Author Topic: "Error retrieving update"  (Read 10455 times)

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Offline Brynn

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"Error retrieving update"
« on: April 09, 2007, 08:08:53 PM »
Hi  :D
Is anyone else having trouble getting Ad-Aware updates lately?

Whenever I start the update, it gets to 5% and stops.  It says "Error retrieving update" and displays the Finish button.  I know this has happened with Lavasoft,  from time to time, in the past.  But I've been trying off and on for a week or so.

And even so, I'd be content to keep waiting, except that this is my 1st update since installing the new IE 7.   I'm beginning to wonder if that installation somehow affected Ad-Aware badly.

So far I've tried deleting temporary internet files and cookies, then restarting.  I've read through this thread of Corrine's:
http://www.landzdown.com/index.php?topic=425.0
but it seems to be intended for hang/freeze of the scanning process, while my problem is with the update process.

Aha!  And finally I visited the Lavasoft website on the outside chance they might offer support for this issue.  I haven't found them particularly helpful in the past, but low and behold, this:
Quote
"To Ad-Aware SE users with ISP/Error Retrieving Update issues:

Lavasoft advises all Ad-Aware SE Personal users experiencing these problem to first uninstall and then download the product again.

All Ad-Aware SE Plus and Professional users are asked to please log into the Support Center and fill out a technical support form. You will then be sent details on how to fix the problem."

on this page  http://www.lavasoft.com/support/supportcenter/

So now I no longer need help and support on this issue, but am posting the topic anyway, in case others might find the info helpful.

All best.
"To sin by silence when they should protest makes cowards of men." - Abraham Lincoln

Offline Corrine

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Re: "Error retrieving update"
« Reply #1 on: April 09, 2007, 09:00:45 PM »
Hi, Brynn.  Thanks for posting the information.  It may indeed help other users.

Personally, I am a bit suspicious of a software that is broken by their own definition files.


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Offline winchester73

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Offline mitch

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Re: "Error retrieving update"
« Reply #3 on: April 10, 2007, 12:19:02 AM »
i wonder if someone with LS if they would have just tried what the world was seeing if it would have been that many pages of "damage controll"

well think that cost them a few more customers ;-D

is it possible to have a negative amount of customers using your product ;-DD

Offline Brynn

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Re: "Error retrieving update"
« Reply #4 on: April 10, 2007, 07:13:29 AM »
Hhhm...
Just a mild rant, if I might be permitted (very mild) --

I'm not quite sure what to do with info I'm reading "between the lines" here, and in the thread to which winchester posted a link.  Not too long ago, I read some bad-mouthing about Ad-Aware, something like 'it's just a cookie scanner, doesn't really provide any protection'.  This was in the Google Earth forum, if I remember correctly.  I was astounded, and immediately jumped to Ad-Aware's defense, pointing out that it has consisently been recommended by some of the best techs and professionals out there, for several years now; and that indeed it IS "ONLY" a scanner, and provides no inherent protection directly.  But indirectly, it is a powerful tool for cleaning out and getting rid of certain malware.  Nevertheless, those negative comments left some lingering concern somewhere in the back of my mind.

Quote
"Personally, I am a bit suspicious of a software that is broken by their own definition files."

But this is the first....non-positive comment I've heard about Ad-Aware coming from a professional.  Oh sure, I've seen plenty of negative comments about Lavasoft, especially about their sluggish tech support for the SE Personal version.  So when I see Lavasoft has apparently ignored winchester's request for an explanation ("This is a Joke, Right?", it's not really a surprise.  But the program itself has remained entirely respectable, at least in my own mind, until now.  Now I'm wondering if Ad-Aware is falling out of favor, for some reason, among the techs and pro's?  Is there some 'up and coming' new program on the horizon, which out-performs this steady, old, reliable workhorse?  Or god forbid some worse type of malware is on the way, rendering the program ineffective?

Well, I guess times do change....
I don't really know what's happening with Ad-Aware these days.  But I do know that one of the only true constants in life is change!  SIGH!!!!  I just hate to see such a loyal, useful, dependable program, apparently fading into history, as most all things must.

So this is my perception, as an internet tech lay person.
Thanks for listening.
"To sin by silence when they should protest makes cowards of men." - Abraham Lincoln

Offline Corrine

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Re: "Error retrieving update"
« Reply #5 on: April 10, 2007, 02:49:39 PM »
Quote
Just a mild rant, if I might be permitted (very mild)
Hi, Brynn.  Of course you are permitted.  Besides, you rant very politely.  :) 

I will attempt to address the issues you raised.  Please note, however, that the comments following are my personal observations and thoughts and do not necessarily reflect the opinion of other members of the LandzDown Team, many of whom have a "history" with Lavasoft dating to 2001 when the German company Lavasoft picked up and ran with Steve Gibson's OptOut.  My own history helping users with Ad-Aware did not begin until 2003.

In my opinion, of primary concern is the 5%, ISP/Error Retrieving Update problem suddenly requiring a new software download.  The error retrieving update problem is not new.  Without much effort, I quickly found a topic at Broadband Reports from 2005 and Castle Cops from 2006.  This problem has always been attributed to issues with the Lavasoft download server. 

Suddenly, after almost two years, the ISP/Error Retrieving Update requires uninstalling the software and downloading a new build?  In my mind, this raises serious questions. 

[Side Bar:  When checking the LS Forums for information on this issue, I was rather taken back to find a March 3, 2007, forum advertisement linking to job postings for Open Positions at Lavasoft, including Malware/Spyware Analyst and Software Developers. Coincidence?  Surely this is likely.  It just struck me as strange seeing a solicitation for staff on a help forum intended for computer users with malware problems.  This is the type of advert that would normally be found in a professional journal not a spyware removal forum.  So in my mind I start connecting dots and cannot help but speculate as to whether a personnel problem could be connected to the Def File problem and slow down of the AAW 2007 beta program.]

Back to the ISP/Error Retrieving Update issue -- putting aside any relation to the two year old problem and considering this as a new, completely unrelated issue from the download server problems, I cannot help but question what was in the Def File(s) that destroyed the ability of the software to obtain updates.  That, for obvious reasons, leads to the question that if Lavasoft R&D releases Def File(s) that destroy their own software, what can it do to other valid software?  Thus, the reason for my comment above, "Personally, I am a bit suspicious of a software that is broken by their own definition files."

Quote
indeed it IS "ONLY" a scanner, and provides no inherent protection directly
Well, not quite.  Ad-Aware SE Plus and Pro both include Ad-Watch -- Lavasoft's real-time protection software.  There has been a problem with Ad-Watch in AAW SE since it was released in August 2004.  In fact, the instruction topic that I posted on the issue is the #1 hit in one search in almost 5,600 topics and 4th out of 18,700 topics (with my instructions linked in the #1 topic) in another search. 

Quote
But the program itself has remained entirely respectable
Don't be fooled by claims of Most Downloaded Software.  Those figures are cumulative over the lifetime of being hosted there -- through all versions, new builds, replacement downloads, etc.  Consider the issue of the Authenticity Check -- a software add-on that has been beta since the issue was exposed last year by a member of ASAP, who also disputed the validity of the beta software.  More recently there was my own question of privacy.  Although this was "explained" by a LS staff member, it still does not match Lavasoft's own privacy policy, and that from a company reputed to helping users protect their privacy.  Something doesn't compute there.  Follow that with the Swedish Tax Authority problems.  Reading translations of the linked articles in that thread suggests the possibility of deeper issues with regard to employee salaries & benefits.  Then there is the history of employees suddenly apparently discovering they may no longer be employed.  See here and the followup here of one example (note that person is obviously a talented developer and is now employed by a highly respected antivirus software company).

Quote
Is there some 'up and coming' new program on the horizon, which out-performs this steady, old, reliable workhorse?
The collective "we" (members of the security community) have always noted that no one antispyware software will always have all variants of malicious ware.  Besides, what used to be considered an issue toward privacy (tracking cookies and "most recently used") is pretty tame compared to what is landing on computers these days.  That said, consider that Windows Defender includes free real-time protection; WinPatrol (definitely on my home PC!) and the detection/removal capabilities of AVG Anti-Spyware have proven very successful.



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Offline winchester73

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Re: "Error retrieving update"
« Reply #6 on: April 10, 2007, 04:56:57 PM »
So when I see Lavasoft has apparently ignored winchester's request for an explanation ("This is a Joke, Right?", it's not really a surprise. 

Well, in fairness, my thread hasn't been ignored.  CJ replied and then locked the thread.

When IAMSKINZ was in charge of the forum ...  8)
Speak softly, but carry a big Winchester ... Winchester Arms Collectors Association member

Offline Corrine

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Re: "Error retrieving update"
« Reply #7 on: April 10, 2007, 05:34:09 PM »
Quote
When IAMSKINZ was in charge of the forum ...
That was in another life.  ;)


Take a walk through the "Security Garden" -- Where Everything is Coming up Roses!

Remember - A day without laughter is a day wasted.
May the wind sing to you and the sun rise in your heart.

Offline mitch

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Re: "Error retrieving update"
« Reply #8 on: April 10, 2007, 07:11:37 PM »
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When IAMSKINZ was in charge of the forum ...
That was in another life.  Wink

ya back in the day when 2 + 2 =4

Offline IAMSKINZ

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Re: "Error retrieving update"
« Reply #9 on: April 22, 2007, 03:33:47 PM »
 :tease:

They -- ThemOnez -- Dat Ad-Anewcompletestaffonceayear  :shock: ....They Did This To Me  :tease: <<<=============

I still inRecuvverin....

 :smash:

Havin' fun ..................... :D
I ain't got a lick of sense..

Offline Corrine

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Re: "Error retrieving update"
« Reply #10 on: April 22, 2007, 03:41:11 PM »
The "Ad-Anewcompletestaffonceayear"  :hysterical:

We all know what happened to the Titanic.  :sinking:



Take a walk through the "Security Garden" -- Where Everything is Coming up Roses!

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Offline Brynn

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Re: "Error retrieving update"
« Reply #11 on: April 24, 2007, 12:14:07 PM »
Hey guys,
Just wanted to say thanks for such detailed and complete info  :thumbsup:
As a tech lay person, I find it hard to keep up with these things.  So I very much appreciate when it's readily available on message boards like this.

Thanks again :D
"To sin by silence when they should protest makes cowards of men." - Abraham Lincoln