Unable to update WSA without VPN service connected

Discussion in 'Prevx Releases' started by Cutting_Edgetech, Mar 28, 2012.

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  1. Cutting_Edgetech

    Cutting_Edgetech Registered Member

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    I have a strange problem with WSA. I have Boleh VPN installed on my workstations. If I try to update WSA with my ISP's connection without Boleh VPN connected it says unable to update at this time. As soon as I connect to Boleh VPN WSA can update with no problem. My internet connection works just fine without Boleh VPN connected. All other applications can access the internet with no problem. I have one workstation with Xerobank on it, and I have the same problem with it. I cannot update WSA anymore unless i'm connected to Xerobank on that machine. If I try to use my ISP connection without the VPN connected then WSA will not update. I attempted to update WSA all day, but it continued to say unable to update at this time. As soon as I connect to the VPN service I can update to the next build of WSA with no problem. What is likey to be the problem?
     
  2. Triple Helix

    Triple Helix Webroot Product Advisor

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    I had a problem to reinstall WSA today as it wouldn't accept my key so you gave me an Idea so I connected to a VPN and it installed fine very strange I have been in contact with support when I get a reply I will let you know!

    TH
     
  3. Cutting_Edgetech

    Cutting_Edgetech Registered Member

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    Thanks Triple Helix! I have this problem on all my workstations. I believe it must be some sort of bug either locally or with their servers.
     
  4. Victek

    Victek Registered Member

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    The most obvious thing a VPN does is change your apparent location.
     
  5. Triple Helix

    Triple Helix Webroot Product Advisor

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    Yes I know but it is still strange as I'm in Canada and Cutting_Edgetech is in the US! And WSA seams to be running OK ATM without VPN.

    TH

    I was getting this when I tried to install without the VPN!

    Capture28-03-2012-1.25.27 PM.jpg
     
  6. Victek

    Victek Registered Member

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    Hmm...maybe try running a "trace route"?
     
  7. Pain of Salvation

    Pain of Salvation Registered Member

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    Mine has not updated yet... can I download de installation file at webroot's home page and install over?
     
  8. Triple Helix

    Triple Helix Webroot Product Advisor

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  9. Triple Helix

    Triple Helix Webroot Product Advisor

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    Well so far they had me upload Wireshark log and other logs via one of there utilities Tools! I also sent the link to this thread to show that I'm not the only one!

    TH
     
  10. Cutting_Edgetech

    Cutting_Edgetech Registered Member

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    I've been having this problem for A little over a week. I'm going to capture the update attempt using Fiddler, and see if that shows the problem. I'm at work now so it will have to wait until I return home.
     
  11. PrevxHelp

    PrevxHelp Former Prevx Moderator

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    Do you have any means of allowing a specific URL through your VPN? It could be that even when disconnected, it's blocking network traffic that it shouldn't be, and as WSA is downloading a binary file, it might be blocking it thinking that it's malicious.

    You may want to try excluding *.webrootcloudav.com if possible.

    Let me know your results!
     
  12. Triple Helix

    Triple Helix Webroot Product Advisor

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    No I can't! But it works well with the VPN but when I go back to my ISP it doesn't even after a reboot. When I Right Click on the tray Icon and Check for Updates I get that there is no connection. I'm going through it with support tech Lucas!

    Daniel
     
  13. Triple Helix

    Triple Helix Webroot Product Advisor

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    Update from the support inbox: They asked me to do a trace route (Thanks Victek123) and found that the servers I connect to in the cloud were not in sync so it's working fine at this time for me so Cutting_Edgetech try again to Check For Updates and also Reactivate your key to see if your issue is solved if not send me a PM and I will send you to Webroot Tech support person that was helping me!

    Thanks,

    TH
     
  14. Cutting_Edgetech

    Cutting_Edgetech Registered Member

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    I don't believe reactivating my key will help. It seems we are having 2 different issues. The first screen shot shows that an update is available when I check for an update by right clicking the WSA tray icon, and choosing check for updates. I then click yes for would you like to apply this update now. I then get the message in the second screen shot. I have WSA installed on 5 workstations, and I have this problem on all 5 workstations. The only way I can update is by connecting to my VPN service (Boleh VPN or Xerobank). The update then downloads, and installs with no problem. This has been the case for about 2 weeks now. I captured Wireshark logs, but I have not sent them yet.
     

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  15. Cutting_Edgetech

    Cutting_Edgetech Registered Member

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    Hmm.. I thought I checked this once before, but it seems the latest build of Online Armor is preventing WSA from communicating with the net in some cases. Here is a screenshot of my OA log. It says its blocking it due to it being on OS's default restricted port list. The strange thing is I have LnS firewall on 2 XP Pro x 32 machines, and WSA will not update on those workstations either without connecting to a VPN. I shut down OA, and attempted to update again. I still have the same problem with OA shut down.
     

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  16. Triple Helix

    Triple Helix Webroot Product Advisor

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    I see that you are in Shadow Mode when trying to update?

    TH
     
  17. Cutting_Edgetech

    Cutting_Edgetech Registered Member

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    I noticed you use LnS FW Tripple Helix. You may want to check your LnS FW logs to see if there may be an issue there as well. I'm going to check one of the workstations I have LnS installed on later on myself. I want let this go until I figure this out.
     
  18. Cutting_Edgetech

    Cutting_Edgetech Registered Member

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    Yeah, that's in case I want to connect to my VPN, and update WSA to take advantage of the latest builds improvements. I want to be able to reboot, and go back to the earlier build so that I can continue to trouble shoot this issue later on if I choose to.
     
  19. Triple Helix

    Triple Helix Webroot Product Advisor

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    Try turning all other security off if you have them on what's in your Signature? And if that doesn't work you will have to contact the Webroot support inbox to get this figured out!

    TH
     
  20. Cutting_Edgetech

    Cutting_Edgetech Registered Member

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    I'm going to figure it out Triple Helix. It might take me a while, but I want give up!
     
  21. PrevxHelp

    PrevxHelp Former Prevx Moderator

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    Could you try downloading the version manually and running it to see if it updates?
     
  22. Cutting_Edgetech

    Cutting_Edgetech Registered Member

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    Joe, i've done that, and it does update if I download the installer from the website. The only problem is that it does not solve the issue. As soon as another update is available I have the same problem all over again. I have to connect to my VPN service or WSA will not update.
     
  23. Triple Helix

    Triple Helix Webroot Product Advisor

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    Maybe it has nothing to do with you as my issue was with the Cloud servers not being in Sync for updates and activating keys but it had nothing to do with the Cloud for protection and scanning! The Webroot support person that was helping me knows about your issue and is willing to help you as I gave him the link to this thread so when you are ready to give up send me a PM and I will give the info to get in contact with him!

    TH
     
  24. Cutting_Edgetech

    Cutting_Edgetech Registered Member

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    Where can the installer for WSA AV be downloaded? Its too much of a hassle to constantly be having to enter my e-mail address, and then having to go to my inbox just to be able to update.
     
  25. Dermot7

    Dermot7 Registered Member

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