Definition Update Failed

We are pushing it to the Google Play store now. It will be available to update through there.

Sometimes it can take a while for the update to become available.

ran update and all is good,no more out of memory error,thanks webroot

@ wrote:

Good catch on the console 🙂.  Good news is it only does that with the bundled definitions and once you get a definition update it should finally be younger than you are again. 
 

Thanks Steve. I am relieved now 😃

Webroot remains my security of choice for my computer, and once I upgrade my phone the first thing I will be doing is to install the Andriod App... 
 
My comments were meant mainly as constructive, I remain a faithful user 🙂

Roloc is working on tweaking the definition chunks. I understand some progress has been made on further refining the amount of memory used during the definitions update. It shouldn't take long for those changes to go into effect. I'll let you know as soon as I find out for sure when the next definition set is available that includes that change.

Well, jimbo is right, the OOM error reoccurred today :(
 
It is really strange as yesterday everything worked. However today when I manually checked for updates the OOM error came back.
 
It needs to be tweaked and polished definitely because now it is completely unreliable!
 
Hey, Webroot techies come on ;)

Thx Jim for the explanation. While I highly rate the technical level and depth of your post I cannot help myself but it sounds like an advocacy of Webroot's inability to solve this problem properly. I had tested many AV solutions for Android and NEVER had such trouble. Moreover HTC Desire S easily fulfills the system requirements for WSA, please see below. There is no mention about RAM limitations.
 

 
If WSA is having RAM limitations Webroot should honestly declare this within the system requirements. Potentional users shouldn't be misled.
 
OK it's up to Webroot, now how I overcame the OOM error. I terminated WSA in Applications Manager and restarted WSA. After that I initiated the overdue scan during which WSA downloaded the latest definition set and finished it successfully. Problem solved. Having green protected status now.
 
So it leads me to think that WSA is a one of the biggest RAM eater. I am using a specialized tool to free up RAM but it turned out to be of less help until I terminated and restarted WSA.

I'm getting this same error message everytime I turn on my phone and run a scan. My phone is only 5 months old  (Razor Maxx) and I don't play any games and have downloaded less than 5 apps. Its pretty frustrating that this error hasn't been resolved in the months since it has been initially identified. I wasn't always getting the error on my phone, but in the last couple of weeks, it does not resolve when I run a scan. I found webroot to be problematic on my pc and laptop before I upgraded when I purchased my smart phone in June (the program would not autoscan). But I saw the reviews for Secure Anywhere and bought into a 3 year, 5 product plan. I have 4G service and I have also connected to my wifi at home and the problem still exists. Having spent a lot of time on previous software errors, sending multiple logs and still getting no resolution until the "new product release" was introduced doesn't have me that hopeful that this error will be solved. 

pegas:
Yes it is annoying to terminate and restart WSA to let allow the proper definition sets updates
- I've tried to force update after WSA has been terminated and get the same problem.
but please give them at Webroot a chance
- they've had 8 weeks

I'm glad you are so optimistic. But I can tell you from past experience, sending logs and doing "work-arounds" and months later the problem persists. I have no doubt they are working on the problem, but my phone isn't the problem. I'm certain there are many others with the problem who like me assumed it was a recent glitch that would be fixed quickly. But when I look up and see that the problem has been on-going for 2 months, leads me to think that its not likely to be fixed until a new product comes out and I get a complimentary upgrade. But meanwhile, I feel that my phone is vulnerable and I paid for a product that isn't performing as expected. I tried the forced update too as suggested - doesn't work. So meanwhile, I'm dissatisfied with a product that I just paid for a 3 year subscription to. As far as I know, it performs as expected/intended on my PC and Laptop as I haven't gotten any errors.

Hi Jaxx,

I'm sorry for the confusion. If you read my response just a bit closer, you'll notice that what I'm saying is that Samsung replaced the Garbage Collector with one that works better on their devices. So no, I realize you don't own a Samsung, or you likely wouldn't be reporting the problem at all (though it's possible the same issue could occur I suppose).

I'm also not trying to imply that this issue wouldn't ever exist on a more modern OS. It's just less likely to exist. You can still be either using all your memory and legitimately be getting the out of memory error, or the java garbage collector may still be malfunctioning even on a more modern OS. Ultimately, regardless of the fact that this error is appearing when a Webroot app is running, the error isn't even being thrown by Webroot - it's coming from the OS itself when the OS fails to function as designed.

What you are running as an on-screen app vs. what runs in the background (like in push notifications for instance), are different things. To check what's actually running, you can go to Settings -> Applications -> Running Services. Facebook, for instance, on my own device is set to generate push notifications, and it takes up 46MB just doing that alone.

The memory we are talking about is like RAM on your computer and has to do with how much can be going on on your device at any given time. It has nothing to do with storage space, which on a PC, would be referred to as hard drive space, which is the kind of memory you're referring to when you're talking about pictures. That is a different kind of memory.

If you would like to open a ticket, you are welcome to do so, but the response provided is coming straight from development. Support will not have a different response for you. If you wish to make a case for receiving a refund, a ticket through support would be the route to take in this case. I can't say for sure what the outcome of such a request would be, as I personally have no control over the refund process. Typically, refunds are not processed beyond 70 days, and you've indicated your purchase is over 70 days old.

It's certainly not your fault that you're getting an OutOfMemory error on your device, but it realistically isn't Webroot's fault either that a buggy Java subroutine in the Android OS isn't handling a request properly, thus generating an error. It's a lousy situation, and I feel your pain. I'm going to research what else we can do for you in light of your situation, and I'll follow up with you directly.

It occurs to me that one thing that hasn't been mentioned yet here anywhere in this thread is that you could try running a third-party memory manager app.  While those tend to be a mixed bag in terms of effectiveness, it wouldn't hurt to try.  I hear good things about this one, and it's free.  If one of those kinds of apps helps anyone in this thread, please share any good news.
 
Jaxx, it appears you replied without reading the private message I sent you.  Please check your private messages.  There is a little mail icon under the search box towards the top right side of the screen when you are signed in.  Please read the message there and reply to it, so I can attempt to assist you as best as possible with the given situation.

@ wrote:
If the product isn't updating properly and I can't control the OS "issues" and its not a Webroot problem and little hope going forward that it will get fixed am I suppose to continue using a anti-virus product that can't update properly and just leave myself vulnerable to a virus? I bought the most expensive plan and I didn't even load all of the licenses but if I have to purchase a competitor product that works just for my phone I will, but I don't think I should continue to pay for a product that doesn't operate properly and can't be resolve either. 

If I was in your position, as one of the handful of remaining affected customers, for which there is possibly no workaround, I would evalutate my options in terms of whether or not the PC protection is worth having on its own -  Android protection aside. 
 
Not all of your Webroot for Android features don't work.  Backup & Sync, SecureWeb, Wipe, Scream, Lock, and Locate don't rely on definitions updates, so those should all still be working for you.  The antivirus portion of the Android protection does not, and possibly may never, work properly on your particular device.  That would bother me too, but even if it was my own device or one of the developers' devices, it's not something we can fix immediately or perhaps ever fix, for reasons outlined in prior posts. 
 
To answer your question about the frequency of OutOfMemory errors across the board, yes, this actually is a relatively common issue across various programs.  Try Googling "OutOfMemory Android," and you'll see a big list of threads on various forums that call out this issue.  A great deal of them are from frustrated developers on dev forums, lamenting how their workarounds don't seem to solve all of the problems.  Here and there, you'll see threads that appear to have been resolved, just like how our fix solved the problem for the vast majority of our users.  Other places, you'll see developers running into the brick walls of Android OS limitations or users with OutOfMemory issues that never got fixed.
 
What does work in your particular case is the entire PC product, 3/4 of the Android protection, and all of the Mac protection if you have a Mac.  If you've been with us for 10 years, you'll know there was a time when we didn't have Android protection at all, and you were still a customer then.  Perhaps a combination of Webroot on your PC and something else on your Android would work out for you (again, please see my private message for more detail on this).  If not, and you ultimately decide to leave Webroot, that's unfortunate and we'll be sorry to see you go.  Sadly, there isn't anything we can do in the short term to convince you otherwise, beyond pointing out what I mentioned above. 
 
Nobody likes "bad news" posts, myself included.  If there was something development could do about this issue quickly for the remaining affected customers, it would be happening.  You have my sympathy for your frustration.  :(  And of course, if development does manage to find a way to get around this issue for the remaining customers that are reporting it, either myself or one of the developers will be sure to update this thread.

Furthermore, RAM or virtual RAM or whatever else you call it is the issue therefore Webroot should correct System Requirements for WSA Android on their webpage. Users should be aware that even if they have 6 month old device WSA might not be working in the full potential.