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It’s been in the news this week – Panda antivirus software has labelled itself as malware.

The BBC are reporting that after an update, essential components in two Panda Security antivirus programs became corrupted, leading them to be mistakenly identified as malign and quarantined.

Nebula have had a few businesses get in touch this week about Panda effectively stopping computers from functioning properly with some even unable to boot up. We’ve been closely monitoring the situation and helping these businesses roll out Panda’s solution to the problem.

We have a major bit of advice for people running Panda currently that has not been updated.

DO NOT RESTART YOUR COMPUTER.

If you need any assistance restoring your computers back to their original state – please don’t hesitate to contact the Nebula Support Team on 01454 534 009 or via support@nebulait.co.uk.

PandaLogo

Panda Support Release Fix

Symptoms

Issue with the signature file of 11 March 2015 that that might have affected our PCOP and Retail 2015 customers. This issue may have caused some files to be moved to quarantine.

Solution

The signature file was repaired immediately. Additionally, a solution for all affected products has been automatically deployed. However, in certain environments it is possible for the incident to persist.

Scenario 1: The computer boots up normally

Please, follow the steps below:

  1. Run cmd (command line) as administrator.
  2. From the cmd window, type in the following and press Enter after each command.sc stop psinprot
    sc stop psinaflt
    sc stop nanoservicemain
  3. Download and unzip the ps-recovery.zip file.
  4. Now, open the ToolLauncher.bat file by double-clicking on it.
    Whilst running the recovery tool, open the quarantine folder to see items being removed from there as they are placed back into the original location.

    • In Windows 7 onwards: C:\ProgramData\Panda Security\Panda Security Protection\Quarantine
    • In Windows XP: C:\Documents and Settings\All Users\ProgramData\Panda Security\Panda Security Protection\Quarantine
  5. A window showing the progress of the tool will be displayed. It may take a few minutes.100045-newcmd
  6. IMPORTANT! Please wait for the process to conclude. Once all the files from the quarantine have been removed from the folder and restored to the original folder, the tool window will disappear. Run the tool as many times as necessary until ALL the files from quarantine are totally restored.
  7. Restart the computer and check the issue is solved.

Scenario 2: The computer cannot login in Windows

Start your computer in Safe Mode and carry out the previous steps to run the tool.

Panda Security have issued the following updates so far :

  • UPDATE – Thursday 11:30 (CET), 12 March, 2015Additional scenarios and instructions -COMCTL32.dll or other (DLL) files missing- added to the support article:
    http://www.pandasecurity.com/usa/enterp … ?id=100045
  • UPDATE – Thursday 3:30 (CET), 12 March, 2015Tool to fix the issue is now available. The tool is to be used if the previous automatic deployment of solution did not work
    Please refer to the Support article:
    http://www.pandasecurity.com/usa/enterp … ?id=100045
  • UPDATE – Wednesday 21:30 (CET), 11 March, 2015
    The solution which restores the quarantined files has been automatically deployed in all the affected products. We are working on on a tool to be installed on those computers which require a manual installation of the solution. We will keep informing. Please always refer to the web article to get the latest information regarding this issue.
  • UPDATE – Wednesday 20:00 (CET), 11 March, 2015[/b]
    We are currently certifying the tool that solves the issue. As soon as it is available, we will publish it in this article.
  • Wednesday, 14:00 (CET) March 11th 2015We inform you that we have had a problem with our signature file that might have affected our PCOP and Retail 2015 customers. This issue causes some files to be moved to the quarantine.
    The signature file has already been replaced, so this situation should not recur. Nonetheless, we advise our customers not to restart your computer. At Panda Security we are analyzing the impact and working to restore the situation at the endpoint.

If you need any assistance restoring your computers back to their original state – please don’t hesitate to contact the Nebula Support Team on 01454 534 009 or via support@nebulait.co.uk.

 

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