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Definition Update Failed

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B
Rank
If you did all mentioned ways and the problem not solved yet,
SIMPLY RESTART(REBOOT) YOUR PHONE.
Because when you install a new application, wallpaper, theme etc.or your antivirus finds any infection,it needs restart to perform some changes is necessary or complete the task.
I had the same problem and rebooting solved it.Why don t you try this?!
YegorP
Userlevel 7
Great! Thanks marius!
 
We'll continue with the log analysis and one of us will report back to you with the findings as soon as we know more.
 
Regards,
--Yegor P-- Social Media Content Coordinator New to the Community? Sign up for FREE today.
M
Rank
Hi Yegor'

I have an HTC WidfireS A510e running Android 2.3.5

Thanks,
Marius
YegorP
Userlevel 7
Hi marius,
 
Thanks for sending those! (Mike is out of the office until Sunday). We're going to take a look at the logs and update you with our findings. In the meantime, could you also provide the make and model of your mobile device along with the version of Android you are running? These will help us better pinpoint the issue and will be useful when analyzing your logs!
 
Thanks,
--Yegor P-- Social Media Content Coordinator New to the Community? Sign up for FREE today.
M
Rank
Hey MikeR,

I send the log.

Thanks
Marius
U
Rank
It is the phone memory problem, but it is the remote code which build the problems - I cleared up memory, I reinstalled the Webroot, I flashed the the definitions, and then after their automatic update the net day it showed the same "OutOFMemory/full" error. One time it cannot access the Internet for Webroot servers and another time it worked nice. Something in the system program developings got wrong working.
 
 Today my phone began make the clock instead of me as like as the billion-dollars NASA tractor to which the radio-waves may rich only after the 15 minutes. The program developer made the screw. It is the Internet outlaw. Some apps may allowed to reach your phone. if you reset the software for the manufacturers prompt, game may be lost, for example, because its encryption may be reset. Then the game server network administrator may ask you to pay them for fixings.
 
A month ago I erased  everything frommy phone but it have the low memory. And the webroot server refused to run updates. Probably, because it needed the confidentiality, but my mother in foreign counrty now - in Russia, then the Internet develppings engineer want have no problems, but the CIA people control the Network. Then, the Webroot may just disconnected the software form server;
  The  chat moderator Mike recommended me to reset the webroot in the help menu, where to slide the letter "S" anfd when it opens the advanced menu just clear up memory. Look at. it does not help.
MikeR
Userlevel 7
Hey marius,
 
We will be able to investigate further after collecting logs. You will need to download a specific app (free) for this. Please follow the instructions below for gathering the logs and then I will send you a Private Message of where to send them.
 
1.  Open the Google Play store and search for an app called "CatLog". 
 
2.  Locate and download the free app CatLog - Logcat reader.
 
3.  After downloading the CatLog app, open it.
 
4.  Tap the Android Menu button, then tap Record.  The app will begin recording logs from your device.  
 
5.  Tap the Home button (do not use Back) to return to the main screen.  This ensures that the recording will continue.  
 
6.  Recreate the issue you have reported. 
** Note: This step is very important, as CatLog will record logs from the device as the issue occurs.  Without this step, the necessary data for troubleshooting your issue will not be logged.
 
7.  After recreating the issue, open the CatLog app again.
 
8.  Tap the Android Menu button, then tap Stop Recording.  A "Log Saved" notification appears.
 
9.  Tap the Android menu button again, then tap Send. 
 
10. Choose As Attachment and select Email or Gmail.
 
11. Email the logs to the address I have send you in a Private Message
 
Please let me know when you have done this!
Mike R Social Media Manager
M
Rank
Hi,
Sorry for not seing the other post.
I try your suggestions but nothing happened.
First I reinstall the app, but continue to tell me that I'm not connected at internet. I try to update in both cases: with my data plan and with my home WiFi. In the same time the internet browsers works fine, so it's not a problem of connection.
Second: I uninstall few apps and after that I clean and optimize the memory and restart the phone. Now I have 33Mb free memori but the answer is:  "OutOfMemoryError processing def update".
I don't think is a memory problem because before the last week update of the app I have only 12Mb memory free and no problems with the definitions updating.
Any suggestions?
Thanks.
MikeR
Userlevel 7
Hey marius,
 
I have merged your post with the Definition Update Failed thread. As Jim mentioned, your question about definition update failures was answered here for other users and it is a great place for you to look for your solution as well!
Mike R Social Media Manager
JimM
Userlevel 7
Hi Marius,
 
Long time, no see!  Welcome back!
 
The same question was recently asked here, and three suggestions were provided.  It looks like one of them worked for the people who have run into this problem so far.  I bet one of those suggestions will help you.  Please take a look.  🙂
/// JimM /// /// Former Community Manager - Now Humble Internet Citizen/// /// Also Formerly a Technical Support Escalations Engineer ///
M
Rank
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?
J
Rank
HI there, thanks for the info, it was a lack of phone memory. Cheers Jim
JimM
Userlevel 7
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!  🙂
/// JimM /// /// Former Community Manager - Now Humble Internet Citizen/// /// Also Formerly a Technical Support Escalations Engineer ///
T
Rank
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
Userlevel 7
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.
/// JimM /// /// Former Community Manager - Now Humble Internet Citizen/// /// Also Formerly a Technical Support Escalations Engineer ///
J
Rank
I'm also having this issue "definition update failed" where do I send the logs to?
MikeR
Userlevel 7
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
Mike R Social Media Manager
U
Rank
I'm interesting if will be any different answers for the problem - or will not? if YES, how soon it will be?
MikeR
Userlevel 7
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.
Mike R Social Media Manager

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