Overview

Kerio Connect Antivirus may fail to initialize, download updates or scan for threats/viruses due to plugin issues, conflicts with other Antivirus software installed, blocked connection to the update servers, or SSL certificates not being verified. The below entries are generated in the error logs:

Antivirus Server error(0): Failed to scan for threats/viruses with Kerio Antivirus engine version/Signature count: plugin. See antivirus debug log for details.

Antivirus check of mail from <john@domain1.com> to <wsmith@domain2.com> failed: Scan for viruses failed with error Status: c0000001.

Prerequisites

Full Admin (root) access to the Kerio Connect server is required.

Solution

Follow the instructions based on the Antivirus software installed on your Kerio Connect server.

• When using BitDefender Antivirus
• When using any other Antivirus

When using BitDefender Antivirus

1. Stop Kerio Connect.

2. Go to the mailserver folder.
   The default locations are:

   • Windows: C:\Program Files\Kerio\MailServer

   • macOS: /usr/local/kerio/mailserver

   • Linux: /opt/kerio/mailserver

3. Remove the bitdefender folder.
   
   The example below is valid for Windows users:
   
   

   Notes:

   • If there is a problem with the initial update, you can copy the bitdefender folder from another installation on the same operating system. This solution also applies to the cases where the server does not have a connection to the internet to update the Bitdefender definitions.
   • The source server must not be running an update when you copy its virus definitions.
   • The Kerio Connect service on the target server must be stopped before copying the data to the bitdefender folder.
4. Start Kerio Connect and let it perform the initial update.

When using any other Antivirus

Add an Antivirus exclusion for the mailserver folder in your Antivirus software. You may need to contact your Antivirus software vendor for specific instructions on how to set exclusions in their software.

If you are using the built-in Windows Defender and not any other third-party antivirus, please exclude the relevant folder from Windows Security. You can follow this article on Add an exclusion to Windows Security.

Testing

You should now be able to update the definitions or scan for threats/viruses normally without the error.

Related Articles

• I/O Timeout in Antivirus Debug Messages
• Plugin Failing to Verify SSL Certificate

Back to top