Vipre deep scan stalled twice since update. CPU 98-99%

Thanks, Peterh

I'll give it a try. Have to leave now for a few hours but will post the results. Thanks again.

John

Peterh,

After reinstallation, deep scan ran to completion (5 hrs 45 minutes)

I note some differences:

Prior to reinstallation, Software Ver. was 3.1.2712 and it is now 3.1.2710. Checked for updates and didn't find any??? (Vipre Ver. was the same at 3.2.2015.2.)

Prior to reinstallation the program scanned 156,000+ files. Latest scan was only 145,354. Is this a problem? What isn't being scanned with the new version?

In the SBAMSvcLog_3.csv there are more than 33133 lines. Example ERR 2248 292 3/26/2009 0:05 97250748042 ThreatEngine SBTE: Vipre: [292][03/26 00:05:27.337988]:[vcore] Error: cMemoryStream::Seek: underflow. Is this showing a problem that needs to be fixed? There are four logs...can any of them be safely deleted to save drive space. Should Vipre automatically delete some of those after a certain time limit or are they needed?

I still have 249 MB of CounterSpy files in the computer. 62 files in 6 folders. Is it safe to delete that? Shouldn't the installation/update of Vipre automatically delete those files?

All appears to be running well but I would appreciate your comments on these questions. Thank you.

John

John,
We have not released a 3.1.2712 version, the most recent release is 2710.

It installs with the default settings after reinstalling, so if you had changed the scan settings that could explain the difference in files

Those log entries should not cause any problems in VIpre. You can delete the SBAMsvclog files, but you will probably have to turn off Vipre because one or all of them would be in use.

What directories are you finding the Counterspy files in, and what folder is VIpre installed to? Its possible if it is a much older version it might not have removed it, but until we can make sure this is the case I don't suggest deleting the files.

Let me know if you have any other questions.

Thanks,
Peter

Peter,

Very interesting. As I said in my first post, Vipre said I was running software version 3.1.2712. I got that by opening Vipre and clicking on Help>About. I just copied the information from the resulting screen. Not sure where it came from but that's what was there. I'm VERY sure I didn't just make it up. There's a puzzle for you.

As to the number of files scanned, I have not changed any settings. I ran a quick scan immediately after installation, then the deep scan ran automatically at midnight. Maybe that's the reason for the smaller number of files in the deep scan. I'll check again after tonight's deep scan.

The CounterSpy folders are in C:\Program Files\Sunbelt Software\CounterSpy with sub folders Consumer, Definitions, and Install. CounterSpy is NOT in Add or Remove Programs so I'm guessing the files are just left over from my prior installation and can probably be safely deleted???

I ran a search for the logs and deleted only those last modified on earlier dates (one from 2008). None were in use. Logs last modified 3/26/2009 were not deleted. Does Vipre automatically delete logs at a certain point? Should it?

Thanks again for great products and excellent support!

John

John, The only information I could find on any 3.1.2712 build is that it has not been released and is only being used in QA at this time, so how you got it installed on there is a mystery to me.

As long as Vipre is installed to a different directory other then C:\Program Files\Sunbelt Software\CounterSpy then its safe to delete it, but in some cases we have see it install Vipre to same directory that Counterspy was in. If in any of those folders or sub folders you see anything named Vipre then that's what happened, and you would not want to delete those folders.

You can make sure that VIpre's logging settings is set to the default's, because it wont automatically delete logs that are created. To do that Open Vipre, then click on Help, then about, and click the Support tools button. Make sure that "Log Vipre error data only" is selected and the "Log active protection activity" is unchecked, then click apply then OK then you can close Vipre.

Let me know if you have any other questions.

Thanks,
Peter

Thanks Peter,

Vipre is in it's own directory. Just to make sure, I removed the CounterSpy remnants to a portable drive but everything appears to be still working.

Defaults were all set for the logs.

Thanks again for your help. No reply necessary.

John

I have the same problem.
My deepscan grinds to a complete and holt and locks my pc completely.
I have to crash stop my computer
This happened when it tries to (deep) scan a js (java script), actually when it tried to scan the Sunbelt folder, a Java script help file. Vipre conflicts with itself at least so it seems.
Every time I try to talk to a tech, all they tell us is to do an Unintstall and use the clean tool and reinstall.
The fact of the matter is...Sunbelt has NO idea what's going on.
I never gotten any help from Sunbelt tech suppprt that actually solved my problems. Vipre has been a problem child since day ONE, a huge dissapointment and a waste of money!

Viking, Thank you for posting your problem.

We are still working on identifying the specifics that cause the scan to keep running. Normally our first step in troubleshooting a problem with no other obvious direction is to reinstall, Because it can resolve a large number of problems. Have you tried to run a scan in windows safe mode to see if there might be a threat not being removed that is causing this?

If you have any other questions please let us know.
Thanks,
Peter.

Yes I've tried everything possible...safemode as well.
Is it so that we have to do a deep scan i safemode to get Vipre to work?
I read somwhere here that this problem had been resolved by the a new version and definitions. Obviously not...
So will Sunbelt credit us for "days lost" since can't use Vipre?

Hi Viking,
Thank you for your post. We have seen where on some systems VIPRE would get stuck in a loop while scanning compiled help files. Our development team has fixed this in a new build of the V-Core engine. It's currently in testing and will be sent out as soon as it clears.
The V-core (VIPRE core engine) can be updated through the definition updates, so it should be easy.
I apologize for the inconvenience, this should be corrected very soon.

So will we be credited for the days lost since we can't use Vipre? It is not fair for us to use days out of our subscription since this is a Subelt created problem!
How long do we have to wait for this to clear?

Hi Viking,

I'm not sure how long the testing cycle will take. I would assume not very long. As soon as we have the updated engine out if you contact me here in support, I will gladly extend your registration.

Maybe give me a heads-up and email me when it's fixed?

Hi Viking,

I'll post to you as soon as we release the new engine. again sorry for the inconvenience.

Hello. I have the same problem. For the last few days my scan has taken about 3 hours to get to 100% and then keeps running. It also uses 50+/-% CPU during that time. Feels like deja vu from about a month ago. ;-) I am always happy with Sunbelt support and am patiently awaiting the fix. Hopefully, you can fix it today and enjoy your weekend! Many thanks.

Hi Viking,
It looks like the new V-core engine 3.2.2019.2 has been sent out with definition version 5062.
Please let me know if you continue to see the problem.

Hi Peggy,

Thank you for your post. The progress bar for the scans sometimes does hit 100% prior to the scan being finished. The development team is working to make this more accurate.

The CPU usage you mentioned is does seem higher than normal, even during a scan. We did just send out a new V-core engine, this may help in your case as well.

If you continue to see this behavior, please contact us directly here in support at support@sunbelt-software.com. We can gather some log information and figure out what is happening.