Chrome Download Fails scan when saving to "Box Drive" “Failed - Virus Scan Failed” error. [MOVED]

[wsclark]

Hello, I have KAV version 21.2.15.590 (b) running on windows 10 (latest)

Chrome Version 88.0.4324.104 (Official Build) (64-bit)

 

Attempting to download a file and save it to Box Drive (not dropbox, but box.com’s drive program) results in the “Failed - Virus Scan Failed” error.

I am running Box Drive version 2.20.136, and have confirmed this error on at least 3 different systems with similar configurations.

Downloads work normally if saved to local disk, so this seems to be related to the box drive virtual FS.

Downloads work if KAV is paused, or exclusions are made.

I have had this problem with multiple files types (pdf, zip, dwg, etc..) from trusted sources.

 

[Flood and Flood's wife]

Hello @wsclark, 

Welcome!

1. Post a full screen image of “Failed - Virus Scan Failed” error” so we can clearly understand? 
2. In KAV Reports, are there are events that match “Failed - Virus Scan Failed” error”? 
3. Does the same  “Failed - Virus Scan Failed” error”  happen if Firefox & or Edge Chromium are used? 

Please post back?

Thank you🙏

Flood🐳 +🐋

[wsclark]

Hello,

1 - I received the messing in chrome, “Failed - Virus Scan Failed”, and the file does not save to the download folder.

2 - I cannot post full screenshots due to security requirements, but this is the message at the bottom of the chrome browser.

3 - There are no events or reports in the “Security Reports”

Excluding the file type will eliminate the error, but that is disabling scanning, which is not helpful.

 

[Flood and Flood's wife]

 Hello @wsclark, 

Thank you for the information👌

1. Does the same  “Failed - Virus Scan Failed” error”  happen if Firefox & or Edge Chromium are used? 
2. In chrome://settings/security, which Safe Browsing option is checked?
3. As a test: if you were to download a file and save it to One Drive (for example), does the same “Failed - Virus Scan Failed” error persist? 
4. Has “downloading a file and save to Box Drive” ever worked? 
5. It would be best to log a case with Kaspersky Technical Support, they’ll require Traces → run as the problem is replicated, Logs & other data, they will guide you:

 

• After submitting the case, you’ll receive an automated email with an INC+12digits reference number, then, normally, within 5 business days, a Kaspersky Technical Support human will be in touch, also by email, you may continue to engage with the Kaspersky Technical Team via email or by updating the INC in your MyKaspersky account.

Please share the outcome with the Community when it’s available? 

Thank you🙏

Flood🐳+🐋

[Igor Kurzin]

Hi @wsclark , after you log a case with technical support, please let me know its number. 

Please include in your request: 

1. System report. How to get it:  https://support.kaspersky.com/us/common/diagnostics/3632

2. Traces. How to get traces: 

   https://support.kaspersky.com/common/diagnostics/12797

    

• close browser
• enable traces
• restart KAV (exit and start again)
• reproduce the issue in Chrome
• disable traces

[RP84]

Hello, every time I try and download something from a website it tells me ‘Failed - Virus scan failed’ either in Chrome or Edge. 

It has only recently started, what has changed? 

[Igor Kurzin]

Hi @RP84 , 

Each case has to be investigated separately, as the root causes can be different. 

Please submit a ticket to technical support via my.kaspersky.com

Please include in your request: 

1. System report. How to get it:  https://support.kaspersky.com/us/common/diagnostics/3632

2. Traces. How to get traces: 

   https://support.kaspersky.com/common/diagnostics/12797

    

• close browser
• enable traces
• restart KAV (exit and start again)
• reproduce the issue in Chrome
• disable traces

Let me know the incident number. Thank you.