Mr Fickens, please help!

[sara3]

Chuck, please save me from this hell!

my son has a Samsung laptop which seems to be failing miserably, and it's pre-loaded with Kaspersky Internet Security 2010. it's been running a scan for the last 3 days!!! so far it's scanned 5,045976 items, and found 840 threats, and it's still going (I can't stop it). thing is, he's only had it for about 2-3 months and there doesn't seem to be much downloaded that I can see. it also doesn't seem to be offering the option to quarantine or delete the threats. there's a button for "neutralise all" but nothing happens when I click it (maybe because the scan is still running?).

so, I wondered if I could disable the Kaspersky and download Microsoft Security Essentials, which I understand (you recommended it, and it seems fine to me).

please help!

[The Builder]

Just a thought Sara ........... could you use System Restore to go back a few days to when it was working properly ........ then use Ccleaner to get rid of Kaspersky ....... then download Sec. Essentials?

[Buenchico]

In case C Fickens, Esq isn't around, I'll give you my thoughts:

No laptop has over 5 million files on it. A process within Kaspersky must have stopped responding, leaving the scanning process continuously running.

Press Ctrl-Alt-Delete. Enter the Task Manager and use 'End Task' to close Kaspersky. Shut the laptop down, wait a few moments and then restart it. The chances are that it was a 'one off' error and running a scan with Kaspersky should now work normally. (If not, just go into the Task manager again).

It should be possible to remove Kaspersky (if you really want to) by going to Start>All Programs>Kaspersky Internet Security>Modify, Repair or Remove.

Chris

[sara3]

thanks guys.. it's just go SO much worse!

firstly, I've switched the pc off overnight, and the scan is still running when I've switched it on the following morning.

second, I was looking for Windows update (but didn't pick any) and the Kaspersky has shut down saying "Databases are corrupted".

oh crap!

[ChuckFickens]

I'd actually say keep kaspersky, I recommend MSE as a free solution but if it has a licensed copy of KIS on it I'd go with that (in fact I do, it's what I use here at home)

though 3 days is maybe just a touch excessive for a scan! it sounds like something is blocking it from working properly.

Are you sure it can't be stopped? if you open the KIS manager by double clicking on the icon down by the clock and then click on scan you should have the option to stop the scan? (if it doesn't stop try just shutting the computer down)

Once it's stopped once again open the KIS manager and then click on the security+ button on the left hand side, select create rescue disk (you'll need a blank CD to hand) wait for it to download what it wants to and write the CD and you can then boot the computer from the rescue disk it's just created and run a full scan from that and see if it clears the problem.

[sara3]

oh bugger.. it's come back and is still running the scan!

[ChuckFickens]

you can't stop the scan from task manager (kaspersky protects itself from being stopped that way) and don't worry about the database being corrupt, it's no big deal, it will sort that out itself when it updates the virus definitions next.

[sara3]

hey Chuck :o/

it won't stop. I've followed your instructions, and it says "ISO Image Downloading" (I clicked Create Rescue Disk).

[ChuckFickens]

OK, don't worry about stopping it then.... let it finish creating the rescue disk (downloading the ISO is the first step) and then if you restart the computer and boot it from the CD it won't be running windows anymore so the stuck scan won't be an issue, and once the scan has been done from the rescue disk I'd hope it will fix the windows based scan problem.

[sara3]

sorry.. thicko mode!

how do I boot it from the disk when I re-start? how do I do a scan from the disk?

[ChuckFickens]

What model of laptop is it?

[sara3]

it says Samsung R519 on the screen frame (if you know what I mean!)

[sara3]

I've done the disk now, will await further instruction!

I have to hit the hay now, thanks for your help, chaps xxx

[ChuckFickens]

Think it would be easier in this instance to have a look in the manual....

http://downloadcenter...a_Manual_V1.2_eng.exe

Look under settings and upgrades, firstly at how to enter the BIOS and then how to change the boot order, set the CD drive to be the first item in the boot order.

Once that's done just turn the computer on with the CD in the drive.

starting the scan is pretty obvious, once it's loaded there is a flaming great big "start scan" button to click on :)

[sara3]

lol.. I'll put a post-it note on the screen to highlight the "start scan" button!

I've set it to do a full scan and it's at 5% (the other one still seems to be running).

the rest of it will have to be a job for the weekend, I'm knackered. thanks again for your worldly knowledge :o) xx

[galeck1947]

I have seen this happen a number of times with Kaspersky I would uninstall it completely using its uninstaller . The uninstall should be on its web site otherwise go to pchell.com and check there if it has one as this site has all of the antivirus uninstall tools to help you remove it. Microsoft Security Essentials is good but I would consider Avast Antvirus which is also free.