LiveUpdate sessions on a Symantec Endpoint Protection Manager (SEPM), Symantec Endpoint Protection client, or other Enterprise product fail. Error 1835 appears in the logs.
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.
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.
Proxy Settings If the LiveUpdate client is required to connect to the Public LiveUpdate servers through a proxy server, ensure that the proxy connection information is properly configured for LiveUpdate via the LiveUpdate control panel, or the LiveUpdate policy for products calling LiveUpdate.
Rights and permissions This error message appears if LiveUpdate does not have the correct rights and permissions to pass through the firewall. On Windows, 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 (x86)\Symantec\LiveUpdate
Program Files (x86)\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.
Go to one of the following folders, depending on your version of Windows:
Windows 2003/XP/2000: Documents and Settings\All Users\Application Data\Symantec\LiveUpdate folder.
Windows Me/98: Windows\All Users\Application Data\Symantec\LiveUpdate folder.
If Windows 98 if updated from Windows 95: C:\Windows\Application Data\Symantec\LiveUpdate.
Windows NT: Go to the Winnt\Profiles\All Users\Application Data\Symantec\LiveUpdate folder.
Windows 7: Go to the All Users\Symantec\Liveupdate folder.
Windows 2008: Go to the ProgramData\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.
A proxy server is present in the envionment.
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.
Imported Document ID: TECH101807
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