Resolving Scan Stuck at a Specific Percentage

Resolving a Stuck Scan

If a scan appears to be stuck at a specific percentage for an extended period, it usually means the scanner is processing a large, complex, or corrupted file. Here is how to diagnose and resolve this issue.

Understanding Why Scans Pause

Scans may appear stuck when processing:

• Very large files (over 1 GB)
• Deeply nested compressed archives
• Corrupted files that cause the scanning engine to retry
• Encrypted containers or virtual disk images
• Files on slow external drives or network locations

Resolution Steps

• Step 1: Check the scan detail view. Click on the progress bar to expand it and see which file is currently being scanned. Note the file path.
• Step 2: Wait at least 15 minutes. Some files legitimately take longer to analyze, especially large compressed archives.
• Step 3: If the scan is still stuck, click Skip File (if available) to move past the problematic file.
• Step 4: If there is no skip option, cancel the scan and add the problematic file to the exclusion list, then restart the scan.
• Step 5: If stuck scans occur frequently, lower the archive scanning depth in Settings > Scanner > Archive Settings.

Reporting Persistent Issues

If scans regularly get stuck on the same file, submit a diagnostic report to our support team. Navigate to Settings > General > Generate Diagnostic Report and email it to [email protected].