Signature update failed

[stiwa]

Hi,

the update is failing with following error:
Update failed, result 'Unknown error: 0x36'(0x00000036)

What does this mean?

[adrien]

Hi

it's not clear if this is a Windows error (ERROR_NETWORK_BUSY) or a Kaspersky SDK error.

Can you paste the entire log line please? Or is this from the user interface?

Regards

Adrien

[stiwa]

This is the full log line:
88499 11.08.2020 13:16:45.036 Kaspersky AV for WinGate 5440 error 0 Update failed, result 'Unknown error: 0x36'(0x00000036)

[adrien]

Thanks for that - does it happen quite quickly after you trigger an update?

I'm wondering if the update servers at Kaspersky Labs are returning some error code about being overloaded (e.g. a 503 status code) or something.

Adrien

[stiwa]

Yes, in the screenshot you can see the last state before it fails, always the same file.

[MattP]

Hi,

Do you have any other Kaspersky applications installed on your WinGate server?

Thanks,

Matt

[stiwa]

Hi Matt,
there are no other Kaspersky applications.
Just McAfee as the main Windows AV, but I already tried disabling it and do the update, still failing.

[adrien]

Hi

we have had numerous problems with AV in the past, even if it's disabled. AVs install file system and network system drivers, that even when not initialized by the service part, or when it's "disabled" still interfere with WinGate.

Is it possible to try uninstalling McAffee and try again? If it makes no difference can reinstall, but otherwise you know where the culprit is.

[stiwa]

I did a complete uninstall of all McAfee products, so no more AV other than Kaspersky from WinGate is active on the server.
Still the same update error.

Uninstalled Kaspersky AntiVirus for WinGate software and reinstalled it, since then following error appears:
165 22.09.2020 20:04:05.769 Kaspersky AV for WinGate 2768 error 0 Update failed, result 'Unknown error: 0x36'(0x00000036)
166 22.09.2020 20:04:06.065 Kaspersky AV for WinGate 2768 error 0 Initialising SDK failed, DB path C:\Program Files\Kaspersky AV for WinGate (64bit)\Bases, error: 'Bases were not present or are invalid'(0x8004025B)
167 22.09.2020 20:04:06.362 Kaspersky AV for WinGate 2768 error 0 Initialising SDK failed, DB path C:\Program Files\Kaspersky AV for WinGate (64bit)\Bases, error: 'Bases were not present or are invalid'(0x8004025B)

[tpeukert]

Hi guys,

did I miss the solution here or is there no solution?
T.

[stiwa]

You didn't miss anything, I never got an answer on my last reply.

[adrien]

sorry you didn't get a response to your last post.

I'm wondering if Kaspersky was installed to a non-default location, and whether there's something in the registry hanging around from the previous install relating to a different location to where it's installed now.

There are a bunch of registry keys (managed by the Kaspersky AV SDK, rather than our code) that live in

HKEY_LOCAL_MACHINE\Software\KasperskyLab\sdk

Our Kaspersky AV for WinGate module keeps its config in

HKEY_LOCAL_MACHINE\Software\Qbik Software\WinGate\Kaspersky AV for WinGate

There are a bunch of file paths in here, and if they are pointing to the wrong place this could explain the issues.

You can be sure this isn't happening if you do the following (apologies in advance)

1. Stop WinGate Service
2. Run the Kaspersky AV for WinGate uninstaller
3. Delete the registry key HKEY_LOCAL_MACHINE\Software\KasperskyLab\sdk
4. Delete the registry key HKEY_LOCAL_MACHINE\Software\Qbik Software\WinGate\Kaspersky AV for WinGate
5. Delete the registry key HKEY_LOCAL_MACHINE\SOFTWARE\Qbik Software\WinGate\Packages\{300ef82b-76de-4047-90c0-c70b95a4af6a}
6. Probably best now to restart the server, but may not be necessary
7. Run the Kaspersky AV for WinGate installer.
8. Update the Kaspersky.key file (see below)
8. Start the WinGate service.

UPDATING KASPERSKY KEY FILE

this file can be downloaded from

https://www.wingate.com/updates/Kaspersky.key

The file needs to replace the Kaspersky.key file that was installed by the installer in step 7 (yes, we will update the installer). Normally there's a folder called Scanner underneath the Kaspersky AV folder (wherever you installed that).

However it can be diverted in the registry, as I believe the Kaspersky.key file is used to enable the scanning SDK and also the Kaspersky Updating SDK (used to update the signature files - yes, there are 2 SDKs). If so, its location is specified in the Kaspersky AV for WinGate registry key under the value "LicensePath".

Updated versions of the Kaspersky.key file are normally retrieved on a scheduled event. The event is called "Kaspersky AV for WinGate Key Updater" and it lives in WinGate => Control Panel => Scheduled Events.

Regards

Adrien de Croy