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Internet Connection lost when start upload file

Customer
Hello

I have a problem with internet connectivity. When I start to upload (photograph as a attachement of facebook message or when I upload photograph to photobank Shutterstock) file my connection lost (I can not open any pages in other panels of Mozilla) and restart of computer is needed. I have no other antivir/security software installed (Windows Security Essential was uninstalled before).

Windows 7 Professional 64bit on my home PC

The problem occures when I started to use licensed Ad-Aware 10 Pro



Thank you in advance for help.



Dali
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Comments

61 comments

Date Votes
  • Support
    Hi Dali,



    Do you still have this problem if you turn off the advanced features in Ad-Aware Pro?
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  • Customer
    Hi,



    I have the same problem /sad.png' class='bbc_emoticon' alt=':(' /> So I'm not alooooone!!! /biggrin.png' class='bbc_emoticon' alt=':D' /> It started like a month ago (more or less), when I had Windows Vista installed on my PC. I have used Medifire regularly for more than a year now and never had any problems with uploads!!!

    As I've said, like one month ago suddenly I became unable to upload on it or on Nakido (another hosting site), and started to have problems with uploading images to Picasa Web Album through my blogspot blog, too (never experienced that glitch before either /blink.png' class='bbc_emoticon' alt=':blink:' />). I used Firefox as browser, and I had Avira Free Antivirus installed (which doesn't include any firewall functions), too - but the two antiviruses have never interfered with each other, I have always used them simultaneously. Back then I had Ad-Aware free version, but when I updated the version I got installed a 30-day trial version of Ad-Aware Pro...



    Like 2-3 weeks ago I decided to re-format completely my PC, and I installed Windows 7 Pro (32 bit) instead of Vista. After re-installing the OP system, I installed back Avira Free and this 30-day trial of Ad-Aware Pro. I thought the problem might have been resolved - but it didn't. I'm still unable to upload on whatever hosting site. I tried to disable the Advanced Firewall in Ad-Aware, but nothing has changed.



    Everytime I try to run an upload, it gets blocked (on Mediafire I receive a 502 error: permission or connection error) and my net connection freezes, and I don't mean only the browser. Even iTunes Store won't connect through iTunes... And the only solution that remains is to restart the PC!!! And no matter what browser I use, it's the same with Firefox 12 and IE 9 - the only difference is that with IE 9 at least my net connection won't freeze, just the upload fails.



    I've even tried to add an exception rule in the Ad-Aware firewall settings for Nakido.exe (a little application I had to install in order to be able to upload and download on/from Nakido), but it didn't help. And as for Mediafire, I don't need to install any program in order to use their services, so I wouldn't know how to create an exception for that...



    Anyway, at the end I had to uninstall Ad-Aware in order to be able to upload on Mediafire again. This way the Mediafire uploads work fine (though, I still couldn't resolve the issue with Nakido: the upload still blocks at the very end) and now I'm using only Windows Firewall.



    I'd like to re-intsall Ad-Aware on the PC because it's an excellent protection, so I'd really appreciate if you could help me to resolve this issue /happy.png' class='bbc_emoticon' alt='^_^' />

    Please, let me know if you need more info with regard to the problem, I'll try to do my best to give you more details /wink.png' class='bbc_emoticon' alt=';)' />



    Thank you very much in advance,

    Orsi
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  • Customer
    Hi Cecilia,



    Thanks for your quick reply /biggrin.png' class='bbc_emoticon' alt=':D' />



    No, I never had any problems either with Nakido or with Picasa before, I guess the whole issue started after I downloaded that trial version of Ad-Aware 10 Pro.... First I started to have problems with Mediafire, then with Nakido and Picasa - at least, this is the order I noticed the problems.



    So, do you suggest me to return to the previous version of Ad-Aware? I'll try to install it and then I'll let you know! /happy.png' class='bbc_emoticon' alt='^_^' />
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  • Support
    Hi Orsi,



    Do I understand right when I think you had problems with Nakido and Picasa already when you were using Ad-Aware 9?

    If yes, those problems probably aren't related to Ad-Aware 9 since that program has been the same since last autumn.



    It is more likely that the features "Safe Browsing" and/or "Shop & Bank Safely Online" of Ad-Aware 10 was causing your problems than the firewall, when the upload is done in the internet browser. At the moment is is risky to run both Avira and Ad-Aware 10, and that maybe is the reason to the problems you had.



    It is still possible to use Ad-Aware 9.6, and it can be downloaded from FileHippo.
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  • Customer
    Hi CeciliaB,



    I have Ad-Aware Pro 10 in default adjustment with active firewall. I think that when I want to protect my PC it all features should be active.? May be that some configuration or exception can help to solve the problem but I can not find any possibility to adjust the features and probably need some help with this.
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  • Support
    Hi Orsi,



    You are welcome /smile.png' class='bbc_emoticon' alt=':)' />



    If you are sure that everything started when you installed Ad-Aware 10, then, of course, something in Ad-Aware 10 didn't work well in your computer.



    If you want to keep Avira, it is best to use Ad-Aware 9.6. If you want to skip Avira and use Ad-Aware 10 as your antivirus program, it is possible to investigate where the problem is in more detail.
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  • Customer
    (btw I have bought Ad-Aware Pro for advanced features to better protection. But it should be configured, some manual for configuration (if possible).? )
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  • Customer
    (I started to read this one - http://userguide.lavasoft.com/ad-aware10/Public/ it may be useful)
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  • Customer
    I think that some configuration of Firewall - Application Rules or Network Rules should be changed but I do not perform any changes with firewall yet. I just want to enable action of upload file to facebook..... I want actively to add this rule but I do not know if it is safe and where to add .?
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  • Support
    Hi Orsi,



    Ad-Aware 10.1 should not be combined with another antivirus program. Ad-Aware 10.1 is an antivirus and anti-malware program with full real-time protection and will usually not work well together with another antivirus program with full real-time protection, for example Avira.



    If you prefer you can download the manual from http://www.lavasoft.com/mylavasoft/support/supportcenter/product_manuals instead of reading it online.

    You turn off a feature on the main screen of Ad-Aware by clicking in the light grey square next to the green square with the text "On". I suggest that you try with turning off "Safe Browsing", "Safe Networking", "Advanced Firewall" and "Shop & Bank Safely Online" (please, turn on Windows firewall instead) to see if your problem with uploading is solved. If you can upload, please turn on one feature at a time to find out which feature that interferes with the uploading.



    Since you have bought the product, you can use the Lavasoft support instead of this forum with volunteers if you prefer that: http://lavasoft.com/mylavasoft/support/supportcenter/contact_support
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  • Customer
    Hi Cecilia,



    Hahaha, it's [b]Dali[/b] who brought the product and posted above (posts #7-10), not me /biggrin.png' class='bbc_emoticon' alt=':D' /> And in his/her first post he/she said that he/she doesn't have any other antivirus programs installed on his/her PC.



    Anyway. As for me, I'll do as you suggested before and I'll try to install the previous version of Ad-Aware /smile.png' class='bbc_emoticon' alt=':)' /> Thank you very much once more for your advice and the quick reply! /biggrin.png' class='bbc_emoticon' alt=':D' />
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  • Support
    I'm sorry Orsi and Dali /sad.png' class='bbc_emoticon' alt=':(' />



    You are welcome, Orsi /smile.png' class='bbc_emoticon' alt=':)' />
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  • Customer
    Hahaha, that's ok, Cecilia /biggrin.png' class='bbc_emoticon' alt=':D' /> It happens, and it's already very late...



    Just an interesting addition, you may be interested: even while having that upload problem with Mediafire, Nakido and Picasa, I never experienced problems while uploading on Photobucket... Strangely.

    Why did some hosting sites fail uploads while others still worked? It's an interesting question /happy.png' class='bbc_emoticon' alt='^_^' />
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  • Support
    I try again /wink.png' class='bbc_emoticon' alt=';)' />



    Hi Dali,



    Skip the first paragraph in my post #11 and please, read only the other two.

    I haven't used the firewall myself, so I don't know much about it /sad.png' class='bbc_emoticon' alt=':(' /> But when you upload a file to Facebook, you do that inside the browser, don't you?

    Can you upload a file in this forum (please click on "More Reply Options" to see how to upload a file)?
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  • Customer
    Thank you CeciliaB for your help. When I can get password to log in to support - http://lavasoft.com/mylavasoft/support/supportcenter/login?destination=support%2Fsupportcenter%2Fcontact_support
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  • Customer
    I get new password ;-) Thank you once more!
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  • Support
    You are welcome, Dali /biggrin.png' class='bbc_emoticon' alt=':D' />



    When you get a solution from LS support, I (and probably more persons) would appreciate if you write the solution here.
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  • Support
    I agree, Orsi, it is too late and it's an interesting question /biggrin.png' class='bbc_emoticon' alt=':D' />
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  • Customer
    Yeah, it'd be great if Dali could report us the official solution for this problem!!! /biggrin.png' class='bbc_emoticon' alt=':D' />



    Ah, if you want to hear another interesting issue with regard to the question, Cecilia, I can tell you this:

    Sometimes it happened (I repeat, SOMETIMES - or rather RARELY, to say it properly) that when I tried to upload on Mediafire and seemed to miserably fail it getting that infamous 502 (permission or connection) error... actually the file got uploaded /blink.png' class='bbc_emoticon' alt=':blink:' />

    I mean.... I don't know if you've ever tried Mediafire, but when you upload there's a progress bar showing the state of your upload. Normally it proceeds gradually towards the 100%, but for me this progress bar behaved in a strange way. Practically, it flashed in a blink of an eye up to a certain percentage (always a different one, no general rule), then the whole situation blocked (as I've described above). After restarting the PC and going to control my Mediafire folder, sometimes I happened to find that despite the error the file got uploaded.

    Was this clear? /glare.gif' class='bbc_emoticon' alt=':glare:' /> I hope it was /biggrin.png' class='bbc_emoticon' alt=':D' />

    I have noooooo clue how this could happen....
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  • Customer
    I will /biggrin.png' class='bbc_emoticon' alt=':D' />
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  • Customer
    Well, Ad-Aware automatically turns off Windows Firewall at the installation, you don't have to turn it off manually /smile.png' class='bbc_emoticon' alt=':)' /> (at least it worked for me this way)
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  • Customer
    I thought I never turn off Windows firewall before so it should be the problem (I do not know that Windows OS has implemented firewall).
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  • Customer
    You're welcome, Dali /wink.png' class='bbc_emoticon' alt=';)' />



    Anyway, you can check it for yourself. Go to the [b]Control panel[/b] of your Windows, there choose "[b]System and Security[/b]" (or you'll have something similar), then click on [b]Windows Firewall[/b]. This should open the screen with the state of your Windows Firewall. If you see it in red with a nice red X (instead of the green header with the usual green shield), then it's disabled - just like as it should be when you have Ad-Aware with its firewall installed.
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  • Customer
    My colleague told me this possibility of automat. turn off by Ad-Aware. Thanks orsi /biggrin.png' class='bbc_emoticon' alt=':D' />
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  • Customer
    Hi again,

    I try some testing.

    1. When I want to send file (Ad-Aware Pro 10 is running with all features ON, only gaming mode is OFF) via facebook message then small text file (50kb / .txt), bigger text file (1,2MB / .doc) and smaller JPG file (450kB) is successfuly sent.

    2. But problem is with bigger JGP file ( 5MB tested). This file is upload after long time (15 minutes compare to 30 seconds without AA10 Pro) but file is only upload and message can not be definitively sent, mozilla panel is still reading (grabbing) but that is all.

    I can not browse/view another webpage in next opened panel during uploading file in both (1. small and 2. bigger JPG) cases, mozilla is only reading but not displaying page. After upload 1. smaller jpg mozilla starts running properly.



    It is not necessary to restart PC after unsuccessful upload/sending of big JPG - close only AA10 Pro and you can open new mozilla panel and normal browsing is possible (need not to restart mozilla too).



    When "connection" failed after unsuccessful sending/upload big JPG file (tested only on facebook) then when I close mozilla and close AA10 Pro (or restart PC) than I need to log in to facebook although I have automatic log in (stay logged in) option.



    I think that it should be problem not with Ad-Aware advanced Firewall but with "SAFE BROWSING" module. This module sometimes "block" normall pages like my igoogle page ( [url="http://www.google.cz/ig"]http://www.google.cz/ig[/url] )or other.



    So thats all and I´m still waiting answer from official support centre.
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  • Customer
    Orsi, I have checked it and Windows Firewall was turned off as you wrote above ;-)
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  • Customer
    /smile.png' class='bbc_emoticon' alt=':)' /> OK, I try your procedure when I´ll be back from the nightshift.
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  • Customer
    Hi CeciliaB,



    thank you for your support /biggrin.png' class='bbc_emoticon' alt=':D' />



    Now I tested turn off advanced features and there is clear conclusion - the problem is with "[b]Shop & Bank Safely Online[/b]" module. All other features could be running and internet/mozilla is working properly.



    (When "Shop & Bank Safely Online" module is OFF - it is OK, when I turn ON this module and don´t close mozilla it is still OK. But when I close mozilla and then I turn ON "Shop & Bank Safely Online" module, the problem occures again after starting mozilla and uploading file (JPG 3MB tested). )



    (I try unmark/uncheck only "Enable Bad Web Site Blocking" in "Shop & Bank Safely Online" module but problem still persits.It is neccessary to uncheck "Enable" option (whole module OFF) )



    (So I hope that it is useful information for us. But I want use this feature of "Shop & Bank Safely Online" module (there is no other possibilty to configure this - only two check box)) I sent this testing report to official support too.)



    Have a nice day /wink.png' class='bbc_emoticon' alt=';)' />
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  • Support
    Hi dali,



    Please, report good web pages that are blocked in the forum http://www.lavasoftsupport.com/index.php?/forum/93-report-a-false-positive/ so the definitions can be corrected.



    Good that you don't need to restart the computer /smile.png' class='bbc_emoticon' alt=':)' />



    I'm having Ad-Aware Pro and Firefox, but I'm not using the firewall since I have used another one during several years. I have been able to upload files to Dropbox and here in the forum without any issues and I think it has a couple of files that have been at least 5 MB. But, please, try what happens if you turn off features in Ad-Aware.



    It often takes 2-3 days until LS support answers, since they are quite busy due to all problems with Ad-Aware 10. Maybe they have to prioritize the persons with really serious issues (Windows not starting etc.), I don't know how they work.
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  • Support
    Hi Dali,



    Thank you very much" /smile.png' class='bbc_emoticon' alt=':)' />

    Very useful information, now I can ask my contact person at Lavasoft if she knows anything about it. It is after office hours now, but I'll ask tomorrow.
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