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Web Update Fails and Extremely Slow Downloading

Customer
I have internet access through Comcast cable, which is extremely fast (over 20 mbps download) and can usually download a 100mb file within a minute or two. I'm using Lavasoft AdAware 9.6.



When I try to use Web Update, downloading proceeds extremely slowly - at 15 to 45 kbps per second. (Lavasoft AdAware is the only program I have this problem with.)



The Web Update download will reach a maximum of 20 to 40% complete, and then suddenly both the Web Update, and the main Lavasoft AdAware program disappear completely. I have tried repeatedly all afternoon, and each and every time it does the exact same thing. The only difference is the percentage of downloading that completes - it ranges between 20 and 40%.



Is Lavasoft having server problems? Could malware be terminating my update behind the scenes? Please help.
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Comments

56 comments

Date Votes
  • Customer
    Why do I have this sneaking suspicion that this issue's having developed over the holidays was no coincidence? Methinks some Lavasoft techie erred in the construction of the major update file, went on vacation, and will rectify the gaffe on his or her return to work! /smile.png' class='bbc_emoticon' alt=':)' />
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  • Support
    Hi,



    Lavasoft cannot see any problems with the update servers at the moment. Do you still have this problem or was it a temporary problem?
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  • Customer
    I am having exactly the same problem. The first several files of the update loaded very quickly, but a large file then slowed to a crawl and finally ended with a crash. I have a pretty fast cable Internet connection.
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  • Support
    Lavasoft is investigating the problem.
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  • Customer
    I am also connected via Comcast. I an in Southern Florida. I am having the exact same issue trying to run manual updates today. This is my son's computer and I am not familiar with the frequency of automatic updates, but it has not had an update since 12/21. I suspect that this is the first time in months that a manual update has been attempted.
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  • Customer
    I have an AT&T high-speed Internet connection and have never had a download problem until trying to run updates for Ad-Aware Pro 9.0.7. I'm running Windows XP, and I even disabled the firewall. That made no difference. When the firewall was up, I added aaw.service.exe, and that, too didn't work. The most I got to download was about 74%, and then I get an error message stating it can't connect to the server. I just downloaded this today, and I paid for it, and I'm really dissatisfied. Help, please.
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  • Support
    Hi everybody,



    Please, test if you can update Ad-Aware now by using the built-in function. Lavasoft has made some changes.
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  • Support
    Hi zahava67,



    Yes, some persons still have problems updating and Lavasoft is working to solve it for everyone.
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  • Customer
    I just wanted to state that I am having the exact same problem with non-responsive downloads. However, in additional to the inability to download, I also wanted to mention that my version of Ad-Aware flickers on and off. It will be running just fine for hours, then all of a sudden it will disappear notification area on the Windows toolbar, then I'll get a warning message from Windows to turn on an Anti-Virus program, and then Ad-Aware will reappear and everything is back to normal. All this happens in a matter of seconds.



    I've been using Ad-Aware for years and this is the first time I've ever seen an issue like this.
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  • Support
    Lavasoft will receive some new hardware 5th of January. Hopefully that will be the final solution.
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  • Support
    Hi PhilipJFry,



    If Ad-Aware continues to "flicker" when the update problem has been resolved, please come back for further investigation.
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  • Customer
    Same problem.. Very frustrating. I hope with the new version that this issue will be fixed.
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  • Customer
    [attachment=9160:AAWARE.jpg]I





    ALSO AM STILL UNABLE TO UPDATE. LAVASOFT NEEDS TO FIX THIS PROBLEM. HAVE NOT BEEN ABLE TO UPDATE SINCE 12/31/11. I CANNOT EVEN CONNECT TO THE UPDATE MANAGER. I GET THE MESSAGE "UNABLE TO CONNECT TO UPDATE MANAGER". WHAT IS GOING ON WITH AD-AWARE?
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  • Customer
    January 5th has come and gone. Still unable to update. Still have the flickering issue.



    Please update us!
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  • Support
    Hi PhilipJFry,



    Sorry, but my contact person at Lavasoft is on vacation today and I will not receive any information until Monday.



    The only advice I can give is to try to update when most people in North America is sleeping, or at least don't have their computers running.
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  • Customer
    I've been having the same problem, with different computers and from different locations, so I'm quite sure it's not a problem on my end. Downloading other large files from other sites hasn't been a problem. I've even tried downloading the definitions file directly from http://download.lavasoft.com/public/core.aawdef.zip as one of the support pages suggests. I hope this is resolved soon!
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  • Customer
    investigate quicker, this is getting irritating. i have 2 machines with paid subscriptions to pro i cant update. this so reminds me of a few years back when a version of adaware was pushed out and buggy as i never seen a prg be. i got rid of it and never came back for almost a year, by then they fixed it. then i was using free version, now im usin paid version, and this now, sheesh.
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  • Customer
    Hi all,



    We have isolated and fixed the issue blocking updates. Please update Ad-Aware - if you have any problems, please post here. Thank you for keeping us up to date with the issues you have been experiencing - it was very helpful.



    Regards,



    Andy

    Lavasoft Malware Labs
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  • Customer
    I'm sorry to say but the problem is as bad as ever, at least for me. Updates will not download, and the program keeps flickering off and on after the update fails.
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  • Customer
    I've been having the same prob since just before Xmas. Uninstalled and reinstalled the program, then tried to run the update. Although several files were downloaded and installed, CSC39-EN-0-11356-F.sbr.sgn.f... (79844KB) didn't proceed in its download more than 1/8" on the progress bar, then the process simply quit. I am operating under Win XP Pro w/SP-3 and have never had this prob before.
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  • Customer
    [quote name='PhilipJFry' timestamp='1325963857' post='131780']

    I'm sorry to say but the problem is as bad as ever, at least for me. Updates will not download, and the program keeps flickering off and on after the update fails.

    [/quote]

    Hi PhilipJFry,



    I'm assuming you're using Ad-Aware Free or Pro. Can you delete the update.log file in..



    XP: C:\Documents and Settings\All Users\Application Data\Lavasoft\Ad-Aware\Logs

    Vista and 7 - C:\ProgramData\Lavasoft\Ad-Aware\Logs\



    .. and update again? If you get a failure, post the contents of the update.log file here.



    Andy

    Lavasoft Malware Labs
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  • Customer
    [quote name='LS Andy' timestamp='1325964150' post='131781']

    If you get a failure, post the contents of the update.log file here.

    [/quote]



    Still doesn't work. Here's the update log:



    MSG [5924] 2012/01/07 14:26:36: Extended definition: current version is 0 and latest is 11359

    MSG [2592] 2012/01/07 14:26:37: Extended definition: current version is 0 and latest is 11359

    MSG [2592] 2012/01/07 14:26:37: Extended definition: current version is 0 and latest is 11359

    MSG [2592] 2012/01/07 14:30:42: Definition: checksum mismatch for : [C:\ProgramData\Lavasoft\Ad-Aware\Update\CSC39-EN-0-11356-F.sbr.sgn]

    MSG [5924] 2012/01/07 14:30:46: Update finished
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  • Customer
    [quote name='CeciliaB' timestamp='1325979063' post='131792']

    Hi nautico,



    Please, follow [url="http://www.lavasoftsupport.com/index.php?/topic/32053-web-update-fails-and-extremely-slow-downloading/page__view__findpost__p__131781"]http://www.lavasofts...post__p__131781[/url]

    [/quote]



    I thought that's what I was doing. This is page 2 of that thread, no?
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  • Support
    Hi nautico,



    Please, follow http://www.lavasoftsupport.com/index.php?/topic/32053-web-update-fails-and-extremely-slow-downloading/page__view__findpost__p__131781
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  • Support
    [quote name='nautico' timestamp='1325979771' post='131796']

    I thought that's what I was doing. This is page 2 of that thread, no?

    [/quote]Yes, but I cannot see your update.log file.
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  • Customer
    I am also having the same problem....update quits after a few minutes. Here's the update log:



    MSG [3300] 2012/01/07 18:45:05: Downloading file: metafile.dat.lzma size: 37kB

    MSG [3300] 2012/01/07 18:45:05: Connected: download.lavasoft.com//public/aawemerald/

    MSG [3300] 2012/01/07 18:45:07: Extended definition: current version is 0 and latest is 11359

    MSG [2840] 2012/01/07 18:45:09: Extended definition: current version is 0 and latest is 11359

    MSG [2840] 2012/01/07 18:45:10: Extended definition: current version is 0 and latest is 11359

    MSG [2840] 2012/01/07 18:55:16: Definition: checksum mismatch for : [C:\Documents and Settings\All Users\Application Data\Lavasoft\Ad-Aware\Update\CSC39-EN-0-11356-F.sbr.sgn]

    MSG [3300] 2012/01/07 18:55:20: Update finished
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  • Customer
    Now that I look again at my log, I gather that current version 0 of "extended definition" means the update did not complete properly.
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  • Customer
    I again uninstalled and reinstalled. Does the following update log reflect a 100% successful installation and update?



    MSG [3256] 2012/01/07 19:30:56: Downloading file: metafile.dat.lzma size: 37kB

    MSG [3256] 2012/01/07 19:30:56: Connected: download.lavasoft.com//public/aawemerald/

    MSG [2108] 2012/01/07 19:34:32: Definition: checksum mismatch for : [C:\Documents and Settings\All Users\Application Data\Lavasoft\Ad-Aware\Update\CSC39-EN-0-11356-F.sbr.sgn]

    MSG [2108] 2012/01/07 19:34:33: Patch: broken patch, defaulting to full file: C:\Documents and Settings\All Users\Application Data\Lavasoft\Ad-Aware\Update\version.dat []

    MSG [2108] 2012/01/07 19:34:33: Component: download successful: C:\Documents and Settings\All Users\Application Data\Lavasoft\Ad-Aware\Update\version.dat [a6812790011e6fbeb530763d314ae594]

    MSG [2108] 2012/01/07 19:34:34: Component: download successful: C:\Documents and Settings\All Users\Application Data\Lavasoft\Ad-Aware\Update\AAWService.exe [ea38136981c61c571d52c380daad46ef]

    MSG [2108] 2012/01/07 19:34:34: Component: download successful: C:\Documents and Settings\All Users\Application Data\Lavasoft\Ad-Aware\Update\AAWTray.exe [0830e6ba8463bef96cf69c1993f74a4b]

    MSG [2108] 2012/01/07 19:34:34: Component: download successful: C:\Documents and Settings\All Users\Application Data\Lavasoft\Ad-Aware\Update\Ad-Aware.exe [60a68843f7a29195ff0cadaabd46973f]

    MSG [2108] 2012/01/07 19:34:35: Component: download successful: C:\Documents and Settings\All Users\Application Data\Lavasoft\Ad-Aware\Update\Ad-AwareAdmin.exe [98070a7fce5b4afb24a142c6f4c25cc1]

    MSG [2108] 2012/01/07 19:34:35: Component: download successful: C:\Documents and Settings\All Users\Application Data\Lavasoft\Ad-Aware\Update\Ad-AwareCommand.exe [0bfd76b6f38ced2286e5fad893694ba2]

    MSG [2108] 2012/01/07 19:34:35: Component: download successful: C:\Documents and Settings\All Users\Application Data\Lavasoft\Ad-Aware\Update\AutoLaunch.exe [b36fadfa8539338152addb6d71627041]

    MSG [2108] 2012/01/07 19:34:36: Component: download successful: C:\Documents and Settings\All Users\Application Data\Lavasoft\Ad-Aware\Update\CEAPI.dll [da45220752c7e0eedc91f19dd055dbb0]

    MSG [2108] 2012/01/07 19:34:36: Component: download successful: C:\Documents and Settings\All Users\Application Data\Lavasoft\Ad-Aware\Update\Drivers\32\AAWDriverTool.exe [90d47f6edeb55afc4400e1e374015d85]

    MSG [2108] 2012/01/07 19:34:36: Component: download successful: C:\Documents and Settings\All Users\Application Data\Lavasoft\Ad-Aware\Update\Drivers\64\AAWDriverTool.exe [0efacc4be5599b1374fe21c950158e8a]

    MSG [2108] 2012/01/07 19:34:37: Component: download successful: C:\Documents and Settings\All Users\Application Data\Lavasoft\Ad-Aware\Update\PrivacyClean.dll [082df48d6e9bb8f495c8f4b8161f6819]

    MSG [2108] 2012/01/07 19:34:37: Component: download successful: C:\Documents and Settings\All Users\Application Data\Lavasoft\Ad-Aware\Update\RPAPI.dll [af814f7410549fcd2b035127f06d12c6]

    MSG [2108] 2012/01/07 19:34:37: Component: download successful: C:\Documents and Settings\All Users\Application Data\Lavasoft\Ad-Aware\Update\Rebrand.dat [5626b45226ac55801ecc919533344397]

    MSG [2108] 2012/01/07 19:34:37: Component: download successful: C:\Documents and Settings\All Users\Application Data\Lavasoft\Ad-Aware\Update\Resources.dll [bf4ed9a78f1a299966906cb7de598215]

    MSG [2108] 2012/01/07 19:34:38: Component: download successful: C:\Documents and Settings\All Users\Application Data\Lavasoft\Ad-Aware\Update\ShellExt.dll [d557e34417045fe1ae75519930f3fa61]

    MSG [2108] 2012/01/07 19:34:38: Component: download successful: C:\Documents and Settings\All Users\Application Data\Lavasoft\Ad-Aware\Update\UpdateManager.dll [10e320cd6cbf75e6f71abb15a369cb0e]

    MSG [2108] 2012/01/07 19:34:38: Component: download successful: C:\Documents and Settings\All Users\Application Data\Lavasoft\Ad-Aware\Update\VipreBridge.dll [7bcdec085127ce4a11932a10250c7b2c]

    MSG [2108] 2012/01/07 19:34:38: Component: download successful: C:\Documents and Settings\All Users\Application Data\Lavasoft\Ad-Aware\Update\aawapi.dll [2d9b110c5fa590f445d624b21794ac93]

    MSG [2108] 2012/01/07 19:34:41: Component: download successful: C:\Documents and Settings\All Users\Application Data\Lavasoft\Ad-Aware\Update\lavalicense.dll [45fa48cd09417fce800bbdcf015d7158]

    MSG [2108] 2012/01/07 19:34:45: Component: download successful: C:\Documents and Settings\All Users\Application Data\Lavasoft\Ad-Aware\Update\lavamessage.dll [5e1a18be390f5a7c4ed176e80b8cbbbe]

    MSG [2108] 2012/01/07 19:34:45: Component: download successful: C:\Documents and Settings\All Users\Application Data\Lavasoft\Ad-Aware\Update\lsdelete.exe [7a3ea5ca1ae2c8d94dca120e0bea0b02]

    MSG [2108] 2012/01/07 19:34:45: Component: download successful: C:\Documents and Settings\All Users\Application Data\Lavasoft\Ad-Aware\Update\threatwork.exe [5fb201ec0344f327adcf5c384fd41d77]

    MSG [2108] 2012/01/07 19:34:50: Component: download successful: C:\Documents and Settings\All Users\Application Data\Lavasoft\Ad-Aware\Update\unrar.dll [e7bbfda22b307d8489ad15bba3f3e911]

    MSG [2108] 2012/01/07 19:34:58: Component: install successful: C:\Documents and Settings\All Users\Application Data\Lavasoft\Ad-Aware\version.dat

    MSG [2108] 2012/01/07 19:34:58: Component: install successful: C:\Program Files\Lavasoft\Ad-Aware\AAWService.exe

    MSG [2108] 2012/01/07 19:34:58: Component: install successful: C:\Program Files\Lavasoft\Ad-Aware\AAWTray.exe

    MSG [2108] 2012/01/07 19:34:58: Component: install successful: C:\Program Files\Lavasoft\Ad-Aware\Ad-Aware.exe

    MSG [2108] 2012/01/07 19:34:58: Component: install successful: C:\Program Files\Lavasoft\Ad-Aware\Ad-AwareAdmin.exe

    MSG [2108] 2012/01/07 19:34:58: Component: install successful: C:\Program Files\Lavasoft\Ad-Aware\Ad-AwareCommand.exe

    MSG [2108] 2012/01/07 19:34:58: Component: install successful: C:\Program Files\Lavasoft\Ad-Aware\AutoLaunch.exe

    MSG [2108] 2012/01/07 19:34:58: Component: install successful: C:\Program Files\Lavasoft\Ad-Aware\CEAPI.dll

    MSG [2108] 2012/01/07 19:34:58: Component: install successful: C:\Program Files\Lavasoft\Ad-Aware\Drivers\32\AAWDriverTool.exe

    MSG [2108] 2012/01/07 19:34:58: Component: install successful: C:\Program Files\Lavasoft\Ad-Aware\Drivers\64\AAWDriverTool.exe

    MSG [2108] 2012/01/07 19:34:58: Component: install successful: C:\Program Files\Lavasoft\Ad-Aware\PrivacyClean.dll

    MSG [2108] 2012/01/07 19:34:58: Component: install successful: C:\Program Files\Lavasoft\Ad-Aware\RPAPI.dll

    MSG [2108] 2012/01/07 19:34:58: Component: install successful: C:\Program Files\Lavasoft\Ad-Aware\Rebrand.dat

    MSG [2108] 2012/01/07 19:34:58: Component: install successful: C:\Program Files\Lavasoft\Ad-Aware\Resources.dll

    MSG [2108] 2012/01/07 19:34:58: Component: install successful: C:\Program Files\Lavasoft\Ad-Aware\ShellExt.dll

    MSG [2108] 2012/01/07 19:34:58: Component: install successful: C:\Program Files\Lavasoft\Ad-Aware\UpdateManager.dll

    MSG [2108] 2012/01/07 19:34:58: Component: install successful: C:\Program Files\Lavasoft\Ad-Aware\VipreBridge.dll

    MSG [2108] 2012/01/07 19:34:58: Component: install successful: C:\Program Files\Lavasoft\Ad-Aware\aawapi.dll

    MSG [2108] 2012/01/07 19:34:58: Component: install successful: C:\Program Files\Lavasoft\Ad-Aware\lavalicense.dll

    MSG [2108] 2012/01/07 19:34:58: Component: install successful: C:\Program Files\Lavasoft\Ad-Aware\lavamessage.dll

    MSG [2108] 2012/01/07 19:34:58: Component: install successful: C:\Program Files\Lavasoft\Ad-Aware\lsdelete.exe

    MSG [2108] 2012/01/07 19:34:58: Component: install successful: C:\Program Files\Lavasoft\Ad-Aware\threatwork.exe

    MSG [2108] 2012/01/07 19:34:58: Component: install successful: C:\Program Files\Lavasoft\Ad-Aware\unrar.dll

    MSG [3256] 2012/01/07 19:34:59: Update finished

    MSG [5252] 2012/01/07 19:35:08: Extended definition: current version is 0 and latest is 11359

    MSG [2608] 2012/01/07 19:35:10: Extended definition: current version is 0 and latest is 11359

    MSG [2608] 2012/01/07 19:35:11: Extended definition: current version is 0 and latest is 11359

    MSG [2608] 2012/01/07 19:53:27: Definition: checksum mismatch for : [C:\Documents and Settings\All Users\Application Data\Lavasoft\Ad-Aware\Update\CSC39-EN-0-11356-F.sbr.sgn]

    MSG [5252] 2012/01/07 19:53:30: Update finished
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  • Customer
    LS Andy,

    I to have these issues on 2 windows 7 computers. I'm not going to update my Vista computer with version 9.0.7 until the others work.

    I tried to import the definitions manually. That didn't work. I check my firewall settings.

    I tried manually downloading and updating the definitions file core.aawdef. That didn't work.

    I checked your last post, but on my computer, there is no /logs folder.

    Just thought I would offer you that info.
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  • Customer
    I have AdAware Total Security, and I'm getting an unable to connect to update server message.



    What's going on?







    [attachment=9171:AdAware_autoupdate_error.jpg]
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