I
Neophyte

Neophyte

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160 Points

Saturday, November 18th, 2023 2:59 AM

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Antivirus one Macbook

When attempting a full scan or quick scan the app quits unexpectedly. Macbook air sonoma 14.1.1

Brand User

Trend Security Expert

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129 Messages

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2.7K Points

5 months ago

Hi @ianssmith1
To further check on this issue, may we know if there is certain percent when the app happens to crash? Make sure also the your Antivirus One is up-to-date.


Neophyte

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4 Messages

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160 Points

Quits instantaneously. I have tried the uninstall / reinstall / update with the same results.

Brand User

Trend Security Expert

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66 Messages

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1.4K Points

 
Since you already performed the basic troubleshooting steps, please proceed by doing the following:
 
1. Recreate the issue by initiating the Smart scan once more.
2. If it crashes, re open the antivirus one.
3. From the top right corner, look for "Technical Support"
4. Indicate your comment/summarization of the issue and put a tick on the "Debug Logs"
 
Once our team receives the required logs, they will reach you via email for further updates.
 

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