Overview

You are running Kerio Connect on an older OS lacking TLS 1.1 and 1.2 support, such as Windows Server 2008R2, Windows Server 2012, or macOS 10.8.5. The Kerio Connect Antivirus module can't be updated with the following Errors, "AntivirusModule.cpp: Antivirus Server error(0): Unable to fetch updates: Unknown_Error (-3000)" or "AntivirusModule.cpp: Antivirus Server error(0): Unable to fetch updates: CouldNotConnect(-2100)." 

The license update can be failing with such log entries being generated, "License update failed: Automatic license update failed. User interaction is required by registration server."

 

 

Solution

This particular error is most often seen when the affected host OS are not using TLSv1.1 and TLSv1.2 as default HTTP protocols(or don't have access to them, as is the case of macOS 10.8.5). The GFI Licenses servers and Bitdefender Update servers require a secure HTTP connection using modern TLSv1.1 and TLSv1.2 protocols.  This misalignment causes the Antivirus updates to fail because the HTTP connection can't be established.

• If you are running Kerio Connect on Windows(Windows Server 2012, Windows 7, or Windows Server 2008 R2):
  • Please review their guidance within Update to enable TLS 1.1 and TLS 1.2 based on your affected OS version.
    • Note: Be aware that the linked update requires that SP1 first be installed for Server 2008R2 and Windows 7. The server may require a reboot during this process.

• If you are running Kerio Connect on macOS 10.8.5:
  • The suggested path is to update your OS to version 10.9 or later using Apple's guidance within Update macOS on Mac.
    • Note: macOS Mavericks(10.9) was the first version to add support for TLS protocols beyond v1.0.

 

 

Testing

After updating your OS and making the necessary changes to enable the required TLS protocols, the Antivirus is successfully updated and the license update error is no longer showing in the logs.