Problem with update Device Protection

Hello @Molly1900

We're following up on the issue you reported earlier. We wanted to confirm a few things with you to help us understand what's happening.

Based on the screenshots you kindly shared previously, it appears there might not be a specific error message displayed when you're trying to update the Device Protection module; we see it processing with a percentage indicator.

For clarity, when you click "Check now" (and for automatic updates as well), our system is designed to download and install the latest database available from the server, even if it's the same version you already have. This process ensures your protection is always fresh from the source.

In your first comment's screenshot, we noted that F-Secure OneClient (x64) wasn't installed, but the Device Protection module successfully updated. Then, in your second comment's screenshot, F-Secure OneClient was installed, and the Device Protection module was processing.

Could you please confirm if this behavior (i.e., the update processing without an explicit error message) is what you're consistently observing?

We're looking forward to hearing from you so we can get to the bottom of this.

Thank you, and have a lovely day.

One Question :

Have you managed to get both of "device Protection" and "F-Secure OneClient (x64) 6.3.308(25.5)" to state "Installed"( Installerat).After pressing "Kontrollera nu" Device Protection starts "looping"(percentage indicator.) in getting the latest updates(even there's no new database available) and does this same regulary,it's normal behaviour.I'm afraid we are not necessary aware of what do you mean by "Loop Install"? .Can you describe it more clearly,thank you…?

Hello @Molly1900

Please accept my apologies for the delayed response.

Thank you for sending over the latest fsdiag.

To help us investigate further, could you please clarify what error message you encountered when attempting to check for updates? The screenshot you provided shows "processing," so we'd appreciate it if you could share any error messages that appeared after that stage.

Once the process is complete, it should display the installed version. Could you confirm if the version shown matches what you've observed?

Alternatively, if you experienced an error during the update installation itself, any additional information you could provide would be very helpful.

We appreciate your cooperation and look forward to hearing from you soon.

Hello @Molly1900

To help us fully understand what's happening, could you please clarify what you mean by the update "looping"? Specifically, we're trying to understand the exact behaviour you're seeing.

Could you tell us:

• Does the update get stuck at 28%? If so, what happens after that?
• Do you receive any error messages during the update process? If you do, please provide the exact message.
• If there's no error message, what happens after it shows "processing (28%)"? Does the percentage change or increase at all?
• Does the device eventually show that the update is installed?

A screenshot taken after it shows "processing" would also be incredibly helpful in showing us what's happening on your screen.

Providing these details will give us a much clearer picture of the situation on your device.

We appreciate your help and look forward to your response.

Thanks, and have a lovely day.

Hello @Molly1900

Thanks for your reply and for providing those helpful screenshots.

Based on what you've shared, it looks like the update check is actually working just as it should. Your screenshots 1 and 2 show the process moving from 42% to 57%, and then finally, screenshot 3 confirms that the update was successfully installed, displaying version 1.0.2504.5388. This indicates that your F-Secure app is functioning as intended, and the update completed successfully without any "looping" state.

Just to clarify, whether you click "Check now" or if the app updates automatically, our system is designed to download and install the latest database from our servers. This happens even if it's the same version you already have, ensuring your protection is always current and refreshed directly from the source.

Please let us know if you have any other questions or need further assistance, or you may also reach our support at this link.

Thanks again, and have a lovely day.

Just to throw in some points for reference reading. Based on how I understand the situation, official resources and responses.

the current product design is like:

• downloading any available updates on the server PER checking updates (manual or automatic);
• 
  this is true even if the same 'version' of the "database" is already in use - it will just be re-downloaded/reinstalled;
• 
  this is done only to ensure that the device has received the most current, up-to-date actual and latest version available (like the connection was successful, otherwise there would be a failed state rather than a successful check with a failed actual download of updates); and to eliminate any other unexpected difficulties with protection on the device (such as and because of ""refreshed directly from the source."" output);
• automatic checks for updates now occur every ~three hours (or so) instead of every ~hour, which allows you to install newer updates in most cases (and to reduce number of 'mock' re-downloadings);

Then, a bit of version's name situation. For example,

• Device Protection 1.0.2504.5388 [8.20.55.196/2025-06-11T_timestamp_Z]

for me, later it could be like:

• Device Protection 1.0.2504.5388 [8.20.55.198/2025-06-11T_timestamp_Z]

Where the difference between first timestamp and new one is almost two hours (where timestamp, as I think, is time of release).

Despite "1.0.2504.5388" is kept, but "8.20.55.196" is jumped to "8.20.55.198".

Thus, I forced the update check (otherwise it would have happened a little later) - and based on the name of the previously and currently available update - in three hours - I would have received at least one (fresh) update. And accordingly, during this period, the extra bandwidth would not have been spent without reason. Mostly, giving you the updated database.

However, as I suspect, there are some loop scenarios:

• somehow (or something) crashed during update checks. And, so, updates are not installed / are not refreshed. And kept getting 'loop' or even stuck at old version. Although I think that resources will not be consumed here. Since if a crash occurs at the time of loading or installing updates due to a network driver, then this most likely happens at an early stage. In other topics (or here originally) there was some discussion about something where it was said that checking for updates or installing them or downloading them happens constantly (without cleaning) and gradually uses up disk space. A simpler form is that the update check constantly fails ("failed" or unsuccessful state).
• entire Device Protection is not installed completely and there is a loop of trying to do so. Which, as I assume, was diagnosed as conflicting with another security solutions or certain firewall configurations. or whatever else internal reason could be.

it is strange to note that, usually, any of cases were accompanied by occasional possibility to get a proper state by "clean" installing product (or uninstalling/installing it back). what would look like to me is that there is some kind of dependency with the use of the system (let's say, not enough reboots were done at some point and some kind of non-revertible failure occurred), some kind of crash during use in certain routine, or there may be an excessive load on the local network of the device system.

I have probably encountered most of the "pieces" except for the looping updates that consume disk space. But in my case - it was either possible to sort out by system reboot; or was fixed long ago (or quite so) by itself or by F-Secure product update. Although it would be nice to understand why some users still mention "failed" updates or even disk space consumption. As well as BSODs (bad_pool_caller) - which I had up-to-fiive times randomly a long time ago even before the official release of the current solution; somehow without any repetitions then.

// one small addition: there is a difference between product update/upgrade like from one version to another; with new features, fixed bugs and so things. And 'daily' AV database updates or any other sort of security intelligence. The latter is indeed daily and constant thing for ensure proactive protection against threats and brief reaction against new malware. They are mostly 24/7/365 there (although they are naturally not released every second, minute or even hour; but are grouped into a certain set with some reasonable frequency or as needed/possible). This is a vital part of the entire security complex, not just the functioning of the software.

Thanks!

Hello,

Thank you for your patience as we investigate the issue further. In the meantime, please try the following workaround to help ensure the update installs successfully:

1. Open the Control Panel
2. Go to Network and Sharing Center
3. Click on Change adapter settings
4. Right-click on your active network adapter and select Properties
5. Uncheck Internet Protocol Version 6 (TCP/IPv6)
6. Click OK to apply the changes

Once you've completed these steps, please try running the update again.

Let us know if this resolves the issue or if you need any further assistance.

Thank you, and have a lovely day.

Hi everybody,

I keep on having the same problem with one of five machines - can't update database, thus permanent scanning is being deactivated. At first, it seemed that reinstalling could get rid of the problem, but scanning worked only for a couple of minutes. After that, again the database update failed, which led to deactivation anti-virus protection. Annoying, to be honest…

Anyway, what's the point of deactivating the whole protection just because the database is not brand-new? Outdated protection is still way better than no protection at all?!

Suggestions are highly recommended. As JOnes pointed out, deactivating IPv6 cannot really be the solution…

Thanks and best,

dflp