What do I do if my modules disappear from the Core UI?

If you are noticing that module(s) are missing from the Core UI there are a few different things that you can check prior to submitting a support ticket:

1. MetaDefender Core Cannot Reach the Update Server: The update server for MetaDefender Core is https://update.dl.opswat.com, which is used for fetching engine and database updates. To ensure that MetaDefender Core can reach the Update Server, please review the following troubleshooting steps below:

   1. Check Internet Connection: Verify that the MetaDefender Core server has a stable internet connection. This is necessary for connecting to the update server.

   2. Allowlist Required URLs: Make sure the following URLs are accessible from your environment:

      • https://activation.dl.opswat.com (for license activation)
      • https://update.dl.opswat.com (for engine and database updates)

   3. Firewall Configuration: Verify that the firewall is not blocking the required URLs or ports. If the server is in a restricted environment, configure the proxy settings in MetaDefender Core to allow access to the update and activation servers.

   4. Offline Updates: If the server is offline, you can use the MetaDefender Update Downloader utility to download updates on a system with internet access and then transfer them to the offline server. The utility can be downloaded from My OPSWAT Portal under Produt Downloads > click on MetaDefender Core > under Modules & Utilities click on Update Downloader for Offline Environment

   5. Check System Notifications: Verify if there are any notifications in the MetaDefender Core interface indicating issues such as disk space or memory availability, as these can also affect updates.

2. Restart the Services: Sometimes, restarting the MetaDefender Core services can resolve issues with missing modules. Restart the services through operating system’s services manager or by using the command line.

3. Clear Browser Cache: If you are accessing the MetaDefender Core user interface through a web browser, clear your browser cache and refresh the page. Cached data can sometimes cause display issues.

4. Reinstall MetaDefender Core: If the above steps do not resolve the issue, consider reinstalling MetaDefender Core. Ensure you have back up of your configuration and data before proceeding with a reinstallation.

   1. Have a backup version (snapshot, recovery point,…)
   2. Import/Export your configuration settings.
   3. Export processing history as needed.

Contact OPSWAT Support:

If the problem persists, reach out to OPSWAT support for further assistance. In the ticket please provide the following details:

• Details about your environment
• The version of MetaDefender Core you are running
• Details about any specific errors you are receiving and relevant screenshots
• Support Package. This will allow us to check logs and check for any specific errors. Please review our documentations on How can I create a support package?
• License key. This will allow us to confirm and verfiy which modules should be available to you based on the purchased package.