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hemoon

Updater not working

Question

Trying to turn on real time protection and it keeps saying there is a problem try again.  So i try to install a new version of adaware 12 from the website and get error saying "error: Couldn't get server web installer info".  Any ideas what is going on with adaware?  

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Hi hemoon,

Please try again, maybe it was a temporary problem.
If you still get the same error message, please install using the standalone installer: https://www.adaware.com/standalone-installer

 

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20 hours ago, CeciliaB said:

Hi hemoon,

Please try again, maybe it was a temporary problem.
If you still get the same error message, please install using the standalone installer: https://www.adaware.com/standalone-installer

 

No, the updater doesn't work for several days with the same error message "error: Couldn't get server web installer info" and by the way, the standalone installer comes with

VERSION: 12.2.876.11542
DATE: September 13th, 2017

Does this make sense?

The latest version is..........

VERSION: 12.6.1005.11662

Edited by Dinole

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3 hours ago, Dinole said:

No, the updater doesn't work for several days with the same error message "error: Couldn't get server web installer info" and by the way, the standalone installer comes with

VERSION: 12.2.876.11542
DATE: September 13th, 2017

Does this make sense?

The latest version is..........

VERSION: 12.6.1005.11662

Hi @Dinole

That's strange. I'll ask my contact person at adaware software and come back.

P.S. Please follow this topic to get information in the future.

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Hello, is there anything new in this issue? Since days there is no chance to update Adaware to the latest version as the same error message always comes up?

Thanks

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Hi,

It isn't a common problem and adaware software thinks it maybe depends on the DNS (Domain Name Server) that your internet connection is using. If the DNS isn't properly updated adaware antivirus can't find the servers of adaware software.

To find which DNS the computer is using, please:

1. Start the Command Prompt.

2. Enter this command: ipconfig /all

3. Find the connection that you're using, Ethernet or Wireless, and the line starting with DNS. There is the IP address that the computer is using.

4. If that IP address is the same as your router's (see line starting with Default gateway), it's necessary to login to the router by entering the IP address of Default gateway in the internet browser and find which DNS that the router is using.

5. Please post which DNS the computer and router use and adaware software can test by using that and confirm/reject that theory.

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Hello,

 

pls find attached the requested information. I'm connected wireless

Quote

Microsoft Windows [Version 10.0.17763.404]
(c) 2018 Microsoft Corporation. Alle Rechte vorbehalten.

C:\WINDOWS\system32>ipconfig /all

Windows-IP-Konfiguration

   Hostname  . . . . . . . . . . . . : LAPTOP-LTL6LQLV
   Primäres DNS-Suffix . . . . . . . :
   Knotentyp . . . . . . . . . . . . : Hybrid
   IP-Routing aktiviert  . . . . . . : Nein
   WINS-Proxy aktiviert  . . . . . . : Nein
   DNS-Suffixsuchliste . . . . . . . : fritz.box

Ethernet-Adapter Ethernet:

   Medienstatus. . . . . . . . . . . : Medium getrennt
   Verbindungsspezifisches DNS-Suffix:
   Beschreibung. . . . . . . . . . . : Realtek Gaming GbE Family Controller
   Physische Adresse . . . . . . . . : 84-A9-3E-1E-61-11
   DHCP aktiviert. . . . . . . . . . : Ja
   Autokonfiguration aktiviert . . . : Ja

Drahtlos-LAN-Adapter LAN-Verbindung* 1:

   Medienstatus. . . . . . . . . . . : Medium getrennt
   Verbindungsspezifisches DNS-Suffix:
   Beschreibung. . . . . . . . . . . : Microsoft Wi-Fi Direct Virtual Adapter
   Physische Adresse . . . . . . . . : 48-A4-72-AA-38-D2
   DHCP aktiviert. . . . . . . . . . : Ja
   Autokonfiguration aktiviert . . . : Ja

Drahtlos-LAN-Adapter LAN-Verbindung* 2:

   Medienstatus. . . . . . . . . . . : Medium getrennt
   Verbindungsspezifisches DNS-Suffix:
   Beschreibung. . . . . . . . . . . : Microsoft Wi-Fi Direct Virtual Adapter #2
   Physische Adresse . . . . . . . . : 4A-A4-72-AA-38-D1
   DHCP aktiviert. . . . . . . . . . : Ja
   Autokonfiguration aktiviert . . . : Ja

Drahtlos-LAN-Adapter WLAN:

   Verbindungsspezifisches DNS-Suffix: fritz.box
   Beschreibung. . . . . . . . . . . : Intel(R) Wireless-AC 9560
   Physische Adresse . . . . . . . . : 48-A4-72-AA-38-D1
   DHCP aktiviert. . . . . . . . . . : Ja
   Autokonfiguration aktiviert . . . : Ja
   IPv6-Adresse. . . . . . . . . . . : 2001:16b8:2062:500:e1e4:1765:d9d3:f7ce(Bevorzugt)
   Temporäre IPv6-Adresse. . . . . . : 2001:16b8:2062:500:b8b0:4342:325a:89cf(Bevorzugt)
   Verbindungslokale IPv6-Adresse  . : fe80::e1e4:1765:d9d3:f7ce%7(Bevorzugt)
   IPv4-Adresse  . . . . . . . . . . : 192.168.178.37(Bevorzugt)
   Subnetzmaske  . . . . . . . . . . : 255.255.255.0
   Lease erhalten. . . . . . . . . . : Freitag, 5. April 2019 06:35:15
   Lease läuft ab. . . . . . . . . . : Montag, 15. April 2019 06:38:17
   Standardgateway . . . . . . . . . : fe80::3a10:d5ff:fe67:2a79%7
                                       192.168.178.1
   DHCP-Server . . . . . . . . . . . : 192.168.178.1
   DHCPv6-IAID . . . . . . . . . . . : 105423986
   DHCPv6-Client-DUID. . . . . . . . : 00-01-00-01-23-80-3F-DA-84-A9-3E-1E-61-11
   DNS-Server  . . . . . . . . . . . : fd00::3a10:d5ff:fe67:2a79
                                       192.168.178.1
   NetBIOS über TCP/IP . . . . . . . : Aktiviert

C:\WINDOWS\system32>

 

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Can you disable IPv6 and only use IPv4 for testing?
https://www.tenforums.com/tutorials/90033-enable-disable-ipv6-windows.html
Restart the computer afterwards before testing if adaware antivirus likes that better.

The computer is using the router as DNS and then it's important to know which DNS the router is using.

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21 minutes ago, CeciliaB said:

Can you disable IPv6 and only use IPv4 for testing?

done, same error message

 

22 minutes ago, CeciliaB said:

The computer is using the router as DNS and then it's important to know which DNS the router is using.

 

Anmerkung 2019-04-05 114050.jpg

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Thanks for the information, I've forwarded it to my contact person. I'll be back when I get a reply.

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..by the way, do you remember these story?

Quote

Haha :huh::dry: I waited for a month to settle this issue. You can look at my last reply. Finally, today I can update my Ad Aware successfully!

 

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The information has been passed on to the development team.

Sorry, I don't remember, too many topics in four years for that :)
but I see that it seems to be related to DNS in that case. If you want, you can try to use Google DNS, Open DNS etc. instead of your internet provider's DNS.

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Probably different servers that are used and therefore the algorithms for the two cases use different web addresses (URLs) and now one type of server has been moved to another IP address (location).

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Its not a DNS issue.  I received an email from adaware stating that their engineers should have it up and running this weekend.

 

This is the email i got back from them

 

mail?url=https%3A%2F%2Fsecure.gravatar.c

Charlie (Adaware)

Apr 2, 20:26 EDT

Hi Kevin,

Thank you for contacting customer service. We can surely help you with your problem.

According to the information that we got from our technical department, you will be able to download our antivirus this weekend.

We are sorry for these inconveniences.

Charlie
Adaware
Customer Support Specialist
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Thanks for the information, hemoon/Kevin :)
I'll pass it on to my contact person.

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The developers assume that the DNS servers with the longest cache times should be updated with the changed IP address today.

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It would be a great help for each user of Adaware, to see a notice on Adaware's Homepage or forum, that their servers are down for updates!

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The servers were not down, they had been moved to a new IP address and some internet providers were very slow to update their DNS servers.

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3 minutes ago, CeciliaB said:

The servers were not down, they had been moved to a new IP address and some internet providers were very slow to update their DNS servers.

OK, with other words "Adaware actually has server problems" would be enough as customer information, isn't it?

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12 minutes ago, hemoon said:

Still not working, just tried to download the newest version and still get error about web server.

Can you change the DNS setting of the computer to check if that helps?
https://www.lifewire.com/how-to-change-dns-servers-in-windows-2626242

I suggested some public DNS in a previous post: https://forum.adaware.com/index.php?/topic/36997-updater-not-working/&do=findComment&comment=155623

Restart the computer before trying to turn on real-time protection, update or install.

 

Edited by CeciliaB

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