[CLOSED] [04020411] Stuck at Windows login after running Panda Cloud Cleaner Rescue ISO

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VirusBuster
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Re: Stuck at Windows login after running Panda Cloud Cleaner Rescue ISO

Post by VirusBuster » Thu, 23 Oct 2014, 16:01

PM me your customer number so that we can open an offical case to study the issue
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Jorge Torre
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Re: Stuck at Windows login after running Panda Cloud Cleaner Rescue ISO

Post by Carrot Cruncher » Thu, 23 Oct 2014, 21:45

I'm afraid I don't have a customer number, I'm just using your free downloads.

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Re: Stuck at Windows login after running Panda Cloud Cleaner Rescue ISO

Post by VirusBuster » Fri, 24 Oct 2014, 08:57

We have created the case 04020411 to study this issue

After studying the provided information and in order to offer you a solution as soon as possible, we suggest performing a remote session to the affected machine through a secure application.

During this remote session we would be able to perform all the tests needed and gather the needed information in order to solve the problem.

In order to perform this remote session we need you to provide us with at least 24 hours in advance a date and time when you would be able to establish the remote connection.

We work from Monday to Thursday, from 8:30 am in the morning to 18:00 pm in the afternoon in local Spanish time (CET/GMT+1) and Fridays from 8:30 am in the morning to 15:00 pm in the afternoon in local Spanish time (CET/GMT+1).

Please let me know when suits you so we can arrange a date and provide you the connection details.

We are expecting your news.
Regards,

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Jorge Torre
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Re: [04020411] Stuck at Windows login after running Panda Cloud Cleaner Rescue ISO

Post by Carrot Cruncher » Wed, 29 Oct 2014, 00:24

At the moment next Monday or Tuesday should be OK.

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Re: [04020411] Stuck at Windows login after running Panda Cloud Cleaner Rescue ISO

Post by VirusBuster » Wed, 29 Oct 2014, 12:04

OK, what time (CET/GMT+1) fits you best?
We are in Spain. You can check the time difference if any at http://www.worldtimebuddy.com/
Regards,

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Jorge Torre
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Re: [04020411] Stuck at Windows login after running Panda Cloud Cleaner Rescue ISO

Post by Carrot Cruncher » Thu, 30 Oct 2014, 15:23

Can we make it 14:00 GMT (15:00 CET) please.

Is there anything I need to do in preparation?

Please note I rebuilt the laptop to see if it resolved the issue, but the portable version still crashes as before. I haven't reinstalled the Windows Debugging Tools so let me know if these will be required.

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Re: [04020411] Stuck at Windows login after running Panda Cloud Cleaner Rescue ISO

Post by VirusBuster » Thu, 30 Oct 2014, 18:06

OK, then next monday, November 3rd at 14:00 GMT (15:00 CET)
I will send you a private message with the connection details
Debugging Tools won't be needed to be installed
Regards,

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Jorge Torre
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Re: [04020411] Stuck at Windows login after running Panda Cloud Cleaner Rescue ISO

Post by VirusBuster » Wed, 05 Nov 2014, 10:01

The issue was caused because you were running it from a standard user even though you were running it as Administrator.
The issue will be corrected in the next version of Panda Cloud Cleaner
Regards,

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Jorge Torre
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Re: [04020411] Stuck at Windows login after running Panda Cloud Cleaner Rescue ISO

Post by VirusBuster » Tue, 01 Sep 2015, 17:41

Regards,

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