* INTERNAL USE ONLY *

SCAN ISSUES - SWAT TEMPLATE



Issue Diagnosis
- Please determine if the scan is failing in the Memory, Registry, Cookies or File portion of the scan. If the scan is simply just very slow but does not fail please note that and note how long it has been running.

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- What signs does the customer report that the scan is failing (e.g. computer shuts down/computer bluescreens/displayed file name does not change/error appears/last scan date does not change)? Screenshots where possible are helpful.

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- Was this issue apparent as soon as the software was installed or did it start to occur after the software was installed and after scanning had been shown to work for some period?

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- Is the customer on the current product version?
Yes No Comment

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Issue Troubleshooting

- Does the system have sufficient RAM to run their version of Webroot Software? (system-VBS_MSD.csv) (click here for more info)

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- Please check the system event logs for errors 55, 51, 11, 9, and 7 which might indicate disk or disk controller errors that are preventing updates. If any errors were found did you provide check disk instructions? If there are disk or disk controller errors and check disk was tried and the update still fails did you collect updated system event logs so the results can be examined? Please list other suspect events here as well. If no events found please type "N/A".
(click for suggestions)

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- If the scan is failing right at the start of Files (maybe the last item displayed is a cookie) or the scan produces a Spy Sweeper Engine error did you follow the instructions on NoHold located here (click here for more info)? If so what were the mbr.exe results?

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- Have you checked for other running security software?
(click for suggestions)
Yes No Comment

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- Have you applied debug logging and reproduced the scan issue?
Yes No Comment

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- If the sweep is very slow, have you checked the debug logs for repeated instances (100s) of "SSU did not react in time" messages? (click here for more info)

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- Have any custom scans resolved the issue? (eg. scanning only the C: drive, scanning with DDA off, excluding a specific files or folders).

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- If the scan hangs in memory have you checked for "dthtml.exe" running or for "Portrait Displays" or "HP MyDisplay" (system-VBS_MSD.csv or dir-ProgramFiles.txt) installed on the system?

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- If the sweep hangs in memory have you asked the customer if they over clock the CPU? If they do, have them revert to default setting and try scanning again.
Yes No Comment

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- If the system shuts down during a scan have you checked for overheating? (click here for more info)
Yes No Comment

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- Before escalating to CAG have you collected the very latest logs?
Yes No Comment

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- Paste your WLP results here as well as addtional comments such as NoHold search strings:

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