Error: "LU1835: Connection to the LiveUpdate server failed" (Enterprise)
Question/Issue:
When you run LiveUpdate, you see the following error message:
LU1835: Connection to the LiveUpdate server failed. The LiveUpdate server failed to respond in a reasonable amount of time. This could happen because you could not connect to the server, the server is now unavailable, or you became disconnected from the server. Try running LiveUpdate again.
Solution:
Before you begin: This document is intended for use with Symantec Enterprise products. If you use a Norton product for home or home office, read
Error: "LU1835: Connection to the LiveUpdate server failed".
This problem has more than one cause, so more than one solution is provided. To fix the problem, try each of the following solutions in the order that they appear.
Time-out
This problem can happen when a proxy or firewall holds the content that LiveUpdate requested for longer than LiveUpdate's default time-out value. Because some networks scan files at the perimeter, Symantec added a configurable time-out value to LiveUpdate version 2.5. To learn how to configure the time-out value of LiveUpdate 2.5, read the following document:
How to configure the time-out value for HTTP downloads in LiveUpdate version 2.5 and later.
Rights and permissions
This error message appears if LiveUpdate does not have the correct rights and permissions to pass through the firewall. On Windows 2003/XP/2000/NT, LiveUpdate requires administrator-level rights.
Presence of a legacy file
The presence of the legacy file S32LUHL1.DLL can cause this problem. Look for the S32LUHL1.DLLfile in the following folders and then rename the file, if found:
- Program Files\Symantec\LiveUpdate
- Program Files\SAV
Firewall settings
LiveUpdate needs access to the following TCP ports:
- Port 21 (FTP)
- Port 80 (HTTP)
- Port 443 (HTTPS)
Damaged files
This problem can happen when the files that LiveUpdate uses become damaged. Delete the contents of the Downloads folder, and then run LiveUpdate again.
To delete the contents of the Downloads folder
- Start Windows Explorer.
- Confirm that Windows is set to show all files.
For directions, read How to make Windows show all files.
- Do one of the following, depending on your version of Windows:
- Windows 2003/XP/2000: Go to the Documents and Settings\All Users\Application Data\Symantec\LiveUpdate folder.
- Windows Me/98: Go to the Windows\All Users\Application Data\Symantec\LiveUpdate folder.
If Windows 98 was updated from Windows 95, the location is C:\Windows\Application Data\Symantec\LiveUpdate.
- Windows NT: Go to the Winnt\Profiles\All Users\Application Data\Symantec\LiveUpdate folder.
- Open the Downloads folder.
- Delete the contents of the Downloads folder.
In most cases, Autoupdt.trg and Livetri.zip files are present. Do not delete the Downloads folder itself.
- Exit Windows Explorer.
Document ID: 2006042008195848
Last Modified: 11/19/2008
Date Created: 04/20/2006
Product(s): Endpoint Protection 11, LiveUpdate 3.1, Symantec AntiVirus 10.1, Symantec AntiVirus 10.2
Release(s): LiveUpdate 2.7 [All releases], LiveUpdate 3.0 [All releases]
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