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Definitions could not be updated

Customer

Since last night I have not been able to update the a/v definitions. I've tried several times manually but it's not working. What's up?

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Comments

72 comments

Date Votes
  • Customer

    Have Ad-Aware 11 (free version) for about a month. Realized definition files cannot be updated now for about a week. Get a message "definition files cannot be updated". Suggestions please. Thanks

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  • Customer


    Hi skay,

     

    It was been possible to update the definitions two hours ago. Have your Ad-Aware installed an update now or can you do it manually?

    If not, 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 issues.


    Hi CeceliaB,

     

    Nope. I still can't even update them manually. So I'll follow your link and the instructions. Thanks.

     

    (NOTE: It's Windows XP, so I hope the fact that XP is no longer supported doesn't have anything to do with it.)

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  • Support

    Hi skay,

     


    It was been possible to update the definitions two hours ago. Have your Ad-Aware installed an update now or can you do it manually?


    If not, 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 issues.

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  • Customer

    Sorry, skay, it's a temporary issue with a server. Please, wait 24 hours and then report back.


    Great. Thanks for the timely reply.

     

    I'll report back when it's fixed.

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  • Support

    Sorry, skay, it's a temporary issue with a server. Please, wait 24 hours and then report back.

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  • Customer

    I couldn't find any .msi files in the C:\Documents and Settings\<username.\Local Settings\Temp folder. But I attached the other two. Hope that helps.

    Ad-Aware 11.zip

    System Info.zip

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  • Customer

    Well...it's not fixed yet. But I'll report back if/when it is.

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  • Support

    It should be fixed by now. Please, collect the Ad-Aware logs again. No need for "System Info" this time.

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  • Customer

    DARN it!

     

    This morning it got about 70% through the update, then suddenly stopped.

     

    Twice!!

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  • Customer

    It should be fixed by now. Please, collect the Ad-Aware logs again. No need for "System Info" this time.


    OK.

    Ad-Aware 11.zip

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  • Customer


    Lavasoft is investigating if they can find any more issues with the server.

    Thanks for reporting


    OK. Thanks. It's just frustrating.

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  • Support

    Lavasoft is investigating if they can find any more issues with the server.


    Thanks for reporting

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  • Support

    I bought AdAware Pro Security two days ago and it is not working. Whenever I open the program, it automatically starts to update definitions. However, after some seconds, the process is interrupted and it shows the message "Definitions could not be updated. Something prevented the definitions from updating. Please try again at a later time.". As a result, protection is inactive and I cannot use it. I have already sent you an email and had no reply so far. I am extremely disappointed. I had to download a free antivirus to remove the malware.

    Hi marissolrmf,

     


    Some malware try to stop as many features of antivirus programs as possible. Do you have a log from the program that removed the malware? It would be useful to know the type of the infection.

     


    Please, check that no proxy server is used:

     


    Start Internet Explorer.


    In the Tools menu select Internet options, followed by Connection tab and then click the LAN Settings button.


    If the check box Use a proxy server for your LAN (These settings will not apply to dial-up or VPN connections) is selected, please:

     


    1. Write down the content of the Address and Port fields, if the Address field is empty click on Advanced and write down the addresses and ports there. These values indicate if the computer is or was infected.

     


    2. Remove the check mark before clicking OK twice.

     


    Try to activate Ad-Aware again.

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  • Customer

    I bought AdAware Pro Security two days ago and it is not working. Whenever I open the program, it automatically starts to update definitions. However, after some seconds, the process is interrupted and it shows the message "Definitions could not be updated. Something prevented the definitions from updating. Please try again at a later time.". As a result, protection is inactive and I cannot use it. I have already sent you an email and had no reply so far. I am extremely disappointed. I had to download a free antivirus to remove the malware.

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  • Customer

    CeciliaB
    In Myrtle Beach. Have a Dell desktop running XP and Firefox 28. Not sure what you mean by "check your proxy server settings". Check for what. I am novice. Thanks

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  • Support

    Have Ad-Aware 11 (free version) for about a month. Realized definition files cannot be updated now for about a week. Get a message "definition files cannot be updated". Suggestions please. Thanks


    Hi FredK,

     

    I haven't been able to talk with my contact person since Wednesday, so no new information to share, sorry. You have to wait until Monday when she is back in the office. But, please, check your proxy server settings.

     

    Are you near the east coast of US, too?

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  • Customer

    I'm having the same issue w/ my laptop running Win 7 64 and Ad-Aware Free + version 11.1.5354.0

     

    I'm in California, so it's not just one server that's having an issue. Oddly, my desktop w/ the same Ad Aware version says it has todays definitions (05/03/14)

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  • Support

    FredK,

     

    The update servers have divided the world between them, that's why I asked for your location. Since both you and Skay are on the east coast of US, it might be an issue with that server.

     

    I think that the description in post #14 above is valid for XP, too. It's also possible to find Internet Options in Control Panel.

     

    P.S. The latest Firefox version is 29 and it contains several security fixes.

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  • Customer


    Hi RatMotor,

     

    That's strange that Ad-Aware can be updated in one computer but not in the other. I think they use the same server, since they have the same public IP address. Do you have the same Windows version with all Windows updates in the desktop?

     

    Please, check proxy settings as described in post #14.


    Both computers have Win7 64 w/ all current updates. I tried uninstalling the more recent updates from the laptop to see if that changed anything - no luck. Also restarted both my modem and wireless router as sometimes the definition update will begin before throwing the error message, other times the error comes up right away.

     

    Proxy server box is not checked on either computer.

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  • Support


    I'm having the same issue w/ my laptop running Win 7 64 and Ad-Aware Free + version 11.1.5354.0

     

    I'm in California, so it's not just one server that's having an issue. Oddly, my desktop w/ the same Ad Aware version says it has todays definitions (05/03/14)


    Hi RatMotor,

     

    That's strange that Ad-Aware can be updated in one computer but not in the other. I think they use the same server, since they have the same public IP address. Do you have the same Windows version with all Windows updates in the desktop?

     

    Please, check proxy settings as described in post #14.

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  • Customer
    The sun will come out tomorrow. Without doing absolutely anything but trying to update def files, they updated 100% at 7:10 this morning. Go figure.
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  • Support


    Both computers have Win7 64 w/ all current updates. I tried uninstalling the more recent updates from the laptop to see if that changed anything - no luck. Also restarted both my modem and wireless router as sometimes the definition update will begin before throwing the error message, other times the error comes up right away.

     


    Proxy server box is not checked on either computer.

    Please, attach your logs from the computer without updated definitions. See post #2.
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  • Support

    The sun will come out tomorrow. Without doing absolutely anything but trying to update def files, they updated 100% at 7:10 this morning. Go figure.

    I'm glad the computers are updated now
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  • Customer

    Please, attach your logs from the computer without updated definitions. See post #2.


     

    Didn't see any msi files in that folder

    Ad-Aware 11.zip

    sysinfo.zip

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  • Customer

    I am running Win XP. I have the AD-Aware Pro Security paid edition and for the past 3-4 days I am getting the same can not update message. San Antonio Tx.

     

    I see support is answering but do not see a fix?

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  • Customer

    This is happening to me too. I just upgraded from AW 10 to 11 today and I am not able to download definitions. I uninstalled and reinstalled and this is still happening. I am running Win 8.1 x64.

     

    So far I haven't come across any real explanation as to why this is happening. All I see is "post your logs". I know others have done so. Therefore....what has been determined by Lavasoft? This has to be widespread I would think.

    Ad-Aware 11.zip

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  • Support

    Hi everyone,

     

    Lavasoft is working on a solution, but logs from all that haven't uploaded them yet will certainly help them to find a solution faster.

     


     

    Didn't see any msi files in that folder


    Thanks for the logs, RatMotor

     


    This is happening to me too. I just upgraded from AW 10 to 11 today and I am not able to download definitions. I uninstalled and reinstalled and this is still happening. I am running Win 8.1 x64.

     

    So far I haven't come across any real explanation as to why this is happening. All I see is "post your logs". I know others have done so. Therefore....what has been determined by Lavasoft? This has to be widespread I would think.


    Thanks for the logs, cranummy

     


    I am running Win XP. I have the AD-Aware Pro Security paid edition and for the past 3-4 days I am getting the same can not update message. San Antonio Tx.

     

    I see support is answering but do not see a fix?


    Please collect and upload logs, Patrick.

    See post #2.

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  • Customer

    I'm having the same issue. I have not been able to get an update for the definitions since April 26th. I have version 11.1.5354.0. I have a good solid internet connection with everything else, no proxy server in place, and no luck with the windows 7 64bit firewall completely disabled. There were no MSI files in the TEMP folder, but here is the rest of the data files.

     

     

    Ad-Aware 11.zip

    msinfo32.zip

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  • Support


    I'm having the same issue. I have not been able to get an update for the definitions since April 26th. I have version 11.1.5354.0. I have a good solid internet connection with everything else, no proxy server in place, and no luck with the windows 7 64bit firewall completely disabled. There were no MSI files in the TEMP folder, but here is the rest of the data files.

     

     


    Hi MiltonK,

     

    I'll inform Lavasoft that you have uploaded logs.

    Is it correct that you are in Texas, US?

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  • Customer

    That is correct. Texas, US

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