Real-time protection, scanning and definition files issues (v12.10.246.0, Win 10 pro, AdAware Free)

Claire

• January 04, 2023 05:39
• Edited

The real-time protection is greyed and doesn't allow me to turn on. It says my definition files are outdated and new definition files cannot be loaded as the Number of Signatures and Definitions release are both N/A. Quick Scan only take 1 second and Full Scan take 100k hours and stuck in the middle of scanning. AdAware and Avast have run in parallel with no problem for years. I tried uninstall and reinstall, and reset the program, it still didn't work for me. After reinstalling, I was able to turn on real-time protection and it required me to restart my laptop but real-time protection went back to being disabled and greyed out after restarted my laptop.

AdAware v12.10.246.0 Free version

Windows 10 Pro 64-bit

 

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  Yavuz Duru

  • January 04, 2023 08:35

  Hallo,

  das gleiche Problem habe ich auch seit Tagen.

  Ad Aware Pro

  Windows 10 Pro 64-bit

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  Johnny Martinsson

  • January 04, 2023 13:46

  I have the same problem. Please fix it. I have written to twice and nothing happens!!

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  Roxana Wynn

  • January 04, 2023 14:16
  • Edited

  I have same problem in Adaware Free version. Real-Time protection option greyed out and no new definitions. Anyone know how to fix it?

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  Jan

  • January 04, 2023 16:02

  Antivirus is not working. For several days... Many of the same complaints and no response. This is exactly how support should not work.

  Windows 10 Pro 64-bit

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  diane carlisle

  • January 04, 2023 16:46

  It's an ongoing problem it seems - They should be working on a fix for this. I may look for another product if they don't.

   

   

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  Marq Auricor

  • January 04, 2023 19:11

  Same issue here. There's an older thread for this, BTW. https://support.adaware.com/hc/en-us/community/posts/12024153201940-AdAware-disables-the-real-time-protection-v12-10-246-0-Win-10-pro-

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  Indylou1959

  • January 06, 2023 23:01

  I received a response from them telling me to do a lot of complicated things that I don't know how to do.  I wrote back and explained that I am NOT the only one having this issue and told them to check the forums.  Haven't heard back, so I don't think they're in a hurry to fix this issue.  This was what they emailed me and told me to do:

   

  To provide you with the solution, we would need to escalate your issue to our development team and we need some additional information from you:
   
  Please enable Debug logging.
  Kindly right-click the This Computer icon and select
  Properties -> Change settings -> Advanced -> Environment Variables -> New (under System variables) -> OK.
  In the Variable Name field please type: ADAWARE_LOG_LEVEL
  and in the Variable Value field and then type: Debug
  If ADAWARE_LOG_LEVEL already exists, write down the current value first.
  http://prntscr.com/lqoqnk
   
  Then reproduce the issue.
   
  After that please follow these steps:
   
  1. Click Windows Start button -> Run...
  2. Type "msinfo32" and click 'Ok'. The 'System Information' window will open.
  3. Click FILE->SAVE...
  4. Save the file as 001.NFO on your desktop.
  5. Attach the file to the email when you reply to this message.
   
  Also, we would need Adaware program logs. Here is the way to get them:
   
  1) Press Windows Flag + R
   
  2)Copy and paste the following line and press Enter:
   
      c:\ProgramData\adaware\adaware antivirus\Logs\
   
  3) Gather the logs corresponding to the date the issue occurred on, then copy them to some folder ( please ZIP or RAR this folder if possible) and send it to generalsupport@adaware.com
   
  We will look forward to your response.

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  Claire

  • January 11, 2023 02:58

  They already fixed the issues a few days ago.

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