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

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acorne6184
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Re: Problems with PSANHost.exe consistently stopping partway through scan using Panda AV Pro

Post by acorne6184 » Mon, 02 Jan 2017, 07:48

Final test: After 2nd reboot, ran a Custom Scan on the third and last folder containing archived backup sets on an external drive connected to my laptop via USB. After 383,093 files were scanned in this third folder (43%), a dump file was generated before the scan completed (the dump was saved as 17-01-01_panda.dmp).

The dump file uploaded to Dropbox in the following folder: https://www.dropbox.com/sh/0uqkt427ccsb ... 7-Q7a?dl=0

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

Post by VirusBuster » Mon, 02 Jan 2017, 14:16

Follow these steps:
1.- Download and extract the attached COM+.zip (password panda)
2.- Import the extracted regs by double clicking them and accepting the message to allow the registry import
3.- Reboot the machine
Attachments
COM+.zip
(3.84 KiB) Downloaded 194 times
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acorne6184
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Re: Problems with PSANHost.exe consistently stopping partway through scan using Panda AV Pro

Post by acorne6184 » Tue, 03 Jan 2017, 05:49

Attempted to import all .reg files. Here are the results:

1) Made a full backup of the registry.

2) Attempted to import the registry files, but received the following error when attempting to import the first two:

"Cannot import [registry_key].reg: Not all data was successfully written to the registry. Some keys are open by the system or other processes."

3) Manually stopped Panda Antivirus by clicking "Stop Antivirus" from Taskbar icon.

4) Attempted to import the first registry file again. Received the same error.

5) Rebooted in Safe Mode. Attempted to import registry files again, but I received the same error (the attached screenshot "17-01-02 Reg Import Error Safe Mode.jpg" was on {00020403-0000-0000-C000-000000000046}.reg, but I saw something similar on the other registry files listed below as unsuccessful registry imports).
17-01-02 Reg Import Error Safe Mode.jpg
17-01-02 Reg Import Error Safe Mode
17-01-02 Reg Import Error Safe Mode.jpg (17.85 KiB) Viewed 8223 times
6) Results of Final registry import attempt in Safe Mode (only 2 were successful):

{00020400-0000-0000-C000-000000000046}.reg: Unsuccessful
{00020401-0000-0000-C000-000000000046}.reg: Unsuccessful
{00020402-0000-0000-C000-000000000046}.reg: Unsuccessful
{00020403-0000-0000-C000-000000000046}.reg: Unsuccessful
{00020404-0000-0000-C000-000000000046}.reg: Unsuccessful
{00020405-0000-0000-C000-000000000046}.reg: Successful
{00020406-0000-0000-C000-000000000046}.reg: Successful
{00020411-0000-0000-C000-000000000046}.reg: Unsuccessful
{00020412-0000-0000-C000-000000000046}.reg: Unsuccessful

7) Rebooted machine.

8) Manually enabled Panda Antivirus by clicking "Start Antivirus" from Taskbar icon.

9) Ran Custom Scan on one of the two folders on which I have been unable to successfully complete a scan. Panda AV dialog box shows that scan completed successfully after 305,003 files scanned (see "17-02-02 Dialog Box Screenshot.jpg"). However dump file was generated (17-01-02_panda.dmp uploaded to https://www.dropbox.com/sh/0uqkt427ccsb ... 7-Q7a?dl=0), and the Event Report did not indicate that the latest scan had completed. Apparently, importing only two of the nine .reg files didn't resolve the problem.

Next steps? Should each of the seven .reg files that I couldn't import just be manually deleted from the registry, then imported after a reboot?

Added latest dump file (17-01-02_panda.dmp) to Panda Link mentioned in previous post. All previous dump files have been zipped on Dropbox site to save space.
Attachments
17-02-02 Dialog Box Screenshot.jpg
17-02-02 Dialog Box Screenshot
17-02-02 Dialog Box Screenshot.jpg (22.63 KiB) Viewed 8223 times

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

Post by VirusBuster » Wed, 04 Jan 2017, 17:00

About the regs, it falied importing some of them because they already existed and you lack permissions over them
However {00020405-0000-0000-C000-000000000046} and {00020406-0000-0000-C000-000000000046} were missing
It is not needed to add the regs for the ones that failed

About the crashes scanning, we need to know if you have enabled the scan of compressed files for the on-demand scans
Reading back I realize that the PSInfo never finished. Perhaps you can try collecting the old PSInfo instead: http://support.pandasecurity.com/forum/ ... ?f=25&t=14
According to some screenshots you are using Windows Vista, do you ave the Service Pack 2 installed?
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 scan and provide us also these logs when PSANHost crashes
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Re: Problems with PSANHost.exe consistently stopping partway through scan using Panda AV Pro

Post by acorne6184 » Thu, 05 Jan 2017, 08:57

SP2 for Windows Vista is installed on my machine.

Scan compressed files is set to "On" for On-Demand Scans (it is turned "Off" for Permanent protection). The files in the backup set folder I cannot successfully scan are .zip files, so it needs to be set to "On", at least for On-demand scans.

Ran PSInfo Version 2. File 1601041126-667752015.psz has been uploaded to Dropbox file https://www.dropbox.com/sh/0uqkt427ccsb ... 7-Q7a?dl=0.

305,003 files scanned; at 36%, the Panda dialog box "Unexpected Error. Error Code 1" appeared, followed by the "Scan Competed" dialog box with "No Threats Detected" (see Screenshot 17-01-04_Screenshot.jpg below). Dump was generated; The dump file was uploaded to the same Dropbox folder above as "17-01-04_panda.dmp".

Before beginning this scan, I turned the advanced log on under Warnings and Reports in the Panda AV settings. The .csv files (post-scanning & dump) have been added to the same Dropbox file mentioned above as zipped file "CloudAV.zip".

Let me know if you have any problems accessing any of these files from the Dropbox folder.
Attachments
17-01-04_Screenshot.jpg
17-01-04_Screenshot
17-01-04_Screenshot.jpg (30.11 KiB) Viewed 7933 times

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

Post by VirusBuster » Tue, 10 Jan 2017, 10:53

We will also need a PsErrorTrace
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Re: Problems with PSANHost.exe consistently stopping partway through scan using Panda AV Pro

Post by acorne6184 » Wed, 11 Jan 2017, 07:21

Results of most recent Custom Scan with pserrortrace running:

1) Ran Custom Scan on single folder containing backup set on an external drive connected via USB.
2) Waited almost 5 hours.

Results:
1) After scanning the single folder for almost 5 hours, the first dialog box shows that 305,003 files were scanned (36%). Dump was created.
2) Attempted to save minidump using the command ".dump /ma c:\Panda\17-01-10_Panda.dmp". Received the following error in WinDebug:

Creating C:\Panda\17-01-10_Panda.dmp - mini-user.dump
WriteFullMemory.Memory.Read(0x1090000, 0x10000) failed 0x08007012B, ABORT.
Dump creation failed, Win32 error 0n299
"Only part of a ReadProcessMemory or WriteProcessMemory request was completed."

Tried 2 times, with the same message. No dump file was created in the "C:\Panda" file.

At some point, Panda AV was somehow disabled (not sure if this was picked up in the attached pserrortrace files). Successfully re-started it from the Toolbar icon.

Zipped pserrortrace data collection could not be attached to this post. It has been uploaded to the Dropbox file mentioned in previous posts as 17-01-10_Pserrortrace.zip.

Also, is there any reason to keep the previous dump, Panda log, and .psz files on the Dropbox site? If not, I'll remove them.

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

Post by VirusBuster » Wed, 11 Jan 2017, 17:32

Ok, we have created the case 04466702 for this issue and are studying the data
acorne6184 wrote:Also, is there any reason to keep the previous dump, Panda log, and .psz files on the Dropbox site? If not, I'll remove them.
You can delete them
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Re: [04466702] Problems with PSANHost.exe stopping partway through scan using Panda AV Pro

Post by PandaSupport1 » Mon, 16 Jan 2017, 16:25

Hi,

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 17:00 pm in the afternoon in local Spanish time (CET/GMT+1) and Fridays from 8:30 am in the morning to 13:00 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.
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acorne6184
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Re: [04466702] Problems with PSANHost.exe stopping partway through scan using Panda AV Pro

Post by acorne6184 » Tue, 17 Jan 2017, 04:10

Thank you very much for this offer--I'd like to take you up on it and arrange a day and time to establish a remote session. However, at this point I would like to take the rest of this correspondence offline from the public forum until such a time as a solution to this issue can be determined (until then, any subsequent back-and-forth would not benefit the greater Panda user forum community).

If you do not have my e-mail address from my customer account details, please let me know the best way to supply this information to you.

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