MailEssentials Update Issues

Status

Open

TT / JIRAID

GFIME-767

How to Identify

1. Note down what Engines are failing and if it's intermittent or constant (check Dashboard Updates) 2. There will be Failed VSE errors in Dashboard Logs. If VSE.log reveals it's a Vipre issue, confirm in Vipreloader.log one of the below lines: * 2016-10-09,22:58:25,911,1,"#00004fd4","#00003ba0","error ","VipreLoader","CVipreLoader::Init - Error: initialisation failed, Error [6]" * 2016-10-10,10:51:12,191,1,"#00004fd4","#00002d4c","error ","VipreLoader","CVipreLoader::Init - Error: initialisation failed, Error [3]" * 2016-11-29,11:38:21,129,1,"#00002780","#00002cfc","error ","VipreLoader","CVipreLoader::Init - Error: LoadLibrary failed [C:\Program Files (x86)\GFI\MailEssentials\Antivirus\vipre\vipre.dll]" - Please send the procedure in "Workaround/Fix Details" to customer to confirm if it's related to the Known Issue of Vipre failing to initialize or it's a generic issue with our Updates Servers - Once SDK logs are received, open EmailSecurity/debuglogs/VipreLoader.log and confirm the below lines are present: 2016-11-11,06:11:18,583,1,"#0000036c","#00002df4","info ","VipreSDK","[DIAG] : [11764][11/11 06:11:18.074188]=[vcore:ublDiag] vcoreEventInitializeModuleEx: After obtaining gCoreLock. " 2016-11-11,06:11:18,598,1,"#0000036c","#00002df4","error ","VipreSDK","[ERR.] : [11764][11/11 06:11:18.075804]<[vcore] Error: allocSTDRL: crashed " 2016-11-11,06:11:18,598,1,"#0000036c","#00002df4","warning","VipreSDK","[WARN] : [11764][11/11 06:11:18.075847]<[vcore] Warning: vcoreEventInitializeModuleEx: Allocation failure " - If it matches, insert Jira Bug ID: GFIME-767, change subject to "KI - Vipre.dll failing", escalate with log extracts in description and full set of logs. - If the error is different, it's related to our Update Servers (other Engines might also be affected), please do the below: 1. Explain to customer we are currently migrating our Update Serves and this might cause some update issues until it's completed, which should be by end of next week. If only Vipre fails, for now what can be done is a manual update of Vipre, and if issue persists disable Vipre until the migration is complete: http://www.gfi.com/support/products/gfi-mailessentials/How-to-download-and-update-GFI-MailEssentials-2012-virus-definitions-manually * login: vfileupdate * password: kel24dv6

Workaround / Fix Details

I'd like you to download the following patch files: http://psg.gfi.com/ME/Tools//VipreSDKLogURepositoryWorkaround.zip 1. Unblock the zip file (Right click > Properties > Unblock) and unzip the file. 2. Shutdown Autoupdater service (make sure no update is in progress to avoid problems) 3. Rename the ...GFI/MailEssentials/MEC.AutoUpdate.AuUpdate.dll to MEC.AutoUpdate.AuUpdate.old 4. Replace the MEC.AutoUpdate.AuUpdate.dll by the one provided 5. Go to ...GFI\MailEssentials\Updater/Vipre 6. Create a folder with this exact name "persistent" 7. Put the new gfivipreloader.dll to this new folder (i.e. Update/Vipre/persistent) 8. Restart the Autoupdate service 9. Click Update Now in the MailEssentials Configuration > EmailSecurity > Virus Scanning Engine > VIPRE > Updates tab 10. Wait for the update to complete, then gather a new troubleshooter. You can rename the old Autoupdate dll back to disable the logging or you can leave it running for now.