[SOLVED] [04122841] Panda Cloud Cleaner stopping midway

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yakoob11
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[SOLVED] [04122841] Panda Cloud Cleaner stopping midway

Post by yakoob11 » Sat, 07 Mar 2015, 08:51

Hello I am using the Panda Cloud Cleaner as admin but around 12% it stops working. It says panda cloud cleaner has stopped working. I recently gave remote access to my PC to scammers (I know very bad) and they might have put malware on my computer preventing cloud cleaner from doing its job. Help!!

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Mehrdad
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Re: Panda Cloud Cleaner stopping midway

Post by Mehrdad » Sat, 07 Mar 2015, 09:24

Hi there,
Please Scan your system in "Safemode With network" with Panda Cloud Cleaner
https://www.microsoft.com/resources/doc ... x?mfr=true
Regards,

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viper37
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Re: Panda Cloud Cleaner stopping midway

Post by viper37 » Tue, 10 Mar 2015, 02:06

Hi,

I have the same problem, but it also happens in Safe mode in my case.

The error message is:
"The unknown software exception (0xc0000409) occured in the application at location 0x7327bc7c."

The last 3 times I tried to run it it stopped at this file: DDOIProxy.dll.

Here is what I tried so far:
- regular Windows with everything closed.
- regular Windows with everything closed, "run as an administrator"
- regular Windows with everything closed, "run as an administrator", and advanced options: Kill all processes.
- safe mode Windows with everything closed, "run as an administrator"
- safe mode Windows with everything closed, "run as an administrator", and advanced options: Kill all processes.
Nothing worked, and the last one completely froze my system.
I also rebooted the system a couple of times, didn't work.

Searching for the error code on Google, it returned a problem with a corrupted registry. I ran Ccleaner, both disk and registry cleaner, than Panda Cloud Cleaner, but still not working in safe mode. I also ran System Mechanic registry cleaner, but still the same, not working.


I should add that I do not think I am infected on this office computer, but I wanted a second opinion. I'm paranoid about viruses since a nasty incident last year.
I also ran Panda Cloud Cleaner on my home computer wich was infected, also running Windows 8.1, and it worked perfectly. However, on this particular computer, it simply refuses to work.

OS: Windows 8.1 64bit, all updates installed
Regular (non UEFI) boot
Motherboard: Asus A88X-Plus, bios 2202
CPU: A8-6600k
Video card: Asus R7 250x (latest AMD drivers installed)
16gb RAM
149gb free on C (Windows) drive
Working internet connection (LAN)
Eset Smart Security with active firewall. (not activated in safe mode)


EDIT:
tried once more in safe mode after rebooting, got another file during the error, nss3.dll in Firefox directory, so probably not file related.

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Mehrdad
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Re: Panda Cloud Cleaner stopping midway

Post by Mehrdad » Tue, 10 Mar 2015, 08:41

@viper37 seems your critical files of your OS damaged, we suggest you repair your OS and after that try to scan your system.
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VirusBuster
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Re: Panda Cloud Cleaner stopping midway

Post by VirusBuster » Tue, 10 Mar 2015, 11:08

Which Panda Cloud Cleaner version are you using? You can check it in the version.ini file located in its installation folder
Regards,

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viper37
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Re: Panda Cloud Cleaner stopping midway

Post by viper37 » Tue, 10 Mar 2015, 19:48

VirusBuster wrote:Which Panda Cloud Cleaner version are you using? You can check it in the version.ini file located in its installation folder
I just downloaded it yesterday from your site:

Here is the info:
[SIG]
LastVersionDate=22/07/2013
LastVersionTime=22:18:01
Url=http://acs.pandasoftware.com/nemesis/pa ... emesis.zip
[Software]
LastVersion=1.0.107




I'll see about repairing Windows 8.1 tonight.

Thank you.

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Re: Panda Cloud Cleaner stopping midway

Post by viper37 » Tue, 10 Mar 2015, 22:58

Mehrdad wrote:@viper37 seems your critical files of your OS damaged, we suggest you repair your OS and after that try to scan your system.
Ok, I checked and it's not an option. "Refresh your PC" in Windows 8.1 says it will deletes all my installed software, and I can't do that for now. Not only will it take too much time to reinstall everything, but I'll lose some critical ones I can not reinstall, unless I repay for them.

If you have any other suggestions, I'm all hears :)

Otherwise, I'll leave it be for now and reinstall Windows later this year (I have to reinstall it in UEFI anyway, just not now).

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Re: Panda Cloud Cleaner stopping midway

Post by VirusBuster » Wed, 11 Mar 2015, 14:07

Could you try collecting a postmortem dump?

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.
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Jorge Torre
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viper37
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Re: Panda Cloud Cleaner stopping midway

Post by viper37 » Wed, 11 Mar 2015, 19:12

Thank you for the help.

Ok, it's done, the file should be uploaded now, I got the message saying it was completed.

I would also suggest maybe two small modifications to your guide, since I ran into a little trouble, I suspect other users may be confused too :)


2. [...]
cd "Program files (x86)" if you are on a 64bit system
[...]
cd x86 (even if you have a 64bit system as the application is 32bit)

that last one gave me trouble, took me a little while to understand why it was insisting on launching Visual Studio Express instead of Windbg.

Again, thank you very much :)

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Re: Panda Cloud Cleaner stopping midway

Post by Harybald » Thu, 12 Mar 2015, 07:26

I recently gave remote access to my PC to scammers (I know very bad) and they might have put malware on my computer preventing cloud cleaner from doing its job. Help!!




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