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Panda Dome Critical error

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Panda Dome Critical error

Postby Mantari » Tue, 01 May 2018, 13:21

Hi
I have just completed a fresh install of Windows 10 April Update version 1803

With Admin rights Ive disabled Windows Defender

Im trying to install Panda Dome 18.08

After the installation and restart Panda cannot switch on the Permanent Protection

1 warning - the firewall is not switched on
1 critical alert - an error occurred in the protection - Restart Now

After restarting the error and warning continue

Please advise

Thanks
M

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Re: Panda Dome Critical error

Postby Rhodan73 » Tue, 01 May 2018, 18:29

Hi there!

I have exactly the same problem on 2 computers. One I upgraded from 18.03 (Panda Protection), the second got a clean install. I get this critical error on both of them, but there is no pattern. I can watch it switching from 'Protected' to 'Not protected' until it finally stays at the latter. Even better ... I did a complete scan on one computer (which finished successfully) and afterwards it switched to 'Not protectec'.

I also tried everything uninstall, reinstall and then again an uninstall in addition with the uninstall tool from Panda to make sure everything is gone. Nothing ... cleary an issue on their side. If it doesn't get better within this week, I'll use another software (already switched from Antivirus after several years after it destroyed my windows partition and the one of my girlfriend).

Cheers!

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Re: Panda Dome Critical error

Postby Mantari » Tue, 01 May 2018, 18:48

exactly right

it flicks between ON then OFF a few times then remains OFF with the error

Clearly Panda is trying to fight back :o

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Re: Panda Dome Critical error

Postby Darth Panda » Wed, 02 May 2018, 11:43

What is your country of origin, Mantari?
Technical support – Panda Security
www.pandasecurity.com

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Re: Panda Dome Critical error

Postby Mantari » Wed, 02 May 2018, 11:46

Hi
As shown on my post location

UK

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Re: Panda Dome Critical error

Postby Darth Panda » Wed, 02 May 2018, 12:58

try deleting leftovers from previous versions by following the instructions below:



Uninstall your Panda product from the Windows Control Panel.

then, completely remove files and registry entries of your antivirus. To do this, follow the instructions below:



Download and run the Panda Generic Uninstaller file to the Windows Desktop:

http://www.pandasecurity.com/resources/tools/uninstaller.exe

Click Yes when a window showing the following message is displayed:
Do you want to run this uninstaller?
WARNING: It will reboot at the end to ensure a clean uninstall.:
let it finish and restart the computer.
Then download the new dome installation file.

Install and inform if problem still on computer.
Technical support – Panda Security
www.pandasecurity.com

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Posts: 192
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Re: Panda Dome Critical error

Postby Mantari » Wed, 02 May 2018, 15:57

HI
Thanks for the reply

Can I ask you to read the first post I made on this subject -again - properly

There was no previous version of Panda installed as it was a fresh install of Windows 10 April Update version 1803


And it was a 1st installation of Panda, clearly

So how do you get to the "try deleting leftovers from previous versions by following the instructions below:..." ??

Can you ask Bilbao, thanks

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Re: Panda Dome Critical error

Postby Darth Panda » Wed, 02 May 2018, 16:01

Hello, and I am sorry, but I did read the first post, and you said:

After the installation and restart Panda cannot switch on the Permanent Protection


and those leftovers are what I meant to erase.

Sorry if it was not clear.

Did you try and do it?
Technical support – Panda Security
www.pandasecurity.com

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Posts: 192
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Re: Panda Dome Critical error

Postby Mantari » Wed, 02 May 2018, 17:24

So

Clean install install of Windows 10 April Update version 1803

Installed Panda

Critical error occurs - switches protection on and off and then finally switches it off

Panda says reboot to fix

Reboot PC

Critical error occurs - switches protection on and off and then finally switches it off

Uninstalled Panda

Rebooted

Used Panda Generic Uninstaller

Rebooted

Installed Panda again

Critical error occurs - switches protection on and off and then finally switches it off

Uninstalled Panda

Rebooted

Used Panda Generic Uninstaller

Rebooted


The problem still occurs

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Re: Panda Dome Critical error

Postby Darth Panda » Wed, 02 May 2018, 17:29

Ok. We are going to need a psinfo from that machine.

Panda Support Information tool

From a computer with Internet connection, download and save the Panda Support Information tool in your computer.

http://enterprise.updates.pandasoftware.com/pcop/files/PCOPinfo.exe

Access the General tab, fill in your customer and product details and describe your issue.
Tick the Do not send, save local option
Click Start for the hardware and software collection process to begin.
Once completed, send us the resulting file, in .7z format
Example: COMPUTERNAME_[DATE-TIME]_PSInfo.7z
Attach to response all files requested and send them to us to complete the study of the incident and solve it.
Technical support – Panda Security
www.pandasecurity.com

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