SecureAPlus, Number of Infected Files.

[ronald739]

Hi Sinlam,

Not to sure if this is a bug or not, but after every reboot I get Number of infected files "4"

But after a complete scan it always comes back as Number of infected files "1"

[sinlam]

Hi Sinlam,

Not to sure if this is a bug or not, but after every reboot I get Number of infected files "4"

But after a complete scan it always comes back as Number of infected files "1"

Hi ronald739, sorry for my late reply. Can you please email the log file from "C:\ProgramData\SecureAge Technology\SecureAge\log\UniversalAV.log" to secureaplus@secureage.com? This will help us to investigate further.

[ronald739]

Logs sent via email.

[sinlam]

Received the log. Thanks. We will look into this and let you know.

[sinlam]

Hi ronald739,

To help us in our further investigation, we need the following information from you:

1. When you access the SecureAPlus Account Portal, did you see 4 infected files or 1 infected file? You can check the information by clicking on "My Devices" at the top navigation menu.

2. Does it consistently show the same scanning results after every reboot and after every complete scan?

[ronald739]

Hi sinlam,

1. When you access the SecureAPlus Account Portal, did you see 4 infected files or 1 infected file? You can check the information by clicking on "My Devices" at the top navigation menu.

Yes. 4 infected files and not 1.

I'm presuming with the "SecureAPlus Account Portal" you like this information posted in the Beta Forum ?

2. Does it consistently show the same scanning results after every reboot and after every complete scan?

Yes it shows the same scanning results with " 4 infected files" and after a complete scan there is only "1" every time.

If needed i will put these files as ignored in SAP.

[sinlam]

Hi ronald739,

We need more information from you as we can't reproduce your problem.

1. When doing the complete scan, which button did you click?

From the main console:



or here:



2. Did you close SecureAPlus window while the complete scan is still in progress and then come back again to check the scanning status? Or did you wait for the entire complete scanning process to finish?

3. It will be useful if you can share with us the detailed steps about how you did the complete scan.

You can either post your reply here or email to secureaplus@secureage.com

[ronald739]

Hi sinlam,

We need more information from you as we can't reproduce your problem.

1. When doing the complete scan, which button did you click?

From the main console in screenshot No. 1

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2. Did you close SecureAPlus window while the complete scan is still in progress and then come back again to check the scanning status? Or did you wait for the entire complete scanning process to finish?

No i did not close SAP window while the scan was in progress.

---------

3. It will be useful if you can share with us the detailed steps about how you did the complete scan.

After starting my system (cold boot) i get the flyer that my system is infected, which i click on more details and it shows the 4 infected files. After opening SAP from the Taskbar (WIN 7 64) and completing the full scan it always shows that my system only has 1 infected file. But before the complete scan it always shows that there are 4 infected files.

[sinlam]

Hi ronald739,

Thank you for your valuable information. It is extremely helpful as we can reproduce the problem now. We will fix it in the next version.

[ronald739]

Hi sinlam,

No worries. Happy to help.