We have been getting some reports from users that after running a manual on-demand scan it seems to be stuck or stopped at x%. The error code that is returned is different than “1″.
In order to help us troubleshoot this problem please follow these steps:
1.- Download and extract the Scan-Dump.zip file into a new folder, for example C:Test.
2.- Browse to the C:Test directory and execute the file called “Start.bat“.
3.- Run a manual on-demand scan from Panda Cloud Antivirus to try to reproduce the problem.
4.- If the problem is successfully reproduced, execute the file “Stop.bat“.
5.- There will be a file called “Session01.etl” in the C:Test directory.
If you can reproduce this problem please post the Session01.etl file to http://www.cloudantivirus.com/forum.
Many thanks for all your help & support !!
If you’re having any type of problem with Panda Cloud Antivirus (a recent one we’re getting is the Error Code 1 while scanning) you can help us troubleshoot it by enabling exceptions and having Panda Cloud Antivirus create minidumps when it runs into a problem.
You can enable exceptions easily by creating the following registry key:
Windows Registry Editor Version 5.00
[HKEY_LOCAL_MACHINESOFTWAREPanda SecurityPanda Service HostExceptions]
For those less familiar with manipulating the Windows Registry you can simply download and execute the following Exceptions.reg file which will automatically make the change in the Registry for you:
Once enabled, any exception caught will be shown to you in popup windows similar to the following ones:
If this happens, you can find the minidump in the following locations:
- XP: c:documents and settingsall usersProgram datapanda securitypanda cloud antivirus
- Vista: c:program datapanda securitypanda cloud antivirus
Simply compress (in a ZIP or similar) the minidump and send it to us. We have enabled an FTP account where these can be uploaded to.
FTP Server: 184.108.40.206
Don’t forget to drop us a note at http://www.cloudantivirus.com/forum if you do upload a minidump so we can provide you with an answer or fix after we analyze your upload.
Again thanks to all that are helping us improve Panda Cloud Antivirus !