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Thread: Virus Scan Hangs

  1. #1
    kens_novi Guest

    Default Virus Scan Hangs

    I recently installed Zone Alarm update. I Run Virus / Spyware scans daily - Virus scan appears to hang on (same file) ole32.dll. Scan last 18+ hours. Would appreciate some assistance....Thanks!

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

  2. #2
    Join Date
    Nov 2004
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    Posts
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    Default Re: Virus Scan Hangs

    Hi!Really difficult to troubleshoot issues of this kind.It may depend on other software locking that file, malware infections or corruption of ZA files.As a first test please launch a ZA scan but in SAFE MODE WITH NETWORKING. This will verify it is not a ZA issue but a third party software or malware locking the file or not allowing your ZA to work correctly.In 'SAFE MODE WITH NETWORKING' ZA firewall will be OFF but Antivirus/Antispyware will be functional, run manually ZA and proceed for full scan of your system.How to start in SAFE MODE WITH NETWORKING:
    http://www.microsoft.com/resources/d..._failsafe.mspx
    Cheers,Fax


    Message Edited by fax on 05-02-2009 01:36 PM

    Click here for ZA Support
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    Closed Sundays and Holidays

  3. #3
    kens_novi Guest

    Default Re: Virus Scan Hangs

    Thanks for your quick response. Ran full Anti-virus & Spyware scans in safe mode without any problems. Rebooted, downloaded and ran latest MS Malicious Software Tool (Full Scan)- No infected files. Started another virus scan and it looks like I'm hung up on ole32.dll again / still. Tried to canceled the scan and computer locked.

  4. #4
    Join Date
    Nov 2004
    Location
    localhost
    Posts
    17,290

    Default Re: Virus Scan Hangs

    Hi!yeap.. OK! So, it means you have a third party softwarethatconflicts withZA.Try this:1.) Click Start -> Run
    2.) Type MSConfig in the run box and click OK
    3.) Once in MSConfig, click the Startup Tab
    4.) Remove the checks from everything except ZLClient
    5.) Click the Services Tab
    6.) Place a check in "Hide All Microsoft Services"
    7.) Now remove checks from everything other than TrueVector Internet
    Monitor and ForceField (if there), and click OK.
    8.) Restart your computerHanging on that file still? If not, put back things by group of three or four, starting from the services and then moving to startup. Up to when you find the culprit. If not, then it is something really deeply installed in the system. May be a boot utility? stardock desktop utility?
    NOTE: You can place your computer back into a normal startup process by
    going back into msconfig and choosing the Normal Startup option on the
    General tab.
    ------------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, Avas t free, 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 ZA is working as it should. Double check you have really removed all other security tools by running this utilityhttp://www.appremover.com/Cheers,Fax

    Message Edited by fax on 05-02-2009 05:03 PM

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

  5. #5
    kens_novi Guest

    Default Re: Virus Scan Hangs

    Tried MSConfig but I can't access ZA - Protection is up UI is initializing.
    I returned to Normal Startup and removed
    my Stardock program did a virus scan still hung on ole32.dll.
    However I remove a program called Zino Reader and ran a virus scan with no problem.
    Rebooted and tried another scan and still hung on ole32.dll.
    Removed several other programs that weren't being used but without any effect on the virus scan.
    How can I access ZA while looking for conflicts (MSConfig).....
    Thanks!

  6. #6
    Join Date
    Nov 2004
    Location
    localhost
    Posts
    17,290

    Default Re: Virus Scan Hangs

    Hi!no idea why you can't access ZA while with MSCONFIG. It should work...At this point I can only propose you a full cleaning of your system and ZA including checking for malware this way:First remove ZASS with the ZA removal tool (download on desktop and run as administrator):http://download.zonealarm.com/bin/fr...cpes_clean.exeDouble check that all ZA related files/folders are gone: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.
    5.) Double Click the Program Files Folder
    6.) 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.

    7.) Close this window
    8.) Click Start, My Computer
    9.) Double Click the C:
    10.) Double Click the Windows Folder (It may also be WinNT)
    11.) Right Click the Internet Logs Folder, click Delete, and choose Yes
    12.) Double Click the System32 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
    folder and delete out as many of the files listed here as possible.
    14.) 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
    15.) Clear the Prefetch folder per the instructions below.
    - Go to Start -> Run
    - Type Prefetch and click OK
    - Select all of these files and delete them16.) Empty your recycle bin.
    17.) Restart the computer.
    18.) Check the system for malware. Check with MBAM and SuperAntispyware. See links here:http://forum.zonelabs.org/zonelabs/b...essage.id=378719.)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, Avas t free, 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 ZA is working as it should.20). Clean your system and registry with ccleaner.comhttp://www.ccleaner.com/download/builds/downloadbinslim21). Re-download the ZASS installerwww.zonealarm.com/zasuitedownload 22). 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 settingsIf the above fails then I have no other suggestion to contact ZA technical support. It is unlikely they will be able to solve your problems since it is originating from a third party software other than the standard OS programsCheers,Fax

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

  7. #7
    kens_novi Guest

    Default Re: Virus Scan Hangs

    I haven't used my laptop in several days except for checking my on daily virus / spyware scans - haven't run into any marathon virus scans (hanging on ole32 file) so far. In any case the next time it hangs I'll clean my system and reinstall Zone Alarm. It will be a while before I can post the results. Thanks for you help.

  8. #8
    Join Date
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    Location
    localhost
    Posts
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    Default Re: Virus Scan Hangs

    You're welcome!Cheers,Fax

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

  9. #9
    kens_novi Guest

    Default Re: Virus Scan Hangs

    Update: Checked for conflicts again. The culprit was "Say the Time" may have been version 10 - probably a recent update. Uninstalled the program - no problems with antivirus or spyware scans so far. Not sure how I missed this the first time but I did....Thanks Again.

  10. #10
    Join Date
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    Location
    localhost
    Posts
    17,290

    Default Re: Virus Scan Hangs --> "Say the Time" conflicts --> RESOLVED

    Great!Thank you for coming back and report the solution!Cheers,Fax

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

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