcom Employee
    Posted Jan 26, 2018 03:20 PM

    How are you attempting to deploy the package?  Are you pushing it out via the Client Remote Push in the SEPM?  Can you provide me with the SCM-server.log? 

    Generrally the errors you have mentioned are due to permission issues where the setup.exe file is being hosted.



  • 7.  RE: Issue with SEPM pushing out upgrade

    Broadcom Employee
    Posted Jan 26, 2018 05:29 PM

    I figured I would chime in with a few additional things on this one:

    - Agreed about what John mentioned above (that these specific errors usually involve the file location and permissions), and there is an article about this as well: http://www.symantec.com/docs/TECH122776

    Although that doc was written for 12.1 RU5, the same scenario could apply with any build. 

    - Assuming you are using Autoupgrade (i.e. assigning packages to client groups per: http://www.symantec.com/docs/HOWTO80780), are you hosting the file on a URL somewhere other than the SEPM (as mentioned in TECH122776 above)?  If so, would it be possible to try instead letting the clients receive the package directly from the SEPM?

    - If you're using remote push (CDW - per this doc: http://www.symantec.com/docs/TECH164327), then please also ensure your clients are prepped in advance per this document: http://www.symantec.com/docs/HOWTO80805

    I don't think sylink log alone would be enough to troubleshoot this.  The scm-server logs (and potentially even a Procmon from a client) would help.  Please let us know any further info.  This may also be a good situation to open a case with Support for.  Thank you.