Webroot® Mobile for Android

[USaferWthDelusn]

Webroot failed to update its threat definition. This likely means your device doesn't currently have internet access. You can continue your scan with the current definition set or cancel. Error: OutOfMemoryError processing def update. Continue or Cancel.

Also, DEFINITION UPDATE FAILED. Network error attempting to access the Webroot servers. Please ensure your device is connected to the Internet.

Also, Webroot Secure Anywhere Mobile Premier (process com.webroot.securing full) has stopped unexpectedly. Please try again.

DEFINITION SET 330. Version 2.9.0.3559.

Is somebody know what to do??? The HELP recommended to post on FORUM to get E-mail from MODERATOR to send collected system data from phone for tech support. Or may be it would be solved by itself??? For example, via updates?? But how come, the updates fail to be installed?

[MikeR Moderator]

Hey USaferWthDelusn,

I am interested in collecting logs from your mobile device and I will be sending you a private message with the instructions. Have you tried switching your connection type from 3G/4G to wifi or vice versa when updating the definitions?

Even if this sovles the definition issues, I think it would be helpful for me to take a look at the logs due to the OutOfMemoryError and the processes that are stopping unexpectedly.

[USaferWthDelusn]

I'm interesting if will be any different answers for the problem - or will not? if YES, how soon it will be?

[MikeR Moderator]

The logs you had sent did not reflect the errors reported. They were probably gathered too far after the issue occured. When collecting logs, it is important to gather them immediately after recreating the issue and after you receive the errors. I will be sending you another set of instructions on how to reset the definitions via Private Message.

If that does not solve the issue, you will need to send another set of logs immediately after recreating the issue.

Collecting Mobile Logs:

1.  First, replicate the issue you have been experiencing.  Be sure to do this immediately prior to carrying out the rest of these steps.

2.  Open the Webroot SecureAnywhere Mobile application.

3.  From the main screen of the Webroot app, tap the Android Menu button.

4.  Tap General Settings.

5.  Tap Support Options.

6.  Tap Collect and mail logs.

7.  Mail these logs to the email address that I send you in a Private Message

[jimbo]

I'm also having this issue "definition update failed" where do I send the logs to?

[JimM Community Manager]

Hi Jimbo,
Mike's out of the office today, so please send the logs to me. I'm going to provide you with the email address to send them to via private message.

Also, the original question asked  by Mike about whether this happens over both cell data and wifi connections is still relevant.  Please try on the other if you've only tried on one.  It should work on both, but if not, we'd still like to know.

[tc77]

How I resolved my error:

I was also getting the same message.  I was using the link provided in the notification on my phone.  I then (after a couple of weeks) decided to try using the link to the app on my phone and going in that way to download the definitions, I received a much better error that the was not enough space (or memory, I don't remember that exact error), I had about 30M free.  (whole nother story about all the pre-loaded crap that I can't move to the card nor delete and I don't want to root my phone to clean that out, I don't have a lot of internal memory left).  Anyway, I deleted a lot of what I could (deleted the FB app, cleared the cache on the Internet app (don't do data you'll lose bookmarks, etc), those were BIG and did others, if you have games move them to your card) freed up about 20M more, bounced my phone and then was able to get the definition updates.

[JimM Community Manager]

Very interesting!

I was working with Jimbo via private message after receiving the logs, and I meant to check back in here with the results once we knew what the solution was.  However, after I sent a list of suggestions, I never heard back to know which one ultimately helped him out.

Here were my suggestions:

1. It could be a corrupt definitions file.
Uninstalling and reinstalling the app would clear the definitions.  So we can try that.

2. It could be an issue with the network connection.
Does this happen over ONLY your data plan or ONLY wifi to a router?  Please try the other connectivity method and let us know if it works or not.  It should work over both, so if it's only working over one and not the other, we need to know so we can look into fixing that for you.

3. It could literally be an issue in which the phone is out of memory.  You could try killing some unneeded services.  Anything that you see running at the top left side of the phone that is always on is using memory, so try closing some of that stuff and updating the definitions again.

Number three in my list of suggestions comports well with your own solution.  I don't think it's the storage space you freed up that made the difference (our definitions files are tiny / less than 5K), but rather that in uninstalling a bunch of stuff that was probably running in the background, it freed up resources so the update process itself could take place.

Thanks for posting the solution that worked for you! 

[jimbo]

HI there, thanks for the info, it was a lack of phone memory. Cheers Jim

[marius]

From the last update of the program, I'm not able to update the definitions of WSA Mobile.

When I try to update, the program tell me that I don't have internet acces, which is not true, because I have both WiFi and 3G.

After that I get an error: "OutOfMemoryError processing def update". I check the memory of my phone (HTC Wildfire S) and I have 25Mb free, so I think is not a problem of the phone.

Is there a problem of last update of the program?