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Thread: ZA AV update task "encounters an error"

  1. #1
    vbvbvbvb Guest

    Default ZA AV update task "encounters an error"

    My ZA AV is set up to check for and install anti-virus updates every Wednesday. This has worked fine since I renewed my license last July. Yesterday (Wednesday) my computer was offline all day, so it couldn't update. Today Windows notifies me that my anti-virus is out of date and needs updating. So I open ZA AV and look at the Anti-virus tab. It says "Update overdue, click to update."
    I click on that link, and it pops up a window saying "Checking for new Anti-Virus updates". Then it says "(!)Anti-Virus: The task encountered an error"

    I've tried a number of times, and get the same uninformative message. The LOG says "Anti-virus attempted but failed to receive the latest dat file and/or engine updates" and "update error".

    My internet connection is working fine. My ZA subscription expires next July. I can't think of what else might be wrong. Any ideas?

    Operating System:Windows XP Home Edition
    Software Version:5.x
    Product Name:ZoneAlarm Antivirus

  2. #2
    Join Date
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    Default Re: ZA AV update task "encounters an error"

    Hi!every wednesday? Not really possible, you mean the scheduling for scanning your system?Maximum frequency of antivirus updates is once perday (not recommended).See thelink below to correct the issue:http://www.zonealarm.com.au/main/kb_...asp?KBID=11433Follow the steps one by one up to when you get it fixed...Cheers,Fax

    Click here for ZA Support
    Monday-Saturday 6am to 10pm Central time
    Closed Sundays and Holidays

  3. #3
    vbvbvbvb Guest

    Default Re: ZA AV update task "encounters an error"

    You're right, of course: It was the scan that was scheduled for Wednesdays. The update-check was hourly.

    So, I did everything in KB 11433: I deleted Updates and temporary files and rebooted - The Update still "encountered an error". I'm using broadband, no proxy. Double checked to make sure. I updated the firewall zone hosts to include the three zonelabs domain names listed, and rebooted. Problem still exists. Then I did a clean removal and re-install: Downloaded latest Setup file: zaAvSetup_80_298_000_en.exe, and ZA_CLEAN.EXE.

    At this point I discovered that I already had a copy of 80_298, downloaded just the day before my problem started happening, a few days ago. In fact, it appears to me that there was no problem at all until this new version was downloaded and installed, I guess automatically -- no AV definitions updates have successfully worked since then.

    Nevertheless, I ran ZA_CLEAN.EXE to expunge ZA-AV, rebooted, and then ran zaAvSetup_80_298_000_en.exe and "successfully" reinstalled 80_298. Then I tried to update the virus definitions - same result. No work.

    It checks for updates, then starts to download the update file(s). It runs for a couple of minutes - 8 green blobs in the progress bar. Then it jumps to 4 green blobs, then 3, and then it says "The task encountered an error" and fails to update the virus definitions.

    So I ran ZA_CLEAN again, and re-installed the old old version: zaAvSetup_80_059_000_en.exe. Alas, same problem.

    Any ideas? Thanks.

  4. #4
    Join Date
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    Default Re: ZA AV update task "encounters an error"

    Hi!possibly a router problem or a malware problem?Post the content of the AV update log... C:\Windows\System32\ZoneLabs\avsys\_updLog.txtChee rs,Fax

    Click here for ZA Support
    Monday-Saturday 6am to 10pm Central time
    Closed Sundays and Holidays

  5. #5
    vbvbvbvb Guest

    Default Re: ZA AV update task "encounters an error"

    Although I normally have a router between my PC and my broadband transceiver, I have removed it from the network to keep things simple. SO, no router at my end. PC Plugged directly into broadband. HOWEVER, I see some entries in the log below referring to ki-proxy2.kos.net:3128 (My ISP is kos.net). Double checking: IE7 > Tools > Internet Options > Connections > LAN Settings, Proxy Server not ticked, no settings in Address or Port areas.

    Here's the start and end of the log file: I have removed lots of lines in the middle, as first attempts failed. Your Board Post page first said there was a 1MB max, then after I cut it down it said there was a 20 KB max.

    The entire log may be viewed or downloaded at: http://www.abbeyfieldkingston.org/ZAAVTLOG.txt

    16:10:30: ================================================== =======
    16:10:30: ===== Trace log started. Fri Mar 27 16:10:30 2009 =====
    16:10:30: ================================================== =======
    16:10:30: Directory "product_path" not exists: C:\WINDOWS\system32\zonelabs\avsys\product
    16:10:30: Directory "reserve_dir" not exists: C:\WINDOWS\system32\zonelabs\avsys\reserve
    16:10:30: Updater build: 1.2.007, compiled for: Kaspersky Anti-Virus for Windows Workstations:5.0.676.0
    Executable file name: C:\WINDOWS\system32\ZoneLabs\UpdClient.exe
    16:10:30: Usage of proxy server is disabled for all sources, because proxy server address is not specified
    16:10:30: Updater configuration:
    product 'ZAAV'
    version ''
    16:10:30: Updater settings:
    current user: SYSTEM
    local region Russia
    Update objects: update bases enabled, update patches enabled
    Retranslation is not required
    AdminKit transport is enabled
    network timeout 20
    log level 10
    FTP works in active mode
    rollback folder C:\WINDOWS\system32\zonelabs\avsys\reserve
    retranslation folder
    temporary folder C:\WINDOWS\system32\zonelabs\avsys\temp
    updates_retransl 0
    proxy server address :8080
    16:10:30: authorization methods: none
    16:10:30: updater identity string: AAAA5iPBA
    16:10:30: force ignore proxy mode
    16:10:30: Product configurarion:
    application: 0
    installation identifier: 15449
    session identifier: 2
    serial number:
    product folder: C:/WINDOWS/system32/zonelabs/avsys/product/
    root folder: C:/WINDOWS/system32/zonelabs/avsys/root/
    language: 1
    OS: OS Windows 5.0
    Components: 'AVS':5.0.0.0, 'Updater':5.0.0.0
    16:10:30: Getting updater lists for product 'ZAAV'
    16:10:30: Source list:
    user defined URL http://kav.zonelabs.com/, proxy disabled
    user defined URL http://kav.zonelabs.com/, proxy disabled
    user defined URL http://kav.zonelabs.com/, proxy disabled
    16:10:30: Downloading files from user defined URL http://kav.zonelabs.com/, proxy disabled
    16:10:30: Network layer timeout is set to 20 seconds
    16:10:30: Update started
    16:10:30: XML configuration file is not found 'C:/WINDOWS/system32/zonelabs/avsys/root/updcfg.xml'
    16:10:30: Using hardcoded root update description file information
    16:10:30: Read configuration from file 'C:/WINDOWS/system32/zonelabs/avsys/root/updcfg.xml': primary index = 'file master.xml, Application , Component , relative URL index/, local path /, original path , size -1, signature , entry is obligatory'
    16:10:30: Update primary index information: 'file master.xml, Application , Component , relative URL index/, local path C:/WINDOWS/system32/zonelabs/avsys/root/, original path , size -1, signature , entry is obligatory'
    16:10:30: ========= Downloading primary index to update temporary folder C:/WINDOWS/system32/zonelabs/avsys/temp/ZAAV/index/ =========
    16:10:30: Try directoried update structure to download primary index file
    16:10:30: Host name kav.zonelabs.com resolved and added to cache, address is: 72.247.244.40
    16:10:30: HTTP get file: authorization type: no authorization (phase: no information about authorization)
    16:10:30: Host name 72.247.244.40 resolved and added to cache, address is: 72.247.244.40
    16:10:30: Connected to 72.247.244.40
    16:10:30: Connected successfully to 72.247.244.40
    16:10:30: Published: ev_type = 'UPD_ServerConnected', parameters: 'Srv' = 'kav.zonelabs.com'
    16:10:30: HTTP request sent:
    GET /index/master.xml.klz HTTP/1.0
    Host: kav.zonelabs.com
    Pragma: no-cache
    Cache-Control: no-cache
    Connection: keep-alive
    User-Agent: AAAA5iPBA

    16:10:30: HTTP response received. Header:
    HTTP/1.0 404 Not Found
    Server: Apache
    Content-Type: text/html; charset=iso-8859-1
    Date: Fri, 27 Mar 2009 20:10:18 GMT
    Content-Length: 15
    X-Cache: MISS from ki-proxy2.kos.net
    X-Cache-Lookup: HIT from ki-proxy2.kos.net:3128
    Via: 1.0 ki-proxy2.kos.net:3128 (squid/2.7.STABLE6)
    Connection: close
    16:10:30: HTTP message successfully received, content length = 15
    16:10:30: Facility requested to close connection
    16:10:30: Get remote files result: File not found
    16:10:30: Plain update structure is used, because failed to get file master.xml.klz from dirictoried structure
    16:10:30: Hostname kav.zonelabs.com resolved from cache, address is: 72.247.244.40
    16:10:30: HTTP get file: authorization type: no authorization (phase: authorization is not required)
    16:10:30: Hostname 72.247.244.40 resolved from cache, address is: 72.247.244.40
    16:10:30: Connected to 72.247.244.40
    16:10:30: Connected successfully to 72.247.244.40
    16:10:30: Published: ev_type = 'UPD_ServerConnected', parameters: 'Srv' = 'kav.zonelabs.com'
    16:10:30: HTTP request sent:
    GET /master.xml.klz HTTP/1.0
    Host: kav.zonelabs.com
    Pragma: no-cache
    Cache-Control: no-cache
    Connection: keep-alive
    User-Agent: AAAA5iPBA

    16:10:30: HTTP response received. Header:
    HTTP/1.0 404 Not Found
    Server: Apache
    Content-Type: text/html; charset=iso-8859-1
    Date: Fri, 27 Mar 2009 20:10:18 GMT
    Content-Length: 15
    X-Cache: MISS from ki-proxy2.kos.net
    X-Cache-Lookup: HIT from ki-proxy2.kos.net:3128
    Via: 1.0 ki-proxy2.kos.net:3128 (squid/2.7.STABLE6)
    Connection: close
    16:10:30: HTTP message successfully received, content length = 15
    16:10:30: Facility requested to close connection
    16:10:30: Get remote files result: File not found
    16:10:30: File unlinked successfully 'C:/WINDOWS/system32/zonelabs/avsys/temp/ZAAV/index/master.xml'
    16:10:30: Try directoried update structure to download primary index file
    16:10:30: Hostname kav.zonelabs.com resolved from cache, address is: 72.247.244.40
    16:10:30: HTTP get file: authorization type: no authorization (phase: authorization is not required)
    16:10:30: Hostname 72.247.244.40 resolved from cache, address is: 72.247.244.40
    16:10:30: Connected to 72.247.244.40
    16:10:30: Connected successfully to 72.247.244.40
    16:10:30: Published: ev_type = 'UPD_ServerConnected', parameters: 'Srv' = 'kav.zonelabs.com'
    16:10:30: HTTP request sent:
    GET /index/master.xml HTTP/1.0
    Host: kav.zonelabs.com
    Pragma: no-cache
    Cache-Control: no-cache
    Connection: keep-alive
    User-Agent: AAAA5iPBA

    16:10:30: HTTP response received. Header:
    HTTP/1.0 200 OK
    Server: Apache
    Accept-Ranges: bytes
    Content-Length: 1169
    Content-Type: application/xml
    Last-Modified: Fri, 27 Mar 2009 19:53:32 GMT
    ETag: "958bd2268044a2a1c1de63549c703a76:1238183802& quot;
    Date: Fri, 27 Mar 2009 20:10:18 GMT
    Age: 53
    X-Cache: HIT from ki-proxy2.kos.net
    X-Cache-Lookup: HIT from ki-proxy2.kos.net:3128
    Via: 1.0 ki-proxy2.kos.net:3128 (squid/2.7.STABLE6)
    Connection: keep-alive
    16:10:30: HTTP message successfully received, content length = 1169
    16:10:30: File 'index/master.xml' downloaded
    16:10:30: File C:/WINDOWS/system32/zonelabs/avsys/temp/ZAAV/index/master.xml downloaded with Regetting facility and checked successfully
    16:10:30: ========= Downloading primary index result Success =========
    16:10:30: Filling file entry (updcfg.xml) with default LocalPath (C:/WINDOWS/system32/zonelabs/avsys/root/)
    16:10:30: Filling file entry (kasset.xml) with default LocalPath (C:/WINDOWS/system32/zonelabs/avsys/root/)
    16:10:30: File matches download criteria: file kavset.xml, Application , Component AVS, relative URL bases/five/avc/, local path C:\WINDOWS\system32\zonelabs\avsys\Bases/, original path %BaseFolder%, size 314102, signature 0XLSznpdI71fB300e7Uwj1ROcE3k3E3iBH83Bt/AArr/NF2HOiR2auSQ0L, entry is obligatory
    16:10:30: File matches download criteria: file updcfg.xml, Application , Component Updater, relative URL bases/five/upd/, local path C:/WINDOWS/system32/zonelabs/avsys/root/, original path %UpdateRoot%, size 9821, signature 0XLSznpdI71fB300e7Uwj1AGxZYxJlpxjU0WCiBOV6/rXFhWEq3zD42XWc, entry is obligatory
    16:10:30: File filtered, download criteria does not matches: ': component does not match', file kasset.xml, Application , Component KASBASES, relative URL bases/five/kas20/, local path C:/WINDOWS/system32/zonelabs/avsys/root/, original path %UpdateRoot%, size 1533, signature 0XLSznpdI71fB300e7Uwj1hV6UG9OTzpETvTnqjae60sPKkmtX TL5KBmIn, entry is obligatory
    16:10:30: File filtered, download criteria does not matches: ': component does not match', file ahset.xml, Application , Component AH, relative URL bases/five/ids/, local path C:\WINDOWS\system32\zonelabs\avsys\Bases/, original path %BaseFolder%, size 2551, signature 0XLSznpdI71fB300e7Uwj1Uu1gogyUdY8IPf+RIAReEW1JY6nl YAepSpHg, entry is obligatory
    16:10:30: version: 1238192040
    16:10:30: *** Enumerating local files in update mode ***
    16:10:30: *** Failed to enumerate local files, local primary index file does not exist ***

    . . . Removed lots of lines here to keep this under 20 KB . . .



    16:10:39: HTTP response received. Header:
    HTTP/1.0 200 OK
    Server: Apache
    Accept-Ranges: bytes
    Content-Length: 1169
    Content-Type: application/xml
    Last-Modified: Fri, 27 Mar 2009 19:53:32 GMT
    ETag: "958bd2268044a2a1c1de63549c703a76:1238183802& quot;
    Date: Fri, 27 Mar 2009 20:10:27 GMT
    Age: 53
    X-Cache: HIT from ki-proxy2.kos.net
    X-Cache-Lookup: HIT from ki-proxy2.kos.net:3128
    Via: 1.0 ki-proxy2.kos.net:3128 (squid/2.7.STABLE6)
    Connection: keep-alive
    16:10:39: HTTP message successfully received, content length = 1169
    16:10:39: File 'index/master.xml' downloaded
    16:10:39: File C:/WINDOWS/system32/zonelabs/avsys/temp/ZAAV/index/master.xml downloaded with Regetting facility and checked successfully
    16:10:39: ========= Downloading primary index result Success =========
    16:10:39: Filling file entry (updcfg.xml) with default LocalPath (C:/WINDOWS/system32/zonelabs/avsys/root/)
    16:10:39: Filling file entry (kasset.xml) with default LocalPath (C:/WINDOWS/system32/zonelabs/avsys/root/)
    16:10:39: File matches download criteria: file kavset.xml, Application , Component AVS, relative URL bases/five/avc/, local path C:\WINDOWS\system32\zonelabs\avsys\Bases/, original path %BaseFolder%, size 314102, signature 0XLSznpdI71fB300e7Uwj1ROcE3k3E3iBH83Bt/AArr/NF2HOiR2auSQ0L, entry is obligatory
    16:10:39: File matches download criteria: file updcfg.xml, Application , Component Updater, relative URL bases/five/upd/, local path C:/WINDOWS/system32/zonelabs/avsys/root/, original path %UpdateRoot%, size 9821, signature 0XLSznpdI71fB300e7Uwj1AGxZYxJlpxjU0WCiBOV6/rXFhWEq3zD42XWc, entry is obligatory
    16:10:39: File filtered, download criteria does not matches: ': component does not match', file kasset.xml, Application , Component KASBASES, relative URL bases/five/kas20/, local path C:/WINDOWS/system32/zonelabs/avsys/root/, original path %UpdateRoot%, size 1533, signature 0XLSznpdI71fB300e7Uwj1hV6UG9OTzpETvTnqjae60sPKkmtX TL5KBmIn, entry is obligatory
    16:10:39: File filtered, download criteria does not matches: ': component does not match', file ahset.xml, Application , Component AH, relative URL bases/five/ids/, local path C:\WINDOWS\system32\zonelabs\avsys\Bases/, original path %BaseFolder%, size 2551, signature 0XLSznpdI71fB300e7Uwj1Uu1gogyUdY8IPf+RIAReEW1JY6nl YAepSpHg, entry is obligatory
    16:10:39: version: 1238192040
    16:10:39: *** Enumerating local files in update mode ***
    16:10:39: *** Failed to enumerate local files, local primary index file does not exist ***
    16:10:39: File added to transaction: 'file transaction atom: operation = 'Added', file = 'file master.xml, Application , Component , relative URL index/, local path C:/WINDOWS/system32/zonelabs/avsys/root/, original path , size -1, signature , entry is obligatory
    current location = 'C:/WINDOWS/system32/zonelabs/avsys/root/', new location = 'C:/WINDOWS/system32/zonelabs/avsys/temp/ZAAV/index/', rollback = 'C:/WINDOWS/system32/zonelabs/avsys/reserve/''
    16:10:39: Primary index file added to transaction file master.xml, Application , Component , relative URL index/, local path C:/WINDOWS/system32/zonelabs/avsys/root/, original path , size -1, signature , entry is obligatory
    16:10:39: Index downloaded second time, but the version on the source is the same 27032009 2214
    16:10:39: Update failed
    16:10:39: ******** Update operation result Invalid file signature ********
    16:10:39: ================================================== =======
    16:10:39: ===== Trace log finished. Fri Mar 27 16:10:39 2009 =====
    16:10:39: ================================================== =======

  6. #6
    Join Date
    Nov 2004
    Location
    localhost
    Posts
    17,286

    Default Re: ZA AV update task "encounters an error"

    Hiyes, as you correctly pointed out there is something point to a proxy that creates the problem, IPsare old and point to somewhere elseMay be something you installed for getting the connection running directly? Have you tried toconnect via the router and remove any utility or driver been used?May be you could search the registry for any proxy setting?Have you looked into the TCP/IP connection for anything unusual? Have you tried to reset the TCP/IP?See here: http://support.microsoft.com/kb/299357Cheers,Fax

    Click here for ZA Support
    Monday-Saturday 6am to 10pm Central time
    Closed Sundays and Holidays

  7. #7
    vbvbvbvb Guest

    Default Re: ZA AV update task "encounters an error"

    Hmmm,

    No, I normally use this little Microsoft router, with my broadband internet access plugged into the "modem" port and my PC plugged into one of the 4 client ports. But now and then I just unplug the router and plug the broadband directly into the PC, such as if I need to call my ISP for assistance with something. I don't "install" anything, like a utility or driver. This problem with ZA-AV updates first happened yesterday, going through the router. To see if somehow the router was the problem, I removed it, as above. Same result.

    I can browse the web, send and receive e-mails, etc, with or without the router. Everything works fine either way.

    If there is a Proxy server, as it appears, it's at my ISP's office, and I know nothing about it. It appears that my PC knows nothing about it either, as there is no configuration to support a proxy server in IE7 > Tools > Internet Options > Connections. I have no idea how to search the Registry for proxy settings or "anything unusual in TCP/IP".

    I don't know anything about resetting TCP/IP or using netsh. Sounds dangerous to me, reading the microsoft KB article.

    Maybe I should just give up.

    Thanks.

    **bleep**

  8. #8
    vbvbvbvb Guest

    Default Re: ZA AV update task "encounters an error"

    .. I guess what I'll do is ask my ISP what their proxy server does, and whether I should configure something in my PC to work with it. And whether it could be responsible for ZA-AV update requests going astray.

    **bleep**

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