(Windows 10 Ver.1511) Quick and Full Scan stuck at 1%

[GalaxyAWAC]

I recently installed Kaspersky Security Cloud and both the Quick and Full scan options do not progress beyond 1% when selected. When I tried a Selective Scan, it scanned files but it still remained at 1%. I have un-installed and re-installed multiple times and restarted my laptop twice but with the same results. Do I have a really bad virus is my laptop out of date? Do I have some corrupted files (which is most likely since a handful prevented me from resetting my computer)? Any answers or advice is welcome.

[Flood and Flood's wife]

Hello @GalaxyAWAC,

Welcome!

1. In Windows search🔎 bar, please type   winver  → post back an image of the small popup window showing Windows version & OS build please?
2. Before installing  Kaspersky Security Cloud was a Software conflict check done? 
3. Which KSC version & patch(x) x=letter, is installed, on the Windows Taskbar, rightclick the Kaspersky icon, select About ? 
4. Is Kaspersky Security Cloud Premium or Free? 

Thank you🙏

Flood🐳+🐋

[GalaxyAWAC]

It’s the free variation as I am on a rather tight budget. The Version is 1511 (OS Build 10586.1176), I haven't been able to update it since this laptop is rather old (4-3 years old) and has fell several times and will hopefully be replaced soon. @Flood and Flood's wife 

[Flood and Flood's wife]

Hello @GalaxyAWAC, 

Thank you for the update👌

The Premium/Free question is only for us to know, in case we need to recommend contacting Kaspersky Technical Support → Premium has access to TS, Free does not - do not worry. 

1. Just to confirm, there are no other installed applications from the  Software conflict list, is that correct? 
2. Which KSC version & patch(x) x=letter, is installed, on the Windows Taskbar, rightclick the Kaspersky icon, select About ? 

Please let us know?

Thank you🙏

Flood🐳+🐋

[GalaxyAWAC]

@Flood and Flood's wife I un-installed Avast which I installed to check if there was a virus affecting Kaspersky Security Cloud (none were found) but the full scan now scans files is still stuck at 1%. When I clicked the KSC icon from the “Hidden Icons” tab it showed 21.2.16.590 (b) but I am unsure if that is the version number or patch(x).

[Igor Kurzin]

Hi @GalaxyAWAC , 

Sometimes the product calculates the number of files for a long period of time due to various reasons: millions of small files in the system, slow system, issues with the disk, etc. How long did you wait on 1%? Please let it run for 2-3 hours, how will it go? 

You mentioned, that your laptop fell several times, this can cause issues with the disk, you can check it by running command prompt in administrator mode and execute the following command: 
chkdsk c: /f /R

To open command prompt, press Win+x and then select Command Prompt (Admin).

[GalaxyAWAC]

@Igor Kurzin I did a scan and it took about 45min-1hr to move on from 1%, the whole scan took about three hours with a few stops. So it does work, it just takes a super long time probably due to issues with my disk and the age of my laptop.

[Flood and Flood's wife]

Hello @GalaxyAWAC, 

Thank you for the update, we’re happy to hear the Full scan completed successfully👏

• Yes! You have the most recent version & patch → 21.2.16.590 (b) 👌
• Now that the Full scan has been verified, we recommend setting it to scan new & changed files, that will reduce the time it takes a Full scan to run.
• Also, you may wish to run the Full scan when the machine is not in use, for example, when Screensaver is on, there are various options available to make the feature as user friendly as possible - reading reference:  How to reserve operating system resources

Thank you🙏

Flood🐳+🐋

Resources:

Scanning the computer

How to run a Full Scan

[Igor Kurzin]

@Igor Kurzin I did a scan and it took about 45min-1hr to move on from 1%, the whole scan took about three hours with a few stops. So it does work, it just takes a super long time probably due to issues with my disk and the age of my laptop.

Hi @GalaxyAWAC , great news! 45min-1hr to “break the 1% silence” is okay. The product runs two streams as soon as you launch the scan: 1. calculates the total number of files in order to estimate the possible duration of the scan and show the correct % completion. 2. checks the files for viruses. 

Another good news is that first scan usually takes longer than subsequent scans, as the product uses iChecker/iSwift technologies to shorten the scan times. To put it simply, these technologies are there to shorten the scan time by skipping the objects that were not changed since the last scan. The algorythm is more sofisticated, you can read more here: https://support.kaspersky.com/12574#block3

Regards,

Igor

[Igor Kurzin]

Now that the Full scan has been verified, we recommend setting it to scan new & changed files, that will reduce the time it takes a Full scan to run.

Good hint there by Flood. 

iSwift and iChecker are enabled by default. Whereas you need to enable the new & changed files option manually.

 

[GalaxyAWAC]

@Igor Kurzin @Flood and Flood's wife Thank you for all the help! I believe my issue is now solved. Thanks again!

[JerseyDude]

@Igor Kurzin Hi Igor.  I'm having the same problem as GalaxyAWAC.  I installed the KSC Free version a couple days ago and ran a Full Scan.  It's been about 1.5 days and the scan is still stuck on 1%.  The number of files scanned is increasing, as of this message it's at 204,871, but the percentage hasn't increased.  I'm running on desktop, Windows 10, version 2004, OS Build 19041.746.  I previously had Norton Internet Security on the machine but used the Norton Removal tool to completely remove it.  During install Kaspersky didn't find any other conflicting software.  Any ideas in what could be going on?  

[Igor Kurzin]

Hi @JerseyDude , 

To escape possible interference of other processes, start PC in Clean Boot mode and start scan, how will it go? Here is the instruction: https://support.microsoft.com/en-hk/help/929135/how-to-perform-a-clean-boot-in-windows

To make sure its not the disk that causes the issue, run command propmpt in administrator mode (Win+X > command prompt(admin)) and run disk check by executing the following command: 
chkdsk c: /f /R

(put any other disk letter instead of c: according to your disks configuration)

Let us know of the results

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