AntiVrus in Panda Dome keeps getting disabled

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thefly
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AntiVrus in Panda Dome keeps getting disabled

Post by thefly » Thu, 09 May 2019, 05:05

Since Version 18.07 and including the latest 18.07.03 the AntiVirus component of Panda Dome keeps getting disabled. While there has been less of it since Version 18.07.03 it is less frequent, it used to happen 3 times in a week but only happened once in a week with Version 18.07.03. This is not just on one system but three PC's in my house. They all have Windows 10 Pro Version 1803 Build 17134.706.
Two of them also have Comodo Firewall 11.0.0.6744, the other has Comodo Firewall 12.0.0.6818.
Before this I had no problem at all.
I may go back to the previous Version 18.05. That never had this problem.
The Fly.

Darth Panda
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Re: AntiVrus in Panda Dome keeps getting disabled

Post by Darth Panda » Thu, 09 May 2019, 09:41

Hi,

Could you please uninstall Comodo Firewall Software and test if the issue will solve it or persist?

It's only a test to verify if the issue is relate with Comodo.

Regards

Darth Panda
Technical support – Panda Security
www.pandasecurity.com

thefly
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Re: AntiVrus in Panda Dome keeps getting disabled

Post by thefly » Fri, 10 May 2019, 04:03

Hi Dath Panda,
I'll try it but I cannot see how it can be as this happens once a week erratically. There doesn't seem to be any p[articular trigger. I just look at the tray and find the Panda Dome icon has a red asterisk on it. I would have thought it protects its components from being disabled except internally.
The Fly.

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Re: AntiVrus in Panda Dome keeps getting disabled

Post by Darth Panda » Fri, 10 May 2019, 09:57

Hi,

It would be interesting to check the Panda's services status when the problem is still present.

Press Windows +R write services.msc --> OK.

In the new window, search Panda Services and check if the services are running correctly..

Regards

Panda
Technical support – Panda Security
www.pandasecurity.com

thefly
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Re: AntiVrus in Panda Dome keeps getting disabled

Post by thefly » Sat, 11 May 2019, 03:18

After a week of no problem in less than 24 hours the Antivirus has been disabled again.
I followed your instructions
"Panda Devices Agent" is "Running" set to "Automatic"
"Panda Product Service" is "Running" set to "Automatic"
"Panda Protection Service" is "Stopped" set to "Automatic"
"Panda VPN Service" is "Stopped" set to "Manual"

Further I found this entry in the Event Log

Level Date and Time Source Event ID Task Category
Error 10/05/2019 4:53:41 PM Application Error 1000 (100) "Faulting application name: PSANHost.exe, version: 18.7.1.0, time stamp: 0x5c7d350a
Faulting module name: PSENKrnl.dll, version: 4.0.6.0, time stamp: 0x5c18e16d
Exception code: 0xc0000005
Fault offset: 0x0000d92a
Faulting process id: 0x317c
Faulting application start time: 0x01d506f4b1ada02d
Faulting application path: C:\Program Files (x86)\Panda Security\Panda Security Protection\PSANHost.exe
Faulting module path: C:\Program Files (x86)\Panda Security\Panda Security Protection\PSENKrnl.dll
Report Id: 3e4b4c2b-82a8-4955-9598-86336e37478e
Faulting package full name:
Faulting package-relative application ID: "



Cheers
The Fly.

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Re: AntiVrus in Panda Dome keeps getting disabled

Post by Darth Panda » Mon, 13 May 2019, 10:30

Hi thefly,

Can you send me in a PM your customer number please?

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

thefly
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Re: AntiVrus in Panda Dome keeps getting disabled

Post by thefly » Mon, 13 May 2019, 13:10

I only have free Version not the Pro Version.
Do I have a Customer number?

Darth Panda
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Re: AntiVrus in Panda Dome keeps getting disabled

Post by Darth Panda » Mon, 13 May 2019, 13:24

Hi thefly,

I'm so sorry but I cannot report any issue with the free antivirus version as this version has not got technical support.

May a I suggest to update the system.

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

thefly
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Re: AntiVrus in Panda Dome keeps getting disabled

Post by thefly » Tue, 14 May 2019, 03:15

Sorry I do not understand what you mean by update my system.

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Re: AntiVrus in Panda Dome keeps getting disabled

Post by Darth Panda » Tue, 14 May 2019, 11:56

Hi thefly,

Make sure you don't have any windows update pending in the computer or in the drivers.

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

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