Claudiano

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Hi, I connected my computer today and as usual I opened my Emsisoft AntiMalware to see if it was updated, I checked it was 19 hours ago without updating, I rebooted Windows and nothing, it gets frozen 'connecting' and never updates, which I should do? thanks in advance
 

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Can you browse other websites?    (Clearly yes, if it's that computer you are using to update this problem record, but maybe you're using a different machine to tell us?)

Can you open a command window and try commands:

   ipconfig /all

which should list details of each of your machine's network interfaces,  and

   ping cdn.emsisoft.com 

which will try to send a small test to that server.

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@Barsuk - your problem has nothing at all to do with the problem that @Claudiano has, so you should have started a thread/discussion of your own instead of hijacking his.

Also, although you have described your issue in English, the screenshots are in... Russian?  If Russian is your own language it might be more sensible to post in the Russian sub-forum here and get help from others who speak that language.  

I do not know what the files in  C:\WINDOWS\TEMP   are.  These are NOT the normal user's temporary files which are in places like (on W8.1)   C:\Users\userid\AppData\Local\Temp      - I would
assume they are something placed there by some Windows process.  I wouldn't think that any Emsisoft product would place any files in this OS-owned folder.

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@Claudiano - you say you reinstalled.   Did you have any difficulty uninstalling the old version?   The usual advice to anyone uninstalling is to reboot twice after doing it - did you do that?   Also there's a cleanup tool that you can use (if you download it with another PC?) to make sure that the old version is properly uninstalled.  See:

 https://helpdesk.emsisoft.com/Knowledgebase/Article/View/150/45/how-can-i-completely-uninstall-an-emsisoft-product

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Guest Tempus

Hi Claudiano

Maybe this is a wild shot but you can try this out while you're waiting for Emsisoft to analyse your log.  Open Emsisoft Anti Malware and go to " Settings " click on " Privacy " and uncheck the Use SSL encryption for all server communication" reboot and try to update.

Regards

Tempus

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1 minute ago, Tempus said:

Oi Claudiano

Talvez este seja um tiro selvagem, mas você pode tentar isso enquanto espera que a Emsisoft analise seu registro. Abra o Emsisoft Anti Malware e vá para "Configurações" clique em "Privacidade" e desmarque a criptografia Usar SSL para toda a comunicação do servidor "reinicie e tente atualizar.

Saudações

Tempus

I've done this several times, and it did not work 
 

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8 minutes ago, JeremyNicoll said:

Does the machine with EAM on it have a working internet connection?    Are you using it or something else to post here?

Yes, the computer I talk to is the same, I normally navigate, everything working, except Emsisoft AntiMalware that can not connect the updates
 

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Thank-you.  In the log file you attached for Emsisoft to see, about a couple of hundred lines in (at least in a log I just made on my machine) there's the results of tests of connectivity to update servers.   I wonder what you see in the corresponding section?   Please do not copy&paste the whole log here - some of it contains private information about your system.

Here, what I see in that part of the log is as follows (and note that the 'traceroute' commands here did not work but your ones probably will):

---------------------------------
- Test Update Server Connection -
---------------------------------

HTTP Headers for arctic.emsisoft.com:

--
HTTP/1.1 200 OK
Content-Length: 168
Content-Type: text/html
Last-Modified: Mon, 18 Sep 2017 13:33:50 GMT
Accept-Ranges: bytes
ETag: "073ac38230d31:0"
Server: Microsoft-IIS/8.5
x-emsisoft: api1
Date: Fri, 22 Sep 2017 23:40:47 GMT

--


Page content for arctic.emsisoft.com:

--
<!DOCTYPE html>
<html>
<head>
    <meta charset="utf-8" />
    <meta http-equiv="refresh" content="0;https://www.emsisoft.com">
</head>
<body>
</body>
</html>
--


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

  1  General failure.

Trace complete.


Local DNS information for arctic.emsisoft.com:
Non-authoritative answer:

DNS request timed out.
    timeout was 2 seconds.
Server:  UnKnown
Address:  194.168.4.100

Name:    arctic.emsisoft.com
Address:  136.243.128.18

______________________________

 


HTTP Headers for dl.emsisoft.com:

--
HTTP/1.1 200 OK
Date: Fri, 22 Sep 2017 23:40:50 GMT
Keep-Alive: timeout=5
Connection: Keep-Alive
Accept-Ranges: bytes
ETag: 1503978504
Cache-Control: private, max-age=86400
Content-Length: 142
Content-Type: text/html; charset=utf-8
X-HW: 1506123650.dop001.lo3.t,1506123650.cds016.lo3.shn,1506123650.dop001.lo3.t,1506123650.cds048.lo3.c
Last-Modified: Tue, 29 Aug 2017 03:48:24 GMT

--


Page content for arctic.emsisoft.com:

--
<!DOCTYPE html><html><head><meta charset="utf-8" /><meta http-equiv="refresh" content="0;https://www.emsisoft.com"></head><body></body></html>
--


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

  1  General failure.

Trace complete.


Local DNS information for dl.emsisoft.com:
Non-authoritative answer:

Server:  cache1.service.virginmedia.net
Address:  194.168.4.100

Name:    cds.z9k5w6b8.hwcdn.net
Addresses:  205.185.216.42
      205.185.216.10
Aliases:  dl.emsisoft.com
  

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10 minutes ago, JeremyNicoll said:

Thank-you.  In the log file you attached for Emsisoft to see, about a couple of hundred lines in (at least in a log I just made on my machine) there's the results of tests of connectivity to update servers.   I wonder what you see in the corresponding section?   Please do not copy&paste the whole log here - some of it contains private information about your system.

Here, what I see in that part of the log is as follows (and note that the 'traceroute' commands here did not work but your ones probably will):

---------------------------------
- Test Update Server Connection -
---------------------------------

HTTP Headers for arctic.emsisoft.com:

--
HTTP/1.1 200 OK
Content-Length: 168
Content-Type: text/html
Last-Modified: Mon, 18 Sep 2017 13:33:50 GMT
Accept-Ranges: bytes
ETag: "073ac38230d31:0"
Server: Microsoft-IIS/8.5
x-emsisoft: api1
Date: Fri, 22 Sep 2017 23:40:47 GMT

--


Page content for arctic.emsisoft.com:

--
<!DOCTYPE html>
<html>
<head>
    <meta charset="utf-8" />
    <meta http-equiv="refresh" content="0;https://www.emsisoft.com">
</head>
<body>
</body>
</html>
--


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

  1  General failure.

Trace complete.


Local DNS information for arctic.emsisoft.com:
Non-authoritative answer:

DNS request timed out.
    timeout was 2 seconds.
Server:  UnKnown
Address:  194.168.4.100

Name:    arctic.emsisoft.com
Address:  136.243.128.18

______________________________

 


HTTP Headers for dl.emsisoft.com:

--
HTTP/1.1 200 OK
Date: Fri, 22 Sep 2017 23:40:50 GMT
Keep-Alive: timeout=5
Connection: Keep-Alive
Accept-Ranges: bytes
ETag: 1503978504
Cache-Control: private, max-age=86400
Content-Length: 142
Content-Type: text/html; charset=utf-8
X-HW: 1506123650.dop001.lo3.t,1506123650.cds016.lo3.shn,1506123650.dop001.lo3.t,1506123650.cds048.lo3.c
Last-Modified: Tue, 29 Aug 2017 03:48:24 GMT

--


Page content for arctic.emsisoft.com:

--
<!DOCTYPE html><html><head><meta charset="utf-8" /><meta http-equiv="refresh" content="0;https://www.emsisoft.com"></head><body></body></html>
--


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

  1  General failure.

Trace complete.


Local DNS information for dl.emsisoft.com:
Non-authoritative answer:

Server:  cache1.service.virginmedia.net
Address:  194.168.4.100

Name:    cds.z9k5w6b8.hwcdn.net
Addresses:  205.185.216.42
      205.185.216.10
Aliases:  dl.emsisoft.com
  

Do I have to log again and send the same lines as you sent? it's my personal desktop, and I do not use proxy..
 

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Well, do you think the equivalent lines in your log look as if the commands concerned worked?  DId they produce sensible answers?    Do they show any headers or content for the test pages?   And did the traceroute commands produce normal output?         (Traceroute on my machine is normally disabled and as I didn't know until I ran it what the diagtool would do, no output from those commands is not a surprise to me.)

I presume you're Italian... but are you using the machine in Italy?  You're not in China or Egypt or somewhere where the government interfere with internet traffic?

Do you have a software firewall on your machine (Windows Firewall, or some other one)? If so have you changed any of its rules lately?

I have no idea what your machine's problem is; all I was trying to do was find out what appears to be working and what isn't.

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In your third post you showed an HTTP 504 error.     A  504 means some machine (some form of proxy) timed-out.    If that proxy isn't in your network, then I suppose it might be a problem in the CDN (Content Delivery Network) where Emsisoft host their updates.   The way CDNs work, people in other countries don't see the same machines as - perhaps - you do.   This might be something that you'll just have to wait for a fix for, unless Emsisoft support can point you at a different set of servers.

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There are websites where you can test if some other site is up or not.   When I use those (in the UK) to test if   arctic.emsisoft.com     is up, they say it is.  That means that a test message (a ping) sent to arctic.emsisoft.com  gets replied to.    It might be useful for you to see if there are any test sites in your country that you could ask if  arctic.emsisoft.com   is up.   If nothing else it might prove to you that the problem is not on your machine.

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In all other sites everything works, I downloaded some programs and everything right, only in Emsisoft comes that mistake, do what now? by the way I will have to uninstall Emsisoft and install another solution, because I can not run out of antivirus on my computer, since Emsisoft does not update 
 

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I just tried a site that says it tests websites from various locations, using: https://geopeeker.com/fetch/?url=cdn.emsisoft.com

and also https://geopeeker.com/fetch/?url=arctic.emsisoft.com

Both seemed to work, which isn't helpful.    It means that the servers used by the test site could see the two emsisoft servers ok.

Does your ISP have any online diagnostic tools if you look on their website?   Or, do they have a status page that says whether they think their service is working ok?   ISPs do more than just provide connectivity between you and them.

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Just now, Claudiano said:
In all other sites everything works, I downloaded some programs and everything right, only in Emsisoft comes that mistake, do what now? by the way I will have to uninstall Emsisoft and install another solution, because I can not run out of antivirus on my computer, since Emsisoft does not update 

 

Yeah, but EAM is trying to fetch updates from commercial CDN servers.  Unless any of your other downloads were also coming from the same CDN you wouldn't see that problem.   Most users have no idea what sorts of files come from CDNs and what come from ordinary webservers.   If you download a file from a normal website, it very likely does not come from a CDN.   For example, here in the UK many people download TV programmes "from the BBC".  But in fact the files come from CDNs who host the files on behalf of the BBC. 

For Emsisoft, hosting updates on CDNs mean that other companies are responsible for hosting the files, all over the world.  I think you're just unlucky and there's a problem with that in your part of the world at the moment.

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Well, I'm out of ideas.  And of course, whereas Emsisoft can contact the CDN companies (if they have to), I cannot. 

You might be unlucky here, because (in the UK) it's now between Friday and Saturday - 2am or so - and Emsisoft support can be iffy over a weekend.   On the other hand, GT500 is, I think, in a similar timezone to you, and might be along soon.

I hope you find a solution.

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10 minutes ago, JeremyNicoll said:

Well, I'm out of ideas.  And of course, whereas Emsisoft can contact the CDN companies (if they have to), I cannot. 

You might be unlucky here, because (in the UK) it's now between Friday and Saturday - 2am or so - and Emsisoft support can be iffy over a weekend.   On the other hand, GT500 is, I think, in a similar timezone to you, and might be along soon.

I hope you find a solution.

and is frozen at 7%, by the way is a problem of connection with the servers of Emsisoft, I will wait for a solution, and apparently, only Monday, until then I will have to install another solution, since I can not be with an antivirus that does not update. Thank you my friend, I did not solve my problems but it helped me a lot, thank you for your attention :) 
 
 
 
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Jeremy Nicoll, thanks for the answer. However, I do not think that Eset can incorrectly indicate the origin of this file. Clearly it is said in the explanation that the file was created by the application a2service.exe.

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@Claudiano:

I had the same update issues last weekend. 

I switched to the beta-updates and restarted the machine.

Since then the updates are running fine.

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@StU - good idea, but unfortunately there's no beta available at the moment (nor was there last weekend).  The beta & stable feeds are the same thing at the moment.

That probably means that in your case restarting the machine fixed it, or the update servers themselves came back online.

 

You can see that therer was no Beta if you read: http://changeblog.emsisoft.com/ 

On Sept 01, Emsisoft released 2017.8.0.7904 as a Stable update; that (if you look further down the page) was a Beta from 24 Aug.

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There seems to be an issue with Highwinds CDN servers in Brazil. They're returning an HTTP 504 status code, which means "Gateway Timeout". Probably a configuration issue on the servers. I've asked our management if we can contact Highwinds and ask them to look into it.

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2 hours ago, GT500 said:

There seems to be an issue with Highwinds CDN servers in Brazil. They're returning an HTTP 504 status code, which means "Gateway Timeout". Probably a configuration issue on the servers. I've asked our management if we can contact Highwinds and ask them to look into it.

Thanks Arthur Wilkinson

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Is this working OK now for everyone else?

If it is, then there's no need for any more logs. All we needed was a traceroute to send to our CDN provider to help in identifying the server that was having the issue, and I managed to get one of those the other day. ;)

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I installed it again and everything is fine, now it is updating normally, thanks, it took a little bit (although I understand the support is slow on the weekends) but everything worked out at the end :)

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7 minutes ago, PC reset said:

Emsisoft employees normally don't work on weekends I think. That GT500 was answering your questions on saturday was a surprise for me

I'm glad they work on the weekend, imagine 7 servers stay 4 days without updating, I would gain some more white hair.

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24 minutes ago, RodPaulo said:

I'm glad they work on the weekend, imagine 7 servers stay 4 days without updating, I would gain some more white hair.

Thats for sure :lol:

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20 hours ago, Claudiano said:

I installed it again and everything is fine, now it is updating normally, thanks, it took a little bit (although I understand the support is slow on the weekends) but everything worked out at the end :)

It's good to hear it's working now. If anyone has any further trouble with the updates, then be sure to let us know. ;)

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