Overview

You notice that the Kerio Mail Server Antivirus database has not updated for a long time. You are using v9.2.9 patch 1 (4540). You would like to update the antivirus database to remain protected.

Solution

Enable the Debug log by following these instructions:

1. 1. On Kerio Connect GUI, go to Logs > Debug > right-click on the log panel > Messages > enable only the following logging options:
      • Antivirus checking
      • Update checker activity
   2. Click OK. Right-click on the log panel again, then select Clear Log. Afterwards, reproduce the issue by restarting the antivirus update.
   3. Check the Debug log by navigating to Logs > Debug > right-click on the log-panel > Save Log > select "Plain text/Full file" > click OK
      
      

You find the following error message in the Debug log:

Bitdefender_plugin: Update failed: FAILED
Bitdefender_plugin: Unable to fetch updates: Unknown_Error (-3000)
ERR: Unable to fetch updates: Unknown_Error (-3000)

To resolve this issue, enable TLS v1.1./1.2 by default by following the steps in the article Antivirus and License are not updating with Unknown_Error (-3000) or CouldNotConnect(-2100).

If the Antivirus update problem persists, please contact KerioConnect Support and send the following logs:

• Support information file (on Kerio Connect GUI, go to Status > System Health > Support Information)
• Debug log (on Kerio Connect GUI, go to Logs > Debug > right-click on the log-panel > Save Log > select "Plain text/Full file" > click OK)
• Error log (on Kerio Connect GUI, go to Logs > Error > right-click on the log-panel > Save Log > select "Plain text/Full file" > click OK)

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