Deep Scan Not Working Properly

AVG Protection
10

Hello Ken,
Do you mean the deep scan is again stuck at 30%?
If so, let us know the version of AVG you have installed and share the screenshot of scan interface where it got stuck.

11

I'm glad to hear that everything is working fine on your computer.

Feel free to contact us for further queries regarding AVG.

1

Good morning

In have had a recurring, but intermittent problem with Deep Scan in AVG Internet Security.  It has occurred again this morning, very soon after a Virus Update took place.  This issue was last reported to you 12th December 2018, as follows:

Alok (Customer Support) replied to your question at 12:40 PM on 12/20/2018.

Original question:
I have a recurring issue with AVG Internet Security.  The Blacklist component of the Outlook Add-in fails for a day or so, in that items in my Blacklist are not recognised as such, and appear in my Inbox.  this issue then resolves itself in a few hours/overnight.  However, a more annoying problem is that occasionally if I run a Deep Scan it triggers a similar blacklist issue.  Deep Scan then continues to scan, but stops after about 30% and then tells me that my scan has completed, and all is well.  However, it then re-starts, and it all goes through the same cycle again.  This happened a few weeks ago, and I reported it to Support.  They tried to do a Remote diagnosis and solution, which failed.  I then had to do a re-installation...which has meant that I have had to repopulate the Blacklist again which is a PITA.  I will report all this to Support AGAIN today.  Has anyone else experienced anything like this?  If so, has it been resolved?  If so, how?  Many thanks.

Reply:
Hello Ken,
We request you to connect with us remotely, we will check with your installed AVG program and we will do our best to fix this issue. If the issue persists, we will escalate the case to our senior team.

To see the entire conversation, click: https://support.avg.com/answers?id=9060N000000gHEY


The Blacklist issue seems to have been resolved, but the Deep Scan problem persists.  I have attempted to resolve this using remote connection, but that invariably fails, and I then have to re-install AVG, which means (as I observed previously) that I have to repopulate my Blacklist and Whitelist which is now becoming a total pain, and is wasting my time.  Please advise if this is a known issue associated with other users?  If so, what is the issue and is it going to be dealt with?  If not, is there any other suggested workround for me to sort his out, or will I have to re-install YET again?

Thank you

Regards

Ken
8

Bump.  In frustration, I restarted my PC, and that seemed to clear the problem.  I then tested the system by running Deep Scan again.  This worked fine, and my problems have not recurred this afternoon.  It would be preferable to get a definitive solution to this irritating problem, but I sem to have a work-around for it if necessary.

Regards

12

Thank you for being patient, Ken.
Our senior team says it is difficult for them to reproduce the situation as the issue occurs at some instances. Hence, they were not able to get something useful from logs too.
They would like to provide few tips:
- all setting could be saved - back up (open AVG - Menu - Settings - General - Back up settings)
- If scan stuck we advise to follow below mentioned steps:
1. Open CMD as Administrator and run chkdsk /f
2. Open CMD as Administrator and run SFC /SCANNOW
Thanks

5

Good afternoon

Many thanks to you and your senior team in trying to tackle this issue.  I quite understandhow difficult it must be to find a solution to such a transient problem.  I carried out a Deep Scan a little earlier, and all seems to be working fine.  I have backed up my settings, as you suggested.  Should the scan stall again, then I'll follow your other recommendations.

Thanks again

Regards

Ken

2

Good afternoon

An update on this issue.  I logged off from my PC overnight, and logged back in a little while ago.  The problem experienced yesterday now seems to have resolved itself, and I successfully carried out a Deep Scan.  I will, of course, get back you if there is a recurrence, but everything appears to be working as it should.

Regards

Ken

3

Hello Ken,
Do you mean the deep scan is again stuck at 30%?
If so, let us know the version of AVG you have installed and share the screenshot of scan interface where it got stuck.

6

Thank you for the detailed info, Ken. 
We will check this with our senior team and get back to you soon. 
Your patience is much appreciated.

7

Good morning
 
I’m afraid that this is all happening again.  I attempted to run Deep Scan this morning, and it has again got into a loop and no longer recognises my Blacklisted addresses, even though they continue to appear in the Blacklist on the relevant part of the control panel. This is EXACTLY what happened at the same time last week.  Help, please, as this is really getting annoying now!
 
Thanks.
 
Regards

9

I'm glad to hear that everything is working fine on your computer.

Feel free to contact us for further queries regarding AVG.

4

Thank you for being patient, Ken.
Our senior team says it is difficult for them to reproduce the situation as the issue occurs at some instances. Hence, they were not able to get something useful from logs too.
They would like to provide few tips:
- all setting could be saved - back up (open AVG - Menu - Settings - General - Back up settings)
- If scan stuck we advise to follow below mentioned steps:
1. Open CMD as Administrator and run chkdsk /f
2. Open CMD as Administrator and run SFC /SCANNOW
Thanks