System Scan Failure.

alphalobo1

I am trying to run its initial full system scan for the third time, and when it reached 98% for the third time, it slowed down my computer and ultimately crashed it all together. I was forced to press the power button for a restart, and am very worried that the scan might not be compatible with my pc? Asus g75 Best Buy version on Windows 7. Can anyone help me out here? Thanks a lot for your help!

antikythera

have you downloaded all available updates and restarted the pc?

alphalobo1

Yes, I have.

Georgia

@ alphalobo1

Are there any other security solutions (e.g. antivirus, tune-up) on the same PC, besides Bitdefender? Please remove them and run a new system scan.

If the issue persists, please tell me if it occurs each time while scanning the same file. In such case, I will need the path and the name of that file.

Thank you.

alphalobo1

@ alphalobo1

Are there any other security solutions (e.g. antivirus, tune-up) on the same PC, besides Bitdefender? Please remove them and run a new system scan.

If the issue persists, please tell me if it occurs each time while scanning the same file. In such case, I will need the path and the name of that file.

Thank you.

Yes, it happens on the same file. Yes, I have other antivirus and tune-up programs: Malwarebytes and Smartdefrag2. And I've changed my scanning range to test out what went wrong, and it appears that my custom range of having the entire scanning options ticked on was too much for the scanner. Too bad I don't know the path because it doesn't actually get logged because the computer crashes before the logging process... I no longer need assistance for this because I'm just going to use the scanner as it is now, BUT I can continue to help you out in resolving this bug if you want to find out why it even happens.

Georgia

Thank you for your reply.

There shouldn't be any compatibility issues with Smart Defrag 2. Also, you can safely use the free version of Malwarebytes (the one that doesn't have the real-time protection turned on). Please tell me what you mean by "computer crashes before the logging process" is it a BSOD? Do you get a specific Windows crash error? What exactly happens?

To further investigate the scanning issue you are dealing with please provide us with the following logs and details:

1. Go to Start, select run and type the following command:

%allusersprofile%\Application Data\Bitdefender\DTrace

then hit Enter

2. Create a folder named "odscanui.log"

3. Then please start a Full System Scan and leave it to run until it crashes.

Then please be so kind and go to the same location and send us the logs from the odscanui.log folder.

4. After sending the logs you can delete the folder odscanui.log.

5. Follow the steps explained in this knowledge-base article:

http://www.bitdefender.com/support/how-to-...t-log-1168.html

6. Please also try to start other types of scan

- Quick Scan

- Custom Scan

- Contextual Scan (right click on a file/folder and choose "Scan with Bitdefender") and check if the same crash occurs.

Please upload the logs on http://www.speedyshare.com/ , http://www.sendspace.com or any other file hosting website and then reply with the download links.

We will analyze the information you sent and then reply with a possible solution in the shortest time.

Looking forward to your answer!

alphalobo1

6. Please also try to start other types of scan

- Quick Scan

- Custom Scan

- Contextual Scan (right click on a file/folder and choose "Scan with Bitdefender") and check if the same crash occurs.

Please upload the logs on http://www.speedyshare.com/ , http://www.sendspace.com or any other file hosting website and then reply with the download links.

We will analyze the information you sent and then reply with a possible solution in the shortest time.

Looking forward to your answer!

When I am done with the different kinds of scans, I will upload them and get back to you.

alphalobo1

6. Please also try to start other types of scan

- Quick Scan

- Custom Scan

- Contextual Scan (right click on a file/folder and choose "Scan with Bitdefender") and check if the same crash occurs.

Please upload the logs on http://www.speedyshare.com/ , http://www.sendspace.com or any other file hosting website and then reply with the download links.

We will analyze the information you sent and then reply with a possible solution in the shortest time.

Looking forward to your answer!

http://speedy.sh/sDD7S/odscanui.log

That's the download link to the file that I uploaded. Please examine and analyzed when you can Good luck!

alphalobo1

http://speedy.sh/sDD7S/odscanui.log

That's the download link to the file that I uploaded. Please examine and analyzed when you can Good luck!

And as it turns out, the scan started slowing down the computer at the very end before the crash came along. If you can't tell the difference from the log, it was toward the end that the computer started slowing down and crashed before it was completed.

alphalobo1

Man, an automatic system scan just failed! I can't believe how amazing this product is but how unreliable it is! Please help me out here... I just wished that the product would work as it is, but it keeps failing and crashing my laptop. But on that note, I'm going to re-install the program... Hoping that would solve the issue...