[04466702] Problems with PSANHost.exe stopping partway through scan using Panda AV Pro

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acorne6184
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[04466702] Problems with PSANHost.exe stopping partway through scan using Panda AV Pro

Post by acorne6184 » Fri, 16 Dec 2016, 09:33

I have Panda AV Pro 2016 version 16.1.3 installed on a Toshiba Satellite A305 laptop running Windows Vista 32-bit SP2 with 3 GB of DDR memory @ 399 MHz and Intel Mobile Core 2 Duo T6400 CPUs @ 2 GHz. Running a full AV scan inevitably generates a Panda AV error dialog box (sorry-I wasn't able to take a screenshot of the error dialog box that popped up before running the SDK for Windows 8). After closing the error dialog box, the scan shows as completed, but the Panda Event Report indicates that the scan was started, and never finished.

When I view the Problem History from Windows Problem Reports & Solutions, I see an entry similar to the one below indicating that the "Application Host Service Stopped Working" at or around the same time that the Panda error dialog box was generated:

Product
Application Host Service

Problem
Stopped working

Date
12/15/2016 12:58 PM

Status
Report Sent

Problem signature
Problem Event Name: APPCRASH
Application Name: PSANHost.exe
Application Version: 4.0.0.786
Application Timestamp: 5728543d
Fault Module Name: StackHash_4286
Fault Module Version: 6.0.6002.19623
Fault Module Timestamp: 56ec3707
Exception Code: c0000374
Exception Offset: 000b13ac
OS Version: 6.0.6002.2.2.0.768.3
Locale ID: 1033
Additional Information 1: 4286
Additional Information 2: b342ebdf44f4f311a58164059e92f2e8
Additional Information 3: 5953
Additional Information 4: ea4e7b1e790779ae45bbf116f2308e37

Extra information about the problem
Bucket ID: 1085065844

I have been able to run a Custom Scan, and have found the error is consistently reproducible when scanning two folders containing archived backup sets on an external drive connected to my laptop via USB. I am scanning each folder individually (not together) using the Custom Scan, and the Panda error dialog box and the "Application Host Service Stopped Working" problem report usually occurs after 5+ hours of running this scan. I have been able to successfully scan the rest of the folders on all my drives without generating either the Panda error or the "Application Host Service Stopped Working" problem report (in these cases, the Panda Event Report indicates that the scan finished).

After looking through your forum, I have downloaded, installed, and configured the SDK from http://msdn.microsoft.com/windows/hardware/hh852363, as well as the Panda executable Submit_FILES_To_FTP.exe to upload the dump. I have also created a directory where the .dmp file was written. I believe I successfully reproduced the issue; the scan only got as far as 36% before the dump was generated and the scan subsequently stopped (showing as completed in the scan dialog box, but with no record of a Finished status in the Panda Event Report). But after installing the SDK, no problem report or Panda error was generated after the AV scan, as it usually does when these errors/problem reports occur. I'm assuming that not seeing these errors/problem reports is normal after establishing WinDBg as the default debugger, and that I'm not now seeing a different issue?

I have the dump file ready to upload; please let me know if anything specific needs to be done on my end before running Submit_FILES_To_FTP.exe to upload the dump file to you to determine the cause of these errors. The file is only 257 MB--would it be possible to just attach the file as part of this forum post?

Thanks!

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Re: Problems with PSANHost.exe consistently stopping partway through scan using Panda AV Pro

Post by VirusBuster » Fri, 16 Dec 2016, 11:02

We have a new product version (17.0.1) that may correct the issue
You can download this version from here
Uninstall version 16.1.3 from the control panel and reboot when requested
Install the new 17.0.1 version downloaded from the link above and activate it with your 2016 code
Regards,

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Re: Problems with PSANHost.exe consistently stopping partway through scan using Panda AV Pro

Post by acorne6184 » Mon, 19 Dec 2016, 20:22

Thanks for the link. I uninstalled Panda 16.1.3 and Panda Safe Web, rebooted, and successfully installed Panda 17.0.1 and Panda Safe Web. I'm running tests on both full and custom scans now, and will post the results this week.
Last edited by acorne6184 on Thu, 22 Dec 2016, 23:13, edited 1 time in total.

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Re: Problems with PSANHost.exe consistently stopping partway through scan using Panda AV Pro

Post by acorne6184 » Thu, 22 Dec 2016, 12:42

I've attempted to run several scans over the last several days. Here are the results:

Scan 1 (12/16/16, started 9:58 PM PT): Custom scan on single folder on which I could successfully reproduce the problem with Panda AV Pro 16.1.3. Scan completed successfully, with no dump file generated. But only 6,000 or so files were scanned (I believe there are many more files in the folder that I scanned).

Scan 2: Full scan #1 (12/16/16, started 10:04 PM PT). Again, scan completed successfully, with no dump file generated, but only 6,000 or so files were scanned. The Panda Event Log does not show that scan had finished.

Scan 3 (12/16/2016, 10:16 PM PT): Custom scan, where I selected all drives. After more than 24 hours, scan completed successfully. However, the Panda Event Log only shows the C:\ drive was successfully scanned?

Scan 4: Full scan #2 (12/18/2016, started 10:58 AM). After almost 11 hours, a dump file was generated. However, it was unclear whether this was caused by the laptop going to sleep overnight. A 374 MB dump file available for upload if this method of reproducing the issue was valid.

Scan 5: Full scan #3 (12/19/16, started 10:06 AM PT). After 24 hours, scan showed as completing successfully on 3,615,594 files, with no dump file generated. However, the Event Log showed that the scan started, but never finished--even though the Panda dialog box showed the scan having Completed by that time (see screenshot "16-12-20 Panda Screenshot.jpg").

Scan 6: Full scan #4, after reboot (12/21/16). After 24 hours of scanning, the dump file was generated after only 3,579,784 files had been scanned (80% complete). Note that the difference in files scanned between Full scan #3 in Scan 5 (which showed as Completed after a full scan) and Full scan #4 in this scan was 35,810, or less than 1% of Full Scan #3, which supposedly scanned ALL files. I would have thought that Full scan #4 would show the progress as closer to 79-80%, if Full scan #3 were accurate?

A 352 MB .dmp file has been generated from the results of Scan 6, but not yet uploaded to your FTP server using your Submit_FILES_To_FTP.exe (I've tried to attach to this post, but was unsuccessful).

After 6 full days and 6 separate attempts using different scan configurations, only 2 scans showed as Finished in the Panda Event Log. I have yet to perform a successful scan on all drives using Panda AV Pro 17.0.1 where the results have been positively verified in the Panda Event Log.

Next steps?
Attachments
16-12-20 Panda Screenshot.jpg
16-12-20 Panda Screenshot
16-12-20 Panda Screenshot.jpg (257.46 KiB) Viewed 40765 times

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Re: Problems with PSANHost.exe consistently stopping partway through scan using Panda AV Pro

Post by acorne6184 » Tue, 27 Dec 2016, 06:23

Another full AV scan attempt on 12/23/16-12/24/16 was unsuccessful per the Panda Event Log. The scan Started on 12/23/16 at at 7:21 PM, but never indicated that it Finished--even though the Panda dialog box indicated that the scan completed with "No Threats Detected" (however, only 3,544,088 files were scanned vs. the 3,615,594 files scanned in the previous Full Scan with the same "No Threats Detected" results).

I have uploaded the following dump files via the Submit_FILES_To_FTP.exe, using the nickname acorne6184:

panda.dmp (captured 12/15/16)
16-12-19_panda.dmp (captured 12/19/16 for Scan 4, Full scan #2 mentioned in previous post)
16-12-22_panda.dmp (captured 12/22/16 for Scan 6, Full scan #4 mentioned in previous post)
16-12-24panda.dmp (captured 12/24/16, most recent full scan mentioned in this post)

Please advise next steps.

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Re: Problems with PSANHost.exe consistently stopping partway through scan using Panda AV Pro

Post by VirusBuster » Tue, 27 Dec 2016, 09:42

I'm afraid that the upload was corrupt as its size is only 16KB :(
Can you upload it to any online storage server such as MediaFire, MEGA, WeTransfer, Dropbox... and provide us the download link?
Additionally we will also need a PSInfo to be collected
Regards,

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Re: Problems with PSANHost.exe consistently stopping partway through scan using Panda AV Pro

Post by acorne6184 » Tue, 27 Dec 2016, 23:10

All dump files mentioned above have been uploaded to Dropbox:

https://www.dropbox.com/sh/0uqkt427ccsb ... 7-Q7a?dl=0

Please let me know if there are any troubles downloading.

I added two other dump files that were generated today. The first (16-12-27_panda.dmp) was after another full scan attempt (3,580,114 files scanned--only 82%). The second (16-12-27a_panda.dmp) was generated when attempting to log into the Panda website to access my account.

PSInfo is still collecting data. Will post that data to this thread once it's finished.

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Re: Problems with PSANHost.exe consistently stopping partway through scan using Panda AV Pro

Post by Colobot » Wed, 28 Dec 2016, 10:14

I have the same trouble what about 1 week ago. The msvcr100.dll regularly stop PSANHost.exe. I try reinstall Panda antivirus Pro and cannot do it.

from Windows log
Имя сбойного приложения: PSANHost.exe, версия: 4.0.0.785, отметка времени: 0x56234e77
Имя сбойного модуля: MSVCR100.dll, версия: 10.0.30319.1, отметка времени 0x4ba1dbbe
Код исключения: 0xc0000005
Смещение ошибки: 0x00001ed7
Идентификатор сбойного процесса: 0x4d70
Время запуска сбойного приложения: 0x01d25c2a74021ab8
Путь сбойного приложения: C:\Program Files (x86)\Panda Security\Panda Security Protection\PSANHost.exe
Путь сбойного модуля: C:\Program Files (x86)\Panda Security\Panda Security Protection\MSVCR100.dll
Код отчета: fade4278-c81d-11e6-ad57-00301bbcae07

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Re: Problems with PSANHost.exe consistently stopping partway through scan using Panda AV Pro

Post by acorne6184 » Wed, 28 Dec 2016, 20:59

I've attempted to run PSInfo.exe two separate times in almost 24 hours, but it never completes--just hangs at "Collecting data...". The second attempt (after rebooting) ran overnight; a little over 12 hours.

Are there any logs/additional dialog boxes for PSInfo.exe that I may be overlooking that could tell me (or you) why it isn't completing its data collection?

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Re: Problems with PSANHost.exe consistently stopping partway through scan using Panda AV Pro

Post by acorne6184 » Sat, 31 Dec 2016, 13:08

Additional testing results over the last few days using Panda AV Pro 17.0.1:

1) Ran Custom Scan on all folders on all drives, with the exception of the two folders mentioned in my original post. After 26-1/2 hours, the Custom Scan on 4,167,709 files completed successfully.

PSInfo.exe has been "Collecting Data..." after running for over 2 full days. No message indicating it has completed, no results in the target folder. Rebooted machine after Custom AV scan completed, which cancelled PSInfo.exe

2) After reboot, ran a scan on two folders containing archived backup sets on an external drive connected to my laptop via USB (mentioned in my original post).

- Scan 1, Backup Folder 1: Completed successful scan on 74,000+ files after an hour and a half.
- Scan 2, Backup Folder 2: After 305,000 files scanned, a dump file was generated (16-12-31_panda.dmp).

Dump file 16-12-31_panda.dmp uploaded to Dropbox in the following folder: https://www.dropbox.com/sh/0uqkt427ccsb ... 7-Q7a?dl=0

By the way, I noticed that this topic has been viewed more than 2,500 times since I originally posted it only 2 weeks ago (the most-viewed topic to date in your current "Consumer - Issues" forum, the the 7th most-viewed topic to date in your "Consumer Products" category overall-Open OR Archived Issues). Either:

a ) Panda Security is devoting dozens of R&D, QA, and/or support/escalation resources to looking at the details of this problem in the post,

b) a few Panda AV users are VERY interested in the latest updates on this issue, and keep checking back on this topic constantly, or

c) there are quite a few of your Panda AV Pro users experiencing a similar problem, and are looking to this topic for a possible solution.

I know which of these three possibilities I'm putting MY money on ;) .

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