Anti-Malware scan failures and cancellations

Empty configuration

31

Malware Scan could not be started. This is caused by an empty Malware Scan configuration.

1. From the Computer or Policy editor, go to Anti-Malware → General.
2. Make sure a Malware Scan configuration is assigned to the Scheduled scan.
3. Rerun the scan.

Anti-Malware module is off

30

Malware Scan could not be started. This is because the Anti-Malware module is turned off.

1. From the Computer or Policy editor, go to Anti-Malware → General.
2. Make sure the Anti-Malware state is "On" or "Inherited (On)."
3. Rerun the scan.

Anti-Malware service stops

7

Malware Scan failed because the Anti-Malware service is being terminated.

1. From the Computer or Policy editor, go to Overview → General, and click Check Status.
2. If the Anti-Malware Status is "Anti-Malware Engine Offline," follow the procedure to solve the Error: Anti-Malware engine offline issue.
3. Rerun the scan.

Anti-Malware engine is offline

9

Malware Scan failed because the Anti-Malware engine is offline.

1. Follow the procedure to solve the Error: Anti-Malware engine offline issue.
2. Rerun the scan.

Fail to access configuration

-2

Malware Scan failed because of an inaccessible Anti-Malware configuration. (This may be due to an unexpected internal error or timing issue.)

Other scan task is running

-16

Malware Scan failed because another scan task is in progress. (This may be due to an unexpected internal error or timing issue.)

1. From the Computers page, check the Task(s) column for the target computer to see if another Malware Scan is in progress.
2. If yes, either wait for the current scan task to complete or right-click the target computer and go to Actions → Cancel Malware Scan.
3. Rerun the scan.

Unknown reason on agent

10

Malware Scan failed for an unknown reason.

1. Collect the system event information and follow the procedure to Create a diagnostic package and logs.
2. Contact support.

Cancel by user

1

Anti-Malware scan was canceled manually.

Run the scan again.

Server reboot

32

Anti-Malware scan was canceled, possibly because the computer being scanned was shut down or restarted.

Check that the computer is on and run the scan again.

Anti-Malware service restart

7

Anti-Malware scan was cancelled because the Anti-Malware service was being restarted.

1. From the Computer or Policy editor, go to Anti-Malware → General.
2. Make sure the Anti-Malware state is "On" or "Inherited (On)."
3. Rerun the scan.

Deep Security Agent restart

6

Anti-Malware scan was cancelled because the agent was being restarted. Check that the Anti-Malware module is online and run the scan again.

Also make sure there is no agent upgrade or policy change taking place during scanning because these tasks may cause the agent to restart.

Unknown reason

-1

Anti-Malware scan was cancelled for an unknown reason.

1. Collect the system event information and follow the procedure to Create a diagnostic package and logs.
2. Contact support.