Cannot update definition after Upgrade to version 12.

[Puppy.tbh 0]

Dear Support,

I had been using the FREE version 11 antivirus, after upgrade to version 12.

I encounter hung 2 to 4% when update definitions.

Therefore, i uninstall & re-install antivirus version 12. but also failed to update definitions.

It stated as "Definitions cannot be update. something prevent to definitions from update & try later".

Tried so many days later also not successfully.

Care to provide how to solve the update for my definitions update? thanks?

Regards.JT

[CeciliaB 482]

Hi Puppy.tbh,

Maybe there are some left-overs of version 11 that disturbs version 12. Please uninstall adaware and then use the removal tool: https://www.adaware.com/removal-tool

Reboot the computer before installing Adaware again, please.

[Puppy.tbh 0]

20 hours ago, CeciliaB said:

Hi Puppy.tbh,

Maybe there are some left-overs of version 11 that disturbs version 12. Please uninstall adaware and then use the removal tool: https://www.adaware.com/removal-tool

Reboot the computer before installing Adaware again, please.

Hi Support,

Regards to this issue, I follow the link and remove the uninstall & install again.

But the message still appear that I cannot update the definition.

Care to advise me what is the next step that I able to do?

Something prevent for the update.

seek for your kind advise & many thanks in advance. regards

 

[CeciliaB 482]

Hi again,

Do you've any other antivirus program or any similar programs installed?
Are you using a VPN or a proxy-server for internet connections?

Note that I'm a volunteer since it's only possible to contact the support team when you've a paid version of adaware.

[iamdavid01 0]

On 12/11/2020 at 1:05 PM, CeciliaB said:

Hi again,

Do you've any other antivirus program or any similar programs installed?
Are you using a VPN or a proxy-server for internet connections?

Note that I'm a volunteer since it's only possible to contact the support team when you've a paid version of adaware.

Hello Support, I am new to this forum and I am facing the same issue.

I am using a vpn service, can this be the reason behind it ?

Please help.

[CeciliaB 482]

37 minutes ago, iamdavid01 said:

Hello Support, I am new to this forum and I am facing the same issue.

I am using a vpn service, can this be the reason behind it ?

Please help.

Hi David,

Yes, that can be the reason. Please turn it off and check.

Note, I'm a volunteer and not part of the support team.