Mirror stops receiving updates - UPDATE_VER_IS_EMPTY

Error: "Update failed, code: 4, aditional code 0x2201, aditional description UPDATE_VER_IS_EMPTY"

This is a continuing problem. I had it previously and managed to fix it by recreating the mirror (I think). Now it is back. What is the problem?

 

[2009-11-22 09:13:17.333] V1 [4aeb14cc0000] [00000624] <UPDATER_ERROR> Update failed, code: 4, aditional code 0x2201, aditional description UPDATE_VER_IS_EMPTY
[2009-11-22 10:13:17.537] V1 [4aeb14cc0000] [00000624] <UPDATER_ERROR> Update failed, code: 4, aditional code 0x2201, aditional description UPDATE_VER_IS_EMPTY
[2009-11-22 11:13:20.838] V1 [4aeb14cc0000] [00000624] <UPDATER_ERROR> Update failed, code: 4, aditional code 0x2201, aditional description UPDATE_VER_IS_EMPTY


This is all I get...

 

really disappointed in the response from the forum help and to my support ticket. We payed for 3 years of license for 100+ computers and we are getting no help at all.

 

Hello tcstech,

Check out the Knowledgebase article below for information on clearing the update cache. This should fix the error you are receiving.

http://kb.eset.com/esetkb/index?page=content&id=SOLN2220

 

Wayne, I've performed these steps before but did it again and it did not resolve the problem. I still get the same error.

One thing of note is that there is no "C:\Documents and Settings\All Users\Application Data\ESET\ESET Remote Administrator\Server\Charon" folder.

 

In the event of a problem like this, please do the following:
1, back up all dat files from the ESET install folder on a client as well as the content of the "C:\Documents and Settings\All Users\Application Data\ESET\ESET Remote Administrator\Server\updfiles" folder
2, clear the update cache in the ERA server setup. This should eventually fix the UPDATE_VER_IS_EMPTY error as files in the updfiles folder are created from scratch so the update.ver file cannot be empty. I wonder if you could verify that manually by browsing to the aforementioned folder and viewing the content of update.ver.
3, when getting a different error, try updating via Windows shares instead of HTTP to see if it makes a difference

If possible, please zip the aforementioned files and let me know when done. I'll try to replicate the issue with the exact files you have.

 

Thanks for giving me a step in the right direction now Marcos...it looks like there may be an issue with our web content filter. Can you give me any further information on how the mirror communicates with the ESET servers to get its updates? Is there a web service call? Is it via http over port 80? I see that there are several servers from which it may get its files, but a filter rule that allows *.eset.com doesn't seem to work correctly. I've got a support ticket now open with the filter vendor, but any further info ESET can provide will be helpful.

Thank you.

 

any further informations?
Same problems here, and I think its also our firewall.

 

Hi.

I need to have an IP address range for the update servers so I can add an exception to our filter. Can you provide this information for me Marcos?

Thanks
Dave

 

Hello,

A list of ESET server hostnames can be found in ESET Knowledgebase Article #322, "What addresses and ports on my third-party firewall should I open to allow full functionality for my ESET security product?."

Regards,

Aryeh Goretsky

 

For my case I think I figured out a solution. My problem was with a content filter, not really a firewall so I excluded my update mirror server from content filtering rather than trying to exclude all the ESET update servers at the destination side. I think that this may do the trick for me. For others that are dealing with firewall issues, hopefully they can manage to add exceptions maybe just based on *.eset.com.

Thanks,
Dave