Antivirus manual scan freezing

[kevindd992002]

I have the Worry-Free Business Security Services (Hosted) antivirus program installed on 5 computers with Windows 7/Windows 8 on them. When I initiate a manual scan from the web administration console, everything is fine but when I initiate a manual scan from the computer antivirus console themselves, the computers hang after approximately 6 mins. into the scan. I then have to force reboot the pc from that point.

As soon as the program froze, I took a force keyboard dump file (minidump and kernel memory dump files) to proceed in troubleshooting but I really don't have experience in reading dump files. Can you guys help me here? I only have the dump files with me because this is actually for my friend's computers which I don't have access to.

Thanks.

 

[matts6887]

sounds to me like the the anti virus program may just need to be completely uninstalled and then reinstalled; as something obviously is causing to freeze; but reinstalling it may just solve the issue. Try that if you can and report back.

 

[kevindd992002]

sounds to me like the the anti virus program may just need to be completely uninstalled and then reinstalled; as something obviously is causing to freeze; but reinstalling it may just solve the issue. Try that if you can and report back.

We already tried that to no avail

 

[matts6887]

Can you post the dump files so we can look at them?

 

[ShamrockRig]

When you said you uninstalled it, which method did you use?
Most AV programs require tools to remove them as they can be deeply encrypted into your system.

 

[kevindd992002]

Can you post the dump files so we can look at them?

Here's a minidump and a kernel memory dump file that were forced by a keyboard crash:

https://dl.dropboxusercontent.com/u/108808017/dump.zip

I'm still collecting a complete memory dump file and will upload it when I have it.

 

[kevindd992002]

When you said you uninstalled it, which method did you use?
Most AV programs require tools to remove them as they can be deeply encrypted into your system.

We already used the uninstall tool and followed the manual uninstall tool in Trend Micro's website. I don't think this would be fixed by reinstalling as this is happening on 5 computers with the same symptoms. Take note that this a fresh install on all those computers. They are all 64-bit versions of Win7/Win8 and the program is compatible with those OS.

 

[UsernameIssues]

If you have not already done so, consider posting here. Ask if there is a debug switch/setting that might create a helpful log file. That group/forum might be the best place to analyze that product's debug log.

Maybe one of the "BSOD members" will stop by this thread and read the dump files

 

[kevindd992002]

Just done that but to no avail, I think that forum is not monitored by tech support actively.

Here's the complete memory dump:

https://dl.dropboxusercontent.com/u/108808017/MEMORY.zip

BSOD members, please help.

 

[Golden]

I'll have a look at this tonight after work.

 

[kevindd992002]

Thanks.