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Problems with Automatic Updates


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#1 Bison

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Posted 01 April 2012 - 09:48 AM

Hi,

I've recently changed from nod32 to emsisoft anti-malware, and overall i've been very pleased,
but the one problem i've had is i can't get the automatic updates to work.

I've tried everything, the automatic updates are enabled and set to 30 mins,
i've tried turning them on and off changing the interval, etc but i'm still having to download the updates manually,
i keep getting the windows security alerts telling me my AV is out of date.

I'd be grateful for any help.
Thanks
Bison

#2 Rob R.

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Posted 01 April 2012 - 10:20 PM

Bison,

Welcome on Emsisoft Support forums.

What is shown in Logs > Updates ?

And a screenshot of the automatic update settings might help solving this mystery also...

#3 Bison

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Posted 02 April 2012 - 12:43 AM

Hi,

Thanks for your reply, the update log shows;

Emsisoft Anti-Malware - Version 6.0
update log

Start Date End Date Result Type
01/04/2012 09:49:23 01/04/2012 09:50:57 Update successful Manual update
31/03/2012 00:27:58 31/03/2012 00:28:12 Update successful Manual update
30/03/2012 22:05:50 30/03/2012 22:06:58 Update successful Manual update
30/03/2012 12:16:38 30/03/2012 12:17:58 Update successful Manual update
28/03/2012 10:29:42 28/03/2012 10:31:03 Update successful Manual update
26/03/2012 22:25:39 26/03/2012 22:27:28 Update successful Manual update
25/03/2012 12:53:33 25/03/2012 12:54:27 Update successful Manual update
25/03/2012 04:28:57 25/03/2012 04:29:09 Update successful Manual update
25/03/2012 00:37:54 25/03/2012 00:40:54 Update successful Manual update

and i've attached a screen grab of the automatic update settings.

Thanks
Bison

#4 Rob R.

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Posted 02 April 2012 - 09:14 PM

Hi Bison,
The settings in the image are fine, and there are no errors shown in the update log.
We would like to analyze this further with DebugView logs.

Instructions to help you use DebugView.
1. Please download DebugView from this link: http://technet.micro...s/bb896647.aspx

When downloading, make sure to save it on your Desktop instead of clicking 'Run' or 'Open'.
Right-click on the 'DebugView' file that you just saved on your Desktop, and select "Extract All".

2. Enable debugoutput for Emsisoft Anti-Malware.
Start the windows registry editor. Start > Run, and type regedit and press Enter or click OK.
Navigate to HKEY_LOCAL_MACHINE\SOFTWARE\Emsi Software GmbH
Right-click in the right side (where you see the columns Name, Type, Data) and choose New > DWORD value
You'll see a new value named 'New Value #1'
Change that to GenerateDebugOutput
Doubleclick on the new value GenerateDebugOutput and change the 0 to 1 (this will enable the debugoutput)


3. To prevent a possible lockup while saving the DebugView log file, exclude the DebugView process from Emsisoft Anti-Malware.
Open Emsisoft Anti-Malware. Go to Guard > File Guard and click 'Manage whitelist'
In the first column, select Process
Click in the second column, a button with a few dots appears.
Use that button to select the Dbgview.exe file
By default the process will be excluded from scanner, file guard and behavior blocker. That's fine.

4. Open the new DebugView folder that was created on your Desktop after extracting
5.Windows XP and 2000 users should double-click on the file named 'Dbgview'. Windows 7 and Vista users should right-click and select "Run as Administrator".
6.Click on the 'Capture' menu, and select everything except "Log Boot" (you will have to open the menu again after clicking to select an item).
7.Do whatever it is you need to in order to replicate the issue. In this case, wait at least 40 minutes for the auto-update that should occur.
8.After you have replicated the issue you can switch back to DebugView and click 'File' and "Save As" in order to save the log to a file on your Desktop.
9. If the log file is a very big file, you can use winrar or winzip to decrease the size.
10.Please attach that log file to a reply so that we can analyze it.

To disable the debugoutput in registry, change the dword value for GenerateDebugOutput from 1 to 0.
Start > Run > and type regedit and press Enter or click OK. Navigate to HKEY_LOCAL_MACHINE\SOFTWARE\Emsi Software GmbH
Doubleclick on GenerateDebugOutput and change the value form 1 to 0.


p.s. It would be great if you could restart the PC and log with debugview for a longer period while you are not using the PC.

#5 Bison

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Posted 03 April 2012 - 08:03 AM

Hi,

I followed your instructions restarted the computer and let the DebugView Log run overnight,
as soon as i restarted there was a windows security alert telling me that EAM is out of date and
the alert was still there this morning, so it hasn't updated during the night.

Hope i did the log O.K. ?
Thanks
Bison[attachment=10824:EAM DebugView Log 1.rar]

#6 Sergey

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Posted 03 April 2012 - 03:36 PM

Hi Bison,

thank you for the log file, it was created correctly. i've found a minor issue in this file, but it was already fixed some time ago. it will be great if you'll try to reproduce the auto-update problem once again, but using the latest beta builds of the Anti-Malware at this time.

please download the latest betas by enabling "Use beta updates" option in the "Update settings" section and start manual update, restart your PC after downloading new files and create a new DebugView log as it was done earlier by you.

i hope what update problem will be solved by new builds, but if not... a new log file will help me to find a reason of it.


Best regards, Sergey.

#7 Bison

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Posted 04 April 2012 - 09:45 AM

Hi Sergey,

Thanks for getting back to me.
I've updated to the latest beta updates but The Auto Updates still don't seem to be working.
I've run another log file overnight and attached it.

Another thing i wanted to ask is when i bought my licence it said that,
a free full version of CyberGhost VPN would be incuded but i never received it.
I'd be grateful if you could let me know how to get it.

Thanks
Bison

#8 Christian Peters

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Posted 04 April 2012 - 12:59 PM

Another thing i wanted to ask is when i bought my licence it said that,
a free full version of CyberGhost VPN would be incuded but i never received it.
I'd be grateful if you could let me know how to get it.

Thanks
Bison


Hi Bison,

thank you very much for the DebugView logfile. It will be forwarded to our developers.

Also please tell me the referencenumber you got during the order process. I will take a look for your missing CyberGhost license.
Christian Peters [Support]
Emsisoft Team - www.emsisoft.com

#9 Bison

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Posted 04 April 2012 - 01:19 PM

Hi Christian,

Thats great thanks,
ctrlaltdelete has allready contacted me about the CyberGhost licence and sorted it out.

Thanks
Bison

#10 Christian Peters

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Posted 04 April 2012 - 01:28 PM

Hi Bison,

ok and thank you for the feedback.

If you have any more questions or problems, just let us know.
Christian Peters [Support]
Emsisoft Team - www.emsisoft.com

#11 Sergey

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Posted 05 April 2012 - 07:36 AM

Hi Bison,

thank you for the new log, but i want to ask you to create one more log file. EAM scheduler is not able to calculate a valid time on your system, and i need to take a look on its calculations.

please restart your PC, execute DebugView application, open EAM main window, disable and reenable automatic updates. it is not required to log EAM behavior for a long time anymore, i just need a moment on enabling automatic updates.

Best regards, Sergey.

#12 Bison

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Posted 05 April 2012 - 08:33 AM

Hi Sergey,

I've attached the log you needed,
Thanks very much for your help.

Bison

#13 Sergey

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Posted 05 April 2012 - 11:28 AM

Thank you, Bison. I was able to find the reason of your problem, and i hope what it will be fixed soon... but i still have one more minor question to you: did you made manual update after downloading beta version of the EAM?

If no, please do it. Restart your PC after that, and check for auto-update.

#14 Bison

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Posted 05 April 2012 - 12:52 PM

Hi Sergey,

I tried what you suggested and that seems to have done the trick,
for the first time there's a succsessful automatic update in the update log.

Thanks very much for all your help.
Bison

#15 Sergey

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Posted 05 April 2012 - 03:38 PM

great news. this problem will be completely solved soon, but your installation of the EAM must work correctly now.
please inform us if this issue will appear again.

Best regards, Sergey.

#16 Bison

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Posted 06 April 2012 - 06:21 PM

Hi Sergey,

Sorry to bother you again but it's stopped automatically updating again.

It worked pefectly all yesterday, but when i switched my computer on today,
emsisoft popped up telling me i was using a trial version, and if i had a licence key to enter it.
I'ts the first time i'ts ever done that, and when i clicked to enter the licence number, it was already displayed there,
so i clicked enter and it recognised my licence.

But since then the automatic update has stopped working again, i tried what worked before but no luck.

Best Regards
Bison

#17 Sergey

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Posted 09 April 2012 - 08:10 AM

Hi Bison,

It looks like you switched back to the stable update, and this switching was the cause of a license request on system startup and reappearance of the auto-update bug.

At this moment auto-update issue reported by you was fixed only the beta builds.

#18 Bison

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Posted 09 April 2012 - 11:26 AM

Hi Sergey,

Thanks for getting back to me.
Yes i figuared that out this morning, i've done the same procedure as before,
and the Auto Update is working fine again, only this time i'll keepm the Beta Updates ticked :)

Thanks
Bison

#19 Łukash

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Posted 26 April 2012 - 09:11 PM

The problem still exists, according to the helpdesk informatiom, and ifrormation from this topic, this problem should be resolved in this version - 6.5.0.11 ,but it did not happen. Emsisoft Anti-Malware 6.5.0.11, does not update automatically, what can I do to solve the problem ?

#20 Łukash

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Posted 28 April 2012 - 11:13 AM

Any ideas ? I should add that - when update is set to a specific hour, is functioning properly.

#21 Sergey

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Posted 01 May 2012 - 02:22 PM

Hi Łukash, I think what you have a bit another problem. Cause of the previously reported issue was a slightly modified licensing system, and it was completely solved in the latest builds.

May i ask you to create a DebugView log as it was described by ctrlaltdelete a bit above: http://support.emsis...dpost__p__47412

It is not required to capture a large debug output, will be enough to start DebugView and make some changes in the automatic updates settings (for example disable and enable it once again).

#22 Łukash

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Posted 02 May 2012 - 10:11 AM

Hi Sergey.
Debugger log postet. I hope I made it as well.
I have problem with ISP and with upload(1.5h - done :D ) , thats why i split zip file with HJSplit (License for usage: HJSplit is freeware for personal and corporate use. .But i thing its not a problem, because manual update and download still working fine...
http://speedy.sh/TJhmS/db.zip.001
http://speedy.sh/fh8zt/db.zip.002


#23 Sergey

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Posted 04 May 2012 - 05:03 AM

Hi Łukash, thank you for the debug log. Seems i know what's the cause of your problem. You has a wrong settings of the automatic update: "Interval end" value is lower than value of "Interval star", but it must be higher. Please fix it, and automatic update will start to work correctly.

#24 Łukash

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Posted 04 May 2012 - 10:39 AM

Hi Sergey.
Still the same problem. I set the interval as You proposed - nothing, next step - manualy update (without any changes) - nothing.

You has a wrong settings of the automatic update


This is default setting after installation EAM - Interval end value is lower than value of Interval start...

#25 Łukash

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Posted 04 May 2012 - 02:37 PM

Maybe I can make another debug log : during the update start- when is set on specific hour, and on interval - when i have problem ? It is posibble to log update moment ?


#26 Łukash

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Posted 04 May 2012 - 04:17 PM

I think i found a problem :) I had set "manual" option, of scan files in quarantine after update ,when i switch option to "silent" - auto update with interval started to operate :), when i switch again to "manual" - still works.

#27 Sergey

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Posted 06 May 2012 - 04:41 AM

Hi Łukash, I'm glad to hear what your problem was solved.




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