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Ad Aware shut down unexpectedly during scan

Customer
Hi,



I've got a problem with my Ad Aware Free Edt. (vers. 8.3.1). During scann i got this strange error message, it appeared for the first time yesterday. When i scanned last week, everything was fine...I uninstalled it, and reinstalled it 2 times... and this error still appears..



Does someone know how to fix this problem....





Thx



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Comments

58 comments

Date Votes
  • Customer
    Hi,



    yepp, i sent the report to adaware 2 times...i just scanned again, and ad-aware does not save any logs..i think thats because ad-aware just shuts down suddenly...



    I have win 7 professional 32 bit.
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  • Customer
    Did you click "send report to Lavasoft?" It may help them debug. If you look at the logs, it might show what happened. 8.3.1 was just released, so maybe it's a new bug. Also, post what OS you're running in case they need that info.
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  • Customer
    I merged your 2 topics and have notified Lavasoft about this thread and that the error report was submitted twice. Maybe they'll be able to find the problem. One other thought - if you're scanning while another resident protection is active, try turning it off in case it's causing the conflict.
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  • Customer
    exactly the same issue. I also started a topic about that error message. You described it a little bit better than me...my english isnt as well as yours...i didnt find any german support forums...
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  • Customer
    Well I see someone else posted this error message and no technical support has stepped in to address this issue. I downloaded it from CNET and once I am done I go through the scan process and two windows pop up with the same message. I am getting the impression either lavasoft cannot fix it or that they are pushing people to go pro. I had no problems with the earleir version but now it has basically become a pain in the ######. Any suggestions for another program that does what adaware did or better? Need some input please. If a techy is around it would be nice for a response for the software that lavasoft created that isnt working. Yes I am frustrated. Why would you update a program that was doing just fine??????
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  • Customer
    Turning off resident protection depends on the anti-virus program - sometimes you can right-click the tray icon, others you must open the GUI and adjust settings.
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  • Customer
    [quote name='visitor' post='121751' date='Aug 14 2010, 02:49 AM']I merged your 2 topics and have notified Lavasoft about this thread and that the error report was submitted twice. Maybe they'll be able to find the problem. One other thought - if you're scanning while another resident protection is active, try turning it off in case it's causing the conflict.[/quote]





    Ok, thank you!



    where i can turn off the resident protection?? couldnt find it. I propably installed it without resident protection...
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  • Customer
    [quote name='Dlanor' post='121776' date='Aug 14 2010, 02:25 PM']Is this a bug in the new version? Or does it conflict with my nod32?[/quote]

    Lavasoft doesn't specify which software conflicts, so you have to disable nod32 to see. If no nod32 processes are running, it shouldn't be a conflict.
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  • Customer
    I have the same problem. Downloaded today version 8.3.1. It aborts during scanning. When trying to send the crash or error report it results in a not-responding ad-aware program. Every time this happens I needed to stop the program. I reinstalled this version again but still the same effect. I have a Windows XP Home edition and I run next to ad-aware eset nod32.



    Is this a bug in the new version? Or does it conflict with my nod32?



    Thx
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  • Customer
    Im also getting the same error, please fix this...It was working fine a few days ago until now..
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  • Customer
    I have 'excellent' news for you. It's also happening on at least my copy of Pro, and is fairly recent. I was hoping to find something on the forums first though as Support has always been slow and has a tendency to be somewhat unhelpful (often recommending I disable other security programs because I 'might be infected'...and I should open myself up wider to the possible infection apparently...). Unfortunately it looks like I may not able to avoid them...
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  • Customer
    Same problem here.



    I've fully uninstalled and reinstalled AA, and tried running the scans with my antivirus (Avast) shut down, but still getting this error.



    If it's true that lavasoft support is slow, I think I will be moving to another product - obviously I want to do a scan right now, and I've already read that Ad-Aware doesn't have the detection capabilities it used to compared to newer, free products...
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  • Customer
    Basically ad aware is useless at the moment until a new update fixes this error bug...Cant scan cause it freezes !
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  • Customer
    Well, it took them a month to 'fix' my problem of it hanging up during scans, the 'fix' actually being me getting tired of waiting on them and reinstalling it again (which happened to work). Something they should have told me to do pretty quickly (I don't like to disable any security features that might still be working unless support for that program suggests it). Instead they had spent 2 to 3 days between emails to go from scandisks and cleanups, reboots, and stuff that mostly didn't involve their software directly to telling me to remove other security programs to see if they were blocking it. Which should have been one of the last things they suggested if nothing else worked since it leaves the customer even more open then they are while the problem software is 'down'. Instead of renewing this machines license and buying ones for the other 6 machines in the house, this year I only renewed for a year to see if they fix their problems before switching to someone else. (mostly because reviews I've seen don't list slow as molasses Ad-Aware as slow to scan but DO list the others that are as good or arguably better as Slow...) Hm...I wonder how long this post will last...
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  • Customer
    I get the error message "Ad-aware was shut down unexpectedly and has generated an error report" from 8.3.1 on all 3 of my computers when I wake up whenever a scan was scheduled overnight.



    Sometimes a manual Update, and sometimes a manual Scan, will complete without this error, but usually not (when "not", I get the above message and I do "Click ok to send the report").



    This started a few weeks ago; I'm hoping to see it resolved before I uninstall Ad-Aware after many loyal years.



    All are also running:

    Windows XP Pro sp3

    NOD32

    Comodo Firewall

    Spyware Doctor

    Spybot
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  • Customer
    [quote name='skywalker' post='122013' date='Aug 22 2010, 07:51 PM']Sometimes a manual Update, and sometimes a manual Scan, will complete without this error, but usually not (when "not", I get the above message and I do "Click ok to send the report").[/quote]p.s. I notice that if I get the error message during a manual Update, then try to run the manual Update again, I then get a "Software is already up to date" message.
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  • Customer
    I to am getting this problem having updated to the new version.



    I have a scheduled scan to run ever Thursday, and in the last scheduled runs, it has generated an "Ad-aware was shut down unexpectedly and has generated an error report" message.



    My system config is Windows XP sp3.
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  • Customer
    [quote name='RyuKaze' post='122044' date='Aug 24 2010, 06:16 PM']Support has finally responded and had me download something I'll be able to try running it with later today.[/quote]



    Nope, waiting for support reply 3 now.
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  • Customer
    I took out 'archive' from the profile scans (can't remember if you can do those in Free but I think you can) and it seems to run that way. Support has finally responded and had me download something I'll be able to try running it with later today.
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  • Customer
    Hello everyone



    We are currently working on a fix for this issue, we have identified the root cause and will hopefully publish a fix soon.



    The issue seems to be caused when scanning archives, so, in the meant time you can either run a smart scan, or you can create a profile scan with everything but archives turned on... This will accomplish the same as a full scan.



    I will post here when we have published a fix.



    Best regards,

    Jeff - Lavasoft
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  • Customer
    Hi Jeff,



    Many thanks for picking this up. I will try your work around. I am looking forward to the new update.



    Regards,



    Dlanor
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  • Customer
    Running a smart scan works for me without A-A shuts down. Jeff, many thanks, again looking forward to the fix.
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  • Customer
    I just want to add...

    Running Vista Premium - with all latest updates to the best of my knowledge (Updated through auto updater)

    Smart scan runs okay, only occurs in full scan.

    Last Current Section showing is LSPs

    Last Current Object showing in scan window is always windows\system32\mswsock.dll

    Started failing around a month ago.
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  • Customer
    If anybody has Lsburnwatcher.exe in task manager try disabling it. It worked for me but i did not get error message, just was hanging during full system scan with lsburnwatcher running.
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  • Customer
    Have you received a response yet? I have had the same problem for months with the professional edition that I paid for. This problem persists despite several updates. A little annoying isn't it?!!
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  • Customer
    [quote name='UserOfAdaware' post='122204' date='Aug 31 2010, 11:58 AM']Have you received a response yet? I have had the same problem for months with the professional edition that I paid for.[/quote]

    Lavasoft response in post #21 here. Since you have a paid version, you should contact Customer Support via the link in my signature. They might be able to get you a fix before an official release of an update for the free version.
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  • Customer
    [quote name='LS Jeffery' post='122105' date='Aug 27 2010, 09:52 AM']Hello everyone



    We are currently working on a fix for this issue, we have identified the root cause and will hopefully publish a fix soon.



    The issue seems to be caused when scanning archives, so, in the meant time you can either run a smart scan, or you can create a profile scan with everything but archives turned on... This will accomplish the same as a full scan.



    I will post here when we have published a fix.



    Best regards,

    Jeff - Lavasoft[/quote]





    That's great news, Jeff! I'll be checking Replies here every hour. /biggrin.png' class='bbc_emoticon' alt=';)' />





    BTW, for what it's worth,



    Last Current Object showing in scan window is always c:\windows\syswow64\wsmauto.dll when it crashes.
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  • Customer
    Hey everybody



    We have just published the 8.3.2 update, which should resolve this issue for you.



    Please confirm here if it has or has not resolved it for you.



    Regards,

    Jeff - Lavasoft QA team leader
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  • Customer
    Unfortunately, the 8.3.2 update hasn't resolved the problem for me, I still have the exact same error message.
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  • Customer
    [quote name='UserOfAdaware' post='122262' date='Sep 2 2010, 08:49 PM']Unfortunately, the 8.3.2 update hasn't resolved the problem for me, I still have the exact same error message.[/quote]



    me too, i still have the exact error message... I sent the report to Lavasoft
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