This started several days ago on 4 independent servers. I gave it a couple of days to fix itself but that did not happen. So I came here and see that there are many reports of similar or identical nature.

In spite of what some people are saying (that it is fixed), it is not working for me. I have done everything that has been suggested here. The manual download did not work for me (using IE 6) because of 404 errors. I had to get the latest .ref from another user on this forum (talk about a security breach!).

Please tell us what is the update site that could not be connected to? What is the URL or IP address? Also what is the "reference .ini" file that could not be found. Where should it be? Why isn't it there?

So here we are. I can safely say "It does not work." I think I can also safely say that someone who should know what is going on does not know. This is totally unacceptable. People pay good money for the software and services, yet have to resort to downloading critical files from a php-based board. Web sites do not propagate through the backbone. Cryptic error messages are given. And to top it off, no one seems to know the problem and certainly not the solution.

Please help. If we can't depend on Lavasoft to protect us .... well, you know the rest. Thanks to all who might be able to help.

HALinNY
HKaplan@MolloyBros.com

P.S. I neglected to mention that I am using Enterprise edition. Is that even supported? It does not seem to be listed in any of the forum subject areas.

Hi HALinNY,

I use the Plus edition - have just (literally) renamed my defs.ref and defs.red.old, and tried manually downloading the zipped defs file from the new website, using both IE7 (which did not work there 2 days ago) and with Firefox.

Both times were successful, both produced valid defs files dated 6 Oct. I can safely say that it does, as it just did 2 minutes ago.

I am not saying that you do not have a problem, just that the links do work.

I reverted my Ad-Aware program folder to my defs.ref.old file, and tried updating the "normal" way. Here are screen-shots of the successful outcome (from 5 Oct to 6 Oct 2006):

Click to view attachment

Click to view attachment

Click to view attachment

Click to view attachment

Click to view attachment

Click to view attachment

As you can see, there were no problems in performing the update (and no 404 errors anywhere).

Please try again - rename your defs.ref and defs.ref.old files ( by adding "test" to the end of them).

1) Create a copy of your defs.ref.old file, and rename it "defs.ref" - then try a normal update. If that fails,
try the manual version, and extract the zipped file to the default folder (C:\Program Files\Lavasoft\Ad-Aware SE Enterprise - amend it should you have installed elsewhere).

Let us know how you get on.

Regards,

Spike

Hello,

we use the Ad-Aware SE Enterprise 2005 and I had the same problems.
The update during the client works fine but the update with the Ad-Axis Management Console created the same error message about the reference ini.

And I have no idea.

Horst

Thanks for your input, Spike. The Plus edition is working and the manual def downloads are working, as you thoughtfully pointed out.

However, when it come to the Enterprise edition, which is programmed to operate on a schedule and has a specific task just for downloading an updated defs file, the process does not work.

Even after I manually updated the ref file for Enterprise, the Update process still could not find the download server, as I thought I had mentioned in my original post.

Spike, I know you have a lot of respect for the product, almost to the point of being defensive about it (IMHO), but are you suggesting that I spend the night visiting each of my workstations in 4 different locations and do manual updates so that I have the latest data when Enterprise schedules a scan? I hope not.

Respectfully,
HALinNY

Hi HALinNY,

Since I have zero experience with the Enterprise Edition, I will ask someone with a little more expertise to take a look here.

Regards,

Spike

Thanks, Spike. I appreciate your efforts.

HALinNY
HKaplan@MolloyBros.com

Hi HALinNY,

We get few Enterprise customers in the forum and are not able to give the advice that you need ourselves. Therefore, it has been suggested that you go directly to Technical Support, at the Lavasoft website ( http://lavasoft.com/ ).

It would be best to use Firefox, as they are still debugging some IE compatability issues (not sure about Safari, Opera etc). Using Firefox, I have these screen-shots of the steps required.

Go to the website, then Support > Support Center:

Click to view attachment

Then Log-in using the email address and password from when the product was registered (there is a "Lost Password" option):

Click to view attachment

Then go to Support >Technical Support. This the bit where you will need ALL the printouts, emails, receipts from the date of purchase.

Click to view attachment

(Note: The "Order Reference Number" is worded exactly like that on your purchase material - it is not a receipt or anything like that. )

Good luck with your search - we leave in the hands of the techies...

Regards,

Spike

NB: If you bought online, then you would most likely have used LS's e-seller, element5 - if so, you can contact them there for the Order Ref etc, here: element5 Customer Care Center

Thanks again, Spike. I was trying that but missed the login being connected with the purchase. It would be nice to see that explained on the entry page. Generally the software works so well that one does not get the opportunity to become familiar with Tech Support.

So now that you've reminded me, I logged in using Opera and no problems so far.

HALinNY

Hi all,

Spike is correct in that issues with the Enterprise version are probably best addressed through the Customer Support area rather than the forums. In here, we provide the forums for peer to peer support questions being answered by forum members because there are just too many topics for the LS staff to review or even see most of them. As a paying customer, you are entitled to the direct support via the Customer Service Center and should be able to utilize that facility to get answers directly from the Customer Support Team

Were you able to get the problem resolved Hal?

I submitted a report to Tech Support but have no response yet. Of course they might be home having dinner at this time; I think they are 5 or 6 hours ahead of us in the US.

CJ, I am surprised that you did not recognize my avatar. I chose it just for you

Is that Wild Hal Hickok?

No, sorry. It's Buffalo Hal Cody. My research indicates that CJ spent a lot of time with Mr. Cody and very little with Mr. Hickok. Also, there was no romantic relation between them. Cody was married the whole time and Hickok died shortly after meeting CJ. I just figured that if I wanted a straight-arrow, rip-snorting, bullseye solution to my problem, I should assume the avatar of your long-time employer, Jane.

Yeah, but - She and Hickok are buried next to each other, hence my assumption it was Wild Hal not Buffalo Hal
That, and I'm getting new prescription glasses tomorrow - can't see worth a darn right now.

That's a shame. Try reading this small print: ..., ..,..,.. .. .. ....

Well, CJ, you know what they say: Everyone's got to be buried next to someone. Yes, it's true. Companionet internment is efficient because if you are buried next to someone, that someone is immediately buried next to you. Add a third coffin at either end and you can easily see (well maybe tomorrow) how this concept can expand beyond your wildest dreams (or nightmares).

BTW, are you myopic, hyperopic, presbyopic, or simply astigmatic?

Regards!

Presbyopic

Me too. If that is your only problem (presbyopia) then you really don't need an eye exam. You can get those reading glasses that are sold in all the drug stores. Probably a +1.25 or +1.5. But if you have any other problems, you need correction as well as magnification. Also, you should get a comprehensive eye exam once a year to check for glaucoma and other age-related pathologies. This is not medical advice and I am not a medical doctor, but I am 175 years old so I know a coupla things.

Hi.

I registered here just now since I found this thread. I asked for support and am still waiting to hear from them.

Meanwhile, Hal, I appreciate if you would post whatever the solution they provide you. I'm having the same issue.

Hi, Hisa. Thanks for joining the forum. It's nice for me not to be the newbie anymore

I am still waiting for a response to my request made yesterday. Just an acknowledgement would be nice because I don't know if they even received it.

When I get a response, I will be sure to post it here so that others may benefit. You might want to subscribe to this thread. You can do that under My Controls at the top of this page.

HALinNY

Thanks again. Yeah, I subscribed to this thread. Let's see what they can provide us...

Did anyone hear anything on their support request? I am still having the issue and I have not received anything from my support request last week. It would be really nice to have a working version. Or at least an email back from support to say that they are looking into it.

Thanks
Paul

I've heard nothing ... not even an ACK. For all we know, the messaging system is not working, just like the update system was down for quite a while. I am looking for a way to escalate the issue and if I hit a nerve I will post an update here.

In the meantime, if anyone from LS or anyone who has direct contact with LS sees this, please get involved and help everyone who has this problem. Thanks.

HALinNY

I finally got a "working on it" email today from support.

Nothing here. Do you have an e-mail address of someone in tech support we can contact to let them know there are others with the same problem?

HALinNY

This is all I got.

Dear Sir
Thank you for your e-mail.
This have recently come to Lavasoft attention and we are working on it.
Thank you for your patience.

Regards,
Hanna, Lavasoft Support

technical_inquiry@element5-lavasoft-download.wip.digitalriver.com skrev:
> /*********************************************************************
> * NOTICE!
> * This is a generated email from Support Center site:
> * - reply address is generalsupport@lavasoft.de
> *********************************************************************/
>
> Dear recipient,
>
> Thank you for your support request!
>
> Your support case id is: '14649'
>
> Regards,
> Lavasoft ABTechnical inquiry from the form at Support Center:
>
> CaseID: 14649
>
> Subject: Enterprise will not get Definition Update
>
> Email:
> Product: 1200
> Version: 1.9 Build 209
> OS: 1700
> Date of purchase:
> Place of purchase: Direct
> Order reference number: element 5 Ref #: 40512665
> Reseller:
> Service request type: 10
> Problem: OrderRefNum=element 5 Ref #: 40512665
> When ever I try to perform an scheduled upate I to my client computers it fails to retrive an update from the lavasoft servers.
> I get the error by email \"Could not connect to the update site. The reference .ini file was not found\"
>
>

I received the following message late yesterday (it went through my boss' email first), too late to post...



I will post here when I get anything new.

HALinNY

We just received a reply that includes instructions for downloading a new version of the Enterprise Server software that is supposed to fix this problem.

I cannot post the details because I do not have permission to share IP addresses and passwords.

I will be doing the update later if I have time and report on the results when done.

Hopefully the rest of you will get a similar message from Lavasoft soon.

HALinNY

The fix supplied by Lavasoft does indeed work. It also has some new undocumented features that I did not expect.

I did have (and still do) a major problem with moving the settings from my old installation to the new one. I suggest that you save all the files in your current Enterprise folder. Put them in a safe place until you can verify that your new install is working to your satisfaction.

HALinNY

I have not heard anything from support. I hope I hear soon!
Thanks
Paul

I am having the same problem and open a support request.

They sent to me a new version that resolved the problem.

"we are pleased to provide you with the Lavasoft Ad-Aware Enterprise

suite v.1.9.4.2. This release is a Correction Release where the

Ad-Aware Enterprise Server has been updated. The affected module is the

engine that downloads definition files."

Paulo Sirimarco
Brazil

Thanks, all, for keeping up posted here in the forums. Glad to hear the Support Center is getting you squared away

Good to see some enterprise customers in here too