Description:

This article describes what steps we need to follow in order to resolve the issue.


Symptoms:

While updating update manager we get this error "Unable to retrieve update"



- Click OK and Click on View Report



Cause:


This error comes due to corrupted file present in update folder.


-> Go to C drive -> Program files -> Seqrite -> Update manger -> Logs -> Updcore.log


Error String to Verify the issue :


Error string found in updcore.log with the name of “PopulateDatFileNamesEx failed”.


To Access Updcore.log kindly follow the below path

C:\Program Files (x86)\Seqrite\Endpoint Security 7.X\Updmgr\logs\Updcore.log


Resolution:


Solution 1:


- Rollback update manager update


  Open Update Manager by following below path :


  Click on Start Tab > All Programs > Seqrite End Point Security Console > Update Manager


  After opening Update manager wizard click on Rollback tab.

     


Solution 2:


- Clear all entries from 1700 Folder located in below path on SEPS console system and verify reported issue.


   Path: C:\Program Files (x86)\Seqrite\Endpoint Security 7.X\Updmgr\backup\1700


  Note: In case of any query or required assistance, you may raise ticket on below link so our Technical Support Team can   assist you to resolve your query.


  http://esupport.seqrite.com/support/tickets/new