What can make my AV to stop getting updates out of sudden?

Sama_El

1. Subscription is still valid.
2. Windows Security Centre is always complaining that my F-Secure protection is out of date.
3. Settings page crashes upon launching, hence I cannot modify any settings to troubleshoot.
4. Last database update was on 18th July 2024.

2024-07-18 01:43:43.323 [13e0.1870] I: Guts2Service::CheckForUpdatesFromServer: Check from server 'https://guts2.f-sos.net'
2024-07-18 01:43:43.323 [13e0.1870] I: Guts2Client::Refresh: Trying with direct connection (no proxy)
2024-07-18 01:43:43.528 [13e0.1870] I: Guts2Client::UpdateLatest: [capricorn-win64] download latest
2024-07-18 01:43:46.373 [13e0.1870] I: Guts2Client::HandleDownloadResult: [capricorn-win64] dowload result: 0 (success)
2024-07-18 01:43:47.174 [13e0.1870] I: Signature::Validate: DAX [capricorn-win64]: validation successful: C:\ProgramData\F-Secure\NS\default\GUTS2\capricorn-win64\1721247273
2024-07-18 01:43:47.175 [13e0.26dc] I: Subscriptions::SetStatus: [capricorn-win64] version 1721247273 status: Processing
2024-07-18 01:43:47.182 [13e0.1870] I: Guts2Service::ScheduleCheck: Next check in 4774s
2024-07-18 01:44:04.210 [13e0.26dc] I: Subscriptions::SetStatus: [capricorn-win64] version 1721247273 status: Success
2024-07-25 10:03:13.387 [13e0.1870] I: Guts2Service::CheckForUpdatesFromServer: No server discovery available: GenericError
2024-07-25 10:03:14.388 [13e0.1870] I: Guts2Service::ScheduleCheck: Next check in 8s
2024-07-25 10:03:28.382 [13e0.1870] I: Guts2Service::CheckForUpdatesFromServer: No server discovery available: GenericError
……
2024-07-26 14:12:03.842 [13e0.1870] I: Guts2Service::CheckForUpdatesFromServer: No server discovery available: GenericError
2024-07-26 14:12:07.026 [13e0.1870] I: Guts2Service::ScheduleCheck: Next check in 6210s

2024-07-26 15:11:59.910 [13e0.18a0] .W: UlConfigurationPlugin::ConfigureDoorman: Failed to get Ultralight config: GenericError
2024-07-26 15:12:01.582 [13e0.18a0] I: UlProxyResolver::GetGuts2ServerFromClientAuth:
2024-07-26 15:12:06.574 [13e0.18a0] .W: UlProxyResolver::GetGuts2ServerFromClientAuth: Getting api service info failed with 1
2024-07-26 15:12:16.574 [13e0.18a0] I: UlProxyResolver::GetGuts2ServerFromClientAuth:
2024-07-26 15:12:21.580 [13e0.18a0] .W: UlProxyResolver::GetGuts2ServerFromClientAuth: Getting api service info failed with 1
2024-07-26 15:12:31.581 [13e0.18a0] I: UlProxyResolver::GetGuts2ServerFromClientAuth:
2024-07-26 15:12:36.581 [13e0.18a0] .W: UlProxyResolver::GetGuts2ServerFromClientAuth: Getting api service info failed with 1

2024-07-26 15:20:47.775 [1448.0001] *E: FSecure.Api.ClientAuthApi: Failed to subscribe to client auth notifications: GenericError
2024-07-26 15:20:47.775 [1448.0001] *F: FSecure.UI.Settings.App: Unhandled exception dispatched to domain handler FSecure.Api.ClientAuthException: ClientAuth error: GenericError
at FSecure.Api.ClientAuthApi.SubscribeToNotifications(String sid, ClientAuthCallbackPtr callback, IntPtr context)
at FSecure.UI.Settings.Model.EntitlementsModel..ctor(IClientAuth clientAuth)
at FSecure.UI.Settings.MainView..ctor(ISettings systemSettings, ISettings userSettings)
at FSecure.UI.Settings.MainWindow.ShowMainView(ISettings systemSettings, ISettings userSettings)
at FSecure.UI.Settings.App.ApplicationStartup(Object sender, StartupEventArgs e)
at System.Windows.Application.OnStartup(StartupEventArgs e)
at System.Windows.Application.<.ctor>b__1_0(Object unused)
at System.Windows.Threading.ExceptionWrapper.InternalRealCall(Delegate callback, Object args, Int32 numArgs)
at System.Windows.Threading.ExceptionWrapper.TryCatchWhen(Object source, Delegate callback, Object args, Int32 numArgs, Delegate catchHandler)
at System.Windows.Threading.DispatcherOperation.InvokeImpl()
at System.Windows.Threading.DispatcherOperation.InvokeInSecurityContext(Object state)
at MS.Internal.CulturePreservingExecutionContext.CallbackWrapper(Object obj)
at System.Threading.ExecutionContext.RunInternal(ExecutionContext executionContext, ContextCallback callback, Object state)
--- End of stack trace from previous location ---
at System.Threading.ExecutionContext.RunInternal(ExecutionContext executionContext, ContextCallback callback, Object state)
at System.Threading.ExecutionContext.Run(ExecutionContext executionContext, ContextCallback callback, Object state)
at MS.Internal.CulturePreservingExecutionContext.Run(CulturePreservingExecutionContext executionContext, ContextCallback callback, Object state)
at System.Windows.Threading.DispatcherOperation.Invoke()
at System.Windows.Threading.Dispatcher.ProcessQueue()
at System.Windows.Threading.Dispatcher.WndProcHook(IntPtr hwnd, Int32 msg, IntPtr wParam, IntPtr lParam, Boolean& handled)
at MS.Win32.HwndWrapper.WndProc(IntPtr hwnd, Int32 msg, IntPtr wParam, IntPtr lParam, Boolean& handled)
at MS.Win32.HwndSubclass.DispatcherCallbackOperation(Object o)
at System.Windows.Threading.ExceptionWrapper.InternalRealCall(Delegate callback, Object args, Int32 numArgs)
at System.Windows.Threading.ExceptionWrapper.TryCatchWhen(Object source, Delegate callback, Object args, Int32 numArgs, Delegate catchHandler)
at System.Windows.Threading.Dispatcher.LegacyInvokeImpl(DispatcherPriority priority, TimeSpan timeout, Delegate method, Object args, Int32 numArgs)
at MS.Win32.HwndSubclass.SubclassWndProc(IntPtr hwnd, Int32 msg, IntPtr wParam, IntPtr lParam)
at MS.Win32.UnsafeNativeMethods.DispatchMessage(MSG& msg)
at System.Windows.Threading.Dispatcher.PushFrameImpl(DispatcherFrame frame)
at System.Windows.Threading.Dispatcher.PushFrame(DispatcherFrame frame)
at System.Windows.Threading.Dispatcher.Run()
at System.Windows.Application.RunDispatcher(Object ignore)
at System.Windows.Application.RunInternal(Window window)
at System.Windows.Application.Run()
at FSecure.UI.Settings.EntryPoint.Main(String[] _)
at FSecure.Tools.ProbeEntryPoint.Main(String[] args)
2024-07-26 15:20:49.573 [1448.0001] I: *** LOGGING ENDED ***

fssettings_crashdumps.zip

PawełP

Hello @Sama_El

I will join willingly to help you so that you do not have to contact our customer support.

I will send you in a private message on our forum instructions for downloading diagnostic data from our program on your device. I will forward these data to R&D so that our specialists can examine them and look for the cause of the problem.

Please take a look at your inbox on our forum.

Best regards.

Pawel

Ville

GenericError should not happen but I can't see the reason from the crash dumps you posted. Can you contact support and provide support tool collected logs (fsdiag), they will forward them to us in R&D and we will take a look.