The first thing I would check is the version of the patches applied to your system. You can do so by clicking on the Home icon in the top left corner. This will bring up the home screen and in the bottom of this screen is the latest product definitions and versions. The latest patch should be for 126.96.36.19910. If this is not current we need to look at how you are downloading the patch definitions.
Please check it by doing a Tools > Options > Definitions. It should show under the "Definitions Download Source" as "Default (http://xml.shavlik.com)" If it lists something else other than this, then this maybe the cause.
Finally I would suggest getting the log information during a help > refresh files and then submitting those logs to us in a new support case.
Here are the steps to complete obtaining the logs:
> In vCenter Protect go to Tools > Options > Logging and make sure both User Interface and Services are set to “All”. Save.
> Close vCenter Protect.
> Stop the VMware Vcenter Protect console service.
> Delete all the logs from:
> Vista, 2008, & Win7: C:ProgramDataShavlik TechnologiesLogs
> Windows XP & 2003: C:Documents and SettingsAll UsersApplication DataShavlik TechnologiesLogs
> Start the VMware Vcenter Protect console service and open Protect.
> Reproduce the error/issue.
> Afterwards please zip and send all the logs.
If you need additional assistance please feel free to contact us at 1866-407-5279 or by email at email@example.com
XML Version 188.8.131.5252
Last Modified 5/9/2013
Download source is http://xml.shavlik.com
We never had this issue before and I was thinking maybe you guys are having issues with the XML files !!!
Here's a snapshot of the events log for "Refresh Files" task
2013-05-15T18:50:35.8784634Z 0021 I WorkItemController.RunInternal|Started
2013-05-15T18:50:35.8784634Z 0021 I WorkItemController.RunInternal|Download manifest Started
2013-05-15T18:50:35.9253390Z 0021 I WorkItemController.RunInternal|Download manifest ended with status: 'Completed'
2013-05-15T18:50:35.9253390Z 0021 I WorkItemController.RunInternal|Download patch definitions Started
2013-05-15T18:50:45.1910826Z 0021 I WorkItemController.RunInternal|Download patch definitions ended with status: 'Completed'
2013-05-15T18:50:45.1910826Z 0021 I WorkItemController.RunInternal|Patch import Started
2013-05-15T18:51:07.5819942Z 0021 I WorkItemController.RunInternal|Patch import ended with status: 'Completed'
2013-05-15T18:51:07.5819942Z 0021 I WorkItemController.RunInternal|ITScripts Import Started
2013-05-15T18:51:07.5976194Z 0021 I WorkItemController.RunInternal|ITScripts Import ended with status: 'Completed'
2013-05-15T18:51:07.5976194Z 0021 I WorkItemController.RunInternal|Data collection Started
2013-05-15T18:51:07.5976194Z 0021 I WorkItemController.RunInternal|Data collection ended with status: 'Completed'
2013-05-15T18:51:07.5976194Z 0021 I WorkItemController.OnWorkItemsCompleted|Starting...
2013-05-15T18:51:07.5976194Z 0021 I WorkItemController.OnWorkItemsCompleted|...done
So it looks like you are a bit behind in the XML data. The latest version is from the 14th and the version number is 184.108.40.20610. Are you getting any errors in the Application during the refresh files? It maybe how you are connecting to the internet, and if there is a proxy that could be preventing connection.
What version of Protect are you using and what version of Windows is this installed on?