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IbFlffBd
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Message 1 of 11

Full Scan crashes McAfee Cloud AV and stops scan

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I was able to replicate it using Right-Click scan on a hidden protected OS folder on the drive. That folder is "System Volume Information" and the scan crashed the program, stopping it.

McAfee Total Protection - 5 Devices

Version 16.0

16.0 R39

McAfee VirusScan

Build 25.2.133

Engine Creation Date: 10/31/2021

Engine Version: 4606.0

Last update: 10/31/2021

Version: 25.2

-----Begin crash report sent to Microsoft-----

Source
McAfee Cloud AV

Summary
Stopped working

Date
‎10/‎31/‎2021 11:34 AM

Status
Report sent

Description
Faulting Application Path: C:\Program Files\McAfee\MfeAV\MfeAVSvc.exe

Problem signature
Problem Event Name: APPCRASH
Application Name: MFEAvSvc.exe
Application Version: 25.2.133.0
Application Timestamp: 61564d61
Fault Module Name: combase.dll
Fault Module Version: 10.0.19041.1288
Fault Module Timestamp: 7e843d58
Exception Code: c0000005
Exception Offset: 00000000000bedc2
OS Version: 10.0.19042.2.0.0.256.48
Locale ID: 1033
Additional Information 1: 0000
Additional Information 2: 00000000000000000000000000000000
Additional Information 3: 0000
Additional Information 4: 00000000000000000000000000000000

Extra information about the problem
Bucket ID: 0bdd3021108dad0374fc3ea6a1864809 (1512152460285069321)

-----End crash report-----

 

1 Solution

Accepted Solutions
IbFlffBd
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Message 11 of 11

Re: Full Scan crashes McAfee Cloud AV and stops scan

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I believe the case may now be closed.

I did a recent full scan several days ago with the latest update, and it no longer crashed anymore when scanning through the hidden System Volume Information folder.

It sure took around 7 to 8 hours due to HDD capacity of 1 TB (used 328 GB of 930 GB usable space)

View solution in original post

10 Replies
Allwyn_GI
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Message 2 of 11

Re: Full Scan crashes McAfee Cloud AV and stops scan

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Hi @IbFlffBd,

Sorry for the inconvenience. Please perform the following steps and update us the outcome.

  1. Please perform a check-disk and update the outcome.
  2. Please uncheck access protection from McAfee general settings and try updating manually.
  3. Kindly re-check the dialog box of Acess protection after updating McAfee.
  4. Try to exclude the folder mentioned from RTS settings and try running scan and update us the outcome.

Please follow the below article to know about how to exclude files

How to exclude files from virus scans on Windows 

Regards,

Allwyn I

Re: Full Scan crashes McAfee Cloud AV and stops scan

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@Allwyn_GI 

Thought folder exclusion is not a feature McAfee supports

IbFlffBd
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Message 4 of 11

Re: Full Scan crashes McAfee Cloud AV and stops scan

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That does not solve this problem. Also, like someone else mentioned, there is absolutely no way to exclude folders, only files.

Allwyn_GI
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Message 5 of 11

Re: Full Scan crashes McAfee Cloud AV and stops scan

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Hi @IbFlffBd@Peacekeeper,

Apologizes for the information. What we meant was to exclude all the files from system information folder and check the issue status. This is not a resolution, it is just to understand if this folder is the cause for the issue. If incase you have any concerns, feel free to reply to this post or alternatively contact our support team.

McAfee Support Team 

Regards,

Allwyn I 

IbFlffBd
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Message 6 of 11

Re: Full Scan crashes McAfee Cloud AV and stops scan

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This is on Drive C: where Windows is installed on.

The System Volume Information folder is a protected OS folder, which can be shown via File Explorer Options, on the View tab in the Advanced Settings box, and selecting "Show hidden files, folders and drives" and unchecking "Hide protected operating system files (recommended)". Applied the settings to make it so.

Also, access is denied when I try to open the System Volume Information folder as it may be too dangerous as modification could lead to instability.

On scanning that folder, something within that folder is making the Virus Scan crash after 1 file scanned.

Faulting modules for McAfee Cloud AV: combase.dll or KERNELBASE.dll

Faulting app: MfeAVSvc.exe

IbFlffBd
Level 8
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Message 7 of 11

Re: Full Scan crashes McAfee Cloud AV and stops scan

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Temporarily set Read permissions to the System Volume Information folder.

These are the files below that causes McAfee Cloud AV to crash and stop the scan (All files of type "System file").

Upon scanning it, it crashes.

C:\System Volume Information

{1a3f22b5-31c6-11ec-b31b-a41f726d86be}{3808876b-c176-4e48-b7ae-04046e6cc752}

{6e80d3f1-3102-11ec-b318-a41f726d86be}{3808876b-c176-4e48-b7ae-04046e6cc752}

{8b48ba1d-39b6-11ec-b327-a41f726d86be}{3808876b-c176-4e48-b7ae-04046e6cc752}

{9ad10cc9-39c8-11ec-b328-a41f726d86be}{3808876b-c176-4e48-b7ae-04046e6cc752}

{3808876b-c176-4e48-b7ae-04046e6cc752}

{c7eca0f9-2d74-11ec-b312-a41f726d86be}{3808876b-c176-4e48-b7ae-04046e6cc752}

{ffa417a2-2d6d-11ec-b311-a41f726d86be}{3808876b-c176-4e48-b7ae-04046e6cc752}

Now I will disable the Read Permission on that folder.

Allwyn_GI
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Message 8 of 11

Re: Full Scan crashes McAfee Cloud AV and stops scan

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Hi @IbFlffBd,

I have sent you a personal message. Kindly check and respond to it.

Regards,

Allwyn I

IbFlffBd
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Message 9 of 11

Re: Full Scan crashes McAfee Cloud AV and stops scan

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I am posting this solely for information.

This is only happening to my own Desktop computer and not on my separate Laptop. Both are Windows 10 by the way.

It turns out the Virus Scan app is not friendly with restore points created by System Restore.

IbFlffBd
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Message 10 of 11

Re: Full Scan crashes McAfee Cloud AV and stops scan

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Status update:

They recently did observations and collected error logs and crash dumps. I am waiting on the results.

It's only happening on my desktop computer. If they find it inconclusive, I may have to do an in-place upgrade on my computer, by downloading the latest Windows 10 Media Creation Tool, but to be on the safe side I need to uninstall McAfee Total Protection first before the in-place upgrade.

Technicians and moderators may post beyond this only if they have fixed my problem for the next update, or if they find it inconclusive.

To recap, McAfee Cloud AV crashes on a scan, full or otherwise, when it scans restore point files made by System Restore, found with the hidden and protected System Volume Information folder of the disk where Windows is installed on.

This may be my last post here.

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