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Thread: [SOLVED] Netbook freezes while scanning --> HD failing replaced

  1. #1
    idonno Guest

    Question [SOLVED] Netbook freezes while scanning --> HD failing replaced

    ZoneAlarm Security Suite version:9.3.037.000
    TrueVector version:9.3.037.000
    Driver version:9.1.522.000
    Anti-virus engine version:8.0.2.48
    Anti-virus signature DAT file version:1042362208
    AntiSpam version:6.0.0.2383
    Windows XP SP3
    Netbook Acer Aspire one

    In use ZASS doesn't cause any problems but while scanning it does. Not straight away but after 9min 10sec of scanning, 24% done with 6384 files scanned, whether I'm using it with other programs opened or not, the entire computer freezes. I just get the hour glass appear on ZASS window returning to an arrow off it. This is repeatable. I can still move the mouse cursor but clicking on anything else doesn't work. Even ctrl alt del doesn't do anything. The only thing that does work is the power off button, press and hold. Off.

    Any ideas as to where to start to resolve this? I'll try scanning in safe mode to see if it works from there but normal mode is my usual mode of operation.

    Edit....Ok, maybe I won't try it in safe mode. Even though I manually start it I just get the icon showing in the tray saying the UI is initialising. That's it.
    Last edited by idonno; December 31st, 2010 at 11:10 PM. Reason: update

  2. #2
    Join Date
    Nov 2004
    Location
    localhost
    Posts
    17,291

    Default Re: Netbook freezes while scanning

    Choose SAFE MODE with Networking. You will need to run ZA manually, nothing will work in ZA except the antivirus scanning. If it works in safe mode with networking then you have something in normal mode blocking it.

    Remember that as registered user of ZA you can contact, free of charge, the official ZA technical support at the link in my signature (all users here).

    Thanks,
    Fax

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

  3. #3
    idonno Guest

    Default Re: Netbook freezes while scanning

    Yes, I might have to contact them.

    I got it to run in safemode and even there it hung at 24% scanning the same file it.dll

    Thanks

    Edit: Chat is shut and it says if you want to email support click here
    Last edited by fax; January 1st, 2011 at 04:50 AM. Reason: offtopic

  4. #4
    Join Date
    Jun 2006
    Location
    The 3rd Coast - South Central Texas
    Posts
    10,466

    Default Re: Netbook freezes while scanning

    Quote Originally Posted by idonno View Post
    Yes, I might have to contact them.

    I got it to run in safemode and even there it hung at 24% scanning the same file it.dll

    Thanks

    Edit: Chat is shut and it says if you want to email support click here
    Sorry, as noted in the support link, The Tech support is closed during major Holidays..
    Check back on Sunday or Monday..
    GeorgeV
    ZoneAlarm® Extreme Security


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

  5. #5
    Join Date
    Nov 2004
    Location
    localhost
    Posts
    17,291

    Default Re: Netbook freezes while scanning

    Unless there are malware problems on the system, OS corruption or ZA corruption, the file could be corrupted or not accessible (try to move the file and scan again). Chat may be closed due to holidays. Just wait a day that is not the first of the year!

    Also try to to fully remove and reinstall ZA, check for malware, clean the registry and the system as detailed below.

    --------
    First remove ZASS with the ZA removal tool (download on desktop and run as administrator):
    http://download.zonealarm.com/bin/fr...cpes_clean.exe

    Double check that all ZA related files/folders are gone:
    1.) Restart your computer
    2.) When you see the screen go black and it starts booting back up keep
    tapping the "F8" key (at the top of your keyboard)
    3.) 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
    4.) 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 them

    16.) Empty your recycle bin.
    17.) Restart the computer.

    18.) 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, Avast free, NOD, Kaspersky, Comodo, Rising, PC Doctor, MS Security essential, Avira and many others. 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.

    19.) Double check you have really removed all other security tools by running this utility
    http://www.appremover.com/

    20.) Check the system for malware. Check with MBAM and SuperAntispyware. See links here:
    Malware Clean-up Guidance

    21). Clean your system and registry with ccleaner.com
    http://www.piriform.com/ccleaner/download/slim

    22). Re-download the latest ZASS installer
    www.zonealarm.com/zasuitedownload

    23). 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

  6. #6
    idonno Guest

    Default Re: Netbook freezes while scanning

    Certainly is fun and games. I've managed to get it to go past the previous stopping/hanging point....I found two files with the same name in the same folder (just different versions)?? I deleted one. I ran ZASS again and it hung at 70% completed. I decided to delete ZASS and re-install using the removal tool and following the rest of the instructions. Found it would still hang at 70% on the same 'system.speech.dll' file. (Quick scan after installation startup is fine). I made it an exception in ZA so it wasn't scanned (I also downloaded a new version) and it still hangs at 70%, just the next file along. Currently downloading the latest version again and will have another go at re-installing.

  7. #7
    Join Date
    Nov 2004
    Location
    localhost
    Posts
    17,291

    Default Re: Netbook freezes while scanning

    Now that I read better your post, you are using a netbook. Unfortunately, ZA products do not support netbook systems. This may be well the problem....

    Fax

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

  8. #8
    idonno Guest

    Default Re: Netbook freezes while scanning

    It's been running ZASS on it for around 18 months now without any problems. It's basically just a smaller screen laptop with 160gb hard drive - 1gb ram running Windows XP. This problems seems to have only recently surfaced - I updated to the latest version in late November. Still gets stuck at 69/70% on a deep scan. Normal and quick scans run fine! Thanks for all the links anyway.

  9. #9
    Join Date
    Nov 2004
    Location
    localhost
    Posts
    17,291

    Default Re: Netbook freezes while scanning

    You're welcome...
    Please contact the official ZA support as already suggested.

    Thanks,
    Fax

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

  10. #10
    idonno Guest

    Default Re: Netbook freezes while scanning

    Just an update. Seems my hard disk was failing. While it seemed fine during every day use, running the virus scan was a bridge too far. I ran the drive utility from Seagate and that showed that long term runs failed. I've since installed a new disk and scans run fine now. Cheers.

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