Windows Defender Offline scan switches to Quick Scan

[Joseph221]

Hi,

I'm having trouble when I try to do a Windows Defender Offline scan. I get as far as the box "Windows Defender Offline" - the point before the scan starts - but once it starts it switches to Quick Scan. I'm wondering if I might have an infection that would be picked up by Defender Offline and the malware stops it scanning.

Advice appreciated. Thanks.

[Jeet_singh]

@Joseph221,

Thank you for showing your interest in HP Support Forums. It is a great place to find the help you need, from other users, HP experts, and other support personnel. I see from your post you have a concern related to Windows defender. Don't worry I'm going to help you with this.

To provide you with an accurate solution, I'll need a few more details:

Do you have any Anti-virus program installed on the PC?

Have you tried to enable Windows defender from Control panel?

In the meantime, let's try these steps here: 

If you have two programs installed on your PC, they might conflict each other. Windows defender is a default program which goes with the computer.

In your scenario, when you try to run Windows defender, the other program will take over and not let it run.

If you feel that the computer is infected, you can try to run a complete scan using the Antivirus program installed on your PC.

Alternatively, If you have accidentally uninstalled the Windows defender, please try these steps which should help you resolve this issue.

Step 1: Enable Windows defender from control panel 

1.    Press Windows + X, Click on control panel.

2.    On right top corner click on View and then choose large items.

3.    Now from the list click on Windows Defender and try to enable it. 

If not try to enable it from services. 

Step 2: Enable Windows defender from services.msc. 

1.    Press Windows + R, to open run prompt.

2.    Type services.msc and press enter to open services list.

3.    Under services look from Windows defender service and start the service.

Could you please respond to this post with the details and with the results of the troubleshooting as this will help me in further assisting you.

Eagerly waiting for your response!

that said, If the information I've provided was helpful, 

give us some reinforcement by clicking the solution and kudos buttons, 

that'll help us and others see that we've got the answers!

Good Luck.

[Joseph221]

Dear Jeet,

Thank you for this excellent response. I'll get back to it later today and follow your advice and then answer the questions you ask. I can't tell you how grateful I am for you bothering and I look forward to following the steps you have outlined.

Best wishes,

Joe

[Jeet_singh]

@Joseph221,

Thank you for replying,
Please take your time and get back to me with the results,
 
I'll be awaiting your response and would be glad to help.
 
Feel free to post your query for any other assistance as well,
It's been a pleasure interacting with you and I hope you have a good day ahead.
 
If you wish to show appreciation for my efforts, mark my post as Accepted Solution.
And click on the Purple Thumbs up icon at the bottom of my comment. 

Regards,

[Joseph221]

Dear Jeet,

Thank you for your advice. Here’s what I found:

My security programmes are Windows Defender, Malwarebytes free version, MacAfee Web Advisor, MacAfee Secure Search, and MacAfee Security Scan Plus

All four of the Windows defender programmes were shown as “running”, ie W/D Antivirus Network Inspection Service; W/D Antivirus Service; W/D Firewall, and W/D Defender Security Service. I didn’t need to enable any of them.

I ran a W/D full scan and it found 0 threats. It stopped scanning when I opened my browser (Firefox) and started up again when I closed the browser.

I ran a Quick Scan and it continued running while the browser was open. It found 0 threats.

I tried to run a Defender Offline scan and the problem which is the subject of this thread occurred again. Unlike the other two scans it asked me “to allow the app to make changes to your device” and when I clicked Yes it restarted and went to blue (again starting with the Defender Offline box but scanning with Quick Scan and staying in blue.)

I ran a MacAfee Security Scan Plus and it found no issues. I then ran Malwarebytes and it found no threats.

I checked my Updates and only eleven updates showed from July. They were for only two programmes – Security Update for Adobe Flash Player and Security Update for Microsoft Windows. I used to get many more Updates, including a monthly Malware Detection Tool that updated and ran automatically.

Grateful for further advice. Regards, Joe

[Jeet_singh]

@Joseph221,

Thank you for replying,

After reviewing your post thoroughly I see that you have multiple anti virus program installed on your PC, It's always recommended to have only one program installed or else they might create conlict.

In you case, I would suggest you try to disable and enable windows defender and check if that helps.

Alternatively, you can try to run a sfc scan on your PC: 

In Windows, search for Command Prompt. In the search results, right-click Command Prompt and select Run as administrator. Then click Yes.

In Command Prompt, type sfc /scannow. Make sure to include the space between sfc and the /.

Press Enter and wait while System File Checker scans for corrupted files.

When scanning is complete, the results are displayed on the screen.

If the file checker found and replaced any corrupted files, restart the computer and check the performance.

If the file checker did not find any corrupted files or found corrupted files but could not replace them, go to the next step.

If System File Checker finds corrupted files but cannot replace them, use the Deployment Image Servicing and Management (DISM) tool. DISM checks the corrupted files; then downloads and replaces the files using Windows Update.

In Windows, open a web browser.

   NOTE:

You need to be connected to the Internet to use DISM.

In Windows, search for Command Prompt. In the search results, right-click Command Prompt and select Run as administrator. Then click Yes.

In Command Prompt, type dism.exe /Online /Cleanup-image /Restorehealth. Make sure to include the space before each / in the command line.

Press Enter and wait while DISM works. This might take several minutes.

If DISM finds corrupted files, it replaces them using Windows Update. If this occurs, after DISM is finished, restart your computer and see if the performance has improved.

If nothing helps, then the last option would be to perform a system reset on the pc. For more details, please follow this link: HP PCs - Resetting Your Computer (Windows 10)

Let me know if those steps worked for you.

If they did, that’s awesome!

Give us some reinforcement by clicking the solution and kudos buttons,

That’ll help us and others see that we’ve got the answers!

Good Luck.

[Joseph221]

Dear Jeet,

Apologies for the delay in replying. I really do appreciate your help. 

First I uninstalled the spare programmes as you suggested.

However the only way I could identify to disable WD was to uninstall it, which I was reluctant to do, but I followed your excelllent instruction and performed an scf scan which I understand does what the disabling act would do and more anyway. The scf scan came up negative ie no "irregularities" were found.

I am reluctant to to do a system restore for the moment - partly lack of confidence, partly because in the course of exploring your other suggestions I discovered that all the updates (definition and malware detection tool) were in fact getting through. They were hidden so I hadn't realised they were there.

So the problem still remains but it isn't as concerning anywhere near as much so I'll try again at a later point.

Is there a way of registering my thanks even though I can' say the problem is solved? Regards.

[The_Fossette]

@Joseph221,

I am responding on behalf of @Jeet_singh as he is out for the day. It is great to have you back and your patience is greatly appreciated.

Thank you for keeping us posted. If any other questions arise, please feel free to write back to me.

Good day! Take care 🙂

Cheers!