Author Topic: unable to access Universal AV server  (Read 3276 times)

Offline cutting_edgetech

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unable to access Universal AV server
« on: October 28, 2015, 10:25:11 AM »
SecureAPlus says "unable to access Universal AV server. Please check your internet connection". My wireless internet is working fine. I'm using Windows 7X64 Ultimate. I'm also using Eset Smart Security 8, AppGuard, and MalwareBytes Anti-Exploit. What data do you need to collect to diagnose this issue? Do you want to look into this problem?

Offline cutting_edgetech

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Re: unable to access Universal AV server
« Reply #1 on: October 28, 2015, 12:32:46 PM »
Here are some entries from my Universal AV Log. I can send the entire log if needed. I have tried disabling my Firewall, and rebooting my machine. It did not resolve the issue.

2015-10-27 22:29:40 Downloading scan result to: C:\ProgramData\SecureAge Technology\SecureAge\UniversalAV\KexMPhzp-52676-1445999348.7z
2015-10-27 22:30:22 ### Download failed: "C:\ProgramData\SecureAge Technology\SecureAge\UniversalAV\KexMPhzp-52676-1445999348.7z". Error code: 12029. A connection with the server could not be established
2015-10-27 21:27:58 ### Unable to connect to uav.secureaplus.com. Error code: 12002. The operation timed out
2015-10-27 21:30:35 ### Unable to connect to uav.secureaplus.com. Error code: 12029. A connection with the server could not be established
2015-10-27 21:32:46 ### Unable to connect to uav.secureaplus.com. Error code: 12002. The operation timed out
2015-10-27 21:35:35 ### Unable to connect to uav.secureaplus.com. Error code: 12029. A connection with the server could not be established
2015-10-27 21:42:44 ### Failed: uav.secureaplus.com/CheckWhitelistDone.php. Error code: 12029. A connection with the server could not be established
2015-10-27 21:42:44 ### Unable to get server processing status. Error code: 12029. A connection with the server could not be established
2015-10-27 21:44:09 ### Unable to connect to uav.secureaplus.com. Error code: 12029. A connection with the server could not be established
2015-10-27 21:49:10 Submit new hashses.
2015-10-27 21:49:10 Export whitelist to: C:\ProgramData\SecureAge Technology\SecureAge\Whitelist\whitelist.new
2015-10-27 21:49:11 Move "C:\ProgramData\SecureAge Technology\SecureAge\Whitelist\whitelist.new" to "C:\ProgramData\SecureAge Technology\SecureAge\Whitelist\whitelist.rec"
2015-10-27 21:49:11 No new hash.
2015-10-27 21:49:11 Delete: C:\ProgramData\SecureAge Technology\SecureAge\Whitelist\to be transferred\20151028014910_KexMPhzp-52676_whitelistmissing.txt
2015-10-27 21:49:11 Total number of hashes: 34159
2015-10-27 21:49:11 Number of recorded whitelist entries: 34159
2015-10-27 21:51:23 ### Failed: uav.secureaplus.com/CheckWhitelistDone.php. Error code: 12002. The operation timed out
2015-10-27 21:51:23 ### Unable to get server processing status. Error code: 12002. The operation timed out
2015-10-27 21:54:48 ### Unable to connect to uav.secureaplus.com. Error code: 12029. A connection with the server could not be established
2015-10-27 21:59:16 Next UniversalAV scanning is scheduled at: 2015-10-27 22:59:16
2015-10-27 21:59:16 No new sample file from this machine.
2015-10-27 22:00:19 ### Failed: uav.secureaplus.com/CheckWhitelistDone.php. Error code: 12029. A connection with the server could not be established
2015-10-27 22:00:19 ### Unable to get server processing status. Error code: 12029. A connection with the server could not be established
2015-10-27 22:02:10 ### Failed: uav.secureaplus.com/CheckWhitelistDone.php. Error code: 12002. The operation timed out
2015-10-27 22:02:10 ### Unable to get server processing status. Error code: 12002. The operation timed out
2015-10-27 22:04:00 ### Unable to connect to uav.secureaplus.com. Error code: 12031. The connection with the server was reset
2015-10-27 22:05:00 ### Failed: uav.secureaplus.com/CheckWhitelistDone.php. Error code: 12029. A connection with the server could not be established
2015-10-27 22:05:00 ### Unable to get server processing status. Error code: 12029. A connection with the server could not be established
2015-10-27 22:06:29 ### Unable to connect to uav.secureaplus.com. Error code: 12029. A connection with the server could not be established
2015-10-27 22:10:40 ### Failed: uav.secureaplus.com/CheckWhitelistDone.php. Error code: 12002. The operation timed out
2015-10-27 22:10:40 ### Unable to get server processing status. Error code: 12002. The operation timed out
2015-10-27 22:12:10 ### Failed: uav.secureaplus.com/CheckWhitelistDone.php. Error code: 12002. The operation timed out
2015-10-27 22:12:10 ### Unable to get server processing status. Error code: 12002. The operation timed out
2015-10-27 22:13:14 ### Unable to connect to uav.secureaplus.com. Error code: 12029. A connection with the server could not be established
2015-10-27 22:23:59 ### Unable to connect to uav.secureaplus.com. Error code: 12031. The connection with the server was reset
2015-10-27 22:26:12 ### Failed: uav.secureaplus.com/CheckWhitelistDone.php. Error code: 12029. A connection with the server could not be established
2015-10-27 22:26:12 ### Unable to get server processing status. Error code: 12029. A connection with the server could not be established
2015-10-27 22:27:38 ### Unable to connect to uav.secureaplus.com. Error code: 12029. A connection with the server could not be established
2015-10-27 22:28:53 Downloading scan result...
2015-10-27 22:29:40 Downloading scan result to: C:\ProgramData\SecureAge Technology\SecureAge\UniversalAV\KexMPhzp-52676-1445999348.7z
2015-10-27 22:30:22 ### Download failed: "C:\ProgramData\SecureAge Technology\SecureAge\UniversalAV\KexMPhzp-52676-1445999348.7z". Error code: 12029. A connection with the server could not be established
2015-10-27 22:31:48 No sample file requested by the server.
2015-10-27 22:32:15 ### Failed: uav.secureaplus.com/NotifyRemoveMachineStatus.php. Error code: 12029. A connection with the server could not be established

Offline hendy

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Re: unable to access Universal AV server
« Reply #2 on: October 28, 2015, 01:11:28 PM »
Thank you for showing us the log entries. It looks like the server does not responding on time. It may be due to high traffic. We will check our server.

Offline cutting_edgetech

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Re: unable to access Universal AV server
« Reply #3 on: October 28, 2015, 01:38:20 PM »
The Universal AV engines now appear in the exclusion tab again.  :)  I'm not sure if you guys done something on the server, or if the new Firewall rule I just created fixed the issue. The firewall rule Eset created during the installation of SAP worked fine at first so i'm guessing it may have been something server side.

Edited 10/28 @1:42 am
« Last Edit: October 28, 2015, 01:43:19 PM by Michael »