Purpose
This document will provide information where Help > Refresh File hangs, Scans hangs at Step 2: Import New Definitions and Protect crashing when clicking on the GUI during these processes.
Description
You are using Protect 9.1 and one the following issues occurs:
- The scan process gets hangs at Step 2: Import New Definitions.
- Help > Refresh Files hangs while updating the database.
- Protect crashes when clicking on the GUI after the above occurs.
Cause
In recent months, our Content Team has been making massive data updates to get ready for the upcoming release of Protect 9.2. These changes include associating/updating patches with their CVE information which require a large amount of processing. A small number of our customers have run into definition import issues explained in the description.
Workaround
The purpose of this workaround is to disable the definition imports occurring before scans and schedule the imports to run in the background throughout the week. The idea hear is to have the database updated by the time you need to scan machines.
Automated: Depending on timing, this method may not fix all instances of the issue.
- Disable Tools > Auto-update Definitions. This will prevent the scan from downloading the data files before each scan.
- Navigate to Tools > Operations > Downloads. Setup a scheduled download for Core engines/Definitions. My suggestion would be daily at 3AM and at 6PM CT.
Manual:
- Disable Tools > Auto-update Definitions. This will prevent the scan from downloading the data files before each scan.
- Manually run a Help > Refresh Files at least one hour before starting your scans. This process may take an hour to complete and is it very important not to click on the GUI while it's processing.
- You can start your scan once the Help > Refresh Files is complete.
The upcoming release of Protect 9.2 is not affected by this issue. Current ETA on release is mid-October. We highly suggest all customers update to Protect 9.2 once it is available.
Affected Product(s)
Protect 9.x