This is the second part of a troubleshooting process for problems updating pattern files for v9 or later. If you have not already done so, please go through the troubleshooting on this page before attempting any of this:
Problems updating pattern files in v9 or later. (KB000012)
You should only be performing this troubleshooting if the testing from the previous page failed. In that case, please try the following to resolve your issue:
Step 1
Check firewall application(s)
Do you have a firewall application running? If so, check the firewall settings to make sure it is not blocking access to the update server. Also, make sure it is not blocking our program from accessing the internet.
If you make any changes to your firewall settings, please try checking for pattern file updates after making those changes.
Step 2
Check your computer's host file.
Your computer's Hosts file should be located here: C:\WINDOWS\system32\drivers\etc
An original Hosts file should look like this if you open it with Notepad:
--------------------------------------------------------------------------
# Copyright (c) 1993-1999 Microsoft Corp.
#
# This is a sample HOSTS file used by Microsoft TCP/IP for Windows.
#
# This file contains the mappings of IP addresses to host names. Each # entry should be kept on an individual line. The IP address should # be placed in the first column followed by the corresponding host name.
# The IP address and the host name should be separated by at least one # space.
#
# Additionally, comments (such as these) may be inserted on individual # lines or following the machine name denoted by a '#' symbol.
#
# For example:
#
# 102.54.94.97 rhino.acme.com # source server # 38.25.63.10 x.acme.com # x client host
127.0.0.1 localhost
--------------------------------------------------------------------------
Delete anything after "127.0.0.1 localhost", then go to the File menu and select the Save option. Then, try updating the pattern files again.
Step 3
Check your DNS settings.
Most computers are configured to gather their DNS settings from their internet service provider automatically. Some malicious programs reset this information and specify a different DNS server in order to prevent applications such as anti-virus software from receiving updates. You will want to check to make sure your DNS configuration is set to "Obtain DNS server address automatically". To do so, please perform the following steps:
- Select Control Panel from the Start menu.
- Click Network Connections from the Control Panel choices.
- Choose your connection from the Network Connections window.
- Click Properties button.
- Select Internet Protocol (TCP/IP) and click Properties.
- Click the radio button "Obtain DNS server address automatically", and click "OK".
You may need to restart your computer after making this change. Either way, we recommend that you try restarting your computer. After it restarts, please check to see if you can download the pattern file updates at this point.
Step 4
Flush your DNS settings.
Download and run this script: http://www.sunbelt-software.com/support/SCU/FlushDNS.exe
After flushing the DNS you will need to reset your modem and if applicable your router. The manufacturer of these devices should have information on how to do this. After these devices have been reset and the script has been run, please testing downloading the pattern files once more.
Step 5
If the problem is still not resolved, edit your Hosts file again from step 2 and add the following line to the end of it:
72.21.92.132 ec.sunbeltsoftware.com
Please make sure you include the space between the "132" and the "ec". After you add this line, go to the File menu and select the Save option. Afterwards, try a pattern file update as you normally would.
Step 6
Manually updating pattern files.
If at this point you are still unable to update your pattern files through the program, you can do this through a manual update. You can find directions on how to do that here:
Manually installing pattern file updates with v9 or later. (KB000015)