Frequent "network error" messag

[chjohans]

I frequently see a "network error" message in parenthesis behind the UCheck version number, by frequently I mean "more often than not", actually almost every time I run UCheck. I'm not even sure what is supposed to be in that location when it's not showing "network error".

Please see the attached screenshot.

Most of the time UCheck seems to be working fine despite this, but sometimes it will show just zero for "Available for install" and/or "Community list" and I think also for "Installed Programs" but I can't quite remember if the last one was ever showing 0. This does not happen very often though, but I've seen it a couple of times and I've only been using UCheck for a week or so. It *might* have been a coincidence that this has happened at the same time though.

My Internet connection is rock-solid with 2 * 1 Gbps fiber lines, but I'm located in Asia/Singapore at the moment and I'm guessing your servers are located in the USA so there is quite a distance. But latency and bandwidth from here to the US is not an issue at all with very low latency and excellent bandwidth both to East Coast, West Coast, and Central US servers. I Measured around 200 ms latency and 300-500 Mbps bandwidth in both directions to all 5 servers I just tested.

Any idea what could be causing this and what are the implications?

Edit: I just ran a new scan and this time it finally didn't show "network error" but "latest" instead, so am I right that this is the result of a "version check" for UCheck itself? If so, it's almost funny if the version check for the version checking program is failing "most of the time" (sorry not trying to poke fun at anybody in particular but just couldn't resist).

[Curson]

Hi chjohans,

Network latency should not fail the download process.
Could you please attach the following file with your next reply ?

Code: [Select]

C:\ProgramData\UCheck\Debug\UCheck_debug.log
Regards.

[chjohans]

Here is the relevant entries from the debug log:

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2023/11/09 22:13:34:INFO [DynamicConfig::Refresh] Read config with success, malpe::enforce=1, malpe::enforce=0
2023/11/09 22:13:34:DEBUG [UCheck::GetUpdateable] Getting updateable programs...
2023/11/09 22:13:36:DEBUG [UCheck::GetUpdateable] Found 248 updateable programs.
2023/11/09 22:13:36:DEBUG [UCheck::CreateCommunityList] Getting community programs list...
2023/11/09 22:14:35:CRITICAL [CurlHelper::Post] Error (CURL:28) on https://download.adlice.com/api/index.php?action=getcommunityprograms
2023/11/09 22:14:35:CRITICAL [UCheck::GetCommunityList] Unable to reach server.
2023/11/09 22:14:35:DEBUG [ReportFactory::RegisterType] Creating report of type UCHECK-REPORT
2023/11/09 22:14:35:DEBUG [ReportEngine::AddNewReport] Creating new report (AdliceReport_UCHECK-REPORT_11092023_221435.json)...
2023/11/09 22:14:35:DEBUG [ReportEngine::ApplyLimit] Will remove 1 reports.
2023/11/09 22:14:35:DEBUG [ReportEngine::DeleteReport] Removed report (133438422130000000).
2023/11/09 22:14:35:DEBUG [Scheduler::Reload] Reloading all tasks...

I just ran a scan

Here is a "traceroute" to your server:

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admin@punggol21-gw:~$ traceroute download.adlice.com
**REDACTED**

Attaching a screenshot too. This time it does not show "network error" but 0 for both "Pending Updates" and "Installed Programs", both are wrong.

[chjohans]

Just getting more errors if I try to scan. Looks like a server issue on your end to me.

Code: [Select]

2023/11/09 22:29:31:INFO [DynamicConfig::Refresh] Read config with success, malpe::enforce=1, malpe::enforce=0
** REDACTED**


[Curson]

Hi chjohans,

It seems there is an issue with Cloudflare.
Could you please confirm that you are located in Singapore ?

Regards.

[chjohans]

Yes, I'm located in Singapore at the moment. I'm seeing these errors quite frequently all through the day, every day.

[Curson]

Hi chjohans,

We are going to investigate on server side.
We will keep you updated.

Regards.

[chjohans]

OK, thanks!

[Tigzy]

Hi,
Do you mind creating a support ticket instead ? adlice.com/contact/
Our conversation will likely disclose some personal information, that we want to avoid being public.
EDIT: I have redacted part of your answers above.

[chjohans]

Sure, just did that. Thanks!

[chjohans]

This is most annoying now. I did register a ticket, and I got an answer.

But then when I try to log in to your support desk here: https://adlice.freshdesk.com/support/login
my password isn't working. So I tried to reset it by clicking "Forgot your password" and then entering my email address.

The message I get is just: "You are not authorized to access this portal. Kindly contact your helpdesk administrator." (See the attached screenshot).

And just to check I tried to register again, and of course, it says my email address is already registered.

How to get help when your helpdesk portal is not working, at least not for me?

In the response I Got it was suggested that the problem was the "distance" from the server, and I was asked for my location, even as I linked to this post. My location right now is Singapore, and the latency to your server is not an issue as I've already posted here. If you are using CloudFlare, as you have indicated, then of course there could be an issue with the CF servers for my region, or the configuration. To me, this looks like a server issue, but it could of course be something "in between" myself and your server.

Please don't tell me you are practicing Geo-Blocking :=)

Edit: It seems my freshdesk.com account was created quite some time ago, for support with dvblogic (dvblogic.freshdesk.com). They no longer exist, but my user is still at freshdesk.com, but I cannot log in and just get the "Not authorized" message above. So I can't see or respond to my own ticket.

Edit 2: So I registered a new account on https://adlice.freshdesk.com/support/login with a different email address. It said "Successfully registered" but I never received any email with a link to set a password. And when I try "Forgot your password" for this new account it once again gives me the "Not authorized...." message above. Not working, at all!

Edit 3: Finally managed to access adlice.freshdesk.com by using my Google account, so I created a new ticket there. So will hopefully get some help with the issue over there. Thanks!

[Curson]

Hi chjohans,

Sorry about the troubles.
Tigzy will get back to you as soon as possible.

Don't worry, we are not geo-blocking users.

Regards.

[chjohans]

Thanks, re the geo-blocking, I never actually thought you did that :=)