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Panda GP 2013 freezes [SOLVED]

Container for RESOLVED incidents, queries SOLVED by the experts, EXPIRED topics or those that have been CLOSED by the users.
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Panda GP 2013 freezes [SOLVED]

Postby neilg88 » Fri, 23 Aug 2013, 22:02

Hi I have a problem with my PC freezing (total lockup) which I have tracked down to Panda GP 13.

Here is the full history:
-- Weds & Thurs. PC freezes, a System Restore makes the system again operational. Freeze cause appears to be fairly random, other than linked to cursor movement/clicking, possibly related to program start up/switching
-- Today (Fri). PC freezes, but will not allow System Restore to operate. Eventually I disable via MSConfig programs & services I am aware have been installed recently - Panda GP 13 (upgraded from 12 on 15.8), iTunes (upgrade applied recently) + Trusteer Rapport (again an upgrade).
-- By cycling through it is clear that it is Panda GP 13 problem
-- Uninstall GP 13 & reinstall. Freezes PC at end of install. System Restore applied (a new manual point had been created).
-- Following hints set out in '[SOLVED] Pc freezes with Panda internet security 2013', full GP 13 downloaded and install of AV only undertaken. Install successful, no request to reboot, and offer to start AV. Option taken and PC then freezes.

PC is Windows 7 32 Bit, 4GB RAM, fully up to date via Windows Update, including SP 1.

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Re: Panda GP 2013 freezes

Postby Txaber » Tue, 27 Aug 2013, 09:14

Please send us the PSinfo, follow next link steps:

viewtopic.php?f=25&t=14
Regards,

Txaber Gartzia
TechSupport Department, Panda Security


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Re: Panda GP 2013 freezes

Postby neilg88 » Tue, 27 Aug 2013, 11:44

Hi Txaber, I've done this but I cannot upload the files as they are too big. What email address shall I use? I have two versions - Panda Removed and Panda installed (AV Only) but not activated.

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Re: Panda GP 2013 freezes

Postby Txaber » Tue, 27 Aug 2013, 11:52

In order to send us big files we have developed this tool to make the process easier.

Just download http://www.pandasecurity.com/resources/tools/Submit_FILES_To_FTP.exe(641 KB) and run it.

It will request you the following information:

* The folder where the files to be sent are stored
* Your forum nickname
When this information is entered, click the *Submit* button and the information will be automatically sent.

Please, after submitting the files to the FTP, make a new post so that we acknowledge that there are new files in the FTP to be taken care of.

*Note*: Please _don't use this tool to submit virus samples_, there is an specific thread for this purpose where there is explained the procedure to submit the virus: [Submission of virus samples & false positives|http://www.cloudantivirus.com/forum/ann.jspa?annID=50213]
Regards,

Txaber Gartzia
TechSupport Department, Panda Security


I don't reply to private messages unless I have previously requested them

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Re: Panda GP 2013 freezes

Postby neilg88 » Tue, 27 Aug 2013, 12:23

Hi Txaber

Files uploaded
@ 11:14 = Panda not installed
@ 11:37: Panda installed, but not started. PC is still in this state at the moment.

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Re: Panda GP 2013 freezes

Postby Txaber » Tue, 27 Aug 2013, 13:17

Hi neilq88,

This http://www.pandasecurity.com/resources/sop/pgp2013/hfgp61206s43_r1.exe Hotfix will solve the issue. Apply and let us know the results.
Regards,

Txaber Gartzia
TechSupport Department, Panda Security


I don't reply to private messages unless I have previously requested them

Registered user
Posts: 8
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Re: Panda GP 2013 freezes

Postby neilg88 » Tue, 27 Aug 2013, 14:25

Txaber wrote:Hi neilg88,

This http://www.pandasecurity.com/resources/sop/pgp2013/hfgp61206s43_r1.exe Hotfix will solve the issue. Apply and let us know the results.


Hi Txaber, I am afraid it didn't work. Here is the full sequence of events:
-- (I took the first PS info extract) #
-- I installed GP13 from the full download, enabling only the AV
-- (I took the second PS info extract)
-- (I provided the PS Info data)
-- I installed the Hotfix
-- I rebooted
-- PC froze during startup at the 'welcome'
-- I have used System Restore to re-instate to point '#'

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Re: Panda GP 2013 freezes

Postby Txaber » Wed, 28 Aug 2013, 06:56

We need a remote session. Please send us a PM and let us know date and time to do the connection.
Regards,

Txaber Gartzia
TechSupport Department, Panda Security


I don't reply to private messages unless I have previously requested them

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Re: Panda GP 2013 freezes

Postby neilg88 » Wed, 28 Aug 2013, 08:57

I will send you a PM re times. Also, I tried using the Panda uninstaller and a Registry Cleaner (ccleaner) to see if that cleaned up registry entries etc, but that had no benefit. This time the PC froze after the install, before I had time to apply the Hotfix.

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Re: Panda GP 2013 freezes

Postby TaTienDo » Wed, 28 Aug 2013, 12:03

Hi,

I have sent you a private message,

regards,

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