LiveUpdate Administrator 2.x (LUA 2.x) contains a built-in function to collect troubleshooting information that can help Symantec Technical Support diagnose problems. Supplemental diagnostic logs will provide a complete picture. This article contains information on how to collect these.
To gather troubleshooting diagnostic information from LUA 2.3.1 and later:
Open Internet Explorer on your LiveUpdate Administrator 2.x (LUA 2.x) server
Login to LUA 2.x using valid account credentials.
Click on the Troubleshoot link in the upper-right corner of the LUA interface, then follow the on-screen instructions.
Additional Materials to Gather
It is also always desirable to have the output of a broader diagnostic tool like SymDiag diagnostic tool from the LUA server.
If the source of the update issue lies on the clients updating from LUA, gathering diagnostic data from one or more clients may be necessary (for example, SymDiag diagnostics or log.lue files from affected clients).
Depending on the issue encountered, Symantec Technical Support will also often request specific individual files (directory listings, configuration files, etc).
Imported Document ID: TECH92654
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