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source generic network failure when trying to download updates from trend serverprotect server

Posted on 2004-10-28
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Last Modified: 2013-12-04
when trying to download updates from serverprotect server the following error occurs "source generic network failure" not sure what this means?
no problems with network card/connection

any help on this would be greatly appreciated
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Question by:dcreedon
    28 Comments
     
    LVL 9

    Expert Comment

    by:TannerMan
    Sounds like your proxy server is not being contacted properly.
    MAke sure in the SPNT console that you have proxy settings set to correct proxy server and port.
    Also, re-enter your username password for proxy access.
    Lastly, what pattern file are you currently at? Is it a 3 digit like "923" or is something like 2.220.00
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    Author Comment

    by:dcreedon
    proxy settings are correct the pattern version it is at is "822" still same problem
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    Expert Comment

    by:TannerMan
    There is your problem
    pattern files in 3 digit form are not longer permitted after 980. Your patten file is WAY OUT OF DATE, which you probably already know.
    You need to go here and apply the new pattern file update patch so your system will run.
    If your system is TOO old a version, it will require upgrading.
    http://www.trendmicro.com/en/support/npf/overview.htm
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    Author Comment

    by:dcreedon
    ok will try this thank you
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    Expert Comment

    by:TannerMan
    your welcome.
    Even though the cut off was pattern 980 and your below that,,,,,,I think 980 is no longer available, so your's just won't update beyond it's current pattern until you apply the patch for your paticular version.

    Good luck and let us know here if it works !!!!
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    Author Comment

    by:dcreedon
    still same problem completely removed serverprotect and reinstalled the newer version downloaded from trend link mentioned above
    any other suggestions?
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    Expert Comment

    by:TannerMan
    Man, I am sorry your not having any luck.
    Well,,,,,,it has to be a proxy issue.
    I assume you are behind a proxy, since you said proxy settings were correct.
    Hmmm,,,,,,
    From the server your SProtect is installed on can you surf the internet?
    Also, the new version uses a different web address than the old. Is your proxy server allowing full access or access based on sites? If it is restricted I can get you the url that is now used for the new clients so it can be added
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    Author Comment

    by:dcreedon
    i can surf the net it is looking at the following url to get updates http://serverprotect-p.activeupdate.trendmicro.com/activeupdate
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    Author Comment

    by:dcreedon
    the only sites i would restrict access to would be web email addresses
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    Expert Comment

    by:TannerMan
    The url is correct. Duh Huh,,,you reinstalled with the latest copy.
    This may sound strange, but try it.
    Download the latest pattern file 220 (not the 221 unofficial) manually at
    http://www.trendmicro.com/download/pattern.asp
    It is lpt220.zip
    Unzip it into the folder where your current LPT file is located.
    Stop and start your SProtect services to pickup the new pattern.
    Check and see if the pattern now shows as 220
    Then, try an update and you should get message that update is not needed instead of your other error.
    Most likely if this happens you'll be ok on the next update, but no guaranteee.
    Their tech support talk me through this on an office scan server one time.
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    Expert Comment

    by:TannerMan
    I meant....Duh Huh on my part not yours.....just wasn't thinking and caused you extra work.
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    Author Comment

    by:dcreedon
    no probs thanks for your help ill be back.......
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    Author Comment

    by:dcreedon
    did not pickup the 220 pattern file i even deleted the folder where the 822 pattern file was residing from the directory restarted services but it is still showing the 822 pattern file ???
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    Expert Comment

    by:TannerMan
    Hmm
    and your sure your on the latest version that includes the new pattern file format??

    Move the 822 out and try it again. Put is somewhere safe, just in case.

    Deleted the folder? That 220 pattern file should have been in a folder and name like this
    ..../trend/sprotect/Lpt$vpn.822

    That folder is your main program folder.
    It has not been deleted,,,,,right??
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    Author Comment

    by:dcreedon
    220 pattern file is in following C:\Program Files\Trend\SProtect\SpntShare\Pattern

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    Author Comment

    by:dcreedon
    the only place 822 pattern file is now is in the recycle bin
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    Author Comment

    by:dcreedon
    no still same problem i have downloaded the 5.58 update from trendmicro.com under NPF
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    Author Comment

    by:dcreedon
    no still same problem i have downloaded the 5.58 update from trendmicro.com under NPF
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    Expert Comment

    by:TannerMan
    If I am not mistaken the \spntshare.....is where the pattern to be deployed is placed.
    Is there not any Lpt$vpn.??? files in the folder
    ..../trend/sprotect/
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    Author Comment

    by:dcreedon
    found it! my mistake will try again to see if it will pickup 220 pattern file
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    Author Comment

    by:dcreedon
    nope! moved 822 to c:\temp
    extracted 220 to c:\progam files\trend\sprotect restarted services still showing 822 in management console
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    LVL 9

    Expert Comment

    by:TannerMan
    Is there a chance your missing a service? I doubt it, but just maybe?
    May be restart the server. I know that is often over used and not good for users trying to acess, but I am at a loss here. Any of Trend's products can have the pattern file updated manually this way.
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    Author Comment

    by:dcreedon
    have already re started the server many times and have reinstalled sprotect

    thank you for your help so far though
    0
     
    LVL 9

    Expert Comment

    by:TannerMan
    Well, I just hate we haven't gotten there yet.
    You can always call their support and wait it out. They might have a quick fix.
    0
     
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    Accepted Solution

    by:
    This is the only support link they have pointing to this error in 5.58 sprotect
    http://kb.trendmicro.com/solutions/search/main/search/solutionDetail.asp?solutionID=19996

    It is implying that you need to look at the proxy settings the server is using in Ineternet Explorer and duplicate that in the console's proxy settings....which you say are already ok

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    Author Comment

    by:dcreedon
    i will refer to the article and see how i go thanks for your help
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    Expert Comment

    by:talkinggoat
    this is either a firewall or a proxy issue.

    what type of proxy/firewall are you using?

    make sure that you have duplicated the settings from internet explorer's connection settings EXACTLY as you see them.
    for example:

    address 192.168.1.1  proxy 8080

    your server will probably require authentication, so use a domain admin's username and password.
    let us know what happens.
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    Author Comment

    by:dcreedon
    Thanks for the info all is ok now my sys admin who was using this user name has left and it is working fine. close this thread please.
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