F-Secure Client Security 14.10 is not installing updates "Update check failed, error=115 (operation in progress)"

Issue:

  • After updating to Server Security Premium 14.00, a group of Servers are not getting Virus Definitions
  • After upgrading to Client Security 14.10, Clients are not getting updates from Policy Manager Server

Resolution:

You can apply the hotfix FSCS1410-HF07 to resolve the problem.

If the problem persists, make you are experiencing the same problem, by opening the following logs from affected Client and investigate them. Logs are usually located in the following path: C:\ProgramData\F-Secure 

  • Open the C:\ProgramData\F-Secure\Log\AUA.log and scroll down to the latest event to see if you have a similar error:

2019-09-23 15:17:09.502 [0e50.1388] I: Connecting to updateserver:80/guts2 (proxy proxy.demo.com:8888)
2019-09-23 15:17:09.517 [0e50.1388] I: Update check failed, error=115 (operation in progress)
  • Open the C:\ProgramData\F-Secure\Log\CCF\Guts2Plugin.log  and scroll down to the latest event to see if you have a similar error:
2019-10-01 09:54:30.351 [1284.1258] I: Guts2Client::UpdateCurrentProxyForRootServer: Save successful proxy 'proxy.demo.com:8888'
2019-10-01 09:54:30.352 [1284.1258] I: Guts2Client::CheckForUpdatesFromServer: Check from server 'fsms:80/guts2'
2019-10-01 09:54:30.365 [1284.1258] I: Guts2Client::RefreshAvailablePackages: Trying with proxy 'proxy.demo.com:8888'
2019-10-01 09:54:30.581 [1284.1258] I: [fslib] server returned HTTP status code 503 (try again later)
2019-10-01 09:54:30.581 [1284.1258] *E: [fslib] unable to fetch update information from the server, error 115 (operation in progress)
2019-10-01 09:54:30.581 [1284.1258] I: Guts2Client::RefreshAvailablePackagesProxyConfigured: Failed to refresh available packages, error=115
2019-10-01 09:54:30.581 [1284.1258] *E: Guts2Client::CheckForUpdatesFromServer: Failed to refresh available updates list
2019-10-01 09:54:30.587 [1284.1258] I: CCFGuts2Plugin::ScheduleCheck: Scheduling next check in 156 seconds

As you can see, proxy.demo.com:8888' can answer 503 without forwarding a request to the Policy Manager Server/guts2 server.
In this case, you could troubleshoot the HTTP-Proxy by checking the following:

  1. Retry the URL from the address bar again by clicking the reload/refresh button, or pressing F5 or Ctrl+R.
  2. Restart your router and/or your device, especially if you're seeing the "Service Unavailable - DNS Failure" error.
  3. As an option, you could disable the HTTP proxy for AUA, to see if the connection issue is caused by AUA. You can do this from the Policy Manager Console:
3.1  Under the F-Secure Automatic Updates Agent > HTTP  Settings > Use HTTP Proxy and set it to No. Deploy the policy. 
User-added image
If the changes you made now worked, make sure to enable your HTTP-Proxy to updateserver:80 (:443)

Note: 
  • When upgrading from Client Security 13.xx series: GUTS2 updates were already available, so the behavior didn't change 
  • When upgrading from  Client Security 12.10-12.3x: Everything in the Client Security > Policy Manager communication was changed. If you are upgrading from 12.00 or older - also the protocol was changed from HTTP to HTTPS (but guts2 are still downloaded via HTTP).
In the event that a proxy is/must be used ensure that no filtering for port 443 is enabled.

Client Security 13.x already used GUTS2, where 503 was the "good answer", which means they would come back later, and that didn't cause fallback to the Internet.

 

Article no: 000015249

Pricing & Product Info

For product info and pricing please go to the F-Secure product page

Version history
Revision #:
70 of 70
Last update:
‎14-10-2019 03:34 AM
Updated by: