Full scan stuck

guandalf · 2022-07-08T09:50:02+00:00

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Antivirus is not able to complete a full system scan by ending up being stuck apparently always on the same file (a temporary zero length file).

I removed the temp file and now it gets stuck on another file (I cannot keep on deleting files).

What should I do?

Thank you.

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Gjoksi

Hello.

First, take screenshot(s) of the issue

and create a log file on your MacOS device using BDProfiler, by following these steps:

https://www.bitdefender.com/consumer/support/answer/1863/

Next, contact Bitdefender Consumer Support by e-mail:

https://community.bitdefender.com/en/discussion/91918/bitdefender-websites-and-bitdefender-consumer-support-contacts

with short description of the issue.

After that, you will get an automated reply by the Bitdefender Customer Care Team, with your ticket number.

Now, in reply to that automated reply, you can send the screenshot(s) you already took and the log file you already created in the first step.

Since you are all done, just wait for the support engineers to investigate your issue and find a solution to fix the issue.

Remember that the screenshot(s) and the log file will help a lot to the support engineers for better and faster investigation on your issue and finding a solution.

Regards.

Alexandru_BD

Hello @guandalf,

Depending on the size of your hard disk, scanning the entire system may take a while (up to an hour or even more). For improved performance, it is recommended not to run this task while performing other resource-intensive tasks.

But indeed, given the symptoms, it is recommended to get in touch with our Technical Teams for further investigation.

Regards

Displeased

I have a similar issue: Scan is stuck on a file for a good while, before it continues for a few files. So full scan takes indefinitely long. This behavior has been there over several years and over several computers, so it's not computer related, as I've always had plenty of diskspace, RAM and CPU. Basically I'm not very pleased with Bitdefender and I'm about to ditch it.

Gjoksi

@Displeased

Hello.

Open your Bitdefender program, go to Protection -> Antivirus -> Open -> Scans -> System Scan, click on the three dots ••• button on the right next to System Scan, click on "Edit", change the "Scan task priority" to "High", click "Next" and "Save".

Also, do the same steps for "Quick Scan", change the "Scan task priority" to "High".

After doing that, the Quick Scan and the System Scan should not take a long time to be completed.

If that didn't help, do the following steps:

-- STEP 1 --

Repair Bitdefender, by following these steps:

https://www.bitdefender.com/consumer/support/answer/13429/

-- STEP 2 --

If the instructions from Step 1 didn't help, uninstall the Bitdefender program using the Uninstall Tool.

For Bitdefender Paid version click here:

https://www.bitdefender.com/links/uninstall_consumer_paid.html

For Bitdefender Trial version click here:

https://www.bitdefender.com/links/uninstall_consumer_trial.html

It will completely remove the program.

Next, reinstall Bitdefender from your Bitdefender Central account and see if the issue has been resolved, as reinstalling the program usually solves the issues.

-- STEP 3 --

If the instructions from Step 2 didn't help, follow the instructions in this step.