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Anti-Malware updates fail (user canceled)

Question asked by Willem Goethals on Jan 16, 2018
Latest reply on Jan 22, 2018 by Oren Shalgi

Hello,

 

We've deployed Endpoint Manager as a VM but the customer has a good number (50+) of clients that are seldom if ever in the office. There are several SKs that allow Endpoint servers to allow remote connections over an external IP:

 

https://supportcenter.checkpoint.com/supportcenter/portal?eventSubmit_doGoviewsolutiondetails=&solutionid=sk118133

https://supportcenter.checkpoint.com/supportcenter/portal?eventSubmit_doGoviewsolutiondetails=&solutionid=sk112099&partition=General&product=Endpoint

I've implemented this succesfully, clients on the internet get their policies without much trouble, except the Anti-Malware database update, which immediately fails (regardless of the timeout settings) with a result of:

 

Result - Finished

action_details - User canceled

 

Do people have experience in debugging this? Licenses are ordered but not available yet so I'm stuck with trial licenses to troubleshoot this.

 

For the record: internal updates work correctly. All HTTP and HTTPS traffic is allowed through the firewall to the endpoint management server.

 

Yours,

 

Willem

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