F-Secure Client Security is not receiving updates from Policy Manager via proxy (PMP or http) or direct connection

Issue:

Via proxy or direct connection, F-Secure Client Security is not receiving updates from Policy Manager. The following errors are visible in C:\ProgramData\F-Secure\Log\AUA\AUA.log:

[ 8068]Thu Aug 30 11:15:32 2018(3):  Connecting to http://<Policy Manager IP address>/guts2/ via http proxy <Proxy IP address>
[ 3488]Thu Aug 30 11:15:32 2018(3):  Update check failed. There was an error connecting http://<Policy Manager IP address>/guts2/ via http proxy Proxy IP address (Server error)
[12232]Thu Aug 30 11:15:32 2018(3):  Connecting to http://Policy Manager IP address/guts2/ (no http proxy)
[ 3488]Thu Aug 30 11:15:32 2018(2):  Update check failed. There was an error connecting http://<Policy Manager IP address>/guts2. (Unspecified error)
[10736]Thu Aug 30 11:17:41 2018(3):  Connecting to http://Policy Manager IP address/ via http proxy Proxy IP address
[ 3488]Thu Aug 30 11:17:41 2018(3):  Update check failed. There was an error connecting http://Policy Manager IP address/guts2/ via http proxy Proxy IP address (Server error)

Resolution:

Test the connectivity from the host to Policy Manager Server by using the HTTP and HTTPS protocol:

  1. Open any web browser on the host that has F-Secure Client Security installed.
  2. Enter the IP address of the Policy Manager and press Enter.
  3. Repeat the test, only this time by using the HTTPS protocol (for example https://192.168.0.10:443/).

If the HTTP (automatic updates) and HTTPS (management agent) connections are working, the web page should display the following information:

User-added image
If the connection fails, troubleshoot the network connectivity between the host and Policy Manager at your end. Verify whether the host and the server have permission to connect to each and other (for example corporate firewall, proxy).

If the intermediate proxy is a PMP instance and the clients are unable to download updates via it, ensure that PMP can connect to the internet directly as the default configuration for the proxy is forward mode. In this mode, updates are downloaded via PMP but from the internet and not from Policy Manager Server. This configuration is controlled by changing the proxy mode to either reverse or forward. 

Reverse vs. forward modes define whether the virus definitions and software updates are retrieved directly from the internet or from the configured upstream Policy Manager Server or other proxy. Forward proxy is used to minimize traffic between networks, for example between a branch office and HQ. Reverse proxy is used for example in environments where the proxy has no direct connection to the internet, or to minimize the load on the master server (or other forward proxy). By default the proxy is installed in forward mode. Set "-DreverseProxy=true" additional Java argument to switch it to the 'reverse' mode.

You can verify whether PMP can download updates by checking the c:\program files (x86)\Management Server 5\logs\fspms-download-updates.log file. The following message is an example of downloading updates failing:

26.03.2019 14:47:44,034 ERROR [c.f.f.s.g.d.DownloadUpdatesService] - Error while checking latest updates
org.apache.http.conn.ConnectTimeoutException: Connect to guts2.sp.f-secure.com:80 [guts2.sp.f-secure.com/2.21.76.146, guts2.sp.f-secure.com/2.21.76.152] failed: connect timed out.

Article no: 000006708

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Version history
Revision #:
23 of 23
Last update:
yesterday
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