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

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

Post by Carrot Cruncher » Sat, 04 Oct 2014, 20:30

Hi. I just downloaded the Panda Cloud Cleaner Rescue ISO to test on a Windows 7 laptop I have. I'm at step 6. in:
http://www.pandasecurity.com/uk/homeuse ... rd?id=1681

but the laptop is just sitting at the login screen.

The laptop has two password protected users, one Administrator and one Standard User. Clicking on either user icon just causes the laptop to hang without presenting the password prompt.

How do I:
1. Complete the process and let Panda Cloud Cleaner run.
2. Remove whatever has been done so I can log into Windows normally again.

Thanks.

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

Post by VirusBuster » Mon, 06 Oct 2014, 11:43

Try rebooting into safe mode and provide us the Panda Cloud Cleaner logs
Go to start -- run, type %temp% and press OK
Locate the files random_name.pad and random_name.stats
If they are not there look for the files random_name.pad and random_name.stats in c:\windows\temp
Then post them here for us to have a look, you may need to compress them into a zip file as these extensions are not allowed in the forum
Regards,

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

Post by Carrot Cruncher » Mon, 06 Oct 2014, 12:52

I'm afraid I can't find any .pad or .stats files in any of the temp locations on the laptop. I believe I've now removed the software by deleting the files in the root direcory plus the autochk autorun entry from the registry.

I did try running Panda Cloud Cleaner - Portable but this simply crashed every time.

To date I've been using Panda SafeCD, can I ask what the difference is between this tool and Panda Cloud Cleaner?

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

Post by VirusBuster » Tue, 07 Oct 2014, 10:50

Weren't the files inside the Panda Cloud Cleaner folder in the root
What do you mean by "Remove whatever has been done so I can log into Windows normally again."?

Have you tried running the installable version instead?
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Re: Stuck at Windows login after running Panda Cloud Cleaner Rescue ISO

Post by Carrot Cruncher » Tue, 07 Oct 2014, 13:16

Sorry, I didn't check that folder before deleting it, I just checked the temp locations you mentioned.

I thought I'd try it again and this time I was able to get past the login screen for both the Administrator and Standard User account. I then ran C:\CloudCleaner\PCloudCleaner.exe manually, at which point the computer hung (completely unresponsive) and I had to force it off. This happens irrespective of the user I log in as. Upon rebooting I searched the whole computer but couldn't find any .pad or .stats files anywhere.

I'm not sure why it's not autostarting as it seemed to be before but the symptoms are the same, the computer hangs.

I don't want to use an installable version, which is why I'm testing the Rescue ISO or the Portable versions.

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

Post by VirusBuster » Wed, 08 Oct 2014, 14:02

Carrot Cruncher wrote:I then ran C:\CloudCleaner\PCloudCleaner.exe manually, at which point the computer hung (completely unresponsive) and I had to force it off.
Could you try with the latest version of the portable one? It has been updated
How to remove viruses with Panda Cloud Cleaner portable version
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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 » Wed, 08 Oct 2014, 19:01

Downloaded from the link provided. Still crashes after a few minutes of execution.

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

Post by VirusBuster » Thu, 09 Oct 2014, 12:10

In order to continue with the study of your incident, Panda Security needs to collect additional data from your computer.

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.
Regards,

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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 » Wed, 15 Oct 2014, 12:31

Have created a dump file as requested, please note the instructions are not entirely accurate for Windows 7.

Running Submit_FILES_To_FTP.exe fails during the dump compression step. Two questions:

1. Why does it need to run with Administrator authority?
2. It didn't like the fact that my forum Nickname has a space in it, so I had to enclose the name in quotes.

I have zipped the file up manually and uploaded it here:
https://drive.google.com/file/d/0B5B6-m ... sp=sharing

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

Post by VirusBuster » Mon, 20 Oct 2014, 13:49

According to the provided dump, you set the 64-bits debugger as the postmortem debugger, we will need the dump to be collected by the 32 bits debugger.
To do so follow these steps:
1. Open the MS-DOS Prompt window. To do this, go to Start -> Run, type cmd and click OK.
2. Go to the WinDBg installation directory.
To do this, type the commands below and press Enter after every command:

Code: Select all

cd\
cd “Program Files (x86)”
cd “Windows Kits”
cd 8.0
cd Debuggers
cd x86
WinDbg -I
Note: ‘I’ is capital ‘i’.

Replicate the problem again and provide us the new postmortem dump
Regards,

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