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Thread: Antivirus/antispyware scan keeps freezing

  1. #1
    little_jo Guest

    Default Antivirus/antispyware scan keeps freezing

    My desktop computer tried to do an anti-virus/anti-spyware scan last night and it froze before completion.
    The only way to stop it was to restart the computer.
    I have clean installed ZoneAlarm Security Suite, I have tried going back to the previous release and that hasn't worked either.
    I am getting very fed up.
    I was using the latest release of v8 (ending in 298), but the earlier release freezes up too.
    I am now left with non-functioning protection and I'm less than happy, I did put in a support ticket, but that hasn't been answered either even though I'm stuck without a functional installation of ZoneAlarm.
    Now what do I do?
    I'm really stuck and we need our computer to be secure.
    Kind regards
    Jo

    Operating System:Windows XP Pro
    Software Version:8.0
    Product Name:ZoneAlarm Internet Security Suite

  2. #2
    Join Date
    Nov 2004
    Location
    localhost
    Posts
    17,285

    Default Re: Antivirus/antispyware scan keeps freezing

    Hi!not sure what you mean by clean uninstall but if you have not done so, please follow closely ALL the steps below described.Once finished, try again to scan, if it freeze than boot in SAFE MODE with NETWORKING, Run ZA manually and scan again. Does it freeze? If not, you have something in normal mode that block the correct functioning of ZA.First remove ZAfrom add/remove programs then:01.) Restart your computer
    02.) When you see the screen go black and it starts booting back up keep
    tapping the "F8" key (at the top of your keyboard)
    03.) This should bring up a menu. Choose Safe Mode off the menu by
    using the arrow keys on the keyboard to highlight Safe Mode and press
    Enter
    04.) If you get a message asking to go to Safe Mode, choose Yes. If you
    get a help and support window, close this.
    05.) Once you are at the desktop, Click Start, My Computer
    06.) Click Tools, Folder Options, View Tab
    07.) Place a dot next to "Show Hidden Files and Folders"
    08.) Remove the check from "Hide Protected Operating System Files
    (Recommended)"
    09.) Choose Yes to the warning
    10.) Click OK
    11.) Double click C:

    Note: In the future steps if you do not see any files or folders, please click
    the "Show Files" link to view them.

    12.) Double Click the Program Files Folder
    13.) Right Click the Zone Labs Folder, click Delete, and choose Yes

    NOTE: If you cannot delete the entire folder, please open the Zone Labs -
    > ZoneAlarm folder and delete out as many of the files listed here as
    possible.

    14.) Close this window
    15.) Click Start, My Computer
    16.) Double Click the C:
    17.) Double Click the Windows Folder (It may also be WinNT)
    18.) Right Click the Internet Logs Folder, click Delete, and choose Yes
    19.) Double Click the System32 Folder
    20.) Right Click the Zone Labs Folder, click Delete, and choose Yes

    NOTE: If you cannot delete the entire folder, please open the Zone Labs
    folder and delete out as many of the files listed here as possible.

    21.) Locate and delete the following files in the System32 folder if they are
    present:

    - vsconfig.xml
    - vsxml.dll
    - vsregexp.dll
    - vsdata.dll
    - vsdata95.vxd
    - vsdatant.sys
    - vsmonapi.dll
    - vspubapi.dll
    - vsinit.dll
    - vsutil.dll
    - vswmi.dll
    - zlcommdb.dll
    - zlcomm.dll
    - z llictbl.dat
    - zpeng24.dll

    22.) Clear your Temp Directory per the instructions below.

    - Go to Start -> Run
    - Type %temp% and click OK
    - Select all of these files and delete them

    23.) Clear the Prefetch folder per the instructions below.

    - Go to Start -> Run
    - Type Prefetch and click OK
    - Select all of these files and delete them

    24.) Remove the following registry entries by going to Start -> Run and
    typing in regedit. Use the folders on the left side of the window to navigate
    to the specified directories.

    HKEY_LOCAL_MACHINE\Software\Zone Labs
    HKEY_LOCAL_MACHINE\System\CurrentControlSet\Servic es\vsmon
    HKEY_LOCAL_MACHINE\System\CurrentControlSet\Servic es\vsdatant

    *Important Advisory: Deleting registry entries incorrectly may cause
    serious problems to your operating system, which may necessitate the
    need to reinstall it. Please make sure you are able to perform these
    deletions correctly before you decide to edit the entries. If you are not
    sure, you should seek help from someone who is familiar with editing the
    registry.

    For information about how to edit the registry in Windows, from your
    desktop, click Start >> Run >> and type regedit. Click on Help >> Help
    Topics. Under the Contents tab, click Change Keys and Values (this may
    be found under the How to... section).

    Also, you should always make a backup of the registry before editing it.
    You can find this in the same section of the Help files.

    25.) Close this window, then empty your recycle bin.
    26.) Restart the computer.
    27.) Check the system for malware. Check with MBAM and SuperAntispyware. See links here:http://forum.zonelabs.org/zonelabs/b...essage.id=378728.) ZA does not play nice with many other security tools. They may block its correct functioning including updates. For example, spyware doctor, spysweeper, trojan hunter, win patrol, PCtools Threat Fire, Mcafee, Norton, Symantec, Adaware, SpybotS&D, WinPatrol, AVG, NOD, Kaspersky and manyothers. If you want to troubleshoot issues with ZA please remove these tools (not enough to disable) and install back (if you really need) only after you see your ZASS is working as it should.29. Clean your system and registry with ccleaner.comhttp://www.ccleaner.com/download/builds/downloadbinslim30. Re-download the ZA installerwww.zonealarm.com/zasuitedownload/ 31. Install with default settings do NOT alter them. After re-boot go to ZA antivirus/antispyware and 'Update Now' and do not restore any previous ZA settings.Cheers,Fax

    Click here for ZA Support
    Monday-Saturday 6am to 10pm Central time
    Closed Sundays and Holidays

  3. #3
    little_jo Guest

    Default Re: Antivirus/antispyware scan keeps freezing

    Hi
    I did what I was told to do by a ZA tech support person some time ago - go to the uninstall option in the start menu, right click, and add [space]/clean to the end of the command.
    That was supposed to tell the uninstall program
    do a clean uninstall.
    I have a bios conflict with my graphics card and cannot easily go into safe mode as I don't see anything on my monitor in VGA mode- just an 'input not supported' message.
    I'm not happy editing the registry either.
    The last time I had a similar problem with virus scans, I had to wait for a new release of ZoneAlarm and use another AV product in the meantime.
    It's a real pain.
    My laptop is working fine using the latest release and seemed to do its virus/antispyware scan without drama.
    Is there a way to do what you've listed without safe mode?
    Jo


  4. #4
    Join Date
    Nov 2004
    Location
    localhost
    Posts
    17,285

    Default Re: Antivirus/antispyware scan keeps freezing


    <BLOCKQUOTE><HR>Little-Jo wrote:
    Is there a way to do what you've listed without safe mode?<HR></BLOCKQUOTE>Most of all it is important to boot in SAFE MODE with NETWORKING to check if the antivirus scanwill workcorrectly.You problem may be related to malware or other programs that locks files and ZA but without SAFE MODEit will not be possible to check.You can try to run the ZA removal tool (below link)http://download.zonealarm.com/bin/fr...cpes_clean.exe...and reinstall, but this will still not solve your problem of not been able to scan for viruses in SAFE MODE with NETWORKING.Cheers,Fax

    Click here for ZA Support
    Monday-Saturday 6am to 10pm Central time
    Closed Sundays and Holidays

  5. #5
    little_jo Guest

    Default Re: Antivirus/antispyware scan keeps freezing

    Still no joy..............I uninstalled using the removal tool, reinstalled
    v8.298 and the scan freezes on the following file, Win32.Trojan.Zlob2.Gen.179.
    I am really stuck now and well out of my comfort zone.
    Am I right in thinking that I'm not fully protected with things are like this?
    These problems seem to be common when we get
    a new version.
    I may have no option but to move to a different program, even though I've just renewed my 3-computer licence for ZoneAlarm in the last ten days.

    Jo

  6. #6
    bobsza Guest

    Default Re: Antivirus/antispyware scan keeps freezing

    I'm having the same problem. I thought I had fixed it by going back a version. I completed a scan with the default settings but froze on exactly the same file when I did a Deep Scan. I do have the latest version of AdAwar installed. I will try removing that and see if that is any help. By any chance do you have AdAware installed?
    I'm experiencing this problem on two computers that arn't linked together so I will be surprised if it is malware causing it. Seems like a few others are having the same issue.
    To the ZA Gru's, any possibility this is a problem with the current definitions? It seemed to just start happening a couple of days ago. Thanks for any help you can provide.

  7. #7
    rawebb Guest

    Default Re: Antivirus/antispyware scan keeps freezing

    <blockquote><hr>BobsZA wrote:
    I'm experiencing this problem on two computers that arn't linked together so I will be surprised if it is malware causing it. Seems like a few others are having the same issue.
    <hr></blockquote>

    [Raises hand]

    Although the two computers here are (occasionally) up together on a local NAT LAN, both are fully patched (XP and ZA) and both are squirrelly WRT antivirus.

    ::sigh::

    On the good side, I managed to spell &quot;squirrelly&quot; right the first time ...

  8. #8
    Join Date
    Nov 2004
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    Posts
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    Default Re: Antivirus/antispyware scan keeps freezing

    Hi!please do not hijack other user thread, if you do so please try at least to answer to the question already posed, such as, did you actually tried to run a scan in SAFE MODE with NETWORKING? Have you check the machine for malware with MBAM and Superantispyware? Cheers,Fax

    Click here for ZA Support
    Monday-Saturday 6am to 10pm Central time
    Closed Sundays and Holidays

  9. #9
    bobsza Guest

    Default Re: Antivirus/antispyware scan keeps freezing

    Sorry, my intention was not to try and hijack the thread but to simply confirm that others are having the same problem and hope that the issue gets a little more attention. And, yes I have tried to run the scan in Safe mode with Networking along with the other suggestion (Clean install, other sacanners,etc.)
    without success so far. Any further suggestions would be appreciated. Thanks.

  10. #10
    Join Date
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    Location
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    Posts
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    Default Re: Antivirus/antispyware scan keeps freezing

    Hi!have you let check your system for malware by experts?There may be malware preventing you to install properly ZAFor example here:http://www.bleepingcomputer.com/forums/topic34773.htmlAlso did it ever worked before? If yes, what you have added? What has changed?Have you actually followed ALL the steps suggested here:http://forum.zonelabs.org/zonelabs/b...ssage.id=32571Probably not...Open your own thread explaining exactly the steps you have taken to correct the issue.Note that other scanners can prevent ZA to install and workproperly.And finally you can contact ZA technical support here: www.zonealarm.com/tsform Cheers,Fax

    Message Edited by fax on 04-01-2009 02:52 PM

    Click here for ZA Support
    Monday-Saturday 6am to 10pm Central time
    Closed Sundays and Holidays

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