[CLOSED] v18 of Panda Cloud can't scan CIG folder

Container for RESOLVED incidents, queries SOLVED by the experts, EXPIRED topics or those that have been CLOSED by the users.
Locked
Vilmalith
Registered user
Registered user
Posts: 6
Joined: Mon, 16 Jan 2017, 21:10

[CLOSED] v18 of Panda Cloud can't scan CIG folder

Post by Vilmalith »

I'm a Star Citizen supporter and own the game. The game folder is 60.9gb on disk with both the "live" and the "ptu" installed. Amount of files is 1,078 files in 263 folders. Panda Cloud gets to 3mil+ files scanned? in said folder and then either:
A - the scan window no longer updates and you can't interact with it
B - the AV window pops a message to force close it

For now I have the entire Star Citizen folder as an exclusion since it kills Panda Cloud.
User avatar
VirusBuster
Official moderator
Official moderator
Posts: 7595
Joined: Mon, 02 Apr 2012, 18:53
Location: Panda HQ - Bilbao

Re: v18 of Panda Cloud can't scan CIG folder

Post by VirusBuster »

Have you enabled the scan of compressed files for on-demand scans?
Regards,

Image
Jorge Torre
TechSupport Department - Panda Security

I don't reply to private messages unless I have previously requested them
Vilmalith
Registered user
Registered user
Posts: 6
Joined: Mon, 16 Jan 2017, 21:10

Re: v18 of Panda Cloud can't scan CIG folder

Post by Vilmalith »

Scan compressed files is off.
User avatar
VirusBuster
Official moderator
Official moderator
Posts: 7595
Joined: Mon, 02 Apr 2012, 18:53
Location: Panda HQ - Bilbao

Re: v18 of Panda Cloud can't scan CIG folder

Post by VirusBuster »

Have you tried defragmenting the disk and running scandisk in order to discard any disk errors?
Regards,

Image
Jorge Torre
TechSupport Department - Panda Security

I don't reply to private messages unless I have previously requested them
Vilmalith
Registered user
Registered user
Posts: 6
Joined: Mon, 16 Jan 2017, 21:10

Re: v18 of Panda Cloud can't scan CIG folder

Post by Vilmalith »

All of the machines in question have SSDs, and all of the SSDs are fine. I didn't mention this in the original post, all the machines are also Windows 10.
Vilmalith
Registered user
Registered user
Posts: 6
Joined: Mon, 16 Jan 2017, 21:10

Re: v18 of Panda Cloud can't scan CIG folder

Post by Vilmalith »

Okay, so it looks like it is scanning inside the PAK files in the game folder. So, three questions:
1. Does Panda Security think it's okay to exclude the PAK extension?
2. Are they looking into why Panda Cloud chokes on these files?
3. Are there any kind of logs I can get them that would be helpful if no one has access to Star Citizen to try this out in house?
User avatar
VirusBuster
Official moderator
Official moderator
Posts: 7595
Joined: Mon, 02 Apr 2012, 18:53
Location: Panda HQ - Bilbao

Re: v18 of Panda Cloud can't scan CIG folder

Post by VirusBuster »

What kind of scan are you performing? Full scan? Critical areas? only the folder where these files are stored?

Enable the advanced logs in the General settings - Warnings and reports section
You can select a folder to store the advanced logs to
Perform a new scan and provide us these logs when the scan crashes
Regards,

Image
Jorge Torre
TechSupport Department - Panda Security

I don't reply to private messages unless I have previously requested them
User avatar
VirusBuster
Official moderator
Official moderator
Posts: 7595
Joined: Mon, 02 Apr 2012, 18:53
Location: Panda HQ - Bilbao

Re: v18 of Panda Cloud can't scan CIG folder

Post by VirusBuster »

Topic closed due to lack of response
TOPIC CLOSED
Regards,

Image
Jorge Torre
TechSupport Department - Panda Security

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

Return to “Panda Free Antivirus - Archive Issues”