CIS virus database fails to update

[Guest]

[Ronny]

I am given 91.199.212.171 as an ip for download.comodo.com. I of course, now get destination host unreachable.

Hi Shao,

Sorry if it took a while but we're also Volunteers here, so we can't always fix issues for everybody, just help.
In this case if you get 'destination unreachable' you need to contact your local Network or your Internet Service provider as they should allow routing traffic to this IP range.
It seems somehow this IP range is blocked on your network.

Normally if you diagnose the issue you do a tracert on the IP and it will show you which network device 'doesn't know the right route' to forward these packets to.
If you type this in a command-box.

tracert 91.199.212.171

As you said you can't trace download.comodo.com first thing I would verify is your 'default-gateway' on your network.
Can you ping/trace from that device?

[Shao Lung]

Hi Shao,

Sorry if it took a while but we're also Volunteers here, so we can't always fix issues for everybody, just help.
In this case if you get 'destination unreachable' you need to contact your local Network or your Internet Service provider as they should allow routing traffic to this IP range.
It seems somehow this IP range is blocked on your network.

Normally if you diagnose the issue you do a tracert on the IP and it will show you which network device 'doesn't know the right route' to forward these packets to.
If you type this in a command-box.

tracert 91.199.212.171

As you said you can't trace download.comodo.com first thing I would verify is your 'default-gateway' on your network.
Can you ping/trace from that device?

Sorry - and thanks. I can ping and tracert download.comodo.com - no problems. I also added two other comodo servers to my list in preferences. Please find attached a copy of the screenshot of those commands. Thanks.

[Ronny]

Hi, thanks for that.
So you can ping download and downloads.comodo.com and tracert them.
I think we need to check something else, can you go to More -> Check for updates and see if that gives any response?

Also please try to make a capture of the attempted download using this guide here;
https://forums.comodo.com/guides-cis/how-to-use-wireshark-to-troubleshoot-network-issues-t59409.0.html

I have cut out a bit of your screenshot, there seemed to be more details in there then needed.

[Shao Lung]

Hi, thanks for that.
So you can ping download and downloads.comodo.com and tracert them.
I think we need to check something else, can you go to More -> Check for updates and see if that gives any response?

Also please try to make a capture of the attempted download using this guide here;
https://forums.comodo.com/guides-cis/how-to-use-wireshark-to-troubleshoot-network-issues-t59409.0.html

I have cut out a bit of your screenshot, there seemed to be more details in there then needed.

I completed the Wireshark capture, and also tried updating the program so it could log that as well. No new updates for the program, but the AV update failed as usual. File attached as a TXT file.

[Shao Lung]

I completed the Wireshark capture, and also tried updating the program so it could log that as well. No new updates for the program, but the AV update failed as usual. File attached as a TXT file.

Upon looking at the text file, I thought a screen shot of the errors (in red) would provide some info. Attached.

[Ronny]

Hi Shao,

based on the capture it seems to download the info just fine, there are no network issues to be seen in the trace.
What capture filter did you use? maybe we're missing something there.

And can you post the current DB version More -> About.

Can you also again post the % indicator where the update fails? It seems to think that there are no updates.

[Shao Lung]

Hi Shao,

based on the capture it seems to download the info just fine, there are no network issues to be seen in the trace.
What capture filter did you use? maybe we're missing something there.

And can you post the current DB version More -> About.

Can you also again post the % indicator where the update fails? It seems to think that there are no updates.

 It does not give any percentage of a download or completion - it just fails. In the Wireshark capture I filtered to capture port 80. The database version is 11675.

[Ronny]

Can you please post a screenshot of the failure code(s). Open Antivirus 'View antivirus events' press 'More' then click on 'Task Scheduled' there should be AV updates and failure codes there.

[Shao Lung]

Can you please post a screenshot of the failure code(s). Open Antivirus 'View antivirus events' press 'More' then click on 'Task Scheduled' there should be AV updates and failure codes there.

Thanks! Here is the screen shot (attached)

[Ronny]

Can you run a 'checkdisk' on your system drives to see if there are error's on it? Check your hard disk for errors

After that please start in to safe-mode (Press F8 on reboot) and delete the bases.cav from both \scanners and \repair folders so it needs to download a 'fresh' file?

[Shao Lung]

Can you run a 'checkdisk' on your system drives to see if there are error's on it? Check your hard disk for errors

After that please start in to safe-mode (Press F8 on reboot) and delete the bases.cav from both \scanners and \repair folders so it needs to download a 'fresh' file?

When I delete the bases.cav file I get an "antivirus has failed to initialize" error. No luck. I downloaded the latest av update manually, and installed that. I have a fresh database but no luck in getting it to update on its own. I still get the "failed to update  the antivirus database. Check your internet connection and try again." Any more thoughts or ideas?

[Shao Lung]

When I delete the bases.cav file I get an "antivirus has failed to initialize" error. No luck. I downloaded the latest av update manually, and installed that. I have a fresh database but no luck in getting it to update on its own. I still get the "failed to update  the antivirus database. Check your internet connection and try again." Any more thoughts or ideas?

Hee is the copy of the Log file from the Tasks tab. On 2-26-12, the return code was DIFFERENT than any other date, and the problem ensued from then on. Hope this helps. HELP!

[WxMan1]

Dunno.

Try this:

boot into safe mode & delete bases.cav in:

C:\Program Files\COMODO\COMODO Internet Security

scanners
repair

Now extract the *.cav file out of the downloaded file into ...\repair

rename the file to bases.cav

Now reboot.

The ...\repair\bases.cav gets copied to ...\scanners

sometimes it works - sometimes it don't

In theory if the .../scanners/bases.cav copy get horked, CIS copies the .../repair verson to .../scanners.

Sometimes that works, a LOT of times it don't.

[Shao Lung]

Dunno.

Try this:

boot into safe mode & delete bases.cav in:

C:\Program Files\COMODO\COMODO Internet Security

scanners
repair

Now extract the *.cav file out of the downloaded file into ...\repair

rename the file to bases.cav

Now reboot.

The ...\repair\bases.cav gets copied to ...\scanners

sometimes it works - sometimes it don't

In theory if the .../scanners/bases.cav copy get horked, CIS copies the .../repair verson to .../scanners.

Sometimes that works, a LOT of times it don't.

No go here.

[Fastflys]

Virus Database updater was working ok until this morning [18th April] now I'm getting the message:

"Failed to update the virus signature database. Please check your internet connection and try again later".

There is nothing wrong with my internet connection.  Is there a fault with the CIS virus database updater service today?

I'm based in the UK.

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