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Thread: BSOD when running the anti virus scan

  1. #1
    hartysmith Guest

    Angry BSOD when running the anti virus scan

    After installing ZA ISS on a Windows 7 laptop, I get the BSOD and system shutdown while running the virus scan. What is wrong?

  2. #2
    Join Date
    Jun 2006
    Location
    The 3rd Coast - South Central Texas
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    10,465

    Default Re: BSOD when running the anti virus scan

    Quote Originally Posted by hartysmith View Post
    After installing ZA ISS on a Windows 7 laptop, I get the BSOD and system shutdown while running the virus scan. What is wrong?
    Welcome to the Zone Alarm User Forum..

    This Forum exist to allow Volunteer experienced Zone Alarm Users to help the Few Users who encounter a problem with ZoneAlarm and need to be guided in the right direction..

    It is Sometimes very Difficult to Diagnose and fix a Computer from halfway across the Country, without All the Details about your computer and Software that you failed to provide, without our ability to sit in front of your Computer monitor and see what's going on..

    BSOD Errors usually indicate a Corrupt Install or a Problem with your Windows Operating System.

    *** NOTICE:

    Whenever posting here- or Contacting ZA Tech Support, it is always advisable to list Full details of your Computer:


    Windows OS (XP SP 2 or 3 / Vista SP 1 or 2 / Windows 7 32-Bit/64-Bit),

    List your ZoneAlarm product Type (Free,Pro,AV, Suite,Extreme) and also the ZA version number (7.0,8.0,9.0,9.1,9.2,9.3),

    List the Brand of Computer and CPU, How much RAM Memory,

    also is this a DeskTop, Laptop computer or Netbook.

    Please List any other Security Programs installed as these programs may be conflicting with Zone Alarm.
    Last edited by GeorgeV; February 2nd, 2011 at 01:53 PM. Reason: typo
    GeorgeV
    ZoneAlarm® Extreme Security


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

  3. #3
    hartysmith Guest

    Default Re: BSOD when running the anti virus scan

    I thought I did supply the pertinent information, and I do know how hard it is to resolve a computer issue half way across the country as I am trying to resolve this from Virginia for my daughter in college in Alabama. I have been using ZA for maybe 6 years, so I am not a novice at installing/updating it. The product installed is ZA Internet Security Suite, and it's on a Dell laptop (I5 processor) with Windows 7 64-bit, and 6GB of RAM.

    I have never had an issue installing it on any of my PCs or laptops.

    I made sure the OS was updated prior to install, and we removed the McAfee product as well. I had my daughter uninstall ZA and then re-install it.


  4. #4
    Join Date
    Jun 2006
    Location
    The 3rd Coast - South Central Texas
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    Default Re: BSOD when running the anti virus scan

    Thank you for your Reply..

    Please Contact the official Tech Support ( Live Chat ) link in my Signature..

    With full Details of your BSOD..
    GeorgeV
    ZoneAlarm® Extreme Security


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

  5. #5
    Join Date
    Dec 2002
    Location
    San Carlos, California
    Posts
    1,636

    Default Re: BSOD when running the anti virus scan

    This sounds like a conflict with two AV products on the same PC.

    All laptops purchased (especially Dell's) come with an assortment of software preinstalled. They always have some kind of AV. Usually Norton or McAfee.

    If not fully removed they can conflict with other AV products like ZA.

    Its best to uninstall ZA then find out what the laptop came pre-configured with and get the appropriate removal tool only from the Norton or McAfee website.

    These tools can be found by doing a google search
    Example: Norton removal tool

    then only select a result that is from Norton itself.


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  6. #6
    hartysmith Guest

    Default Re: BSOD when running the anti virus scan

    The laptop in question came with McAfee, and it was uninstalled prior to installing ZA, so that was not the issue, and as it turns out, we contacted Dell support, who restored the laptop to the status at the time of shipping, and it still acted the same. It appears that it's a Dell issue, and they are sending a new laptop.

    Thanks.

  7. #7
    Join Date
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    Location
    The 3rd Coast - South Central Texas
    Posts
    10,465

    Default Re: BSOD when running the anti virus scan

    Quote Originally Posted by hartysmith View Post
    It appears that it's a Dell issue, and they are sending a new laptop.

    Thanks.
    Thank your for your Feedback..
    GeorgeV
    ZoneAlarm® Extreme Security


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

  8. #8
    Join Date
    Dec 2002
    Location
    San Carlos, California
    Posts
    1,636

    Default Re: BSOD when running the anti virus scan

    The normal uninstall is not enough.

    The uninstall leaves things behind sometimes that creates issues.

    Thats why you must get the special tool I spoke of to fully remove everything.

    If you don't and have issues then thats probably your problem.


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

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