5 replies to this topic

[JanosG]

Unable to get through initial scan on Windows 7 (32-bit) laptop, diagnosed as clean by Avast and Malwarebytes.

Every time I try scanning (smart or full), the process stops when in the registry. It just hangs, indicating "1 object."

When I close it and open it again, it offers to send a report (but not show it), and whether I send or cancel, the same screen comes up every time I launch Ad-Aware until I reboot.

This has been going on for a week, I uninstalled, re-installed, still haven't succeeded with the first scan.

What to do?

PS: Just noticed "Strange behavior, Ad-Aware 8.1.4 behaves oddly after/while scanning" which appears identical with my experience.

I too am on the 8.1.4 level, however the same inability to scan occurred while using the free version. I upgraded to get around the problem, but it behaves exactly the same way. [I never had a problem like this running various Ad-Aware versions on a number of XP machines.]

Edited by JanosG, 15 February 2010 - 09:45 AM.

[casey_boy]

Hi,

Two options:

• Since you are a paying customer, you should contact the support center (link in signature) for help directly from Lavasoft. Log in with the details you used when you bought the software.
• Since Ad-Aware has detected a threat but has been unable to remove it you should also consider posting in a new topic in the HJT forum (instructions also in my signature), where a malware removal specialist will help.

Casey

[JanosG]

Thanks for your reply. The fact that scan gets stuck, doesn't produce a report, makes both options difficult to follow.

Hi,

Two options:

• Since you are a paying customer, you should contact the support center (link in signature) for help directly from Lavasoft. Log in with the details you used when you bought the software.
• Since Ad-Aware has detected a threat but has been unable to remove it you should also consider posting in a new topic in the HJT forum (instructions also in my signature), where a malware removal specialist will help.

Casey

[visitor]

A successful Ad-Aware scan is not necessary to contact Lavasoft Customer Support or post in the HijackThis forum.

Lavasoft has email and live chat support, so can help you get the program running. If they suspect an infection, then they may suggest you post in HijackThis to diagnose and remove any malware. The Volunteer Security Advisors have several tools to use in lieu of Ad-Aware.

[JanosG]

Does this log indicate HJT or some other forum as appropriate? I am still in Pro trial, so unable to use support center.

ERR [4620] 2010/02/15 13:54:38: SDKController::GetInfectionList -> Not in found infections state
ERR [4620] 2010/02/15 13:54:38: SDKController::GetCurrentScanInfo -> SDK is idle
MSG [4620] 2010/02/15 13:54:38: Configure new scan with profile: smart
MSG [4620] 2010/02/15 13:54:38: -> scanning critical objects
MSG [4620] 2010/02/15 13:54:38: -> scanning running processes
MSG [4620] 2010/02/15 13:54:38: -> scanning registry
MSG [4620] 2010/02/15 13:54:38: -> scanning lsp
MSG [4620] 2010/02/15 13:54:38: -> scanning browser hijacks
MSG [4620] 2010/02/15 13:54:38: -> scanning cookies
MSG [4620] 2010/02/15 13:54:38: -> neutralizing rootkits
MSG [4620] 2010/02/15 13:54:38: -> use medium rootkit detection
MSG [4620] 2010/02/15 13:54:38: -> use spyware heuristics
MSG [4620] 2010/02/15 13:54:38: -> use medium heuristics
MSG [4620] 2010/02/15 13:54:38: -> scan only executables
MSG [4620] 2010/02/15 13:54:38: -> file size limit = 20480 kB (0 = unlimited)
MSG [5544] 2010/02/15 13:56:00: Scan was completed in 81 seconds
MSG [5544] 2010/02/15 13:56:00: Objects processed: 8060, infections detected: 4
ERR [4620] 2010/02/15 13:57:06: SDKController::GetQuarantineList -> Not in idle state
ERR [4620] 2010/02/15 13:57:06: SDKController::GetWhiteList -> Not in idle state

Hi,

Two options:

• Since you are a paying customer, you should contact the support center (link in signature) for help directly from Lavasoft. Log in with the details you used when you bought the software.
• Since Ad-Aware has detected a threat but has been unable to remove it you should also consider posting in a new topic in the HJT forum (instructions also in my signature), where a malware removal specialist will help.

Casey

[casey_boy]

Unfortunately it doesn't tell us much, the only useful thing is this:

MSG [5544] 2010/02/15 13:56:00: Objects processed: 8060, infections detected: 4

So we know Ad-Aware has detected something but not what, so yes, I would go ahead and post a HJT log.

Casey