File Anti Virus Off

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tcsdi_support1
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File Anti Virus Off

Post by tcsdi_support1 » Thu, 09 Jan 2020, 03:07

Hi Support,

We encounter this error on EPP where the File Anti Virus on the computer keeps on turning off even if we turn it on several times. The server detected it as unprotected computer. See images below.

Image

Image

We reinstall the EPP to solve this problem but we want to know the cause of this error.

Looking forward to your response

Best Regards,
Christian

Darth Panda
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Re: File Anti Virus Off

Post by Darth Panda » Thu, 09 Jan 2020, 11:07

Hi tcsdi_support1,

Please check in the settings if the profile assigned to that computer, has the File antivirus protection activated.

Regards,
Technical support – Panda Security
www.pandasecurity.com

tcsdi_support1
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Re: File Anti Virus Off

Post by tcsdi_support1 » Fri, 10 Jan 2020, 07:45

I Darth,

When I check the settings, I found that the computer has a file antivirus protection policy and enabled on the client.

Looking forward to your reply.

Best regards,
Christian

Darth Panda
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Re: File Anti Virus Off

Post by Darth Panda » Fri, 10 Jan 2020, 09:11

Hi tcsdi_support1,

Can you send me in a PM the customer number and the name of that computer?

Thanks in advanc.

Regards,
Technical support – Panda Security
www.pandasecurity.com

tcsdi_support1
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Re: File Anti Virus Off

Post by tcsdi_support1 » Wed, 15 Jan 2020, 05:27

Hi Darth,

PM Sent.

Looking forward to your reply.

Best Regards,
TCSDI

tcsdi_support1
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Re: File Anti Virus Off

Post by tcsdi_support1 » Wed, 15 Jan 2020, 05:38

Hi Darth,

For you further investigation
Kindly get the logs here: https://wetransfer.com/downloads/c79ec4 ... 509/2e8b27

Best Regards,
TCSDI

tcsdi_support1
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Re: File Anti Virus Off

Post by tcsdi_support1 » Mon, 20 Jan 2020, 02:54

Hi Support,

Any update on the issue?

Regards,

Darth Panda
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Re: File Anti Virus Off

Post by Darth Panda » Tue, 21 Jan 2020, 10:29

Hi tcsdi_support1,

at least on of the settings files is damaged. May I suggest to uninstall the antivirus completely and install it again.

Please, follow the steps indicated in the article How to uninstall products based on Aether platform in Windows, Linux, macOS and Android.

To install the antivirus please follow the steps in the following article How to install the agent of products based on Aether Platform in Windows, Linux, MacOS and Android?

Regards,
Technical support – Panda Security
www.pandasecurity.com

tcsdi_support1
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Re: File Anti Virus Off

Post by tcsdi_support1 » Wed, 22 Jan 2020, 10:58

Hi Darth,

Thank you for your reply.

We often encounter this kind of issue, in order to fix the issue, we are always reinstalling panda that takes Hassle on our client-side.

How do we prevent these issues from happening?

Why the file is being corrupted or damaged, what is the cause?

Looking forward to your reply.

Best Regards,
Christian

Darth Panda
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Joined: Tue, 24 Oct 2017, 12:04

Re: File Anti Virus Off

Post by Darth Panda » Wed, 22 Jan 2020, 11:26

Hi tcsdi_support1,

In this case I just know that at least one file is damaged. I don't know in other cases, sorry. I cannot see why the filed got damaged either.

Regards,
Technical support – Panda Security
www.pandasecurity.com

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