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Hi,

 

Using KAV 15, for two days now, the system is unable to update databases.

KAV 15 connectscorrectly , then it downloads some files but and the end of the process it states that databases have not been updated.

If I try manually, I get the same error.

 

This trouble started on 20 august 2015

 

No issue with my computer, all network connexions work properly.

 

Any idea how to fix it at Kaspersky ?

Thanks

Edited by Jowi

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Update Issues:

 

1. Check computer date and time. Correct if necessary.

 

2. Check Settings > Additional > Appearance > Enable Icon Animation

 

3. Check Settings > Additional > Network > Proxy Server Settings > Do Not Use Proxy Server.

 

4. Scheduled scans and updates while on battery power use considerable resources. If using a laptop check Settings > Performance > Battery Saving

 

5. If your license is a managed subscription, please click “Manage Subscription”, located at lower-right of the main Kaspersky window, click the "Update Subscription Status" button, then start an update.

 

If steps 1-5 have not solved your update issue:

 

6. Run the Update Report: Main Screen > Show Additional Tools > Reports > Detailed Reports. In the left-hand pane (drop-down box), select Update, click on the most recent entry in the list, then click Details in the lower right-hand pane.

 

Next, click the SAVE icon in the upper-right (next to SEARCH box), name the file and save to the desktop.

Within the forum, click the "Add Reply" > Browse, locate the saved file and click upload.

 

7. A GSI Report may provide additional clues: http://forum.kaspersky.com/index.php?showtopic=915

 

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All this procedure has been executed, without changing anything.

 

So I send them the result of the getinfo.

 

thanks.

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Hi,

 

How long does it take to K.team to get a feedback based on the Getinfo report that I sent them ?

 

Thanks

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I think that varies based on what users report here in the forum.

 

You might consider posting the GSI and the Detailed Update Report here in the English forum. Folks here might spot something that was previously missed. Completely up to you, of course.

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I think that varies based on what users report here in the forum.

 

You might consider posting the GSI and the Detailed Update Report here in the English forum. Folks here might spot something that was previously missed. Completely up to you, of course.

 

OK. But there are 18 files saved. Is it the file named "GetSystemInfo<pcname_date>.txt" that you need , mine is 363 KB compressed or tens of screen pages plus all the other logs and txt files. As the forum refuses files over 300 K.... I cannot add themt, even compressed. I could just maybe do a copy past of the GSI.

Edited by luxorion

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Click the GSI link in my previous post. You will find instructions there. Basically, create the report, display the completed report on your desktop, copy the URL and paste the URL into your next post. Be sure to complete the Detailed Update Report also.

Edited by dh27564

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Click the GSI link in my previous post. You will find instructions there. Basically, create the report, display the completed report on your desktop, copy the URL and paste the URL into your next post. Be sure to complete the Detailed Update Report also.

 

Hi

 

As suggested here is the GSI file of my pc

http://www.getsysteminfo.com/read.php?file...be6b1d81b9cb579

 

NB. I see that all solutions provided by K. refer to IExplorer. But I do not use it, but rather Chrome (that works fine by the way)

 

Thanks

Edited by luxorion

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NB. I see that all solutions provided by K. refer to IExplorer. But I do not use it, but rather Chrome (that works fine by the way)

An installed IE is a prerequisite for proper functioning of Kaspersky products. This arises from the system requirements of Kaspersky.

 

The IE must not be disabled or uninstalled, because it provides basic functions for Windows and Kaspersky products and therefore must remain functional. To call to websites can be used any other Internet browser at will. No one is forced to use IE for certain tasks.

 

To determine the reason for the update failure, the requested detailed update report is essential.

 

Bye.

KM

 

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Also,

 

1. Consider uninstalling RealUpgrade as it shows as possible incompatible with Kaspersky.

 

2. There is a newer version of JAVA available (Version 8-Update 60). You can get it here: https://www.java.com/en/download/installed.jsp. Please note that when installing JAVA, there is an option to make YAHOO your home page. You may want to uncheck that option box.

 

3. Empty TEMP files. Instructions here: http://support.kaspersky.com/general/various/1161

 

4. Your "C" drive is quite full. It is recommended to keep about 15% of free space. You would need to free up about 6Gb of space.

 

5. There is a newer version of Kaspersky available (2016). The upgrade is free during your license period. See this: http://forum.kaspersky.com/index.php?showtopic=67812

 

EDIT: I see that some of these items were recommended by moderator bobbycooper while I was putting my post together. Sorry for the duplication.

Edited by dh27564

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I will be the fourth tacker-oner:

 

In addition to what was posted in the previous three posts above this post,

 

Please download AdwCleaner (by Xplode) and save it on your Desktop.

 

Right click the file that you saved and Run as administrator, press the Scan button and wait for the scan to complete.

 

When the scan is complete, the report will be saved in the following location: C:\AdwCleaner\AdwCleaner[S1].Txt

 

Please attach AdwCleaner[S1].Txt to your next post.

 

 

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>1. Consider uninstalling RealUpgrade as it shows as possible incompatible with Kaspersky.

 

RealUpgrade is not an application that I can uninstall (not listed as such in the control panel)

In addition, why delete applications as soon as it is KAV the faulty, not the other apps... In following that logic, I could remove all my software too.

 

> 2. There is a newer version of JAVA available (Version 8-Update 60). You can get it here: https://www.java.com/en/download/installed.jsp. Please note that when installing JAVA, there is an option to make YAHOO your home page. You may want to uncheck that option box.

 

done but does not change anything

 

> 3. Empty TEMP files. Instructions here: http://support.kaspersky.com/general/various/1161

 

I delete it every night. So is not the issue

 

> 4. Your "C" drive is quite full. It is recommended to keep about 15% of free space. You would need to free up about 6Gb of space.

 

I work for month with 10 Gb left, my data and temp files are on a another disks, so it is not the issue and the space left will no more change.

 

 

> 5. There is a newer version of Kaspersky available (2016). The upgrade is free during your license period. See this: http://forum.kaspersky.com/index.php?showtopic=67812

 

What confirm what I already told. The sole solution from K.team is : reinstall.

This does not solve the problem in the long term. I did such procedure about one a year, each time with a new version, sometimes with a new computer. But is seems that problem remains.

 

At last about Iexplorer, I kept it as alternative, so the package is complete. It is thus no the source of the problem either.

 

I am convinced that the issue is somewhere in KAV parameters, local or remote.

But I have no mean to debug the client or the host application.

However I pay for an application that regularly (even if it is once every 6 month or year) failed to work properly.

Up to you to investigate

Edited by luxorion

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"Up to you to investigate." Not really.

 

This is a user-help-users forum and not the KL-Support.

 

Bye.

KM

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All of the above have been performed, in cluding the removal of realupgrade

 

I upgraded again to KAV 15 without deleting the previous installation.

By a strange fact, it updated correctly all databases. yes, you read well. It's OK now for an unknow reason.

 

Remains to reinstall kav 16 one of these days (currently I cannot because of a maintenance on K. server).

 

Thanks.

 

 

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...Up to you to investigate

 

With all due respect, you posted here asking for help and several folks have offered some. As far as "up to you to investigate", not really. This is a user forum where users, like yourself, try to help other users. We are not the investigative team. That is what the Support staff does.

 

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Kaspersky has not replied to my incident, one more time.

 

I really wonder why I pay for a licence if their sole explanation is try this it works when it doesn't work, and that their ultimate solution is : reinstall KAV.

 

If it is to give such advice to clients, why continuing to pay for a non service ?

I asked for advice from expert, and I receive a generic solution.

 

I presume that as usual this post will be censured.

 

Really not happy with the Kaspersky service.

 

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In post #17, you indicated that all of the suggestions offered by forum members had been accomplished and that your product was updating again but not because of those suggestions, rather it was doing so "by some strange fact". Is your product continuing to update automatically now or are you experiencing additional problems?

 

Also, as far as I know, none of your posts have been censured. They are all still in view as you wrote them.

 

Additionally, the log that Richbuff asked for in post #14 was because he feels you may have malware on your machine. You might want to post that log so he can offer clean-up advice, if necessary.

 

If your Kaspersky product is functioning correctly then I am glad it is working for you.

Edited by dh27564

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Looking for some help as my Database Updates have been failing for the last few days.

 

Here is the most recent Log showing an Error updating component "KLAVA".

 

Any Ideas how I can get this working again Please?

Steve

 

22.08.2015 08.20.05 Update of databases and application modules Completed Time:: Today, 22/08/2015, 8:20 AM

22.08.2015 08.20.05 File updated C:/ProgramData/Kaspersky Lab/AVP15.0.2/Bases/vlns-1313g.xml Time:: Today, 22/08/2015, 8:20 AM

22.08.2015 08.20.05 File updated C:/ProgramData/Kaspersky Lab/AVP15.0.2/Bases/unmod-vlns-1313g.xml Time:: Today, 22/08/2015, 8:20 AM

22.08.2015 08.20.04 File updated C:/ProgramData/Kaspersky Lab/AVP15.0.2/Bases/unmod-kdb-i386-1313g.xml Time:: Today, 22/08/2015, 8:20 AM

22.08.2015 08.20.04 File updated C:/ProgramData/Kaspersky Lab/AVP15.0.2/Bases/kdb-i386-1313g.xml Time:: Today, 22/08/2015, 8:20 AM

22.08.2015 08.20.04 Error updating component KLAVA Time:: Today, 22/08/2015, 8:20 AM

22.08.2015 08.19.39 File updated C:/ProgramData/Kaspersky Lab/AVP15.0.2/Bases/vlns-1313g.xml Time:: Today, 22/08/2015, 8:19 AM

22.08.2015 08.19.39 File updated C:/ProgramData/Kaspersky Lab/AVP15.0.2/Bases/unmod-vlns-1313g.xml Time:: Today, 22/08/2015, 8:19 AM

22.08.2015 08.19.39 File updated C:/ProgramData/Kaspersky Lab/AVP15.0.2/Bases/unmod-kdb-i386-1313g.xml Time:: Today, 22/08/2015, 8:19 AM

22.08.2015 08.19.39 File updated C:/ProgramData/Kaspersky Lab/AVP15.0.2/Bases/kdb-i386-1313g.xml Time:: Today, 22/08/2015, 8:19 AM

22.08.2015 08.19.39 File updated C:\ProgramData\Kaspersky Lab\AVP15.0.2\Bases\Klava/kdb.stt Time:: Today, 22/08/2015, 8:19 AM

22.08.2015 08.19.39 File updated C:\ProgramData\Kaspersky Lab\AVP15.0.2\Bases\Klava/vho025.kdc Time:: Today, 22/08/2015, 8:19 AM

22.08.2015 08.19.39 File updated C:\ProgramData\Kaspersky Lab\AVP15.0.2\Bases\Klava/vho027.kdc Time:: Today, 22/08/2015, 8:19 AM

22.08.2015 08.19.39 File updated C:\ProgramData\Kaspersky Lab\AVP15.0.2\Bases\Klava/vho028.kdc Time:: Today, 22/08/2015, 8:19 AM

22.08.2015 08.19.39 File updated C:\ProgramData\Kaspersky Lab\AVP15.0.2\Bases\Klava/vho016.kdc Time:: Today, 22/08/2015, 8:19 AM

22.08.2015 08.19.39 File updated C:\ProgramData\Kaspersky Lab\AVP15.0.2\Bases\Klava/vho018.kdc Time:: Today, 22/08/2015, 8:19 AM

22.08.2015 08.19.39 File updated C:\ProgramData\Kaspersky Lab\AVP15.0.2\Bases\Klava/vho022.kdc Time:: Today, 22/08/2015, 8:19 AM

22.08.2015 08.19.39 File updated C:\ProgramData\Kaspersky Lab\AVP15.0.2\Bases\Klava/vho024.kdc Time:: Today, 22/08/2015, 8:19 AM

22.08.2015 08.19.39 File updated C:\ProgramData\Kaspersky Lab\AVP15.0.2\Bases\Klava/unp002.kdc Time:: Today, 22/08/2015, 8:19 AM

22.08.2015 08.19.39 File updated C:\ProgramData\Kaspersky Lab\AVP15.0.2\Bases\Klava/vho006.kdc Time:: Today, 22/08/2015, 8:19 AM

22.08.2015 08.19.39 File updated C:\ProgramData\Kaspersky Lab\AVP15.0.2\Bases\Klava/vho014.kdc Time:: Today, 22/08/2015, 8:19 AM

22.08.2015 08.19.39 File updated C:\ProgramData\Kaspersky Lab\AVP15.0.2\Bases\Klava/pef129.kdc Time:: Today, 22/08/2015, 8:19 AM

22.08.2015 08.19.39 File updated C:\ProgramData\Kaspersky Lab\AVP15.0.2\Bases\Klava/pef139.kdc Time:: Today, 22/08/2015, 8:19 AM

22.08.2015 08.19.39 File updated C:\ProgramData\Kaspersky Lab\AVP15.0.2\Bases\Klava/pef140.kdc Time:: Today, 22/08/2015, 8:19 AM

22.08.2015 08.19.39 File updated C:\ProgramData\Kaspersky Lab\AVP15.0.2\Bases\Klava/unp001.kdc Time:: Today, 22/08/2015, 8:19 AM

22.08.2015 08.19.39 File updated C:\ProgramData\Kaspersky Lab\AVP15.0.2\Bases\Klava/pef048.kdc Time:: Today, 22/08/2015, 8:19 AM

22.08.2015 08.19.39 File updated C:\ProgramData\Kaspersky Lab\AVP15.0.2\Bases\Klava/pef090.kdc Time:: Today, 22/08/2015, 8:19 AM

22.08.2015 08.19.39 File updated C:\ProgramData\Kaspersky Lab\AVP15.0.2\Bases\Klava/pef105.kdc Time:: Today, 22/08/2015, 8:19 AM

22.08.2015 08.19.39 File updated C:\ProgramData\Kaspersky Lab\AVP15.0.2\Bases\Klava/mmh003.kdc Time:: Today, 22/08/2015, 8:19 AM

22.08.2015 08.19.39 File updated C:\ProgramData\Kaspersky Lab\AVP15.0.2\Bases\Klava/mmh004.kdc Time:: Today, 22/08/2015, 8:19 AM

22.08.2015 08.19.39 File updated C:\ProgramData\Kaspersky Lab\AVP15.0.2\Bases\Klava/pef001.kdc Time:: Today, 22/08/2015, 8:19 AM

22.08.2015 08.19.39 File updated C:\ProgramData\Kaspersky Lab\AVP15.0.2\Bases\Klava/krnengn.kdc Time:: Today, 22/08/2015, 8:19 AM

22.08.2015 08.19.39 File updated C:\ProgramData\Kaspersky Lab\AVP15.0.2\Bases\Klava/krnun002.kdc Time:: Today, 22/08/2015, 8:19 AM

22.08.2015 08.19.39 File updated C:\ProgramData\Kaspersky Lab\AVP15.0.2\Bases\Klava/mmh001.kdc Time:: Today, 22/08/2015, 8:19 AM

22.08.2015 08.19.39 File updated C:\ProgramData\Kaspersky Lab\AVP15.0.2\Bases\Klava/mmh002.kdc Time:: Today, 22/08/2015, 8:19 AM

22.08.2015 08.19.39 File updated C:\ProgramData\Kaspersky Lab\AVP15.0.2\Bases\Klava/jimlnk01.kdc Time:: Today, 22/08/2015, 8:19 AM

22.08.2015 08.19.39 File updated C:\ProgramData\Kaspersky Lab\AVP15.0.2\Bases\Klava/jimsc001.kdc Time:: Today, 22/08/2015, 8:19 AM

22.08.2015 08.19.39 File updated C:\ProgramData\Kaspersky Lab\AVP15.0.2\Bases\Klava/kernel.kdc Time:: Today, 22/08/2015, 8:19 AM

22.08.2015 08.19.39 File updated C:\ProgramData\Kaspersky Lab\AVP15.0.2\Bases\Klava/heursc002.kdc Time:: Today, 22/08/2015, 8:19 AM

22.08.2015 08.19.39 File updated C:\ProgramData\Kaspersky Lab\AVP15.0.2\Bases\Klava/hr001.kdc Time:: Today, 22/08/2015, 8:19 AM

22.08.2015 08.19.39 File updated C:\ProgramData\Kaspersky Lab\AVP15.0.2\Bases\Klava/jim002.kdc Time:: Today, 22/08/2015, 8:19 AM

22.08.2015 08.19.39 File updated C:\ProgramData\Kaspersky Lab\AVP15.0.2\Bases\Klava/heurlnk01.kdc Time:: Today, 22/08/2015, 8:19 AM

22.08.2015 08.19.39 File updated C:\ProgramData\Kaspersky Lab\AVP15.0.2\Bases\Klava/heurlnk02.kdc Time:: Today, 22/08/2015, 8:19 AM

22.08.2015 08.19.39 File updated C:\ProgramData\Kaspersky Lab\AVP15.0.2\Bases\Klava/heursc001.kdc Time:: Today, 22/08/2015, 8:19 AM

22.08.2015 08.19.39 File updated C:\ProgramData\Kaspersky Lab\AVP15.0.2\Bases\Klava/gen001.kdc Time:: Today, 22/08/2015, 8:19 AM

22.08.2015 08.19.39 File updated C:\ProgramData\Kaspersky Lab\AVP15.0.2\Bases\Klava/heur002.kdc Time:: Today, 22/08/2015, 8:19 AM

22.08.2015 08.19.39 File updated C:\ProgramData\Kaspersky Lab\AVP15.0.2\Bases\Klava/heur004.kdc Time:: Today, 22/08/2015, 8:19 AM

22.08.2015 08.19.39 File updated C:\ProgramData\Kaspersky Lab\AVP15.0.2\Bases\Klava/ext850c.kdc Time:: Today, 22/08/2015, 8:19 AM

22.08.2015 08.19.39 File updated C:\ProgramData\Kaspersky Lab\AVP15.0.2\Bases\Klava/fa.kdc Time:: Today, 22/08/2015, 8:19 AM

22.08.2015 08.19.39 File updated C:\ProgramData\Kaspersky Lab\AVP15.0.2\Bases\Klava/fa001.kdc Time:: Today, 22/08/2015, 8:19 AM

22.08.2015 08.19.39 File updated C:\ProgramData\Kaspersky Lab\AVP15.0.2\Bases\Klava/ext847c.kdc Time:: Today, 22/08/2015, 8:19 AM

22.08.2015 08.19.39 File updated C:\ProgramData\Kaspersky Lab\AVP15.0.2\Bases\Klava/ext848c.kdc Time:: Today, 22/08/2015, 8:19 AM

22.08.2015 08.19.39 File updated C:\ProgramData\Kaspersky Lab\AVP15.0.2\Bases\Klava/ext849c.kdc Time:: Today, 22/08/2015, 8:19 AM

22.08.2015 08.19.39 File updated C:\ProgramData\Kaspersky Lab\AVP15.0.2\Bases\Klava/ext844c.kdc Time:: Today, 22/08/2015, 8:19 AM

22.08.2015 08.19.39 File updated C:\ProgramData\Kaspersky Lab\AVP15.0.2\Bases\Klava/ext845c.kdc Time:: Today, 22/08/2015, 8:19 AM

22.08.2015 08.19.39 File updated C:\ProgramData\Kaspersky Lab\AVP15.0.2\Bases\Klava/ext846c.kdc Time:: Today, 22/08/2015, 8:19 AM

22.08.2015 08.19.39 File updated C:\ProgramData\Kaspersky Lab\AVP15.0.2\Bases\Klava/emulnk01.kdc Time:: Today, 22/08/2015, 8:19 AM

22.08.2015 08.19.39 File updated C:\ProgramData\Kaspersky Lab\AVP15.0.2\Bases\Klava/emusc001.kdc Time:: Today, 22/08/2015, 8:19 AM

22.08.2015 08.19.39 File updated C:\ProgramData\Kaspersky Lab\AVP15.0.2\Bases\Klava/engine.kdc Time:: Today, 22/08/2015, 8:19 AM

22.08.2015 08.19.39 File updated C:\ProgramData\Kaspersky Lab\AVP15.0.2\Bases\Klava/emuaw100.kdc Time:: Today, 22/08/2015, 8:19 AM

22.08.2015 08.19.39 File updated C:\ProgramData\Kaspersky Lab\AVP15.0.2\Bases\Klava/emuaw101.kdc Time:: Today, 22/08/2015, 8:19 AM

22.08.2015 08.19.39 File updated C:\ProgramData\Kaspersky Lab\AVP15.0.2\Bases\Klava/emufa001.kdc Time:: Today, 22/08/2015, 8:19 AM

Whitecap_Database_Update_Errors.txt

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22.08.2015 08.20.04 Error updating component KLAVA Time:: Today, 22/08/2015, 8:20 AM

 

Try this four steps:

(1) disable self-defense of Kaspersky Product used (Kaspersky main window -> settings -> aditional -> self-defense -> disable)

(2) searching the directory C:\ProgramData\Kaspersky Lab\AVP15.0.2\Bases\KLAVA and delete the files it contains, but not the directory (Note #1: This directory is located in the C:\ProgramData and not in C:\ProgramFiles, note #2: 'C:\ProgramData' is a hidden directory. The file browser must be set so that it displays hidden files and directories, note # 3: If the files can not be deleted in spite of the disabled self-defense, the Kaspersky product must be switched off briefly.)

(3) activate the self-defense again

(4) do manually start an update

 

OR

 

(5) Uninstall Kaspersky and reboot your computer. Then re-install Kaspersky and reboot again. Activate the product with your 20-character activation code. Do a manual database update and reboot one last time.

 

Bye.

KM

Edited by KleinerMuck

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22.08.2015 08.20.04 Error updating component KLAVA Time:: Today, 22/08/2015, 8:20 AM

 

Try this four steps:

(1) disable self-defense of Kaspersky Product used (Kaspersky main window -> settings -> aditional -> self-defense -> disable)

(2) searching the directory C:\ProgramData\Kaspersky Lab\AVP15.0.2\Bases\KLAVA and delete the files it contains, but not the directory (Note #1: This directory is located in the C:\ProgramData and not in C:\ProgramFiles, note #2: 'C:\ProgramData' is a hidden directory. The file browser must be set so that it displays hidden files and directories, note # 3: If the files can not be deleted in spite of the disabled self-defense, the Kaspersky product must be switched off briefly.)

(3) activate the self-defense again

(4) do manually start an update

 

OR

 

(5) Uninstall Kaspersky and reboot your computer. Then re-install Kaspersky and reboot again. Activate the product with your 20-character activation code. Do a manual database update and reboot one last time.

 

Bye.

KM

 

Option 1 worked and the databases have updated.

I'll save both these option instructions in case the problem comes back.

Thanks KM,

Steve

 

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You're welcome.

 

Bye.

KM

Edited by richbuff
You're welcome; I am glad that this is resolved. This is closed as resolved; please post anew if need be. :)

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