Typically, the problem updating the pattern files will come from a problem connecting to the pattern file server. Occasionally, the problem is within the program itself. We recommend that you perform the following testing:
Try to “ping” the update server.
- Go to the Start menu.
- Choose the “Run…” option.
- On the Run window, type “cmd” without the quotes in the Open field.
- Click the OK button. This will open a command window.
- In the command window, type "ping updates.sunbeltsoftware.com" without the quotes. Please make sure you include the space between the words "ping" and "updates".
- Press the enter key. You should see something very similar to the following:
Reply from 188.8.131.52: bytes=32 time=103ms TTL=120
Reply from 184.108.40.206: bytes=32 time=124ms TTL=120
Reply from 220.127.116.11: bytes=32 time=98ms TTL=120
Reply from 18.104.22.168: bytes=32 time=99ms TTL=120
Ping statistics for 22.214.171.124:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 98ms, Maximum = 124ms, Average = 106ms
Make sure the "Reply from" shows 126.96.36.199. If it shows a different set of numbers, then there is something else on the machine that is re-directing traffic, possibly a threat or another security program.
Check update server connectivity.
Test connecting to the pattern file update server by going to this address:
This should open a white page with a URL similar to the following printed on the page:
If you can see this page, this means that at the very least, you can make a connection to the server and it is responding to your request.
Test downloading the pattern file.
The next thing you will need to do is copy the URL that is printed on that page from above,paste it into the Address bar of your internet browser and go to that address. You should now receive a prompt asking if you want to Save or Run a file with a .SGN file extension in the file name. At this point, you will want to choose the Save option and download that file. We recommend it is saved to some place easily located, such as your Desktop.
If the testing above fails at any point, please follow the troubleshooting directions found here:
Troubleshooting connectivity errors for pattern file updates with v9 or later. (KB000014)
If the testing above completes with no problems and the file successfully downloads, please follow the troubleshooting directions found here:
Troubleshooting application errors preventing pattern file updates in v9 or later. (KB000013)