Overview

This article describes the process to resolve the error which occurs when Kerio Control product updates fail:

Product update failed. Error: Check failed (reminders not set or server error!)

This issue has been observed in NG100W and NG300W hardware boxes.

The error might be generated because of a corrupted configuration, a faulty DNS, or due to SSL Certificate fault. It may also happen if incorrect values are set in the winroute.cfg.

Prerequisites

Access to Kerio Control Administration

Solution

Important Note: If you are unsure about securely performing the steps mentioned in this article, always make a backup before making any changes.

1. Configuration Check

   • Internet interfaces are set with DNS Servers.
     
   • Traffic rules to ensure that the https connections are not blocked.
   • A rule is in place to allow Kerio sites through the content filter.
     
   • Use IP tools DNS lookup to reach prod-update.kerio.com and register.kerio.com.
     
   • Use IP tools Ping within Kerio Control, ping prod-update.kerio.com, and ping register.kerio.com.
     
   • Re-register License Information.
     
   • Any errors in the debug log which indicate SSL certificates expiry.
   • Issues with the update servers itself which occur in different environments (should be reported to SaasOps)

    

2. Changing Configuration in winroute.cfg

   If all of the configurations in the preceding step are checked, and the issue is not fixed, then perform the below procedure:

   1. Export a configuration backup, including SSL certificates and DHCP Leases.
   2. Login to Kerio Control via SSH.
   3. Navigate to /opt/kerio/winroute folder.
   4. Execute the following commands:
      

      ./tinydbclient "update Update set ProductReminderId=0"
      ./tinydbclient "update Update set ProductReminderAuth=0"

   5. Restart Kerio Control.
      

      /etc/boxinit.d/60winroute restart

      
      

Testing

To confirm that the update works correctly:

1. Log in to Kerio Control Admin UI. 
2. Navigate to Advanced Options > Software Update > Check Now.