Detection Names Not Shown

[m0unds]

I've been having a few issues pretty consistently on several machines.

 

All configurations run Windows 7 x64.

All configurations run Immunet Plus.

 

1. When items are detected & quarantined, 9 times out of 10, the detection name is blank in the quarantine.

2. Context-menu scanning doesn't work if you select a single object, but will occasionally work if you select a folder to scan.

3. On two of the three machines, the tray application and scanner will both randomly crash and restarting the Immunet service via services.msc doesn't remedy the problem. The only way I've been able to get Immunet to turn back on is to reboot the machine.

4. When the agent or the tray app crashes, the UI will still launch and will indicate cloud connectivity, but the "scanning" status will lock at "scanning" even if it's not doing anything (no IO ops via task manager, etc) and bringing up the scan manager will show "files scanned -; threats detected -; elapsed time 00:00:00; scanning -". Clicking "stop scan" will make the UI appear as though it's stopped the phantom scanning operation, but the main UI still shows it's active.

 

I've tried removing Immunet and reinstalling it. Prior to installing, I used the Kaspersky removal tool to remove KIS2010. I have an on-demand (no guard) installation of Emsisoft Anti-Malware, but its services don't run as the guard is disabled.

 

System specs:

AMD Phenom II x4 965

4GB RAM

Windows 7 x64

 

Thanks

[millard@immunet.com]

I've been having a few issues pretty consistently on several machines.

 

All configurations run Windows 7 x64.

All configurations run Immunet Plus.

 

1. When items are detected & quarantined, 9 times out of 10, the detection name is blank in the quarantine.

2. Context-menu scanning doesn't work if you select a single object, but will occasionally work if you select a folder to scan.

3. On two of the three machines, the tray application and scanner will both randomly crash and restarting the Immunet service via services.msc doesn't remedy the problem. The only way I've been able to get Immunet to turn back on is to reboot the machine.

4. When the agent or the tray app crashes, the UI will still launch and will indicate cloud connectivity, but the "scanning" status will lock at "scanning" even if it's not doing anything (no IO ops via task manager, etc) and bringing up the scan manager will show "files scanned -; threats detected -; elapsed time 00:00:00; scanning -". Clicking "stop scan" will make the UI appear as though it's stopped the phantom scanning operation, but the main UI still shows it's active.

 

I've tried removing Immunet and reinstalling it. Prior to installing, I used the Kaspersky removal tool to remove KIS2010. I have an on-demand (no guard) installation of Emsisoft Anti-Malware, but its services don't run as the guard is disabled.

 

System specs:

AMD Phenom II x4 965

4GB RAM

Windows 7 x64

 

Thanks

 

m0unds,

Please send your Support Diagnostics file (http://support.immunet.com/tiki-read_article.php?articleId=10) to support@immunet.com with a link to this topic. Hopefully that should help us identify why you're not getting detection names (#1) and the crashes (#3 & #4). I'd like to address #2 here.

 

#2: what I think is happening is that the scan happens so fast on an individual file and we have a bug logged where the results are sent to the UI before the UI is ready to receive it. We need to be able to find the last results and show them so it doesn't sit there blank.

 

--Millard

[m0unds]

m0unds,

Please send your Support Diagnostics file (http://support.immunet.com/tiki-read_article.php?articleId=10) to support@immunet.com with a link to this topic. Hopefully that should help us identify why you're not getting detection names (#1) and the crashes (#3 & #4). I'd like to address #2 here.

 

#2: what I think is happening is that the scan happens so fast on an individual file and we have a bug logged where the results are sent to the UI before the UI is ready to receive it. We need to be able to find the last results and show them so it doesn't sit there blank.

 

--Millard

 

Will do.

 

Cool, I did notice today that it updates the "last scan" time when I invoke a scan on a single file.

 

Thanks for the info. I'll send over the diagnostic file shortly.

 

Regards,

Chris

[m0unds]

Will do.

 

Cool, I did notice today that it updates the "last scan" time when I invoke a scan on a single file.

 

Thanks for the info. I'll send over the diagnostic file shortly.

 

Regards,

Chris

 

Is the support response time for support@immunet.com typically this long? Haven't heard anything regarding either case I've submitted-- 8/5 and 8/9.

 

Regards,

Chris

[millard@immunet.com]

Is the support response time for support@immunet.com typically this long? Haven't heard anything regarding either case I've submitted-- 8/5 and 8/9.

 

Regards,

Chris

 

Sorry Chris. Al and I mis-communicated. I thought he was looking at it and he thought I was. Anyways, there appears to be a bug in the agent where we're not displaying the detection names. Since the balloons are popping up with the detection names, they appear to be coming down from the cloud, so I think it's a display issue. Al's going to get one of our developers to dig in a little deeper.

Thanks,

--Millard