Author Topic: Smart Scan just stops and hangs  (Read 1120 times)

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Offline AZBruno

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Smart Scan just stops and hangs
« on: October 07, 2020, 11:53:14 PM »
Running version 20.8.2432 (build 20.8.5684.561) on Windows 10 Pro 1909.

When I start a Smart Scan, it says Scanning for malware... 0%. It seems to get through the SVC scans and then in the file system it very quickly just stops. The actual file it stops on changes each time I try this, but it is usually something in C:\Windows\System32, but not always.

The Task Manager then shows little activity on the part of Avast.

If I select Stop Scan, whether I follow with Stop Scan or Keep Scanning, it changes nothing. The only way to get past that is to close the Avast window.

On reopening the Avast window, there is a notification that Smart Scan completed and no malware was found. Since from start to hang is only about 12 seconds, I doubt the scan has actually completed.

I updated another PC to the latest version and it will complete a Smart Scan as expected.


Offline DavidR

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Re: Smart Scan just stops and hangs
« Reply #1 on: October 08, 2020, 12:27:01 AM »
Have you done a system restart since this very recent update on the build you have ?
Your version and build is the same as mine.

If so do you happen to have any other security based software installed ?
I have just run a Smart Scan whilst compiling this reply and it was done and dusted in a very short time.
Windows 10 Home 64bit/ Acer Aspire F15/ Intel Core i5 7200U 2.5GHz, 8GB DDR4 memory, 256GB SSD, 1TB HDD/ avast! free 21.9.2494 (build 21.9.6698.703) UI 1.0.672/ Firefox, uBlock Origin, uMatrix/ MailWasher Pro/ Avast! Mobile Security

Offline AZBruno

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Re: Smart Scan just stops and hangs
« Reply #2 on: October 08, 2020, 02:00:20 AM »
Done many system restarts and they have no effect. I also did an installation repair to no avail.

I do have Acronis Active Protection on. I turned it off and started a Smart Scan. It ran to completion, taking about as long as I'd seen it run before until the hang... under 15 seconds. But the percentage item moved up quickly as I'd expect.

I have not been able to complete it correctly since then. I've tried with Active Protection on and off, restarting the system, etc. Only that one successful completion. I had no trouble running a full system scan.

Given how fast it went the one time it seemed to work, and the fact that it keeps telling me that it was "Done", it may be solely a UI issue.

Offline DavidR

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Re: Smart Scan just stops and hangs
« Reply #3 on: October 08, 2020, 03:33:08 AM »
The Active Protection on or off (passive mode) shouldn't make any difference as you are running what is in effect an On-Demand Scan and the functionality to do that is still available in Passive Mode.

Let me clarify, you are saying that when you disabled the Acronis Active Protection the Smart Scan runs to completion (or did it just work once with Acronis Active Protection disabled) ?

If that is correct there would appear to be a conflict between Acronis Active Protection and Avast in this latest version.

Not entirely sure if it could be a UI thing as I have the 1.0.564 version of the UI, which presumably you also have ?
Windows 10 Home 64bit/ Acer Aspire F15/ Intel Core i5 7200U 2.5GHz, 8GB DDR4 memory, 256GB SSD, 1TB HDD/ avast! free 21.9.2494 (build 21.9.6698.703) UI 1.0.672/ Firefox, uBlock Origin, uMatrix/ MailWasher Pro/ Avast! Mobile Security

Offline AZBruno

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Re: Smart Scan just stops and hangs
« Reply #4 on: October 08, 2020, 06:46:32 AM »
Just once and only once did the UI show the Smart Scan to run to completion.

I checked and I also have 1.0.564 UI. BTW, this is Avast Free Antivirus.

I keep trying to find a circumstance where it will run to completion in the UI, but no luck so far.

But, when I restart the UI it will always tell me that Smart Scan has finished and no malware found (good for me!)


Offline DavidR

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Re: Smart Scan just stops and hangs
« Reply #5 on: October 08, 2020, 11:39:34 AM »
OK, I have tried to attract some Avast attention to this topic.
Windows 10 Home 64bit/ Acer Aspire F15/ Intel Core i5 7200U 2.5GHz, 8GB DDR4 memory, 256GB SSD, 1TB HDD/ avast! free 21.9.2494 (build 21.9.6698.703) UI 1.0.672/ Firefox, uBlock Origin, uMatrix/ MailWasher Pro/ Avast! Mobile Security

Offline r@vast

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Re: Smart Scan just stops and hangs
« Reply #6 on: October 08, 2020, 01:51:13 PM »
Running version 20.8.2432 (build 20.8.5684.561) on Windows 10 Pro 1909.

When I start a Smart Scan, it says Scanning for malware... 0%. It seems to get through the SVC scans and then in the file system it very quickly just stops. The actual file it stops on changes each time I try this, but it is usually something in C:\Windows\System32, but not always.

The Task Manager then shows little activity on the part of Avast.

If I select Stop Scan, whether I follow with Stop Scan or Keep Scanning, it changes nothing. The only way to get past that is to close the Avast window.

On reopening the Avast window, there is a notification that Smart Scan completed and no malware was found. Since from start to hang is only about 12 seconds, I doubt the scan has actually completed.

I updated another PC to the latest version and it will complete a Smart Scan as expected.

Hi,

Can you provide us with a support file id, and paste it here, please?

To generate the support file, please see this link.
https://support.avast.com/en-ww/article/Submit-support-file

Offline AZBruno

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Re: Smart Scan just stops and hangs
« Reply #7 on: October 08, 2020, 06:13:54 PM »
Support File ID: M6LBM