Splitted topic gotrudy
CeciliaB, on 03 Nov 2013 - 08:11 AM, said:
Hi Detlef,
1. Please, start a Command Prompt window:
XP:
Start button - All programs - Accessories - Command Prompt
Vista, Windows 7:
Start button - All programs - Accessories
Right-click Command Prompt and select Run as administrator.
Windows 8:
Search for Command Prompt and when the program is listed right-click Command Prompt and select Run as administrator.
2. In the Command Prompt window enter the following commands (end each one with the Enter key):
sc stop gfibto
sc delete gfibto
sc stop gfiark
sc delete gfiark
If you get an error message after the stop commands, please don't do the corresponding delete command.
Please, write all messages you get in your answer.
Hi CeciliaB,
I have been dealing with this issue for too long, but rather than dealing with it alone, I was hoping to find a fix/solution online to the "Service Unavailable" issue that just won't go away. Before searching online though, I called AdAware Tech support for help, but they seem content of brushing me off because, and I'm quoting the tech, "You're only 1 of 2 known customers with this related issue out of a million satisfied customers." I simply asked the guy how they plan on keeping business with unstable software designed to secure computers sensitive information from threats?
I started off by trying the free AdAware antivirus for the first year, AdAware 10 @ the time, and with discounted promos during AdAware 11 introduction in Fall '13, I decided to upgrade my security to AdAware 11 Pro Security. Well, that worked out for the first month maybe, but then this "Service Unavailable" issue hatched and it's been a nightmare ever since.
I tried stopping and deleting the drivers as you mentioned above, and they were present and deleted, but after rebooting and the following day, same crap.
Unless your techs can figure this out, I'm thinking the only solution may be to uninstall AdAware and take my business elsewhere.
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CeciliaB, on 03 Apr 2014 - 6:04 PM, said:
Hi gotrudy,
There are many possible reasons to the symptom that the Ad-Aware service isn't running. Please, collect logs and other information by following the instructions in http://www.lavasoftsupport.com/index.php?/topic/33638-collect-logs-for-troubleshooting/ to let Lavasoft investigate your issue.
Do you remember anything you did in the computer when the "Service Unavailable" started, any installations or uninstallations?
Do you have "Service Unavailable" the whole time or do you have periods when Ad-Aware is working?
Thanks for response Cecilia,
I attached requested files, but not sure it will help any. After I left my post, I uninstalled and reinstalled the software and all previous logs were lost. I've done this before to no avail, but this time, those 2 drivers left behind from AdAware 10 are not present going into it.
Whenever "Service Unavailable" issue came up, I'd reboot my pc and it would reestablish active service, but only for 1+ days randomly. I've attached the screen shots for review.
I'll be on standby keeping an eye on latest installation to see how it responds.
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Hi gotrudy,
There are many possible reasons to the symptom that the Ad-Aware service isn't running. Please, collect logs and other information by following the instructions in http://www.lavasoftsupport.com/index.php?/topic/33638-collect-logs-for-troubleshooting/ to let Lavasoft investigate your issue.
Do you remember anything you did in the computer when the "Service Unavailable" started, any installations or uninstallations?
Do you have "Service Unavailable" the whole time or do you have periods when Ad-Aware is working?
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CeciliaB, on 04 Apr 2014 - 12:28 PM, said:
You're welcome gotrudy
Yes, you're right, since there are no logs from the time when you had the issue, they won't help.
Please, wait until you see "Service Unavailable" and then collect a new set of logs.
If possible, keep "Gaming mode" Off so you don't miss any important messages, and check that you aren't ignoring any important notifications.
Gaming mode off...
I'll let you know if/when it acts up again.
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You're welcome gotrudy
Yes, you're right, since there are no logs from the time when you had the issue, they won't help.
Please, wait until you see "Service Unavailable" and then collect a new set of logs.
If possible, keep "Gaming mode" Off so you don't miss any important messages, and check that you aren't ignoring any important notifications.
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That's really good!
Thanks for the follow-up.
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Today marks 1 wk from when I reinstalled AdAware 11 and it's still active.
Difference this time is that AdAware 10 infamous two files were deleted prior to this reinstallation. Fingers crossed! I'll followup in 1 wk if all goes well.
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I'm sorry that it happened again
According to the logs, the service of Ad-Aware is running and Lavasoft suggest that you restart the user interface since it's possible it's some kind of interaction issue between the different processes.
Open Ad-Aware and click on the "X" in upper right corner.Open Ad-Aware again by double-clicking the Ad-Aware icon on the desktop or in the system tray/notification area (near the clock), or if you don't have those icons from the Start menu.
Did that help?
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CeciliaB, on 10 Apr 2014 - 12:47 PM, said:
That's really good!
Thanks for the follow-up.
I was def thinking that I was in the clear as I reached 1 wk, but apparently AdAware heard me bragging and reminded me who's daddy. Well...here are the files you requested before.
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Sorry to hear that, please upload the Ad-Aware logs again, but MSI and msinfo logs aren't needed again.
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CeciliaB, on 11 Apr 2014 - 06:29 AM, said:
I'm sorry that it happened again
According to the logs, the service of Ad-Aware is running and Lavasoft suggest that you restart the user interface since it's possible it's some kind of interaction issue between the different processes.
Open Ad-Aware and click on the "X" in upper right corner.
Open Ad-Aware again by double-clicking the Ad-Aware icon on the desktop or in the system tray/notification area (near the clock), or if you don't have those icons from the Start menu.
Did that help?
No, that didn't help. I ended it through task manager and started it through start menu, but it comes up as greyed out in task manager, inactive.
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Here it is.
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Only way to reactivate AdAware is to reboot system and that's ridiculous.
I appreciate your looking into this for me, but if AdAware cannot resolve this by May, I'm going to buy something more stable, I'm burnt out with this issue.
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I agree that's ridiculous.
Does it occur when Ad-Aware starts a scan or have you seen anything else that triggers the "Service Unavailable"?0 -
Does it have anything to do with sleep or hibernate mode?
Some computers seem to have issues when they woke up.0 -
CeciliaB, on 11 Apr 2014 - 11:03 AM, said:
I agree that's ridiculous.
Does it occur when Ad-Aware starts a scan or have you seen anything else that triggers the "Service Unavailable"?
I'm guessing it occurs when pc is idle; I have a scheduled quick scan for daily and it went a full week before acting up so I'm clueless as to the cause.
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CeciliaB, on 12 Apr 2014 - 04:40 AM, said:
Does it have anything to do with sleep or hibernate mode?
Some computers seem to have issues when they woke up.
My computer does not go into sleep or hibernation mode, I have it set to always stay on desktop or start menu, and I have not performed any upgrades, downgrades or installed/uninstalled any software, etc.
My guess is there is a conflict with previous uninstalled AdAware 10 version and current version, I mean, why else would it indicate on service unavailable window that AdAware Free Antivirus: Not Activated...when I use a purchased and upgraded version of AdAware 11 Pro Security?
There must be some unknown files/registry from previously installed version that is/are conflicting w/ new version.
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I wonder if this "Unavailable Service" issue exists only with members that previously used the "free, trial or 2010 version" before upgrading?
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gotrudy, on 12 Apr 2014 - 4:41 PM, said:I wonder if this "Unavailable Service" issue exists only with members that previously used the "free, trial or 2010 version" before upgrading?
If this is the case, then perhaps an AdAware Removal Tool (removes all related files, registry, etc) would fix the issue.
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Not everyone in this topic did run an earlier version of Ad-Aware, and those who had two of the drivers of Ad-Aware 10 still installed got "Service Unavailable" immediately and not after one or several days. One user in this topic got "Service Unavailable" during scans, since Ad-Aware wasn't allowed to access a folder, but according to the logs that isn't the case in your computer.
I saw that you have Malwarebytes Anti-Malware (MBAM) installed. Malwarebytes often recommends that the folders of the antivirus program is added to the exclusion list in MBAM and that the folders of MBAM are added to the exclusion list in the antivirus program. If you haven't done that, please do so.
Let me see more of what's running in the computer with the help of the FRST program.
Please, download Farbar Recovery Scan Tool (FRST) and save it on the desktop:
For 64 bits Windows: http://download.bleepingcomputer.com/farbar/FRST64.exe
For 32 bits Windows: http://download.bleepingcomputer.com/farbar/FRST.exe
Start the FRST program.
Read the disclaimer and click Yes to accept it.
Click Scan button.
When done, FRST will create two log files, called FRST.txt and Addition.txt, on the desktop.
Please, attach them to your reply.0 -
From my contact person at Lavasoft:My guess is there is a conflict with previous uninstalled AdAware 10 version and current version, I mean, why else would it indicate on service unavailable window that AdAware Free Antivirus: Not Activated...when I use a purchased and upgraded version of AdAware 11 Pro Security?
"When the user interface process (GUI) can't communicate with the service process, GUI won't know which product that is installed and it'll show "Free" product.
Edit:
She also suggest that you start a full scan to check if a scan triggers the issue.0 -
I upgraded to Win 8.1 over the weekend and reinstalled Ad-Aware 11. As soon as I get the error, I'll try your suggestions and get you the info.
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Completed a full scan earlier and no errors yet.
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One thing I remembered when reconfiguring settings after reinstallation is that Ad-Aware 11 started with activated Personal Security and product key. I had purchased that after free trial, but then upgraded again to Pro Security. Had forgotten about that, however, do not recall having "Service Unavailable" issue with Personal Security. I changed product key to Pro Security version and keeping an eye on it.
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Thanks for updating us
I'll keep my fingers crossed.0 -
Good news and bad news...
Good news: Ad-Aware is active
Bad news: Network protection when on is blocking everything. Below are my settings (when on) as previously configured when on Win 8. When on Win 8, I use to be prompted as set when there was in/out going activity to set rules; NOT the case with Win 8.1, it blocks all activity and does NOT prompt me.
Notice below PS3 status on left panel in background when "on and off".
I suppose an OS discrepancy, but only have 1 pc to test my theory.
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Nice that your Ad-Aware is still running
I have to ask my contact person about the firewall but I assume you need to configure something, maybe Adapter Settings. Please, check the manual if you haven't done that already.
http://userguide.lavasoft.com/ad-aware11/Public/Default.aspx0 -
Please, attach screen shots of the Application Rules and Adapter Settings, Lavasoft would like to see them.
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