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[SOLVED] Panda Cloud Crashes at 21% Completion

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[SOLVED] Panda Cloud Crashes at 21% Completion

Postby Canon_Man » Tue, 31 Jan 2017, 18:23

Panda Cloud has crashed (usually around 21% completion) three times in the last few days.

Re-starting it, it will run to completion. This just started happening about a week ago.

Event Viewer records the following:

Faulting application name: PCloudCleaner.exe, version: 1.4.0.162, time stamp: 0x00000000
Faulting module name: ntdll.dll, version: 10.0.14393.479, time stamp: 0x58256ca0
Exception code: 0xc0000005
Fault offset: 0x00048e64
Faulting process id: 0x21a4
Faulting application start time: 0x01d27bdb1c1b6117
Faulting application path: C:\Program Files (x86)\Panda Security\Panda Cloud Cleaner\PCloudCleaner.exe
Faulting module path: C:\WINDOWS\SYSTEM32\ntdll.dll
Report Id: e11f00aa-2461-4ed4-a980-3184bed11bf1
Faulting package full name:
Faulting package-relative application ID:

- <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
- <System>
<Provider Name="Application Error" />
<EventID Qualifiers="0">1000</EventID>
<Level>2</Level>
<Task>100</Task>
<Keywords>0x80000000000000</Keywords>
<TimeCreated SystemTime="2017-01-31T16:02:35.789110900Z" />
<EventRecordID>11394</EventRecordID>
<Channel>Application</Channel>
<Computer>Laptop</Computer>
<Security />
</System>
- <EventData>
<Data>PCloudCleaner.exe</Data>
<Data>1.4.0.162</Data>
<Data>00000000</Data>
<Data>ntdll.dll</Data>
<Data>10.0.14393.479</Data>
<Data>58256ca0</Data>
<Data>c0000005</Data>
<Data>00048e64</Data>
<Data>21a4</Data>
<Data>01d27bdb1c1b6117</Data>
<Data>C:\Program Files (x86)\Panda Security\Panda Cloud Cleaner\PCloudCleaner.exe</Data>
<Data>C:\WINDOWS\SYSTEM32\ntdll.dll</Data>
<Data>e11f00aa-2461-4ed4-a980-3184bed11bf1</Data>
<Data />
<Data />
</EventData>
</Event>

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Re: Panda Cloud Crashes at 21% Completion

Postby VirusBuster » Wed, 01 Feb 2017, 11:45

What Panda Cloud Cleaner version are you using? You can check it in its title bar
What operating system are you using? 32 or 64 bits?
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Re: Panda Cloud Crashes at 21% Completion

Postby Canon_Man » Wed, 01 Feb 2017, 15:12

VirusBuster wrote:What Panda Cloud Cleaner version are you using? You can check it in its title bar
What operating system are you using? 32 or 64 bits?


64 bit Windows 10

Running Panda Cloud V1.1.10

I believe it was generated using version 18.0.0 of Panda Security.

Noticed that if the PCC version is earlier than the most recent supported version, PCC will not connect with the server and processes a scan offline.

To overcome this, I have from time to time uninstalled PCC and let it install a newer version. V1.1.10 is most recent and does connect OK.

The crash problem is intermittent, and not consistent but has occurred three times that I am aware of.

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Re: Panda Cloud Crashes at 21% Completion

Postby VirusBuster » Tue, 07 Feb 2017, 10:43

Then we will need a postmortem dump to be collected

To determine which process is crashing, a post-mortem dump of the computer is needed. To generate this file, please download the document How to generate a post-mortem memory dump, follow the steps indicated and forward the resulting files to us.


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

Just download 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.
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Jorge Torre
TechSupport Department - Panda Security

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

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Re: Panda Cloud Crashes at 21% Completion

Postby Canon_Man » Tue, 07 Feb 2017, 16:05

The issue seems to have corrected itself.

I ran a health program which corrected a number of file and registry errors the day after posting my last comment.

I did this because shortly after that posting, I ran Panda Cloud and it crashed again.

So, I installed a health program recommended by CNet and thereafter PC has run without error.

If it occurs again, I will repost a new thread.

This incident could be closed for now.

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Re: Panda Cloud Crashes at 21% Completion

Postby VirusBuster » Wed, 08 Feb 2017, 10:37

Thanks for the feedback
ISSUE SOLVED
Regards,

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