I installed Anti-Virus Helix trial on win2k pro sp4. Seems to work well but today it will not
update, I am getting status error "Status: An internal error has appeared"

Any ideas?

Thanks,

Amepro

This is the generated report (notice last line)

10.01.2009 01:20:13 - Installation Directory: C:\Program Files\Lavasoft\Lavasoft Anti-Virus Helix\
10.01.2009 01:20:13 - Backup Directory: C:\Documents and Settings\All Users\Application Data\Lavasoft\Lavasoft Anti-Virus Helix\BACKUP\
10.01.2009 01:20:13 - Temp Directory: C:\Documents and Settings\All Users\Application Data\Lavasoft\Lavasoft Anti-Virus Helix\Update\AVUPDATE_49683e1c\
10.01.2009 01:20:13 - Using System's global Proxy settings
10.01.2009 01:20:13 - Launching GUI... display mode: 0
10.01.2009 01:20:13 - selftest successful: C:\Program Files\Lavasoft\Lavasoft Anti-Virus Helix\updlib.dll
10.01.2009 01:20:13 - selftest successful: C:\Program Files\Lavasoft\Lavasoft Anti-Virus Helix\updlibrc.dll
10.01.2009 01:20:13 - Installation Directory: C:\Program Files\Lavasoft\Lavasoft Anti-Virus Helix\
10.01.2009 01:20:13 - Backup Directory: C:\Documents and Settings\All Users\Application Data\Lavasoft\Lavasoft Anti-Virus Helix\BACKUP\
10.01.2009 01:20:13 - Temp Directory: C:\Documents and Settings\All Users\Application Data\Lavasoft\Lavasoft Anti-Virus Helix\Update\AVUPDATE_49683e1c\
10.01.2009 01:20:13 - Using System's global Proxy settings
10.01.2009 01:20:13 - Launching GUI... display mode: 0
10.01.2009 01:20:13 - selftest successful: C:\Program Files\Lavasoft\Lavasoft Anti-Virus Helix\updlib.dll
10.01.2009 01:20:13 - selftest successful: C:\Program Files\Lavasoft\Lavasoft Anti-Virus Helix\updlibrc.dll
10.01.2009 01:20:26 - Keyfile: EVAL License [EVAL Mode]
10.01.2009 01:20:26 - Lavasoft Anti-Virus Helix
10.01.2009 01:20:28 - Copy file C:\Documents and Settings\All Users\Application Data\Lavasoft\Lavasoft Anti-Virus Helix\Update\AVUPDATE_49683e1c\idx/master.idx to C:\Documents and Settings\All Users\Application Data\Lavasoft\Lavasoft Anti-Virus Helix\IDX\master.idx
10.01.2009 01:20:28 - Master IDX file has changed
10.01.2009 01:20:29 - Downloading the product.info file from http://dlserver1.download.lavasoft.com/pub...idx/vdf.info.gz
10.01.2009 01:20:30 - Downloading the product.info file from http://dlserver1.download.lavasoft.com/pub...cvir-nt.info.gz
10.01.2009 01:20:31 - Downloading the product.info file from http://dlserver1.download.lavasoft.com/pub...dx/ave2.info.gz
10.01.2009 01:20:32 - Downloading the product.info file from http://dlserver1.download.lavasoft.com/pub.../webcat.info.gz
10.01.2009 01:20:33 - Downloading the product.info file from http://dlserver1.download.lavasoft.com/pub...m-nt-en.info.gz
10.01.2009 01:20:34 - Module: SELFUPDATE Source: winwks\en\ Destination: C:\Program Files\Lavasoft\Lavasoft Anti-Virus Helix\ Files: 15
10.01.2009 01:20:34 - Module: MAIN Source: winwks\en\ Destination: C:\Program Files\Lavasoft\Lavasoft Anti-Virus Helix\ Files: 105
10.01.2009 01:20:36 - Module: COMMAPPDATA_AV Source: winwks\en\ Destination: C:\Documents and Settings\All Users\Application Data\Lavasoft\Lavasoft Anti-Virus Helix\ Files: 1
10.01.2009 01:20:36 - Module: COMMAPP Source: winwks\en\ Destination: C:\Documents and Settings\All Users\Application Data\Lavasoft\Lavasoft Anti-Virus Helix\JOBS\ Files: 4
10.01.2009 01:20:36 - Module: COMMAPDATA_AV_PROFILES Source: winwks\en\ Destination: C:\Documents and Settings\All Users\Application Data\Lavasoft\Lavasoft Anti-Virus Helix\PROFILES\ Files: 2
10.01.2009 01:20:36 - Module: TEXT Source: winwks\en\ Destination: C:\Program Files\Lavasoft\Lavasoft Anti-Virus Helix\ Files: 3
10.01.2009 01:20:36 - Module: VDF Source: vdf\ Destination: C:\Program Files\Lavasoft\Lavasoft Anti-Virus Helix\ Files: 4
10.01.2009 01:20:37 - C:\Program Files\Lavasoft\Lavasoft Anti-Virus Helix\antivir2.vdf 7.1.1.60 < 7.1.1.88
10.01.2009 01:20:37 - C:\Program Files\Lavasoft\Lavasoft Anti-Virus Helix\antivir3.vdf 7.1.1.86 < 7.1.1.94
10.01.2009 01:20:37 - Module: AVREP_NT Source: engine\nt\ Destination: C:\Program Files\Lavasoft\Lavasoft Anti-Virus Helix\ Files: 1
10.01.2009 01:20:37 - Module: AVE2 Source: ave2\ Destination: C:\Program Files\Lavasoft\Lavasoft Anti-Virus Helix\ Files: 14
10.01.2009 01:20:37 - C:\Program Files\Lavasoft\Lavasoft Anti-Virus Helix\aeheur.dll 8.1.0.75 < 8.1.0.78
10.01.2009 01:20:37 - C:\Program Files\Lavasoft\Lavasoft Anti-Virus Helix\aepack.dll 8.1.3.4 < 8.1.3.5
10.01.2009 01:20:37 - C:\Program Files\Lavasoft\Lavasoft Anti-Virus Helix\aescript.dll 8.1.1.19 < 8.1.1.24
10.01.2009 01:20:37 - C:\Program Files\Lavasoft\Lavasoft Anti-Virus Helix\aeset.dat 8.2.0.45 < 8.2.0.54
10.01.2009 01:20:38 - Module: WEBCAT Source: webcat\ Destination: C:\Program Files\Lavasoft\Lavasoft Anti-Virus Helix\ Files: 1
10.01.2009 01:20:38 - webcat.dat 3a954b629761c3fb14be281db67d8195 != 93c03ad4f6e3866a91c2cad5fbeef57e
10.01.2009 01:20:38 - Module: DRV Source: winwks\en\ Destination: C:\WINNT\SYSTEM32\drivers\ Files: 4
10.01.2009 01:20:38 - Module: SYS32 Source: winwks\en\ Destination: C:\WINNT\SYSTEM32\ Files: 1
10.01.2009 01:20:38 - Module: PRODINFO Source: winwks\en\ Destination: C:\Program Files\Lavasoft\Lavasoft Anti-Virus Helix\ Files: 1
10.01.2009 01:20:38 - Minifilter is installed
10.01.2009 01:20:38 - Minifilter is possible
10.01.2009 01:20:38 - Reading registry value successful: Software\Lavasoft\Lavasoft Anti-Virus Helix | FilterType
10.01.2009 01:20:38 - Preparing to download files
10.01.2009 01:20:38 - 7 files need to be downloaded / copied from http://dlserver1.download.lavasoft.com/public/av/upd/
10.01.2009 01:20:38 - #1: Downloading and extracting http://dlserver1.download.lavasoft.com/pub...antivir2.vdf.gz to C:\Documents and Settings\All Users\Application Data\Lavasoft\Lavasoft Anti-Virus Helix\Update\AVUPDATE_49683e1c\vdf\antivir2.vdf
10.01.2009 01:20:54 - Critical error: Integrity error in file C:\Documents and Settings\All Users\Application Data\Lavasoft\Lavasoft Anti-Virus Helix\Update\AVUPDATE_49683e1c\vdf\antivir2.vdf.gz

Hi Amepro, and welcome to the forums

We had another user report that error here (see my reply to him)
http://www.lavasoftsupport.com/index.php?showtopic=22829

We don't have the official Support Team here in the forums (the forums here are user-to-user peer assistance only) and paid users have the Support Center they can use for techinical assistance
https://secure.lavasoft.com/support/supportcenter/

But I think since this is the 2nd report of that error, I'll try to find out from them if other users are experiencing this problem

Hello Amepro,

Support Team responded that that can be caused by your firewall blocking the update file.

Update.exe is the process that requires Internet access. Please configure your firewall to allow that process.

In fact, I pulled from the Help manual this list of processes that will need to be allowed through your firewall:

The list below contains the processes your firewall should allow:

sched.exe
avcenter.exe
avguard.exe
avgnt.exe
update.exe
avesvc.exe
avmailc.exe
avconfig.exe
preupd.exe

All these files are located in Lavasoft Anti-Virus Helix installation directory
(C:\Program Files\Lavasoft\Lavasoft Antivirus Helix).

Let me know if that resolves the problem?

Hi, Calamity Jane

Sorry for the delay in responding. Just like the post by Tiok I also have the firewall 3.0 trial installed. Here are the sequence of events 1 I uninstalled an original internet security 2005 by Symantec, that was provided free by my internet provider but it started to fail recently and is no longer available for win2k from the provider 2 I cleaned up the disk drive 3 I installed Anti-Virus Helix trial and ran it for a day or so with no problems 4 I then installed the personal firewall 3.0 and it seems to be working good. What I’m not sure of is if the updating problem started after the firewall install.

As per your info I tried to run the update with the following files as trusted in the firewall:

sched.exe
avcenter.exe
avguard.exe
avgnt.exe
update.exe
avesvc.exe
avmailc.exe
avconfig.exe
preupd.exe

I also tried the updates with the firewall disengaged, but no luck.

Perhaps I should uninstall AVH trial and reinstall, but I’m not sure if the remaining trial days will be honored. I suppose that I’ll be able to contact support since I am a paid user of Ad-Aware 2008 Plus on my other computer. (not sure if they’ll appreciate me contacting about a different product)

I'll keep you posted on any changes.

Thanks,

Amepro

Hi Amepro,

I think contacting Tech Support would be a good idea. They are the experts on helping with this kind of problem solving. They won't mind helping you with this. In your support request include a link to this topic so they can see what we have done already toward trying to resolve the problem.
http://www.lavasoftsupport.com/index.php?showtopic=22818

I don't think you need to uninstall the AV trial and it may be something else blocking the update. Send your update logs from Helix as well so they can review those.

I'll alert them to this topic also.

Thanks for your patience and hopefully we can get this working well for you.

One other thing you might try, in case all of the Norton Internet Security did not get removed, try this removal tool from Symantec and let me know how that goes
http://service1.symantec.com/SUPPORT/tsgen...8256d8e0076af48

Hi again, Calamity Jane,

I ran the Symantec removal tool and it did find and remove the last remaining traces of the Internet Security 2005, however the update for AVH is still not working. I’ll contact support in a day or so and perhaps try a reinstall just in case there is a corrupted file somewhere.

Thanks, I’ll keep you posted,

Amepro

Good morning Amepro,

Thanks for the update. I'm sorry to hear it still isn't working for you. Please do contact Support when you get a chance and send them your update logs and a link to this topic.

Let me know how you make out

This appears to be more than a firewall problem. I also sent a request to email support, but have yet to get back even the auto generated "your request has been recieved" response. That concerns me.

The error report log that Amepro and I have been getting ( http://www.lavasoftsupport.com/index.php?showtopic=22818 ) suggests that the downloaded update file itself may be corrupted. Here is another copy of the last part of the error report:

16.01.2009 12:55:56 - #1: Downloading and extracting http://dlserver1.download.lavasoft.com/public/av/upd/vdf/antivir1.vdf.gz to C:\Documents and Settings\All Users\Application Data\Lavasoft\Lavasoft Anti-Virus Helix\Update\AVUPDATE_4970ca23\vdf\antivir1.vdf
16.01.2009 12:56:11 - Registry entry created successfully: Software\Lavasoft\Lavasoft Anti-Virus Helix |UpdateInProgress
16.01.2009 12:56:11 - Critical error: Integrity error in file C:\Documents and Settings\All Users\Application Data\Lavasoft\Lavasoft Anti-Virus Helix\Update\AVUPDATE_4970ca23\vdf\antivir1.vdf.gz

Still waiting on a response from support.

Hi crisky40,

I guess I’ve had a little more success corresponding with someone in support but the information exchange is very slow and so far offered nothing more than has already been suggested by Calamity Jane. So far I am able to update manually by downloading the definition file from Avira website but it’s a slow download from their server >20min, should be <1min if they had a more local server (file is ~22Mb). I still have about 22 days of trial, after which I’ll abort this program if I can’t resolve.

Keep you posted,
Amepro

It seems our particular issue is a direct result of using Lavasoft Personal Firewall. A correction has been posted here:

http://www.lavasoftsupport.com/index.php?s...amp;#entry93763

After a week of waiting, since my original support contact on the 14th, I was suspecting a major flaw in Helix. I am happy to see that's not true. I started with AdAware 2 years ago and have gradually switched to Lavasoft products for all of my PC security. I am greatly relieved to be able to trust my PC again!

@crisky40,

Glad to hear that got it working for you! There was a simultaneous problem a few days ago with the automatic updater not working again, but that appears to have also been resolved, so everyone should be seeing those updates coming through regularly.

How about you Amepro? Are your automatic updates working?

Hello Calamity Jane
Hello Crisky40

In the coarse of trying to find out what was causing the update failures I discovered that the files being downloaded from the Lavasoft site
(i.e. http://dlserver1.download.lavasoft.com/pub...antivir2.vdf.gz )
were somehow getting corrupted. I tried downloading them manually and they were still corrupted. I thought that perhaps I was having a problem with my LAN, but I could download any file from any other site with no problems. So I downloaded the files to another computer on the LAN (thinking that perhaps the files were coming corrupted from Lavasoft), but those files were OK. By this time Crisky40 put up his post, so I updated AVH manually, did the firewall change and shut down for the night. This morning I booted the computer and GUESS WHAT? AVH is working and updating properly!
If the program behaves itself for the rest of the trial period I’ll be considering migrating my other 5 computers to this antivirus/firewall combination.

Calamity Jane, A quick question for you. Do I need to uninstall the trial version before installing a bought version? The less often a program needs to be manipulated the better I like it.

Thanks for your help

Amepro

Great, glad to hear it! It seems the glitch on our end has finally been fixed but we'll be keeping an eye on it.

Firewall issues is the other problem some people have reported. I think you may have had a combination of both but am really glad to hear all is working as it should.


In the trial version I believe you will be offered an opportunity to buy the product before the trial expires. If not, look in the *help* section under License management. You should be able to activate the trial into the permanent product without uninstalling. Let me know if you have any problems when it gets to that point.

There is a discount on 3 and 5 seat products so if you plan to add other computers, be sure to get the right one!
See here (under *Multipack* section on the right side)
http://www.lavasoft.com/products/lavasoft_...virus_helix.php

hallo i 'm trying an evaluation licence and i've this problem: when i do the complete system scan when the run is on 19 % i've already a crash of the pc with blu page!!!! i've xp home editions in my pc and before i've nod 32 antivirus! what i can do for resolv the problem??? someone can help me pleaseeeee!