Good afternoon,

We have a monitoring agent that should be able to query the version of virus definitions for AVG, but is failing to communicate with the AVG software and therefore claiming that AVG has not been updated when it has.

The environment is:
Windows 2003 Standard Edition SP2
AVG Internet Security Business Edition (2012.0.2221)
Virus database version 2634/5437 (04 December 2012, 19:34)

Installed components:
Anti-rootkit, Anti-spam, Anti-virus, EMS (VSAPI), Remote Administration

The agent software (GFI MaxRemote) queries AVG by loading F:\Program Files\AVG\AVG2012\avgapix.dll. According to GFI the .dll is being loaded correctly, but is failing to communicate with AVG.

To be clear - this is NOT an updating fault. The monitoring software falsely flags the server as a failed update every day, but in fact AVG is updating correctly. GFI support have asked me to raise the issue with AVG support.

I look forward to your response.

Simon

Hi Plustech,

Should the GFI software report that AVG is up-to-date? Or that it has ran an update? Or just the definitions that it is currently running?

The database is slightly out of date still. Latest version available while writing this is 2634/5440 (6 Dec 2012 07.34), so AVG should be on this version if updating daily.

If you run this in command prompt, is the db version reported correctly?

"C:\Program Files\AVG\AVG2012\avgscanx.exe" /scan=nul

Please send us the AVG log files from the Server. Use your login address in the tool and inform us when the log files have been sent - http://www.avg.com/filedir/util/support/runner_en.exe

Thanks,

Michael Allen

AVG Customer Services

http://www.avg.com



Join the AVG community!

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Michael,

Thank you for your prompt response.

The monitoring agent queries the AV software and compares that to the history of updates to determine whether it is up to date or not. As the agent cannot determine the version, it fails the update check:

Site: Aylesbury, SERVER01
The test Antivirus Update Check - Grisoft AVG failed.
Additional information :
Error detail :

Please see attached JPG for further details.

Yes, I became aware recently that AVG isn't updating itself correctly. If I prompt an update manually then it does update. It's set to check for updates every 4 hours (default?), but I was less concerned about that as I assume it will be relatively simple to correct.

Result of command line:
C:\>"F:\Program Files\avg\AVG2012\avgscanx.exe" /scan=nul
AVG 2012 Anti-Virus command line scanner
Copyright (c) 1992 - 2012 AVG Technologies
Program version 2012.0.2221, engine 2012.0.2634
Virus Database: Version 2634/5437 2012-12-04


Objects scanned : 0
Found infections : 0
Found PUPs : 0
Healed infections : 0
Healed PUPs : 0
Warnings : 0

I then ran an update manually, which succeeded. The AVG Diagnostics 2012 is collecting and sending the data at the moment.

Some additional information that might assist:

1. AVG is installed in F:\Program Files\AVG\AVG2012
2. The AVG vault is located in C:\$AVG\$VAULT

Regards,

Simon

Hi Plustech,

We have received the logs. Will get back to you as soon as we can.

Thanks,

Michael Allen

AVG Customer Services

http://www.avg.com



Join the AVG community!

http://www.facebook.com/AVGFree

http://www.twitter.com/avgfree

http://www.youtube.com/officialavg

Hi Plustech,

Thank you for the logs, unfortunately we could not identify the cause of the issue. Would you mind generating a different log for us as follows:

- Save the attached file attached to this post (psw is your login address)
- Copy the 'cfg' file to 'C:\Documents and Settings\All Users\Application Data\AVG2012\log'
- Induce the issue with GFI so some information is captured to the log
- There should be some 'avgapi*.*' files created in the log folder

Please add all these files to a zip file and either attach to your reply if under 2mb or upload to our FTP Server and inform us of the filename.

Thanks,

Michael Allen

AVG Customer Services

http://www.avg.com



Join the AVG community!

http://www.facebook.com/AVGFree

http://www.twitter.com/avgfree

http://www.youtube.com/officialavg

Michael,

Only one small avgapi.log file was generated, so I have attached it without zipping it. Hope that's okay.

Kind regards,
Simon

Hi Plustech,

Thanks for the log file.

Can you confirm how long AVG has been installed on the Server?
Is the Server only capable of updating from the AVG Admin Server or is it able to update from the internet aswell?

According to the log we received the AVG api package is not installed. This should be downloaded and installed after something tries to access the api.

Please can you request the AVG update information from GFI again. Wait for 10 - 20 minutes and then gather:

C:\Documents and Settings\All Users\Application Data\AVG2012\log:

avgupd.log
avgupdm.log

- Please add these to a zip file and attach to the next post (or upload to our FTP Server as described previously.)

Thanks,

Michael Allen

AVG Customer Services

http://www.avg.com



Join the AVG community!

http://www.facebook.com/AVGFree

http://www.twitter.com/avgfree

http://www.youtube.com/officialavg

Hi Michael,

Thanks for your continued assistance.

AVG2012 has been installed for the last 2-3 months. Prior to that AVG has been installed since around 2010. The GFI monitoring has only recently been installed, which is when the issue became apparent.

The server can update from the Admin Server (itself) or from the AVG servers (internet).


Where should I download the AVG api package from?

Thanks again,

Simon Fossel

Hi Plustech,


The download should be an automatic process, so I cannot provide you with a location to download it yourself. Would it be possible to get the update logs please as described in previous post.

Thanks,

Michael Allen

AVG Customer Services

http://www.avg.com



Join the AVG community!

http://www.facebook.com/AVGFree

http://www.twitter.com/avgfree

http://www.youtube.com/officialavg

Michael,

The log files you requested are attached.

The AVG Admin Server won't start So I'm looking into that now...

Thanks again for your continued assistance.

Regards, Simon