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Known Issues

April 30th, 2009

 

The following issues have been detected by our beta testers which should be taken into consideration.

Installation / Uninstallation Issues

  • During an incomplete uninstall, after reboot, the uninstall process cannot be finished. SOLUTION: We’re creating an uninstaller, but in the meantime please send us the log that is shown in the warning message.
  • Cannot install after an incomplete install. SOLUTION: We’re creating an uninstaller, but in the meantime please send us the log that is shown in the warning message.
  • Error while re-installing as a file cache is in use. SOLUTION: click “Retry” and allow the installation process to finish. It will complete successfully in spite of the warning message.

 

Application Issues

  • Report takes a long time to show over 10.000 detections. WORKAROUND: as the Panda Cloud Antivirus Log is saved in the Windows Event Viewer, delete the corresponding Event Viewer Log before launching an on-demand scan over many files to help improve the responsiveness of the report viewer.
  • The Recycle Bin (quarantine) takes a long time to show when there are many items in it.
  • In the Event Report the name of the detected malware is shown as “Not available”. This means that either Internet connectivity was lost during the synchronization with Collective Intelligence or the malware naming webservice is not responding correctly.

 

Detection & Disinfection Issues

  • Boot scan not performing correctly.
  • Infected PE files which are not file-infectors and which are downloaded via HTTP, the product prompts for reboot disinfection even though it’s not really necessary.
  • In infected compressed or packed containers which hold multiple elements, where at least one is infected, the product prompts for reboot disinfection even though it’s not really necessary.
  • In some cases after disinfecting a file-infector virus the product notifies as “not neutralized” even though it was disinfected correctly and vice versa (in the case where the virus is in memory or the user does not have write-access to the directory respectively).
  • Does not intercept nested Office file formats.
  • When launching and on-demand scan over a very large number of malware samples the scan may be stuck at 99% of completion. SOLUTION: Disable BackgroundScan (will post details soon on how to do this).

 

As always we appreciate and welcome testing feedback so please keep them coming at beta@pandasecurity.com or in the form of comments on this blog.

  1. May 12th, 2009 at 16:19 | #1

    @James s of now it doesn’t include this functionality. However you can download another free Panda utility (command-line scanner) which you can use in boot scans. It’s called PAVCL (Panda Antivirus Command-Line Scanner) and you can download it for free from:
    http://research.pandasecurity.com/archive/New-Panda-Antivirus-Command-Line-9.5.1.aspx

  2. James
    May 13th, 2009 at 22:35 | #2

    Well, I really meant a kind of live CD/DVD.
    PAVCL seems very nice, too.

  3. May 14th, 2009 at 03:01 | #3

    @James we do have this functionality with the full paid Panda products (Panda Antivirus Pro, Panda Internet Security,…). From those products you can create a linux boot CD with PAVCL integrated into it. But it’s fairly simple once you have downloaded the PAVCL and SIG to create one yourself. Search for BartPE or WindowsPE. There’s also some sample scripts around the web on how to update antivirus signatures on a live CD.

  4. James
    May 14th, 2009 at 20:52 | #4

    I was not sure if we could put our trust on BartPE or Windows PE.., I think some skills may be needed to use them properly.
    And I am not sure if you can use them on a oem computer (eg. hp, dell..), as it is usually sold with a manufacturer-system rescue disk if any, you know.

  5. May 15th, 2009 at 01:14 | #5

    @James I see what you mean. Doesn’t need to be BartPE or similar. You can modify any LiveCD distro or make your own to include pavcl. However I do agree some skills are needed. Alternatively you can simply download a regular Panda product from http://www.pandasecurity.com and use it to create the Panda BootCD.

  6. Raj
    May 15th, 2009 at 18:44 | #6

    I installed the Panda cloud a few hours back However, its not ON and I clicked on the red balloon which opened the Windows Security Center and then clicked to ‘turn it on’ button. Even after 2 reboots and multiple tries, it does not seem to be working. Any advice?

    I’m using Vista Business 32K

  7. May 16th, 2009 at 00:55 | #7

    @Raj can you check if the service is running? To verify this, right-click on “My Computer” and then choose Manage. Go to “Services and applications”, then “Services” and check if “NanoServiceMain” is running or not.

  8. Leif Sohlman
    May 27th, 2009 at 13:02 | #8

    When performing “scan all my coputer” thera are issued about 1&-1/5 as many files as earlier virus program has scanned. Is this wrong or those it count different from the other programs.
    I have looked in the virus report but can’t find a way to empty or delete some of the earlier issues. Will they be canceled automaticly after a while or?
    May I in any way control that all files are scanned?
    So far this antivirus program seems to be wery good.
    Best regards
    Leif

  9. May 27th, 2009 at 14:07 | #9

    @Leif Sohlman The way to count files during scan is different in every antivirus program. Some count compressed files as only 1, some count compressed files as 1+however many files inside, some count compressed files as however many files inside. Some count files inside installers and some don’t. Some count files inside runtime packed files, some don’t. You really cannot compare this aspect from one to another.

    The way to control this is to activate advanced logging and here you will see exactly what is going on. More info at
    http://blog.cloudantivirus.com/2009/04/30/testing-panda-cloud-antivirus-advanced-logging/

  10. June 4th, 2009 at 20:27 | #10

    Would like to try this AV but after i instal it it wont open, no errors just refuses to open. tried reinstalling and same thing, no panda bear in the bottum right corner or anything.

  11. June 6th, 2009 at 12:19 | #11

    @Anon3773 One solution that seems to work for other users is to clear the Windows Prefetch. Simply delete all *.pf files from C:\Windows\Prefetch and reboot.

  12. Patrick
    June 6th, 2009 at 20:43 | #12

    after installing panda cloud my system recovery function in vista is not working anymore. After uninstalling panda cloud, the pando logo in the menu “configuration; security is still visible and can’t be deleted (even after installing panda again. I’ve vista premium with sp1

    on my laptop panda clouds work fine

    How can I repair the system recovery procedure in windows and how can i remove the logo in configuration/security menu?

  13. blametheadmin
    June 7th, 2009 at 20:04 | #13

    @Pedro Bustamante I found a variant of a Win32/Agent trojan that was sitting on the $RECYCLE.BIN area. Does PCA antivirus scans these areas?

  14. wembely
    June 9th, 2009 at 04:38 | #14

    Can not get panda cloud to uninstall. It asked me to send tech support an error log file (PSnonolog.zip) – but I see no way to do that here. no obvious place to do this in support in general. please instuct how to send file so I can remove this program from my computer

  15. June 9th, 2009 at 18:03 | #15

    @Patrick & @wembely, please write to beta@pandasecurity.com requesting manual uninstall instructions.

    @blametheadmin yes, Panda Cloud Antivirus does scan in these folders as well.

  16. blametheadmin
    June 10th, 2009 at 02:43 | #16

    @Pedro Thank you. I found it in the log. I’m just a little concerned that PCA didn’t catch it during the “Scan all my computer” option. How would the Collective Intelligence go about protecting other nodes when the infected node was left untouched?

  17. June 10th, 2009 at 18:26 | #17

    @blametheadmin when you talk about “nodes” what are you refering to, different computers on the same network? What do you mean by untouched?

  18. blametheadmin
    June 11th, 2009 at 02:28 | #18

    @Pedro I took “nodes” from the “New Protection Model Explained” page. I figured it refers to PCs. By untouched I mean that PCA didn’t do anything to the file. In fact, as I mentioned before, PCA didn’t even detect the trojan.

  19. Fivish
    June 12th, 2009 at 17:29 | #19

    Please advise if I need to unistall AVG and Spybot S&D or will this work alongside those two?

  20. blametheadmin
    June 13th, 2009 at 01:54 | #20

    @Fivish it would be recommended. Panda Cloud will protect you from all the crap out there. At least that is what Panda is trying to accomplish. Cheers Panda!!

  21. June 15th, 2009 at 21:05 | #21

    @Fivish as blametheadmin mentions, it’s recommended to not run 2 AVs at the same time in parallel. However there are some third-party on-demand scanners (Malwarebytes Anti-Malware, etc.) that can be run alongside Panda Cloud Antivirus.

  22. hh
    June 18th, 2009 at 07:27 | #22

    Geez,

    This site is marked April. It is June. Get with the uninstaller already.

  23. Andy Kenworthy
    June 19th, 2009 at 06:04 | #23

    Attempting to remove this program as I have suffered my first virus attack while using it. Can’t uninstall efficiently as access denied becuase bits of it are still working. NO UNINSTALL!!! WTF! Surely that’s a basic?! Now I have your progam to try and sort out. Really, really irresponsible. Gonna go buy Norton GRRRRRRRRRR :-(

  24. June 20th, 2009 at 12:00 | #24

    @Andy Kenworthy
    Andy, Panda Cloud Antivirus is still in beta, it’s exposed to errors like these… I think :)

  25. June 23rd, 2009 at 10:14 | #25

    @hh & @Andy Kenworthy
    , you can get detailed uninstall instructions when the normal uninstall fails by contacting beta@pandasecurity.com

  26. RANDY S MITCHELL
    July 29th, 2009 at 05:10 | #26

    Have been trying for months to install Cloud Anti virus. Each & every time it says I have to uninstall Pc-cillin.exe yet that does not exist on my computer. I have uninstalled ALL anti virus & malware programs on my computer and spent tens of hours in REGEDIT looking for it. Panda gave specific instructions for uninstalling Cloud & then reinstalling, did that & same problem exists.

    H E L P

  27. f french
    July 29th, 2009 at 06:09 | #27

    I have installed this antivirus on all my cpu’s the problem i am having is my taskmanager is telling me that is has been disabled by the administrator and my cmd prompt what can i do to activate them?????

  28. Jeremy Baynham
    July 29th, 2009 at 17:10 | #28

    Hi, I have uninstalled Beta1 with the manual uninstaller, but once I install Beta2 it stops itself, and I get a rash of errors in the event log, of the type service PS* could not be started, could not find the file specified. Been through the uninstall/reinstall cycle 3 or 4 times now, with the same result each time. I’m on XP SP3…

  29. July 31st, 2009 at 00:23 | #29

    @RANDY S MITCHELL try searching Trend Micro’s website or google around for a Trend uninstaller to get rid of the traces that PC-Cillin might have left behind.

    @f french seems like you might have a malware infection (disabled taskmanager and cmd are typical signs of infection). Run a manual scan of the entire PC.

    @Jeremy Baynham please run a virus scan before installing. Visit http://www.activescan.com and to see if there’s an infection preventing Cloud Antivirus from installing correctly.

  30. Aje
    November 15th, 2009 at 22:18 | #30

    I installed cloud antivirus 1.0 and I had no betas installed. However antivirus prevented my dvb-card from working and made system unstable (Windows 7 RC x64). I tried to uninstall antivirus, but the uninstallation program freezed, and would not do anything. No when I try to uninstall the cloud antivirus it gives me some spanish(?) error message, and pointer zipped logfile. Loggiles-content below:

    === PS CLOG::Opening LogFile: “C:\Users\XXXX\AppData\Local\Temp\PSLogs\Setup_exe.log” Calling Module: “Setup.exe” ===
    15/11/2009 22:03:34.676 [PID:1072][TID:1080]: [L:020] – [F:0x00000001] – Setup.exe – wWinMain – Execution from C:\Program Files (x86)\Panda Security\Panda Cloud Antivirus\Setup.exe
    15/11/2009 22:03:34.677 [PID:1072][TID:1080]: [L:020] – [F:0x00000001] – Setup.exe – wWinMain – Command Line /X{C98BBC25-490C-4F3F-81D8-5D12C11732DF}
    15/11/2009 22:03:34.677 [PID:1072][TID:1080]: [L:020] – [F:0x00000001] – Setup.exe – PsInstalerBootstrap::CBSRequirements::ReadRequirementsInfo – Version PCA 2.0.0.0
    15/11/2009 22:03:34.678 [PID:1072][TID:1080]: [L:020] – [F:0x00000001] – Setup.exe – PsInstalerBootstrap::CConditionInfo::CheckEnvironmentValue – Parameter(__COMPAT_LAYER): VistaRTM
    15/11/2009 22:03:34.679 [PID:1072][TID:1080]: [L:020] – [F:0x00000001] – Setup.exe – PsInstalerBootstrap::COSCompatibilityRequirementElement::CheckRequirement – Uncomplete requirement
    15/11/2009 22:03:34.679 [PID:1072][TID:1080]: [L:020] – [F:0x00000001] – Setup.exe – PsInstalerBootstrap::COSRequirementElement::CheckRequirement – Operative System: (Microsoft Windows Vista Professional (Suite 0×100) (Build 6000))
    15/11/2009 22:03:34.686 [PID:1072][TID:1080]: [L:020] – [F:0x00000001] – Setup.exe – PsNanoStoreUtilities::GetStringFromCFG – Error reading (67145795): -2147483648
    15/11/2009 22:03:34.699 [PID:1072][TID:1080]: [L:020] – [F:0x00000001] – Setup.exe – ExecuteBootStrapProcess – Return code (0xb)

    (Weird thin that it says vista, allthough machine is windows 7).

  31. Paul Weytjens
    December 20th, 2009 at 18:36 | #31

    How uninstall Panda Internet Security ?

  32. Metus
    January 4th, 2010 at 17:28 | #32

    Installed Panda Cloud on a newer Dell notebook running a retail copy of Win7 Ultimate 32bit. One day one boot, about 3 weeks ago, the could service wouldn’t start…tried several things to repair the install; no dice. Tried to uninstall it and it throws an error window in spanish (!?) and fails to remove itself. Obviously, the whole package is fubar’d. How do I remove it manually (list of keys and the like)? Or is there a newer antivirus.

  33. January 4th, 2010 at 19:47 | #33

    @Metus Try the CloudAV uninstaller (http://www.pandasecurity.com/resources/sop/Cloud_AV_Uninstaller.exe) and after a reboot, download again from http://www.cloudantivirus.com and install again. If that still doesn’t work, please post the logs from the installation at the support forums (http://www.cloudantivirus.com/forum).

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