Issue:
F-Secure product (SAFE or Internet Security) is unable to update malware definitions on Windows 7 and Windows 10 computer. The update log Aua.log shows an error appearing during connecting to the F-secure update server:
- I: Checking for updates from guts2.sp.f-secure.com
- I: Update check failed, error=201 (timed out)
- I: Connection failed, error=202
Resolution:
Make sure that you do not have any firewall setting or network filtering that could block the connection to guts2.sp.f-secure.com.
If the issue is not caused by the firewall, you can try to change the computer's network adapter settings to turn off Internet Protocol Version 6 (TCP/IPv6), as that may create some issue for our product to connect to the update server. Please follow the instructions below.
On Windows 7:
- Press Start.
- Select Control Panel. Make sure you are in the Large or Small icons view
- Open Network and Sharing Center
- On the left pane, select Change adapter settings
- Right-click the connection for which you want to disable IPv6, and select Properties
- Uncheck Internet Protocol Version 6 (TCP/IPv6) and click OK
On Windows 10:
- Go to the Control Panel
- Open Network & Internet/ Click on Ethernet
- Click on the right side on Change adapter options
- Right-click the connection you are using
- Click on Properties
- Uncheck the Internet Protocol Version 6 (TCP/IPv6) and click OK
Note: If you are using a business product, such as Elements Endpoint Protection or Business Suite Client Security, you can use the Connectivity Tool to check for any connectivity issues between the device and the update server. You can download the Connectivity Tool from here.
Article no: 000007389
