Smart Update stops responding

[sybregunne]

Hi, I've been reading about all the other problems with upgrading out there and I noticed that mine is slightly different. Some can proceed to the next screen. but mine stops responding when I click next from the first screen.

I read somewhere that in order to get by this, I must uninstall pctav then reinstall for the update to work. Although it does work. it gets really tiring sometimes to keep installing-uninstalling some software you like, other free antivirus don't give me problems with updating...

I was considering to upgrade to the paid version but with no assurance that the update will work with the paid version, I have to postpone my decision. I hope to get feedback from those people who have used the paid version if they experience update problems too.

Thanks.

[AChen]

Hi sybregunne,

The update problem that you are experiencing is generally related to one of the following in this thread... http://www.pctools.com/forum/showpost.php?p=196064&postcount=3 (same thing applies for PCTAV).

Also, make sure you have installed the latest version of PCTAV, ie, PCTAV v5.0.0.22 (http://www.pctools.com/forum/showthread.php?t=54232).

You shouldn't need to uninstall and reinstall every time you run an update.

[sybregunne]

thanks for the reply.

but nothing seems to work.
1. My connection seems okay. And my proxy settings is not the problem as the update can connect to the internet from time to time.
2. I am sure my internet connection is okay.
3. I am using the pctools firewall wich I can confirm that update.exe is set up with max priveleges. And I also tried turning off the firewall.
4. I will try to disable the pctav before updating. and if this works this will be a funny storry to tell. ;-)

Anyway I recently discovered a no uninstall-install method before updating. but it is still a bit troublesome.

I go to the programfiles pctools antivirus update folder and delete all files or transfer all files. then restart. it worked two times already.

PCTAV is really a great antivirus, sad to say this update problem is really a bother.

[GoneToPlaid]

Hi sybregunne,

Are you not even getting the Update Failed message when manually running Smart Update?

[sybregunne]

Nope I don't get the update failed message. Update just freezes and stops responding. with the eternal busy cursor (hourglass) even before I click the next button (see the first attachment).

Here's what I do.
I open my laptop. Then pctoolsav informs me of a new update. I click yes to start smart update, gets the welcome screen of update (See first attachment). And it just freezes there. and when I click the next button even with the busy cursor (Hourglass), the "(not responding)" text is added to the program bar (see 2nd attachment). sometimes the whole update box becomes white.

Now i tried to wait for it like 3 hours and see if anything changes. yet it's just the eternal busy state. And I think it is in a deadlock somewhere.

[sybregunne]

Okay as an update. What I did just now was to turn off pctav (right-click task bar icon and click exit) then go to services and stop pc tools antivirus service. (start -> run -> type "services.msc"). then go to pctav install folder and rename the folder updates to something else and create a new updates folder. restart the pctools av service and afterwards run the pctav.exe, this time the update works. but it has to update from the beginning. about 5 to ten minutes on a 1mbps connection. then after the updates close the pctav, restart the service and run pctav.exe again. this time you will see the nice interface again. close it and your system is good to go. hehehe no need to restart. but it took up 30 minutes of my time. :(

I redid this while knowing exactly what to do and it took less than 10 minutes in all. still I hope This will be acted upon, or better yet distribute the updates as small patches like the one symantec used to do before (it became a total bloatware) live update became popular.

[AChen]

Sybregunne, could you try going into safemode with networking and try running a Smart Update? Let us know if this works. We want to see if another application/process is conflicting, locking up the updates.

[sybregunne]

Sorry it's been awhile since I visited the forums. I got busy autmating my updating process with batch files and scripts.

I will try that.

[Troll_S]

Sybregunne, could you try going into safemode with networking and try running a Smart Update? Let us know if this works. We want to see if another application/process is conflicting, locking up the updates.
Hi AChen,

I have the same problem inwhich the Smart updates keeps giving me errors similary to sybregunne

Update Failed.
Error downloading the list of updates. Please try again later.

I had used sybregunne but failed :(

I tried the safemode failed to updates and give me the same errors as in normal mode

Any suggestions?
Btw, I had PCATV running in my laptop (Vista) and it's running OK only my desktop (XP SP3) are giving problem :mad: and the desktop PCATV is no longer scanning in coming files like it used to scan:mad:

[C Yrrem]

Troll_S,
make sure you are connected to the internet and try disabling your firewall temporarily. Some firewalls can interfere with the Spyware Doctor smart updates.

[Troll_S]

Troll_S,
make sure you are connected to the internet and try disabling your firewall temporarily. Some firewalls can interfere with the Spyware Doctor smart updates.
Hi

I'm 101% sure I'm connected to internet and with and without firewall PCATV can't be updated and keep giving me the errors above:mad:

[GoneToPlaid]

Hi

I'm 101% sure I'm connected to internet and with and without firewall PCATV can't be updated and keep giving me the errors above:mad:

Have you tried running Smart Update manually? I have a DSL router which has a built-in and buggy DNS server. Lots of times I have to click on a bookmarked link two or three times before my router finally passes the DNS lookup request to my ISP's DNS servers, and finally then the web page which I trying to get to shows up in my browser.

Anyway, I generally have to manually run SD's Smart Update and Norton AV's Live Update manually a few times to get my updates for these products. If either fails the first time then I wait a few seconds and run it again.

[Troll_S]

Have you tried running Smart Update manually? I have a DSL router which has a built-in and buggy DNS server. Lots of times I have to click on a bookmarked link two or three times before my router finally passes the DNS lookup request to my ISP's DNS servers, and finally then the web page which I trying to get to shows up in my browser.

Anyway, I generally have to manually run SD's Smart Update and Norton AV's Live Update manually a few times to get my updates for these products. If either fails the first time then I wait a few seconds and run it again.
I tried to do it manually do.

It used to be running fine there's something blocking it from updating but I just can't pinpoint the exact problem :mad:

[Troll_S]

Hi sybregunne,

The update problem that you are experiencing is generally related to one of the following in this thread... http://www.pctools.com/forum/showpost.php?p=196064&postcount=3 (same thing applies for PCTAV).

Also, make sure you have installed the latest version of PCTAV, ie, PCTAV v5.0.0.22 (http://www.pctools.com/forum/showthread.php?t=54232).

You shouldn't need to uninstall and reinstall every time you run an update.
Hi AChen

Any suggestion to resolve my problem?
Thx a lot

[GoneToPlaid]

Hi Troll S,

What firewall program are you using? Also, just for the heck of it, run a scan with Malwarebytes' Anti-Malware just to make sure that a malware program isn't blocking PCTools AV from downloading updates.

[AChen]

Hi AChen

Any suggestion to resolve my problem?
Thx a lot

Have you followed the instructions in that link?

[Troll_S]

Hi Troll S,

What firewall program are you using? Also, just for the heck of it, run a scan with Malwarebytes' Anti-Malware just to make sure that a malware program isn't blocking PCTools AV from downloading updates.
I had run SpyBot to remove all nuisance program

I'm running Window XP SP 3 and I didn't use any 3rd party firewall program
It's running Microsoft Windows Firewall Ver 1.5

Pls advise Thx :cool:

[Troll_S]

Have you followed the instructions in that link?
Hi AChen,

Yes I followed exactly the instructions below, but during Step 5 no prompt from Firewall but again when it's trying to update same error occurs :(

1) Download the latest build version from our web site:
http://www.pctools.com/anti-virus/download/

- Save to your disk or to download folder

2) Uninstall the currently installed PC Tools Antivirus.

To uninstall click START > Programs or All Programs > PC Tools Antivirus > Uninstall

3) Restart your PC [Must restart]

4) Navigate to C:\Program Files\ folder and locate & delete the "PC Tools Antivirus" folder [Very important !!! - must be deleted]

* Then delete any folder called [PC Tools Antivirus] if exist under :-

C:\Documents and Settings\[your user name]\Application Data\
C:\Documents and Settings\All Users\Application Data\PC Tools\

Note: Application Data folder is hidden folder - You DO NOT delete Application Data folder ! Only remove [PC Tools Antivirus] folder !!!

* To view hidden folder
- Click 'Tools' from top menu
- Select Folder Options and then click View tab
- Tick the box 'Show hidden files & folders'
- Click Apply & OK

5) Re-install the PC Tools Antivirus from the downloaded file.

Just after the install, PC Tools Antivirus will attempt to launch it self, during this moment your Firewall protection will kick in to alert you (if your Firewall was turned on), please allow it or permit all.

6) Restart PC.

7) Open PC Tools Antivirus after the reboot (No need to register)

And make sure there are no other Antivirus program installed, we advise to only run 1 AntiVirus program at any one time.

After the installation, you will start receiving alerts from your Firewall, please permit or allow every thing that refers to PC Tools Antivirus files PCTAVsvc.exe, PCTAV.exe and Update.exe.

[GoneToPlaid]

Hi AChen,

Yes I followed exactly the instructions below, but during Step 5 no prompt from Firewall but again when it's trying to update same error occurs :(

Is your firewall configured to show all program alerts? What firewall are you using?

[Troll_S]

Is your firewall configured to show all program alerts? What firewall are you using?

I'm running Window XP SP 3 and I didn't use any 3rd party firewall program
It's running Microsoft Windows Firewall Ver 1.5

Yes it's config to show program alert but there's ain't any alert to the failure of updating the PCATV:(

[Troll_S]

Hi all

Anyone can help? Still struggling with this problem :(

[s0nIc]

da smart update is timing out, usually a sign of conflict.
do u have another AntiVirus or sumfin simmilar installed on ur system?

[Troll_S]

da smart update is timing out, usually a sign of conflict.
do u have another AntiVirus or sumfin simmilar installed on ur system?
Nope I only installed 1 and only PCTAV and nothing else, how to scan the system to ensure no others Antivirus or sumfin similar program?

Thx a lot

[AChen]

Nope I only installed 1 and only PCTAV and nothing else, how to scan the system to ensure no others Antivirus or sumfin similar program?

Thx a lot

The problem that you are experiencing with Smart Update is generally due to one of the following reasons:

1. Internet Connection - please ensure you are connected to the Internet when attempting to perform a Smart Update.

2. Firewall / Proxy Server - you may need to temporarily disable your firewall or proxy server to perform Smart Update, as these programs can sometimes interpret the update function as a malicious process. If your software supports it, can you please place 'PCTAV.exe', 'PCTAVSvc.exe' and 'update.exe' on your firewall or proxy server's 'Allowed Processes' list. This will permit you to run future Smart Update with your firewall or proxy server enabled.

3. Virus Scanner - you may need to temporarily disable your virus scanner to perform a Smart Update, as these programs can sometime determine the download as a malicious process. Please remember to re-enable your Virus Scanner when Smart Update has completed.

In addition, you may try to perform Smart Update in Safe Mode with Networking, to ensure no other active processes or application is blocking the update.

To Restart the computer in Safe mode:
*When the computer starts back up, begin immediately by pressing the F8 key repeatedly until the Windows Startup menu appears with various options.
*By using the up and down arrow keys on the keyboard, select 'Safe Mode with Networking'.

If you have NVidia Firewall installed, you may try to follow the steps below.

1. Start > Run > Type in: services.msc > Click OK
2. The services window should open, scroll down the list, right click on ForceWare Intelligent Application Manager (IAM) or Nvidia Network Access Manager (NAM) and select Stop
3. Run the PC Tools AntiVirus Smart Update while the IAM/NAM is disabled
4. To enable IAM/NAM again, right click and select start.

Take note of the NVidia section as this has been a common problem with the udpates.

[Troll_S]

1. PC Tools AntiVirus settings configured to 'Direct Connection' - please ensure the following steps below to allow a direct connection to Smart Update within PC Tools Antivirus:

- Go to 'Settings' in PC Tools AntiVirus.
- Select General Settings and click 'Proxy Settings'
- Ensure the option 'Use Direct Connection' is selected. If not, change to this option and click on the 'Ok' button below.

For Proxy Settings - click Settings > General > click on Proxy Settings > select Use Proxy Server > enter the proxy Server and proxy Port.
Hi AChen

When I click 'Settings' in PCTAV, there ain't an opinion for 'Proxy Settings' (Refer to my Attachment) :(

Is my a different version? My is 5.0.0.22 Free Edition

[PC-Pete]

Hi Troll S and AChen

I thought the same thing. What (beta) version of PC Tools AV are you using Anthony? (....still enjoying new-year 'celebrations' ;) )

These two answers are irreconcilable! :eek:

http://www.pctools.com/forum/showpost.php?p=198191&postcount=4

http://www.pctools.com/forum/showpost.php?p=199020&postcount=24


Pete :cool:

[AChen]

Sorry guys... you are right :) there is no proxy server settings in PCTAV :eek: and I have amended the post. I just wanted to point out the issue with NVidia as a possible cause for the update issue.

[Troll_S]

Sorry guys... you are right :) there is no proxy server settings in PCTAV :eek: and I have amended the post. I just wanted to point out the issue with NVidia as a possible cause for the update issue.

Thx AChen & PC-Pete

Btw AChen I'm NOT using Nvidia I'm using ATI graphic card for sure it's not Nvidia and remember I'd PCATV for several w/o any problem till lately :(

[AChen]

Thx AChen & PC-Pete

Btw AChen I'm NOT using Nvidia I'm using ATI graphic card for sure it's not Nvidia and remember I'd PCATV for several w/o any problem till lately :(

Ok cool.

Did you install any software/ make any changes to your system during the time it use to work to when it stopped working?

[sybregunne]

Hi Achen It's been a while... I have tried to update in safemode with networking, and it is without problems. Confirming your suspicions of some software causing conflict. I'd like to help to identify which software it is so as to make the pctav better. is there a different way to do this aside from turning of my startup items one by one and restarting?

For the others I include an attachment for doing the steps I mentioned at the first few posts on this thread. Extract all files and just run the updatepctav.bat

Some notes though. it usually takes some time on my pc for the pctavsvc and pctav starting and stopping you can do this manually though. If you don't trust my script. you may open it and check the commands and even do it automatically.

[Troll_S]

Ok cool.

Did you install any software/ make any changes to your system during the time it use to work to when it stopped working?

Sorry AChen, I really can't pin point to any sofware or changes I made to the system is there any self-diagnostic like HijackThis that I can use so that we can pinpoint the issue :confused:

Thx for the patience

[GoneToPlaid]

Sorry AChen, I really can't pin point to any sofware or changes I made to the system is there any self-diagnostic like HijackThis that I can use so that we can pinpoint the issue :confused:

Thx for the patience

Two programs which I do know will silently block programs from Internet access are Windows Firewall and Norton Anti-Virus.

[sybregunne]

I have been tinkering with the update directory and I noticed that if I delete the vdb.xml my update can go through. Is it somehow an xml parser problem or something else, I tried to do an extra logging (see attachment). I don't know if this can help solve the problem.

I zipped it so it doesn't exceed the text attachment limit.

Note: I decided to send here as I believe that AChen is always online although I also emailed the same reports to support...

[sybregunne]

Sad to say my updates still fail and I think Everyone is busy. I will be uninstalling pctav for now. As the last thing I wanted is an unstable Antivirus.

[Troll_S]

Two programs which I do know will silently block programs from Internet access are Windows Firewall and Norton Anti-Virus.

For sure I don't have Norton AV installed so it must be Windows Firewall
But But But remember that I had always updating my PCTAV w/o any problem only currently :(

Could it be still the Windows Firewall? How to confirm?
Thank you

[Troll_S]

I have been tinkering with the update directory and I noticed that if I delete the vdb.xml my update can go through. Is it somehow an xml parser problem or something else, I tried to do an extra logging (see attachment). I don't know if this can help solve the problem.

I zipped it so it doesn't exceed the text attachment limit.

Note: I decided to send here as I believe that AChen is always online although I also emailed the same reports to support...
Hi sybregunne,

I tried the script and still it's fail during update and giving the same error :(

[Troll_S]

Sad to say my updates still fail and I think Everyone is busy. I will be uninstalling pctav for now. As the last thing I wanted is an unstable Antivirus.
I'm almost @ the verge of doing this :mad:
Any Free and Stable Antivirus in mind?
Thank you

[sybregunne]

I am thinking that it has something to do with my xml parser. A_chen seems busy with the new release I am still monitoring this thread as someone might have a solution.

[sybregunne]

Hi Troll_S,

What happens when you try to update? does it hang on that screen before you can even press the next button?

I am trying to experiment some more. And the script I did was a bit too drastic. you may want to try this...
1.close pctav (Right-click on system tray and click exit)
2.open a command prompt. (go to start run type cmd)
3.type net stop pctavsvc
4.type ren "c:\program files\pc tools antivirus\updates\vdb.xml vdb.xml.backup"
5.type net start pctavsvc
6.type exit
7.click start -> all programs -> pc tools antivirus -> pc tools antivirus
if your pctools antivirus updates then we have the same problem.

note: did you try safemode with networking?
1.on start-up after the memory testing press f8
2.select safemode with networking
3.login as admin.
4.click start run
5.type net start pctavsvc
6.start your pctools antivirus.
7. try to update.

see if it works. It works for me.

[Troll_S]

Hi Troll_S,

What happens when you try to update? does it hang on that screen before you can even press the next button?
Hi sybregunne,

It doesn't hang it just keep giving me an error msg belwo

Update Failed.
Error downloading the list of updates. Please try again later.

Other than that there ain't any other problem :(

I am trying to experiment some more. And the script I did was a bit too drastic. you may want to try this...
1.close pctav (Right-click on system tray and click exit)
2.open a command prompt. (go to start run type cmd)
3.type net stop pctavsvc
4.type ren "c:\program files\pc tools antivirus\updates\vdb.xml vdb.xml.backup"
5.type net start pctavsvc
6.type exit
7.click start -> all programs -> pc tools antivirus -> pc tools antivirus
if your pctools antivirus updates then we have the same problem.

note: did you try safemode with networking?
1.on start-up after the memory testing press f8
2.select safemode with networking
3.login as admin.
4.click start run
5.type net start pctavsvc
6.start your pctools antivirus.
7. try to update.

see if it works. It works for me.

I will try the method above to see and revert back :cool:

[Troll_S]

1.close pctav (Right-click on system tray and click exit)
2.open a command prompt. (go to start run type cmd)
3.type net stop pctavsvc
4.type ren "c:\program files\pc tools antivirus\updates\vdb.xml vdb.xml.backup"
5.type net start pctavsvc
6.type exit
7.click start -> all programs -> pc tools antivirus -> pc tools antivirus
if your pctools antivirus updates then we have the same problem.
Hi

This didn't work for me, as I try to recover it the updates fail with the same msg, looks like a diff problem from yours

I will try the 2nd portion of your suggestions on safe mode
Thx

[AChen]

Sad to say my updates still fail and I think Everyone is busy. I will be uninstalling pctav for now. As the last thing I wanted is an unstable Antivirus.

The devs are currently investigating this issue. I'll have to get back to you on this one.

[sybregunne]

Nice to hear from you again. I think there is a conflict somewhere with another software. I just don't know how to isolate it.

[Troll_S]

Nice to hear from you again. I think there is a conflict somewhere with another software. I just don't know how to isolate it.
Hi all

I were out of town for a couple of week, any updates?
I still can't resolve currently just copying the updates directory from my laptop to my desktop

[AChen]

Nice to hear from you again. I think there is a conflict somewhere with another software. I just don't know how to isolate it.

It is very difficult for us to figure out what it is that is blocking the update, especially if it is another software on your pc that is not allowing PCTAV to update. We have tested this scenario over without any success with recreating the problem. The only way to assist you with determining what it could be is to try the following below:

Start the computer with no programs running.

To clean boot Windows with a Selective Startup
- Click on Start Menu > Run > Type: msconfig > OK
- The System Configuration Utility appears
- Click on General Tab > Under Selective Startup, make sure that "Load System Services" is the only item checked. (You will be unable to unselect "Use Original BOOT.INI." This is OK).
- Clearing all the boxes (except Load System Services) provides for a basic clean boot. For a complete clean boot

- Click the Services tab.
- Check Hide All Microsoft Services (You must hide the Microsoft Services before continuing)
- Uncheck all Services which are displayed in the list except for the two Spyware Doctor services
- Click Apply and then OK.
- Click Restart

When your computer reboots, connect onto the internet and try updating PCTAV.

To restore your computer to its original settings:

1. Click Start, and then click Run. The Run window appears.
2. In the Open box, type msconfig and then click OK. The System Configuration Utility appears.
3. Click Normal Startup.
4. Click OK.
5. Click Restart.

[sybregunne]

But this steps will also disable pctools antivirus. pctools firewall and threatfire. Meaning my computer will be virtually unprotected. can you check if nokia pc suite will interfere with the update I have a feeling it is the culprit. I am using nokia nseries version 1.6.80.0 for nokia n82 if you need the install I can share it with you.

[AChen]

But this steps will also disable pctools antivirus. pctools firewall and threatfire. Meaning my computer will be virtually unprotected. can you check if nokia pc suite will interfere with the update I have a feeling it is the culprit. I am using nokia nseries version 1.6.80.0 for nokia n82 if you need the install I can share it with you.

It will disabled all applications, however, once the PC starts, manually start PCTAV, PCTFW and ThreatFire, then update PCTAV. If this works, you can then enable your other applications one at a time to see what is blocking PCTAV, probably best to start with the Nokia application you mentioned then run an update on PCTAV, if they updates are working, you'll need to go through the list. We will give this Nokia application a test run as well to see what we can find.

[rajivrattna]

I'm almost @ the verge of doing this :mad:
Any Free and Stable Antivirus in mind?
Thank you

Yes, AVAST and I switched over to it because the PC tools antivirus would not update and it does not support multiple user switch. I am very happy with AVAST. It updates number of times every day, automatically and it supports multiple switching. It is free but you have to register it once a year.

[sybregunne]

Hi Achen It's been a while... I have tried to update in safemode with networking, and it is without problems. Confirming your suspicions of some software causing conflict. I'd like to help to identify which software it is so as to make the pctav better. is there a different way to do this aside from turning of my startup items one by one and restarting?

For the others I include an attachment for doing the steps I mentioned at the first few posts on this thread. Extract all files and just run the updatepctav.bat

Some notes though. it usually takes some time on my pc for the pctavsvc and pctav starting and stopping you can do this manually though. If you don't trust my script. you may open it and check the commands and even do it automatically.

This was a bit too drastic. I realized that I just needed to remove the old xml file and pctools antivirus will update.

To the Support team can anyone check if xml parsers will cause any problems or what specific parser is needed to run the update smoothly. Thanks.

[AChen]

This was a bit too drastic. I realized that I just needed to remove the old xml file and pctools antivirus will update.

To the Support team can anyone check if xml parsers will cause any problems or what specific parser is needed to run the update smoothly. Thanks.

We are looking into this :)

[sybregunne]

We are looking into this :)

Any updates? I still cannot do auto updates and the hack I am using takes time.

[KittyMeow]

I am also having the same problems, where I try to update but the window just stops responding. I will try to do a clean boot up and see what happens.

edit: clean boot doesn't work, nor does starting in safe mode with networking...

Windows XP SP3
Pentium 4 3.8ghz
2.8 gb RAM
Nvidia Gforce 8800 GTX
Nvidia Nforce 680i SLI

Already disabled IAM. Worked at first, but then it stopped working after a while.
I wonder why this is happening?

[silvertones]

I find that if I surf around the net while the update is going on it crashes the update.

[Troll_S]

Hi all

I were out of town for a couple of week, any updates?
I still can't resolve currently just copying the updates directory from my laptop to my desktop

Hi guys

Some updates after many months, I found a software to remove my malware and now I can do upates :cool:

Pls try and good luck!

Malwarebytes' Anti-Malware

• Please download Malwarebytes' Anti-Malware from from HERE (http://www.techspot.com/downloads/4716-malwarebytes-anti-malware.html)
• Double-click mbam-setup.exe and follow the prompts to install the program.
• At the end, be sure a checkmark is placed next to
o Update Malwarebytes' Anti-Malware
o and Launch Malwarebytes' Anti-Malware
• then click Finish.
• If an update is found, it will download and install the latest version.
• Once the program has loaded, select Perform full scan, then click Scan.
• When the scan is complete, click OK, then Show Results to view the results.
• Be sure that everything is checked, and click Remove Selected.
• When completed, a log will open in Notepad. please attach this log with your reply
o If you accidently close it, the log file is saved here and will be named like this:
o C:\Documents and Settings\Username\Application Data\Malwarebytes\Malwarebytes' Anti-Malware\Logs\mbam-log-date (time).txt

[sybregunne]

still nothing... now I cant even use my old technique to update.