Skip to end of metadata
Go to start of metadata

This artice walks you through the common troubleshooting steps for the Software Update feature.
If this paper does not help solving the issue and you have not opened a support ticket yet, you can do so


  1. The Filewave server downloads the Software Update catalogs from the internet to the following paths:
    a. Mac/Linux: /fwxserver/Data Folder/100.FWD/ 
    b. Windows: C:\ProgramData\FileWave\FWServerData Folder100.FWD
    Note: The catalogs are downloaded from the Apple and Microsoft servers

    If there are less than six files in 100.FWD folder or the files sizes are not corect, then there is problem, see files list and sizes:
    -rw-rw-rw- 1 root staff 4 Mar 9 17:04 FW100C-D
    -rw-rw-rw- 1 root staff 30873018 Mar 9 17:04 FW100D
    -rw-rw-rw- 1 root staff 4 Mar 9 17:08 FW101C-D
    -rw-rw-rw- 1 root staff 3938881 Mar 9 17:08 FW101D
    -rw-rw-rw- 1 root staff 4 Mar 11 22:27 FW102C-D
    -rw-rw-rw- 1 root staff 6 Mar 11 22:27 FW102D

    Delete the contents of the folder "100.FWD" and restart the server:
    Mac/Linux: /sbin/fwcontrol server restart
    Windows: restart the FileWave Admin service from Services.

  2. The following error is expected in the server log if the apple offline catalog FW101D is not in the path stated in 1.
    "ERROR|SRV|Client: requested file: 101 (version 0) D not found"
  3. The following server error is similar to the one in 2. for the MS offline catalog FW100D
    ERROR|SRV|Client: requested file: 100 (version 0) D not found
  4. If there is a problem with downloading the catalogs, verify that the server is able to download the following URLs:
    Apple URL:
    Microsoft URL:


    Check your internet connectivity in the server machine. If your DNS is redirecting "" to a local SUS, then see 3.
  5. If you have a local Software Update Server (SUS) in your network where your clients are being redirected to get updates from, test the redirection
    by pasting the Apple URL into your web-browser. You can also test the download with:
    curl -L -o catalog.txt
    (catalog.txt must contain an XML document)

    If in your network, you are doing a router level DNS redirection and running FileWave server 5.6.0 or older, the catalog download will fail. The fix is to upgrade FileWave server to a version after 5.6.0

  6. The server should log all issues encountered in the server log file (Mac:"/var/log/fwxserver" Win:"ProgramDataFileWaveFWServer")
  7. From your Client machines, if your Mac OS X is not able to show updates when you run Software updates from the Apple menu. Then, try deleting 
    the follwing plist file and run Software Update to check for new Updates:
    sudo rm /Library/Preferences/
  8. At verification, the Filewave Client downloads the updates catalogs and caches if there is any change in the server. the path is:
    "/var/FileWave/SoftwareUpdate/" and should contain two files (index-lion-snowleopard-leopard.merged-1.sucatalog and archive.lzma) and other folders
    From FileWave Admin, if the software update dialog - with "requested Updates Only..." checked - does not show that a client is requesting an update.
    Then, click verify on the Client Monitor, then close and re-open the Software Update dialog. If the problem persists, try deleting the folder "/var/FileWave/SoftwareUpdate/" and restart the FileWave client with "sudo fwcontrol client restart".
  9. If you have XP clients and the client log has this error: FATAL|MSSoftwareUpdate::fileWaveUpdateServiceId: failed to create the update service manager
    Then you need to install KB898461 patch
  10. If you are running FIleWave server 5.6.0 on Windows and Mac Clients, then there is a known issue with the Clients not being able to request updates from the FileWave server. The fix is to upgrade FileWave server to a version after 5.6.0