F-Secure Total: Full manual scan freezes at 11% and not progressing

Vido · January 2

F-Secure Total Version 19.8, Windows 11 Pro 24H2, Fujitsu Lifebook E449, RAM 16,0 GB
Full manual scan gets

stuck at 11% 304,524 files of ca. 400,000. SSD drive C:\ 80 GB free
Last scanned folder c:\ProgramData\Package Cache{10725A82-69E2-521A-2E4F-94312A28AA90}v10.1.25398.1\installers. No process is locking the folder.
Before the scan: deleted F-Secure Total and released the license.
Then reinstalled the package and started scan. Any ideas, anyone?

Ukko · January 7

Hello,

It may be useful to know things like:

- is it really stuck? or is scanning still 'processing', scanning and further things (but not as fast and not as 'visually' understandable)? for example, by looking at information in Task Manager (CPU/RAM/Disk usage or whatever else places) or "UI" of Scan Wizard.

- can you try manually scanning the mentioned 'last scanned folder' and see see if it completes?

- if manual scanning (context scan) is possible for mentioned folder; can you try to exclude this folder in Settings (Manage scanning exclusions) and then running Full Scan and check if there will be another 'stuck'?

Sorry for my English.

Thanks!

Vido · January 8

Yes, it was really stuck. I let it run for 12 hours and no progress after 11% although the scanned file count was clearly more than 11%. Task manager also showed minimal CPU and memory consumption. I manually scanned the folder (File Explorer context scan) without problems. No viruses. I was at my wits end.

Then, I actually don't know why I did it but I took ownership of C:\ProgramData\Package Cache folder (using takeown and icacls) because that's the folder where the manual full scan got stuck.

And what do you know! Presto, the scan went without a hitch. It started at 23:39:03 o'clock and ended at 00:03:47. Pretty fast I would say. Scanned 443036 items, no harmful items found. Problem solved, case closed

jnnh73 · February 16

I also noticed a similar problem.

I had Windows 11 23H2. F-Secure Total was working just fine, and when I ran full scans, it never got stuck.

Since I installed 24H2, three things started to happen:

F-Secure gets stuck on full scan. Every time. Sometimes it scans 17.000 files, sometimes 120.000 and so on, from the system drive. But every time it gets stuck. I've tried to just leave it on for hours, but it has not made any progress during that time.
After that update, my computer takes minutes to shut down. It has something to do with F-Secure + 24H2 because I tried uninstalling it and it no longer was slow shutting down.
Also under 24H2 F-Secure doesn't uninstall nicely. The installer gets stuck every time, and after reboot I have to try again more than once.

So, I restored a Macrium Reflect system image and went back to 23H2, and… everything works just fine again. Scan doesn't get stuck and my computer shuts down as fast as it always did before 24H2.

I regret that I didn't take any logs etc. while I was running 24H2, they could have been useful, but it is too late now.

While running 24H2, reinstalling F-Secure didn't help. I even tried to clean all the relevant folders by hand after uninstall, and also tested the removal tool.

I was wondering, is this some known 24H2 + F-Secure issue that will get fixed eventually, or was it just my computer.

Like I said, I can' t send any logs etc. because I didn't save them. I will reinstall 24H2 during the next few weeks/months and see what happens then. Until that I'll enjoy the smooth ride with F-Secure + 23H2.

jnnh73 · February 18

SO, my earlier post is no longer relevant.

F-Secure is now working just fine, MS Windows was the culprit.

I was going to run 23H2 for now, but Windows forced the 24H2 update.

This time after the update everything works fine, F-Secure finishes scans normally and no longer hangs on shut down.

I suspect my earlier 24H2 installation was botched/incomplete. First time it left 15 gb on that "windows.old" folder and took 2 hours. Now it took longer and left 47 gb stuff behind. So I suppose now it did something it was supposed to do the first time but didn't.

Case closed, all is well :)

Björn_Gadd84 · March 17

Im having the exact same issue and I left the computer running all night and it is still stuck at 11% but it is scanning files though. It was on a different file when I woke up today but the scan still says 11%. I reinstalled F secure as well and it is still doing the same thing.

Firmy · March 18

Hello @Björn_Gadd84

Welcome to the F-Secure Community. Thank you for your comment.

Could you please confirm whether you uninstalled the app using the Windows Control Panel or our Uninstallation Tool?

If you used the Control Panel, we recommend trying the Uninstallation Tool instead, as it ensures all residual files are completely removed. You can refer to this article for guidance: How to uninstall F-Secure products using the Uninstallation Tool for Windows?

However, if you have already used the Uninstallation Tool, we kindly ask you to generate a debug log so we can further investigate the issue.

Please do not share the debug log publicly in this forum. Once you have generated the log, let us know, and we will send you a private message with instructions on how to share it securely to protect your privacy and security.

Looking forward to your response.

Thank you, and have a wonderful day.

Björn_Gadd84 · March 18

https://community.f-secure.com/en/discussion/comment/140285#Comment_140285

Hi thank you for your reply. I used your uninstallation tool to uninstall then I reinstalled the program. It is still searching through files now a day after the start and it has searched through more files then yesterday but the scan still says 11% searched. Though the files searched count has gone up by a lot.

Firmy · March 18

Hello @Björn_Gadd84

Thank you for your comment.

To help us investigate the issue further, please generate a debug log and share the file with us privately to ensure your security and privacy. I have sent you a private message with instructions on how to submit the file securely.

Looking forward to your response. Thank you.

Firmy · March 21

Hello @Björn_Gadd84

Thank you for your patience. I’ve received feedback from the product team regarding the scan progress display.

Rest assured, the scan continues running as expected, even if the percentage does not always update correctly. To improve this experience, we’ve made enhancements in the upcoming version 25.3 so that the progress indicator updates more smoothly.

Currently, version 25.3 is in beta, and while we don’t have an exact timeline for its production release, any updates will be shared in the release notes.

We truly appreciate your feedback and patience as we continue refining the experience. If you have any further questions, feel free to reach out.

Thank you, and have a wonderful day.

Fl4v1en · March 22

Hello. I have the same problem, but different file, but same general location. Event asking stopping, I just won't do anything. I have to kill the UI with the task manager. (Ignore the warning, it's a false positive. Fsecure gives so much false positive)

EDIT: Nevermind. My client wasn't up to date, for an unknow reason. Logged our from the client and revoking the licence, it decided to udpate.

F-Secure Total: Full manual scan freezes at 11% and not progressing

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