MTS

EIS not updating when connected to VPN

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As the title says I am not getting updates when connected to my VPN.
I am getting connection error in the log.

If I disconnect from the vpn it updates fine.
Not sure why this is happening.
It would be good if a notification came up when there is a connection error.
Until I checked the update log I had no idea there was a problem.

Not sure if this is only since the last update. Now on 2017.5.2.7600

Thanks in advance.

emsisoft_fail.png

Edit: Checking logs it was happening before the latest update.

 

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Can you connect to the VPN and then get me a diagnostic log? You can find the instructions for getting the log and a download at this link.

When it's done, it will open a log in Notepad (as explained in the instructions). Please save this log somewhere easy to find, such as on your Desktop or in your Documents folder, and then send it to me in a Private Message so that I can take a look at it.

Important: Don't post the log publicly. It contains a copy of your a2settings.ini file, which contains encrypted license information. If someone were to figure out how to break that encryption, then someone else could use your license key.

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Hi Arthur,

Diagnostic log pm'd

Thanks.

Edit.   I just did a manual update and it worked fine.

Will stay connected to vpn and see what happens.

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Hi Arthur,

Have been able to recreate the problem.
Currently connected to vpn @ 168.1.10.227 (Sydney server)
However when checking for dns leak it shows dns as 168.1.12.36 (Both Softlayer so no actual leak as such.)

Am sending another Diagnostic log now that it is failing as the one sent earlier was when it was working.

When trying to manually update now it is stuck on Initializing.
I have to cancel which takes quite some time to timeout.

Trying to create Emsisoft Diagnostic log connected to Sydney Server.
Stuck on Step 1 of 3 - Checking update.emsisoft.com
Proceeds no further. The script doesn't throw an error to let you know the step failed.
After sending you the pm this morning I then realized that updates were working ok.
I am now connected to a Sydney server whereas this morning it was a Melbourne server.
I don't get a choice of which City it will connect to. Somewhat automatic with just an Australia option.
Will try to get a Melbourne connection again to see if that is working.

Have managed to connect to Melbourne server. It is the same ip as it was this morning. 168.1.75.11
What I have noticed is that when connected to Melbourne server 168.1.75.11 a DNS leak test shows the same ip.
When connected to the Sydney server the dns ip was different. (See beginning of this post)

Updates are once again working fine and if I run the batch file again I am sure it will complete ok.
Script ran fine but I don't think it necessary to send it again as it is the same ip connection and dns as the one sent earlier.

I am puzzled as to what the difference is.
Is there anything further I can do to troubleshoot the problem?

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Interesting, the log shows your DNS server is 208.67.222.222 (OpenDNS). Perhaps there's some sort of DNS related issue caused by the VPN.

 

13 hours ago, MTS said:

Trying to create Emsisoft Diagnostic log connected to Sydney Server.
Stuck on Step 1 of 3 - Checking update.emsisoft.com

Here are the 6 commands that run in the batch file to check the update servers (the first one is what it more than likely appeared stuck on):

tracert update.emsisoft.com
nslookup update.emsisoft.com
tracert dl.emsisoft.com
nslookup dl.emsisoft.com
tracert cdn.emsisoft.com
nslookup cdn.emsisoft.com

You can run those commands in the Command Prompt (hold down the Windows logo key on your keyboard and then tap R to open the Run dialog, type cmd into the field, and click OK to quickly open a Command Prompt). You can paste into the Command Prompt by right-clicking in it.

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Hi Arthur,

Here are the results of the commands you gave me.
I am currently connected to a Sydney server and not able to update.
dns is 168.1.12.36

C:\Windows\system32>tracert update.emsisoft.com

Tracing route to update.emsisoft.com [136.243.128.18]
over a maximum of 30 hops:

  1   582 ms    62 ms    69 ms  10.255.255.254
  2     *        *        *     Request timed out.
  3     *        *        *     Request timed out.
  4     *        *        *     Request timed out.
  5     *        *        *     Request timed out.
 
C:\Windows\system32>nslookup update.emsisoft.com
DNS request timed out.
    timeout was 2 seconds.
Server:  UnKnown
Address:  168.1.12.37

Non-authoritative answer:
Name:    update.emsisoft.com
Address:  136.243.128.18

C:\Windows\system32>tracert dl.emsisoft.com

Tracing route to cds.z9k5w6b8.hwcdn.net [205.185.216.42]
over a maximum of 30 hops:

  1   318 ms    66 ms    70 ms  10.255.255.254
  2     *        *        *     Request timed out.
  3     *        *        *     Request timed out.
  4     *        *        *     Request timed out.
  5     *        *        *     Request timed out.
  6  ^C
 
C:\Windows\system32>nslookup dl.emsisoft.com
Server:  25.0c.01a8.ip4.static.sl-reverse.com
Address:  168.1.12.37

Non-authoritative answer:
Name:    cds.z9k5w6b8.hwcdn.net
Addresses:  205.185.216.10
          205.185.216.42
Aliases:  dl.emsisoft.com

C:\Windows\system32>tracert cdn.emsisoft.com

Tracing route to cds.z9k5w6b8.hwcdn.net [205.185.216.10]
over a maximum of 30 hops:

  1   958 ms    62 ms    69 ms  10.255.255.254
  2     *        *        *     Request timed out.
  3     *        *        *     Request timed out.
  4     *        *        *     Request timed out.
  5  ^C
 
C:\Windows\system32>nslookup cdn.emsisoft.com
Server:  25.0c.01a8.ip4.static.sl-reverse.com
Address:  168.1.12.37

Non-authoritative answer:
Name:    cds.z9k5w6b8.hwcdn.net
Addresses:  205.185.216.10
          205.185.216.42
Aliases:  cdn.emsisoft.com

Edit> I am confused as I am able to browse no problem so dns is resolving ok.

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Hi Arthur,

Running same commands now that I am connected to Melbourne Server.

C:\Windows\system32>tracert update.emsisoft.com

Tracing route to update.emsisoft.com [136.243.128.18]
over a maximum of 30 hops:

  1    71 ms    78 ms    80 ms  10.3.163.254
  2   129 ms    79 ms    79 ms  2.4b.01a8.ip4.static.sl-reverse.com [168.1.75.2]
  3   161 ms    78 ms    77 ms  ae11.dar01.mel01.networklayer.com [168.1.118.130]
  4   112 ms   100 ms    77 ms  ae8.bbr02.nd01.mel02.networklayer.com [50.97.19.76]
  5   125 ms    87 ms    90 ms  ae0.bbr02.eq01.syd02.networklayer.com [50.97.19.64]
  6   113 ms    87 ms    90 ms  ae7.bbr01.eq01.syd02.networklayer.com [50.97.19.60]
  7   235 ms   239 ms   239 ms  ae3.bbr01.cs01.lax01.networklayer.com [50.97.19.192]
  8     *        *        *     Request timed out.
  9   388 ms   311 ms   319 ms  ae0.cbs01.cs01.den01.networklayer.com [50.97.17.83]
 10   364 ms   311 ms   331 ms  ae7.cbs02.cs01.den01.networklayer.com [50.97.17.17]
 11   365 ms   324 ms   314 ms  ae0.cbs02.eq01.chi01.networklayer.com [50.97.17.47]
 12     *        *        *     Request timed out.
 13     *      339 ms     *     ae0.cbs02.tl01.nyc01.networklayer.com [50.97.17.49]
 14   363 ms   319 ms   319 ms  ae9.bbr02.tl01.nyc01.networklayer.com [50.97.17.45]
 15   444 ms   399 ms   401 ms  ae0.bbr01.tg01.lon01.networklayer.com [50.97.18.205]
 16   446 ms   399 ms   399 ms  ae0.bbr01.xn01.fra01.networklayer.com [50.97.18.209]
 17     *        *        *     Request timed out.
 18   444 ms   395 ms   396 ms  core23.fsn1.hetzner.com [213.239.203.154]
 19   435 ms   399 ms   399 ms  ex9k2.rz21.hetzner.de [213.239.203.190]
 20   437 ms   400 ms   400 ms  api1.emsisoft.com [136.243.128.18]

Trace complete.

C:\Windows\system32>nslookup update.emsisoft.com
Server:  8.4b.01a8.ip4.static.sl-reverse.com
Address:  168.1.75.8

Non-authoritative answer:
Name:    update.emsisoft.com
Address:  136.243.128.18

C:\Windows\system32>tracert dl.emsisoft.com

Tracing route to cds.z9k5w6b8.hwcdn.net [205.185.216.42]
over a maximum of 30 hops:

  1    73 ms    76 ms    81 ms  10.3.163.254
  2   129 ms    78 ms    85 ms  3.4b.01a8.ip4.static.sl-reverse.com [168.1.75.3]
  3   105 ms    78 ms    83 ms  ae12.dar02.mel01.networklayer.com [168.1.118.136]
  4   124 ms    78 ms    86 ms  ae9.bbr02.nd01.mel02.networklayer.com [50.97.19.78]
  5   139 ms    99 ms    89 ms  ae0.bbr02.eq01.syd02.networklayer.com [50.97.19.64]
  6   147 ms    87 ms    96 ms  ae7.bbr01.eq01.syd02.networklayer.com [50.97.19.60]
  7   291 ms   241 ms   239 ms  ae1.bbr02.eq01.tok01.networklayer.com [50.97.19.67]
  8   283 ms   239 ms   238 ms  ae7.bbr01.eq01.tok01.networklayer.com [50.97.18.162]
  9   284 ms   238 ms   239 ms  218.100.6.91
 10   327 ms   239 ms   239 ms  es001.tk1.hwcdn.net [173.245.216.68]
 11   280 ms   247 ms   231 ms  map2.hwcdn.net [205.185.216.42]

Trace complete.

C:\Windows\system32>nslookup dl.emsisoft.com
Server:  8.4b.01a8.ip4.static.sl-reverse.com
Address:  168.1.75.8

Non-authoritative answer:
Name:    cds.z9k5w6b8.hwcdn.net
Addresses:  205.185.216.10
          205.185.216.42
Aliases:  dl.emsisoft.com

C:\Windows\system32>tracert cdn.emsisoft.com

Tracing route to cds.z9k5w6b8.hwcdn.net [205.185.216.10]
over a maximum of 30 hops:

  1    70 ms    79 ms    81 ms  10.3.163.254
  2   107 ms    80 ms    79 ms  2.4b.01a8.ip4.static.sl-reverse.com [168.1.75.2]
  3   128 ms    78 ms    78 ms  ae11.dar02.mel01.networklayer.com [168.1.118.132]
  4   129 ms    78 ms    78 ms  ae9.bbr02.nd01.mel02.networklayer.com [50.97.19.78]
  5   120 ms    90 ms    88 ms  ae0.bbr02.eq01.syd02.networklayer.com [50.97.19.64]
  6   134 ms    89 ms    90 ms  ae7.bbr01.eq01.syd02.networklayer.com [50.97.19.60]
  7   230 ms   241 ms   239 ms  ae1.bbr02.eq01.tok01.networklayer.com [50.97.19.67]
  8   277 ms   239 ms   237 ms  ae7.bbr01.eq01.tok01.networklayer.com [50.97.18.162]
  9   277 ms   239 ms   239 ms  218.100.6.91
 10   259 ms   238 ms   241 ms  es001.tk1.hwcdn.net [173.245.216.68]
 11   279 ms   239 ms   239 ms  map2.hwcdn.net [205.185.216.10]

Trace complete.

C:\Windows\system32>nslookup cdn.emsisoft.com
Server:  8.4b.01a8.ip4.static.sl-reverse.com
Address:  168.1.75.8

Non-authoritative answer:
Name:    cds.z9k5w6b8.hwcdn.net
Addresses:  205.185.216.42
          205.185.216.10
Aliases:  cdn.emsisoft.com

Just tried to update connected to Melbourne Server and it failed.
Internet is working fine. Really don't understand this problem at all.

C:\Windows\system32>ping google.com

Pinging google.com [216.58.220.142] with 32 bytes of data:
Reply from 216.58.220.142: bytes=32 time=101ms TTL=55
Reply from 216.58.220.142: bytes=32 time=159ms TTL=55
Reply from 216.58.220.142: bytes=32 time=147ms TTL=55
Reply from 216.58.220.142: bytes=32 time=117ms TTL=55

Ping statistics for 216.58.220.142:
    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 101ms, Maximum = 159ms, Average = 131ms

Second attempt at Manual Update is happening although it is very slow.
30 KB to 80 KB. I am able to get up to 8 MBps down.
I will stay connected to the Melbourne Server and monitor update process.

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> I am confused as I am able to browse no problem so dns is resolving ok.

Is that because your browser co-operates with the VPN and either all its traffic, or at least its DNS resolution is happening at the VPN server?  Whereas (maybe) the tracert commands etc are happening within your normal OS environment on your own PC.  (Or not, it's just a guess.  A quick read of the wikipedia page on VPNs suggests there's umpteen types offering different sorts of service.)

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Hi Jeremy,

The vpn provider is hide.me
This from their web page. Not sure if it explains what you are referring to.
The strange thing is when connected to the Melbourne server there is no problem.
When connecting to the Sydney server EIS can't update. There is some difference but I know not what it could be.

Highly Secure, Encrypted, Zero-Logging DNS
At hide.me VPN, we run our own DNS on every Server for absolute Anonymity

hide.me’s Self-Managed Anonymous DNS Servers

Most internet users typically rely on their ISP’s DNS server or 3rd party services, which tends to monitor and record log of internet users’s activities and block access to certain websites. These DNS servers are unencrypted and vulnerable to hacker attacks. At hide.me, we run our own DNS on every server. When you connect to hide.me VPN, all your internet traffic will be routed via the same tunnelling protocol and protected with the same level of encryption using hide.me’s DNS servers.

Since we run own DNS on every server and you will get the DNS service from same server you are connected to (not true.. see below) so you will receive proper and faster VPN service for that country.

The thing is that when connected to the Sydney server the dns reported by dnsleak is different to the server connected to.
When I am connected to Melbourne the dns reported by dnsleak is the same address as the current connected server.
All dns connections are to Softlayer servers so there are no leaks happening.

My browsing is not affected when connected to Sydney or Melbourne. The only thing affected is EIS being able to connect and update. Weird

Edited by MTS
Removing link to website in case I am accused of promoting them.

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Have you opened the ports in EIS for the VPN? Some VPN connections don't work well if their ports aren't open in the firewall.

If you have already opened the ports, or if doing so doesn't help, then I would suspect that your VPN provider has some sort of DNS related issue with that particular server. Or perhaps it is the VPN software itself trying to override your DNS settings (when it was working your DNS provider appeared to be OpenDNS, so I assume you had manually configured it for OpenDNS at some point, and then it's possible that when it connects to the server that doesn't work it may be changing your DNS settings automatically).

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Hi Arthur,

The protocol I am using to connect is SSTP which means it is using port 443.
I have to use SSTP because my ISP is throttling all other vpn ports. I normally get around 50-70 Mbps down but using OpenVpn it is 2 Mbps.
I am currently connected to a Sydney server (the one having problems with updating EIS) and am browsing normally.

If there was a problem with dns I would not have been able to get to this forum and any other dns requests would be failing.

3 hours ago, GT500 said:

I would suspect that your VPN provider has some sort of DNS related issue with that particular server.

I agree there is something happening related to the Sydney dns but what I don't understand is why it doesn't affect normal browsing. Just the EIS update procedure.
When not using the vpn my dns is as you said using OpenDNS.

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Hi Arthur,

Some more info.

C:\Windows\system32>tracert update.emsisoft.com

Tracing route to update.emsisoft.com [136.243.128.18]
over a maximum of 30 hops:

  1    65 ms    68 ms    69 ms  10.255.255.254
  2     *        *        *     Request timed out.
  3     *        *        *     Request timed out.
  4     *     ^C
C:\Windows\system32>nslookup update.emsisoft.com
Server:  25.0c.01a8.ip4.static.sl-reverse.com
Address:  168.1.12.37 (NOTE: dnsleaktest.com is showing 168.1.12.36) I don't understand why there is a difference here.

Non-authoritative answer:
Name:    update.emsisoft.com
Address:  136.243.128.18


C:\Windows\system32>nslookup dl.emsisoft.com
Server:  25.0c.01a8.ip4.static.sl-reverse.com
Address:  168.1.12.37 (NOTE: dnsleaktest.com is showing 168.1.12.36)

Non-authoritative answer:
Name:    cds.z9k5w6b8.hwcdn.net
Addresses:  205.185.216.10
          205.185.216.42
Aliases:  dl.emsisoft.com

DNS_leaktest.png

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>Address:  168.1.12.37 (NOTE: dnsleaktest.com is showing 168.1.12.36) I don't understand why there is a difference here.

Could it just be that there's more than one machine doing DNS there?  That is, that both .36 and .37 are DNS servers?  

Also, have you followed the advice (eg here) to flush your browser's DNS cache?
https://support.opendns.com/hc/en-us/articles/227988627-How-to-Clear-the-DNS-Cache-on-Computers-and-Web-Browsers

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Just butting in, I use Winscribe and never had any problems. DNS service disabled, even worked fine when enabled. Never had to open ports. Works like a charm for me.

Sorry to hear about yours.

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3 hours ago, JeremyNicoll said:

Could it just be that there's more than one machine doing DNS there?  That is, that both .36 and .37 are DNS servers? 

Yes I realize there are more than one server address able to resolve dns.

I am now connected to the Melbourne server which as I have stated before has no problems updating EIS.
The ip I am connected to is 168.1.75.11. dnsleaktest.com  is showing the same ip address. However if i do ipconfig /all at a Command prompt this is what I get for the SSTP connection.

PPP adapter Hide.ME SSTP:

   Connection-specific DNS Suffix  . : hide.me
   Description . . . . . . . . . . . : Hide.ME SSTP
   Physical Address. . . . . . . . . :
   DHCP Enabled. . . . . . . . . . . : No
   Autoconfiguration Enabled . . . . : Yes
   IPv4 Address. . . . . . . . . . . : 10.3.162.169(Preferred)
   Subnet Mask . . . . . . . . . . . : 255.255.255.255
   Default Gateway . . . . . . . . . : 0.0.0.0
   DNS Servers . . . . . . . . . . . : 168.1.75.8
                                       168.1.75.9
   NetBIOS over Tcpip. . . . . . . . : Disabled


So as you can see when running this command it shows DNS Servers as 168.1.75.8 and 168.1.75.9 so yes there are more than one dns addresses being used.

What I still fail to fathom is why I don't have any issues resolving dns for normal browsing connected to either Sydney of Melbourne but EIS only has a problem updating when connected to the Sydney server. It is obvious that something is different but what it is exactly is a mystery to me.

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DNS Servers . . . . . . . . . . . : 168.1.75.8
                                             168.1.75.9

means (I think?) - that DNS resolution will be attempted at the first address and if that fails, at the second,   That's not at all the same thing as a DNS provider which has a request arrive at, say, 168.1.75.8 internally rerouting that request to one of their other (load balancing) servers. 

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On 6/23/2017 at 7:01 PM, MTS said:

I agree there is something happening related to the Sydney dns but what I don't understand is why it doesn't affect normal browsing. Just the EIS update procedure.

It could simply be certain addresses it has trouble with. Can you use nslookup to check sites like google.com (or google.com.au or google.co.nz)?

There is also the possibility that changing the total number of connections used when updating (Updates settings in EIS), or turning off SSL for connections to our server (Privacy settings in EIS) may have an impact.

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Hi Arthur,

18 minutes ago, GT500 said:

It could simply be certain addresses it has trouble with. Can you use nslookup to check sites like google.com (or google.com.au or google.co.nz)?

At the moment I am unable to get a connection to the Sydney server. I only have a choice of Australia and it mostly connects to Melbourne which works fine.
I will wait until I once again get connected to Sydney and try your suggestions.

 

20 minutes ago, GT500 said:

There is also the possibility that changing the total number of connections used when updating (Updates settings in EIS), or turning off SSL for connections to our server (Privacy settings in EIS) may have an impact.

If there was a problem with total connections or ssl would that not affect updating when connected to the Melbourne server?
It is so strange that it only affects updating EIS. Browsing and resolving dns is not a problem.
I will however try your suggestions the next time I manage to get a Sydney connection.

Thanks for the help.

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18 hours ago, MTS said:

If there was a problem with total connections or ssl would that not affect updating when connected to the Melbourne server?

That would depend on how their server is configured.

 

18 hours ago, MTS said:

It is so strange that it only affects updating EIS. Browsing and resolving dns is not a problem.

That is odd, since we use the WinINet API to connect to our servers, which is the same API that Internet Explorer uses. That being said, there are plenty of cases where applications that use WinINet can't connect to their servers even when Internet Explorer can.

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21 hours ago, GT500 said:

It could simply be certain addresses it has trouble with. Can you use nslookup to check sites like google.com (or google.com.au or google.co.nz)?

This morning I connected to the Sydney server.

C:\Windows\system32>nslookup google.com
Server:  25.0c.01a8.ip4.static.sl-reverse.com
Address:  168.1.12.37

Non-authoritative answer:
Name:    google.com
Address:  216.58.203.110


C:\Windows\system32>nslookup update.emsisoft.com
Server:  25.0c.01a8.ip4.static.sl-reverse.com
Address:  168.1.12.37

Non-authoritative answer:
Name:    update.emsisoft.com
Address:  136.243.128.18


C:\Windows\system32>nslookup dl.emsisoft.com
Server:  25.0c.01a8.ip4.static.sl-reverse.com
Address:  168.1.12.37

Non-authoritative answer:
Name:    cds.z9k5w6b8.hwcdn.net
Addresses:  205.185.216.42
          205.185.216.10
Aliases:  dl.emsisoft.com


C:\Windows\system32>tracert update.emsisoft.com

Tracing route to update.emsisoft.com [136.243.128.18]
over a maximum of 30 hops:

  1    62 ms    71 ms    67 ms  10.3.171.254
  2     *        *        *     Request timed out.
  3     *        *        *     Request timed out.
  4     *        *        *     Request timed out.
  5  ^C
C:\Windows\system32>

I will now try your suggestions re number of connections and turning off ssl

Made no difference. Still unable to update. Any more commands I can try while connecting to the Sydney server?

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21 hours ago, MTS said:

Any more commands I can try while connecting to the Sydney server?

The only thing left is full debug logs for our developers to look through. If you want to try it, then here's what to do:

  1. Open Emsisoft Internet Security from the icon on your desktop.
  2. In the 4 little gray boxes at the bottom, move your mouse into the one that says Support, and click anywhere in that gray box.
  3. At the bottom, turn on the option that says Enable advanced debug logging.
  4. Either click on Overview in the menu at the top, or close the Emsisoft Internet Security window.
  5. Reproduce the issue you are having with not being able to update when connected to your VPN.
  6. Once you have reproduced the issue, open Emsisoft Internet Security again, and click on the gray box for Support again.
  7. Click on the button that says Send an email.
  8. Select the logs in the left that show today's dates.
  9. Fill in the e-mail contact form with your name, your e-mail address, and a description of what the logs are for (if possible please leave a link to the topic on the forums that the logs are related to in your message).
  10. If you have any screenshots or another file that you need to send with the logs, then you can click the Attach file button at the bottom (only one file can be attached at a time).
  11. Click on Send now at the bottom once you are ready to send the logs.

Important: Please be sure to turn debug logging back off after sending us the logs. There are some negative effects to having debug logging turned on, such as reduced performance and wasting hard drive space, and it is not recommended to leave debug logging turned on for a long period of time unless it is necessary to collect debug logs.

Please note that if you have a lot of debugs logs, then you should not send all of them. There is a size limit, and currently there is no error if the message is rejected due to the size being too large. Normally we only need one copy of the 4 or 5 different logs that have been saved after the time you reproduced the issue (the list shows what time each log was saved). Those logs have the following names:

  • Security Center
  • Protection Service
  • Real-Time Protection
  • Firewall
  • Logs database (contains the logs you can view in Emsisoft Internet Security by clicking on Logs at the top of the window).

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Hi Arthur,

Debug logs sent. My first attempt to send them failed, probably due to the same reason I am unable to update when connected to the vpn.

After disconnecting the logs sent ok.

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Thanks. I took a quick look at the logs, and saw a socket error 10060, which (according to Microsoft) means the following:

Quote
Connection timed out.

A connection attempt failed because the connected party did not properly respond after a period of time, or the established connection failed because the connected host has failed to respond.

 

I'll have to send it to our QA team to get a bug report opened for it, and then our developers will take a look at it as soon as they can. While we wait, you may want to contact your VPN provider and see if there is anything they can do about it (since it only happens on one server and not the other it seems to indicate an possible configuration issue with one of their servers).

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18 minutes ago, GT500 said:

Just as a quick test, what happens when you try to visit the following link while connected to the Sydney VPN server?
https://arctic.emsisoft.com/lus/updates

The connection has timed out

19 minutes ago, GT500 said:

Also, when connected to the Sydney VPN server, are you able to download the following file?

The connection has timed out

After disconnecting from Sydney server: Web page connected ok.
Showed this: Authorization has been denied for this request.

File download success.

 

   

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If attempts to connect to "arctic.emsisoft.com" are timing out in the browser as well, then it's definitely an issue with the VPN provider.

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On 30/06/2017 at 7:40 AM, GT500 said:

I'll have to send it to our QA team to get a bug report opened for it, and then our developers will take a look at it as soon as they can

Hi Arthur,

Just wondering whether you heard anything back from the QA team after review of the debug logs.

Thanks!

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I just tested with my VPN which is NordVPN.  I live in Wash DC so I first tested on a local server.  Updated no problem.   THen I switched and connected to a server in Brazil and waited a bit.   Did another update and it went fine.   My conclusion is there no inherent problem

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16 hours ago, MTS said:

Just wondering whether you heard anything back from the QA team after review of the debug logs.

When they saw the socket error in the logs, they said it was a network related issue, and that the VPN server was at fault.

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