Frequently Asked Questions
Â
We’ve been getting a lot of positive feedback from the community regarding Cloud Antivirus. Thanks to all for downloading, testing, and using it. Of course there are many questions that are being answered through this blog and via comments, but as not all users read through the comments, I thought I’d compile a list of the most important and most common questions as well as answers. The list is comments/questions is the following (scroll down for the answers):
- Why isn’t there a 64bit and Windows7 version?
- Will Panda Cloud Antivirus continue being FREE after the beta is over?
- Do I need to run a different antivirus at the same time as Cloud Antivirus?
- Am I still protected when I’m not connected to the Internet?
- After installing Cloud Antivirus I scanned my PC and it took a really long time. What’s up?
- Are my files being sent to the cloud for scanning?
- What exactly is sent to the cloud?
- Cloud Antivirus detected a Trojan and deleted it. How can I get it back?
- Why can’t I choose delete/block/ignore when it detects a Trojan?
- Can I run Cloud Antivirus alongside my Norton360/AVG/Etc.?
- Scan stuck at x%.
- I have 2 monitors and Cloud Antivirus always appears right in the middle of both.
- Since I installed Cloud Antivirus my system has *really* slowed down to a crawl.
- I’m having problems downloading the Cloud Antivirus installation program.
Â
Â
Why isn’t there a 64bit and Windows7 version?
Basically we wanted to get Cloud Antivirus out there and tested as soon as possible to validate the new philosophy and protection model. Supporting additional configurations was less of a priority than seeing if the model is truly valid or not. However we’re seeing that by popular demand this is the #1 request we’re getting so we’ll re-think our priorities and try to release these builds as soon as possible.
Â
Will Panda Cloud Antivirus continue being FREE after the beta is over?
YES. Absolutely. 100%. Free.
Â
Do I need to run a different antivirus at the same time as Cloud Antivirus?
No. Cloud Antivirus provides all the protection you need from viruses, malware, etc. Also it is not recommended to run 2 different AV engines at the same time as they can conflict with each other.
Â
Am I still protected when I’m not connected to the Internet?
Yes, you do not need to be connected to the Internet all the time in order to be protected. Cloud Antivirus stores a “local cache copy†of Collective Intelligence for offline operation. As soon as you disconnect, Cloud Antivirus still works in the background, checking every file against its local cache of detections. This local cache includes, amongst other things, detection for all malware files which are currently in circulation and affecting users.
After installing Cloud Antivirus I scanned my PC and it took a really long time. What’s up?
If you run an on-demand scan of your entire system right after installing Cloud Antivirus you will experience this slowness because both the initial Background Scan and the on-demand scan are running simultaneously. Panda Cloud Antivirus runs a Background Scan after installation. During this Background Scan Cloud Antivirus does a review of the entire PC by scanning it and by filling up its goodware cache (checking known good files against the cloud) in order to optimize future scans. Simply allow Cloud Antivirus to finish its Background Scan before launching a full system scan. If you are experiencing problems after that, please export your Windows Event Log for Cloud Antivirus (My PC, Manage, Event Viewer, Nano, right-click & Save as) and send it to us at beta@pandasecurity.com. Â
Â
Are my files being sent to the cloud for scanning?
No. Absolutely no files and no personal information is sent to the cloud. Also only PE files (.EXE, .COM, etc.) are checked against the cloud. Non-PE files such as pictures, documents, etc are not scanned from the cloud.
Â
What exactly is sent to the cloud?
For any PE file that is checked against the cloud, we create multiple cryptographic hashes. Amongst them is what we call a “reverse signature†of the file. This reverse signature is able to identify multiple similar files. The response from the cloud can be “malwareâ€, “goodware†or “unknownâ€. Also we send “behavioral traits†of files to be scanned heuristically remotely by the cloud. These are basically properties and characteristics of each file. In summary, no content and no personal information is ever sent to the cloud.
Â
Cloud Antivirus detected a Trojan and deleted it. How can I get it back?
Cloud Antivirus is pre-configured to automatically delete malicious files. However suspicious files and certain types of grayware (hacking tools, potentially unwanted programs, etc.) are not deleted automatically and sent to the Recycle Bin (quarantine). To access the Recycle Bin, click on the folded bottom right corner of the Cloud Antivirus program. From there you can unblock detected files and get access to them again. Keep in mind that, once unblocked, these will not be detected again by Cloud Antivirus. However if the file that was detected is a true malicious file such as a Trojan, it will be deleted automatically and there’s no way to get it back (after all, you’re installing Cloud Antivirus to get rid of malware, right?).
Â
Why can’t I choose delete/block/ignore when it detects a Trojan?
As an antivirus program, the main thing that users ask for from us is that we detect and get rid of malicious files without bothering them. This is exactly what Cloud Antivirus does, keeping everything as simple and straightforward as possible. This is what we’re trying to do with the new protection model of Cloud Antivirus, to manage all these decisions for end users automatically. However we are getting some feedback from advanced users to have this functionality included. We’re thinking about how to approach this but one way would be to activate an “advanced mode†and while in that mode maintain an encrypted copy of every detected file in the Recycle Bin (at least for x amount of max time) that can be recovered if needed. Comments about this approach are welcomed.
Â
Can I run Cloud Antivirus alongside my Norton360/AVG/Etc.?
No you can’t, just as you can’t (or shouldn’t) run two or more different antivirus programs at the same time. The Cloud Antivirus installer identifies a large number of AV programs and will stop the installation if it detects one running. However there are reports of some users that have been able to install Cloud Antivirus running at the same time as lesser known AV programs such as Spyware Doctor Antivirus. In these cases you might experience slowness or slugginesh of the Operating System. To resolve this issue simply uninstall one of the two AV programs.
Â
Scan stuck at x%.
Issue 1: This is a bug of the interface transparency effect. It’s not really a bug with the scan itself; rather it’s a bug on the interface painting actions. It occurs when, during the scan, the screensaver kicks in or the user session is closed. After coming back to the scan window, the impression is that the scan is stuck. However if you click on the scan window and drag it you can see that the scan is finished or still progressing.
Issue 2: We have had some reports of stuck scans which are not due to the interface transparency effect. If you are experiencing this problem, please export your Windows Event Log for Cloud Antivirus (My PC, Manage, Event Viewer, Nano, right-click & Save as) and send it to us at beta@pandasecurity.com.
Â
I have 2 monitors and Cloud Antivirus always appears right in the middle of both.
Yes this is a reported and known bug. We’ll fix it as soon as possible.
Â
Since I installed Cloud Antivirus my system has *really* slowed down to a crawl.
See the FAQ above about running Cloud Antivirus in parallel with another AV program. If this is not the case and you still experience slowness of the Operating System in general, please contact beta@pandasecurity.com and send us the details of your configuration.
Â
I’m having problems downloading the Cloud Antivirus installation program.
Delete all temporary file from your browser and try downloading again from www.cloudantivirus.com.
Â
I use Windows XP Professional Edition SP3, and at the startup sometimes the Windows Security Center shows the Panda Cloud Antivirus is disabled, but in a few seconds it disappears.
This also happens with me, not sometimes, but always at startup. I’m on Windows XP Home SP3 (everything up-to-date), and what is worrying is that whilst this is occurring I am already on-line without protection for between 3 – 7 secs (before Panda Cloud kicks in)- plenty of time to receive a nasty!!
Well, I am also concerned as I don’t clearly understand why some files are not checked against the cloud. How do you scan non-PE files? How can you know that these files are not infected?
@8928 these type of registry changes are included in many disinfection routines. So if you’re infected with a malware that makes these kind of changes, chances are they will be reverted once Cloud Antivirus disinfects it. However if you want to check them manually, you can monitor the following registry entries which are the ones normally modified by malware to disable system settings.
Check both HKEY_CURRENT_USER & HKEY_LOCAL_MACHINE for the following entries:
Disables registry editor
Software\Microsoft\Windows\CurrentVersion\Policies\System;DisableRegistryTools;0;REG_DWORD;0
Disables command line interpreter
Software\Microsoft\Windows\CurrentVersion\Policies\System;DisableCMD;0;REG_DWORD;0
Disables task manager
Software\Microsoft\Windows\CurrentVersion\Policies\System;DisableTaskMgr;0;REG_DWORD;0
Hides clock from the tray bar
Software\Microsoft\Windows\CurrentVersion\Policies\Explorer;HideClock;0;REG_DWORD;0
Hides all desktop icons
Software\Microsoft\Windows\CurrentVersion\Policies\Explorer;NoDesktop;0;REG_DWORD;0
Hides Search option in Start menu
Software\Microsoft\Windows\CurrentVersion\Policies\Explorer;NoFind;0;REG_DWORD;0
Hides Run option in Start menu
Software\Microsoft\Windows\CurrentVersion\Policies\Explorer;NoRun;0;REG_DWORD;0
Disables menus when right-clicking on the task bar
Software\Microsoft\Windows\CurrentVersion\Policies\Explorer;NoTrayContextMenu;0;REG_DWORD;0
Disables menus when right-click except this from the task bar
Software\Microsoft\Windows\CurrentVersion\Policies\Explorer;NoViewContextMenu;0;REG_DWORD;0
Hides Shutdown option in Start menu
Software\Microsoft\Windows\CurrentVersion\Policies\Explorer;NoClose;0;REG_DWORD;0
Hides folder options in the tools menu of any folder
Software\Microsoft\Windows\CurrentVersion\Policies\Explorer;NoFolderOption;0;REG_DWORD;0
Of course there could be more, but these are probably the most common ones.
@Hypersky the 7 files you see in your Recycle Bin have been tagged “suspicious” and are being analyzed at PandaLabs. As soon as the analysis finishes they will be permantently deleted (if found to be malware) or restored (if found to be clean). The option of “Enable automatic management” is in the main application, next to the proxy settings.
@Alex Molina & @Julsey, can you send me a screenshot to pedro.bustamante@pandasecurity.com along with some basic info of your PC configuration?
@James Non-PE files are not checked against the cloud. The local cache of Cloud Antivirus, in addition of storing signatures for malware which is currently circulating, also holds signatures for detection of non-PE malware and other stuff.
I think I found a bug: when you use Google Earth and you try to show to the foreground (in spanish “poner en primer plano”, sorry) the Panda Cloud AV window it blinks. It happens with all the Panda windows (analysis, report, main window…). My Google Earth’s version is 5.0.11733.9347 and it’s run on OpenGL mode. With the Direct X mode it seems that it blinks more.
Is there a simple way how to make sure that Panda CA has access to the internet (e.g. my proxy settings is correctly specified)?
@Alex Molina Yes Alex this is a known issue of the interface “transparency effect”. It happens every now and then. It’s on the list of things to fix, altough with lower priority.
@Andrew Zaikin one way to verify this is by running an on-demand scan of a folder. If the scan window doesn’t give you a message such as “Connect to the Internet to benefit from better detection rates” that means that it can connect correctly.
The files are still there, been there over a week now… how long is this supposed to take? And why don’t I have the option to delete them right away?
is there any way send files to CI servers for classification, in case panda cloud av didn’t detect a virus , and how we know that it is connected to CI servers or not, there some indication in panda icon that let us know that cloud av is conncted with CI servers.
@Hypersky you can either delete them from your regular explorer window or click on Panda Cloud Antivirus bottom-right corner to access the Recycle Bin, where you can unblock and restore them to not be analized again.
@buddee the way to send info to CI is through the agent by having it detect something as suspicious. Otherwise you can send it to virussamples@pandasecurity.com and it will be imported automatically into CI (as opposed to virus@pandasecurity.com which goes to a lab engineer for manual analysis). Regarding the trayicon indication, it’s not a bad idea and one that some other people have already submitted.
1 more question, why files in quarntine takes too long time to be classified as maleware i am using pis 2009 and panda gp 2009. i have lots of files in quarntine, only few files in quarntine were classified as maleware, other still haven’t classifed yet, most of them were detected by TruPrevent and few by heuristics scan. to get rid of them i manuall send those files to virus@pandasecurity.com
i dont see panda cloud at startup taskbar
@kanturo Jules has sent a workaround for this problem. Delete all the files under your C:\Windows\Prefetch directory and reboot the computer. If the problem persists please post back here again.
This Windows error message has stopped occurring now – I deleted the NTOSBOOT*.*.pf file (and all other .pf files included) in the C:\Windows\Prefetch directory, then rebooted so that it would re-create itself again.
(Only guessing here – but I think there was info of my previous AV software included in the original NTOSBOOT file causing a conflict, which was cleared when deleted, and a new file created after reboot).
Have started the pc now numerous times without reoccurance of this problem.
@Julsey Many thanks for posting the fix Julsey!
Come on with that windows7 version please!!!!!
what is expected date of cloud av final release
first of all i want to say congrats because this antivirus program is free next presently am using ESET nod32 business edition its working effectively iam dialy updating it uninstall it ,if i install this cloud antivirus is there any problem to my system it will update dialysecure files as ur saying it is beat version is there any security risk
If this program doesnt have updates then how it scans local file
Final date given as before end of 2009
When is the next beta with hopefully a speed-up of the time taken to resolve good/bad ‘catches’ by CAV
@Pedro Bustamante
Careful – not all (.ini {layout}) and if you del ntosboot files you should shut down and restart, not just restart.
As DavidC mentions, we plan to release before end of 2009. In the meantime there’ll be a beta2 in a few weeks and hopefully a beta3 before the final version 1.0 release.
@naresh yes Cloud Antivirus includes real-time protection so your system will be protected. It updates its local cache in real-time so you don’t have to worry about signature updates. The local cache is basically a dynamic local signature of what Collective Intelligence “sees” circulating in-the-wild. Local files are scanned using both the local cache as well as the online from-the-cloud scan.
What are the improvements you will add (or you’re studying) at the beta2?
Is Panda Cloud Antivirus free to use in a corporate environment? If so, will it continue to be free once past the beta stage?
@Alex Molina It’s based mostly on feedback from here… the biggest visible change is probably more options for Recycle Bin to recover deleted files. The rest are mostly internal fixes (crashes, errors, disinfection improvements, etc.).
@Davan After the beta it will only be free for home users, not for corporate environments.
@Paulo
Download the installer, right-click the exe file, set compatibility for Vista SP2 and install.
Could Panda Cloud Antivirus be used with Threatfire?
@Kurt don’t see why not. Should not be incompatible.
@Austin Davies that will not work Austin.
A question on about web scanning.
CAV scans files on disc, but some files are written to and executed from memory (RAM) after being downloaded via your browser.
How does CAV handle this type of vector.
Adding some kind of an “Advanced interface” option would be nice. The “Full Auto” concept would work for most users, but there are cases, when and advance user should be able to fine tune the detection/removal options of the program, and also the Recycle bin recovery option. For example – why don’t you add and option in the “Advanced interface”, that allows the user to set the time deleted files are kept in there – from 7(14, 30) days to manual remove only. That would be very helpful in some situations.
One of my main occupations is independent testing of AV detection capabilities and for that reason I keep a large collection of malware samples. It was extremely unpleasant to me to discover, that Cloud Antivirus had automatically removed most of my samples. Nice thing I had a backup archive
Otherwise – GREAT JOB!!! Keep it that way!
I was running CloudAntiVirus fine for several weeks. Then, last week, the icon failed to appear in the notification area. Running it from the start menu seems to have no effect.
Processes shows PSANHost.exe as active.
Services does not show any services I can identify as associated with CloudAniVirus.
I can not tell you what version of CloudAniVirus is installed but the initial installation was from a file I downloaded on 4/29/2009.
I am running Vista Business Service Pack 1.
Any help would be appreciated.
@Dave P make sure registry entry “C:\Program Files\Panda Security\Panda Cloud Antivirus\PSUNMain.exe” /Traybar is in HKLM\Software\Microsoft\Windows\Currentversion\Run
once that entry is in the registry, the Panda will be back
@Dave P Try to reinstall it.
@DavidC Most downloads will pass through the drive before executing. There are some types of threats like the ones you mention which exploit & execute direct to memory (SQLSlammer, CodeRed, etc.). For this it’s better to compliment Cloud Antivirus with a Deep Packet Inspection firewall. There’s some free ones out there that will prevent these types of exploits.
@Dave P Did it *ever* show the traybar icon and all of a sudden disappeared never to return, or did you never have the traybar icon? Is the shortcut in the registry (HKLM\Software\Microsoft\Windows\CurrentVersion\Run)?
The process of the icon is “PSUNMain.exe /Traybar” (as blametheadmin correctly states). You may try finding out what happens by running “C:\Program Files\Panda Security\Panda Cloud Antivirus\PSUNMain.exe /Traybar”. Alternatively if all else fails try reinstalling as DeHuC mentions above.
@Pedro Bustamante When initially installed the icon would show up in the traybar notification area. The registry entry is:
“C:\Program Files\Panda Security\Panda Cloud Antivirus\PSUNMain.exe” /Traybar
Running it with the /Traybar option has no effect.
Before I try reinstalling, will I lose the quarantine files?
Can I use Cloudantivirus with Windows ME edition
@Karl H. Fischer Windows ME edition is not supported. At this time there is supported Windows XP 32Bit and Windows Vista 32Bit. Windows Me is never planned to be be supported as far as I know. Even Microsoft Support has ended the suppport for the product.
@Dave P please try reinstalling and see if that fixes the problem. Regarding the quarantine files, the uninstall process will ask whether you want to delete or keep them.
If you continue seeing the same problem after re-installing, please send me a list of files inside:
C:\Documents and Settings\All Users\Program files\Panda Security\Panda Cloud Antivirus
I found a new variant of MSNWorm.GI and I had to send it manually to virus [at] pandasecurity.com .
I miss a option for including manually files onto the Recycle Bin. It would be great if those files are sent too.
I found a broken link on the spanish Cloud Antivirus help: in “Introducción” the image next to “Visita la web de Panda Cloud Antivirus” links to “http://www.beta.panda-cloud-antivirus.com/” and not to “http://www.cloudantivirus.com/”.
My reports screen keeps showing the “yellow” circle, does this mean my system has been affected by a worm?
A full scan only found a trojan which has since been removed.
@Alex Molina thanks for the report Alex !
@Mohiuddin Shaikh The yellow circle is a pie chart of the malware detected, broken down by type (trojan, virus, spyware, etc.). As Cloud Antivirus detects more malware you’ll see it change over time.
How can we clean this history?
Hi Pedro, like I said you yesterday, I would like to install the product across an activex control like Trend Micro OfficeScan installation process. This will improve an easy way to install to a lot of people than can´t find a saved file at their desktop… (unfortunatly too much people..).
Congratulations for you new product.
Is this anti virus software a resource hog?
I am just downloading a computer game from Steam. Just a second ago a window popped up and notified me that a virus has been found and deleted
then the event log opened and I saw that the anti virus software deleted an important file from my Steam directory. How can I recover the file? I don’t want to download 10 GB again 
And why the heck isn’t the software asking what I want to do? This is absurd that the user can’t say “thats no virus for sure”… The file name is win2log.exe and your encyclopedia says it would be a trojan (absurd!). Of course in the Cloud AV recycle bin there is no file like this. Excellent.. what to do now? Deinstall Cloud AV and download 10 GB again? Come on… 
@Marco
Just found it.. “… there’s no way to get it back”.
So 10 GB download again. Wonderful. Thought I could keep this nice AV… but that’s a bit too risky for me if it deletes important files and there is no undo-function :’(