This article applies to:

• R3000,  WFR, WF

Question:

Library failing to update

Reply

• If you are installing a new filter, you will need to activate your hardware.  The activation code is normally sent via email to the main account contact.  Please notify us if you did not receive your activation code. Below is the link to register the unit.



• Register here https://support.trustwave.com/activate-appliance.asp

      Quick FIX

• If the unit is registered try this quick fix, below
• Go to Library>updates>configurations and set to log level 2 and apply.
• Next go to  system>network>lan settings. click on apply in lan settings without a reboot, and try a manual download. if exception errors are gone and username matches your hostname without any dots? it's fixed! A full URL takes about 2 hrs.

      Other reasons for library failures:

• Have you changed the hostname recently?  The hostname specified in your filters LAN Settings must match the hostname you registered when you activated your subscription. call support to make the new adjustment

• Please verify that your firewall is allowing the filter to establish a https connection (on TCP port 443 or 1443), to our servers: patch.8e6.net and secureupdate.8e6.com (do an ‘nslookup’ to get all the IP addresses associated with these hosts (if) you manage your firewall in that manner).


• If the Library Update Log says “Cannot start another Traveler,” then that means its running fine wait for it to complete.


• An expired subscription would also prevent your system from downloading updates.  Please contact support@trustwave.com  This email address is being protected from spam bots, you need Javascript enabled to view it This email address is being protected from spam bots, you need Javascript enabled to view it if you need further assistance.


• We will need your serial number or hostname as a last resort to verify it has not been disabled or fix a new hostname.


• Please verify your primary dns server in the filter settings can do forward and reverse lookups. Otherwise add a PTR record with the managing interface internal IP address.

This article was previously published as:

8e6 KB 276589