"Generic failure on source network" appears when updating the license in InterScan Web Security Virtual Appliance (IWSVA) 6.5

Summary

You get the following error when attempting to update the IWSVA license under Administration > Product License:

Generic failure on source network

Details

In this scenario, the most common cause is network connection problem. To resolve the issue, do any of the following:

SSH to IWSVA and telnet over port 80 and 443 to the following addresses:
- licenseupdate.trendmicro.com
- olr.trendmicro.com
Ensure DNS resolution is working throughout your environment.
If you are using an upstream proxy, make sure that the Connection Settings are correct in IWSVA. To check, go to Updates > Connection Settings.
If you receive the the error only once or twice a day, refer to the KB article: Receiving “Generic failure on source network” notification from InterScan Web Security Virtual Appliance (IWSVA).

If the above solutions did not resolve the issue, reproduce the error while the debug System Information file and packet capture are enabled, refer to the KB article: Collecting debug logs in InterScan Web Security Virtual Appliance (IWSVA) and send them to Trend Micro Technical Support.

Rating:

Category:

Troubleshoot

Solution Id:

1117492

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