a-squared Free FAQ

If you have troubles with the online update, please check the following points:

Did you enter the correct a-squared account information?

"Username" is always your email address.
"Password" is your account password.
Please pay attention to upper/lowercase, unintentional blank spaces, difference between an uppercase "o" and "0" (zero), etc.
Check if your information is correct by trying to log in at the a-squared customer center:
http://cc.emsisoft.com


Do you use a desktop firewall?

(ZoneAlarm, Kerio, Norton Internet Security, Sygate, etc.)
If yes, then you have to allow a-squared "a2wizard.exe", "a2start.exe", "a2guard.exe" to connect to the internet.

Remark: If updating worked in the past, but since a few days it doesn't anymore:
Remove the rule for a-squared and create a new one.


Is a proxy used?

If yes, then configure the proxy server the "Connection Settings" dialog.

Remark for WebWasher: Please disable it! It prevents the a-squared updater to download the files properly ("An error occured during the download process!").


Are you able to ping "www.emsisoft.com" and "update.emsisoft.com"?

Start/ Run/ enter "command", click OK (black window is displayed).
Enter "ping www.emsisoft.com" or "ping update.emsisoft.com" and press the Enter key. Something like "Reply from .." should appear then. If not, there is a problem with your internet connection (e.g. no DNS server configured, etc.).


Still not working?

Please attach the file "a-squared.db3" to your support ticket. The file is located in the a-squared installation folder under Logs, e.g. "c:\program files\a-squard Anti-Malware\Logs".
Alternatively you can also contact our support via the a-squared customer center. Write a new support ticket with a description of the problem and what you have already tried to solve the problem.