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    I am having a problem where the Live One Care Tune-Ups do not finish.  This is happening on 5 pc's (4 in my office and my home pc).  The tune-ups were running fine until a couple weeks ago.  Here is the scenario:

     

    The tune-up starts. It successfully completes the first two segments by removing unnecessary files and defragging the hard disk.  It starts to scan for viruses and other potentially unwanted software but gets hung up. Sometimes we are forced to re-boot the pc in order to get the pc working again.  Sometimes Live One Care stays yellow and says that the tune-up was not done.  Other times Live OneCare becomes red and says the Protection Plus is turned off and we are susceptible to viruses.  If we try to turn on the Protection Plus, we can't.  Nothing happens when we click the "Turn On" button. We are forced to re-boot pc.  We then try to run the tune-up again but get the same results as noted above. 

     

    Since tune-ups were working fine a few weeks ago AND since these pc's have nothing in common that could be causing the problem, it must be a Live One Care bug.  Does anyone have a solution?

    Monday, November 24, 2008 3:10 PM

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    The common factor may be that they all have a file that OneCare is banging into and crashing or it may be a common program that is conflicting in some way. And, yes, it could be due to a problem with OneCare rather than a problem on your PCs. I recommend that you contact support for help with this.

    How to reach support (FAQ) - http://forums.microsoft.com/WindowsOneCare/ShowPost.aspx?PostID=2421771&SiteID=2

     

    -steve

     

    Monday, November 24, 2008 5:26 PM
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    I would like to add that I also have been having this same exact problem.  About 5 days ago, I got the annoying reminder to run a tune-up, and since the PC was sitting basically idle, it seemed to be a good time for it.  It chugged away, and later when I went back to check I found the tune-up had hung up, and the automatic scan and firewall protection had been turned off (a RED warning).  I allowed an incident report to be automatically generated and sent to MS, turned the automatic protection back on, then re-started the tune-up.  Went away again, and upon checking back a few hours later, found exactly the same thing.  Again, I allowed an incident report to be sent to MS.  On my PC, in both cases, tune-up successfully passed through the defragmentation steps, and was in the process of a virus scan.  I have several partitioned drives, and I cannot say for certain how many drives completed the scan.  I believe C finished, and possibly D.  My PC has 4 partitions on the main disk (C-F), totalling 100 GB, plus another removable drive (H), 160 GB, that normally is scanned during tune-up.

    Last night I decided to defrag all drives manually, and completed that, then tried launching the tune-up one last time.  Again, the same result -- defrags completed (they went fast in tune-up, because the drives had already been defragged), and scan started, and hung up somewhere after the C drive.  Also, the automatic protection was again turned off.

    Having just defragged my drives, I am now in the process of scanning each drive manually.  So far no scans have hung up, but not all drives have been done yet.

    Seems to be the same problem as described above.  If there is a commonly occurring problem, this should be fixed by MS, especially since the disbaling of automatic protection puts PSs at extreme risk.

    I have read that the OneCare product is being discontinued by MS, although hopefully its support will continue at least through the subscription periods of active subscribers.  There are many annoying aspects to this tool, but overall, except for this hang-up problem with tune-up, I have found it to be an OK product.

    For the time being, I am foregoing any more tune-ups, since it seems I can manually do everything a tune-up does.  However, is there a simple registry edit that can be done to turn off the very annoying reminder to do a tune-up?  E.g., somewhere in th eregistry there must be recorded the date of the last successfullt completed tune-up.  If I could manually change that registry item, would the very annoying tune-up reminder go away?  Please advise.
    Tuesday, December 2, 2008 2:14 PM
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    First of all, support for OneCare will exist through the life of all active subscriptions and subscriptions will be available for purchase and renewal through at least June of 2009.

     

    I recommend that you contact support to diagnose what is causing the virus scan to crash and take down the rest of the protection of OneCare. It is either an infection, a conflict, or a problem with the scan signatures bumping into a file it can't deal with - meaning a broken signature that needs to be fixed by the antimalware team.

    How to reach support (FAQ) - http://forums.microsoft.com/WindowsOneCare/ShowPost.aspx?PostID=2421771&SiteID=2

     

    -steve
    Tuesday, December 2, 2008 2:55 PM
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    I JUST SUBSCRIBE TO LIVE ONECARS AND I'M HAVING THE EXACT SAME PROBLEM. WAS YOUR PROBLEM RESOLVED PLEASE LET ME KNOW WHAT I SHOULD DO. THANK YOU

     

     

    email me @ cynthiahollins22@yahoo.com

    Tuesday, December 2, 2008 4:11 PM
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     PENNYWINE wrote:
    I JUST SUBSCRIBE TO LIVE ONECARS AND I'M HAVING THE EXACT SAME PROBLEM. WAS YOUR PROBLEM RESOLVED PLEASE LET ME KNOW WHAT I SHOULD DO. THANK YOU

     

     

    email me @ cynthiahollins22@yahoo.com

    If Tune-up is crashing, please contact support.

    How to reach support (FAQ) - http://forums.microsoft.com/WindowsOneCare/ShowPost.aspx?PostID=2421771&SiteID=2

     

    -steve

    Tuesday, December 2, 2008 4:35 PM
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    Same problem here. I think it's a Live One Care bug. I've sent in a report last week but haven't heard back. And it keeps on doing the same thing. I'll post if and when I hear something. Please do the same if you hear something first. Thanks
    • Edited by Stephen BootsMVP, Moderator Thursday, December 18, 2008 2:00 PM removed submit icon and code that was pasted into post somehow
    Thursday, December 18, 2008 3:06 AM
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    jcreid2000,

     

    Though it's always possible that a bug is involved, I actually doubt it's likely since if it were there would probably be hundreds of posts here relating to the problem. The small number indicates that each of your PC file systems contain something that aggravates the scanning process, possbily a damaged file or one with improper permissions set. This could be due to an earlier crash of the operating system or PC hardware itself or even caused by some other security or encryption software that is or once was installed on the PC.

    This is why it is recommended that you contact support, sicne there is simply no 'pat' answer we can give you. The only way you can really be helped is by someone with intimate knowledge of both the Windows filing system and the internal operation of OneCare itself.

    It's possible that your individual issues might have something in common, but I doubt that it's anything more specific than what I already mentioned above. Since these would really be flaws within your filing system, there's nothing that can be done at a programming level other than to 'skip' the offending file, which if you think about it for a moment is obviously a bad idea since it's quite possible the problem file could be a malware infection attempting to hide from the antimalware scan.

    OneCareBear

    Windows OneCare Forum Moderator
    Thursday, December 18, 2008 6:37 AM
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    I have also been having this problem on my HP desktop and my Sony VAIO. I would suggest there is something not working with Live OneCare.
    Karen
    Thursday, December 18, 2008 9:14 PM
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    It is certainly possible that there's something wrong with OneCare on the PCs for people reporting this problem. it could be that OneCare has encountered an infected file that it is crashing on or there could be a conflict with other software on the PC. In either case, the best path to investigate this is to contact OneCare support.
     

    How to reach support (FAQ) - http://social.microsoft.com/Forums/en-US/onecareinstallandactivate/thread/30400b52-7f26-4ba0-bc18-17e305329d90
    -steve

    Microsoft MVP Windows Live / Windows Live OneCare Forum Moderator
    Friday, December 19, 2008 3:15 PM
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    Boom, Add me to the problem, same thing hangs at 39% anti virus scan on tune up.  Complete lockup.

    It's been happening for weeks but finally got tired of dealing with it. So here I am will follow other links posted.

    But am wondering why it is so hard to get a SUPPORT link that I have to find it here in a thread instead of straight away at the

    one care main page where it should be.  This may be my last year of onecare service when I can't go directly to a link to support and have

    to browse through the forum.  When someone wants help with a program they pay a subscription for they expect help right away, not have to browse through

    forum posts for an hour or so to try and solve the problem ourselves.  We have to solve a problem on our own time for YOUR software, I don't think so.  I have already spent

    this much time reading and typing this.  I make 100.00 per hour are you guys going to reimberse me for the time I have wasted in your forums and typing this instead of

    having a quick link to email support and get my answer back later...

    Very unhappy at present with Onecare Support...


    JEBurnett
    Tuesday, December 23, 2008 5:04 PM
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    Are you kidding me?

    I just went to the link read that, now I opened onecare per instructions then clicked "contact support" and instead of opening an email link TO SUPPORT, I get further

    instructions on "HOW TO" "Contact" "Support" ARE YOU KIDDING ME???  I have never had this much of a problem to get a dang support email...

    I will definitely be going to another virus program after this.  How complicated to you have to make it to get help? I mean i think I am pretty computer literate so most of the

    people out there that still are not, GOD HELP them if they have a problem with One Care.

    Maybe I should go back to school and graduate from MIT to be able to figure out how to email One Care support....


    all I can say is WOW...

    Tuesday, December 23, 2008 5:19 PM
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    Found the link was looking at bottom of support window,then noticed the link actually on the window frame...

    Filled it out then asked to send the data which failed to make it through, but the ticket was submitted.

    What an ordeal for something so simple as click on support link from main page, then have a support email link.  How hard would that be?



    Tuesday, December 23, 2008 5:38 PM
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    Jeburnett said:

    Found the link was looking at bottom of support window,then noticed the link actually on the window frame...

    Filled it out then asked to send the data which failed to make it through, but the ticket was submitted.

    What an ordeal for something so simple as click on support link from main page, then have a support email link.  How hard would that be?





    As you probably noticed in the FAQ post, I also don't like how hard it is to reach support. The FAQ outlines it as simply as possible, assuming you can call it simple, but it is still a miserable process.
    If you don't hear back from support -
     

    Unofficial path - send me an email at sboots@mvps.org with a subject line including "OneCare" (to get past my spam filtering) and in the message body, tell me what country you are in, your forum nickname, and paste this link:

    http://social.microsoft.com/Forums/en-US/onecarestarttuneup/thread/73696265-9fd3-4966-8a22-edfd437cb3f0
    I am not online 24x7, so you may be waiting for a reply, but I'll do my best to hook you up with support.

     

    -steve

    Microsoft MVP Windows Live / Windows Live OneCare Forum Moderator
    Tuesday, December 23, 2008 7:31 PM
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    Sorry, as you can tell by my posts I was getting a little frustrated.  after all this is my 2nd year with onecare and have only had this one problem so I was a bit hasty to leave over above.  Now I know exactly how to get the email so not to worried for future problems.  Support contacted me already and we are working on the issues looks like maybe a software conflict hanging it will report back once my problem is solved and let you guys know what was the issue with my Tune up Lock up.


    Jim
    Wednesday, December 24, 2008 1:18 PM
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    I can most certainly understand frustration and getting to support can indeed add to the frustration when the PC is misbehaving! Do let us know how it works out with support and have a great Holiday.
    -steve
    Microsoft MVP Windows Live / Windows Live OneCare Forum Moderator
    Wednesday, December 24, 2008 1:31 PM
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    FIxed the problem shut everything down on start up menu then disabled PC Tools Spyware Doctor.  Was locking up the Virus scan.

    So I suggest to all reading this Thread to first type in your run menu  "msconfig"  goto start up menu, click on "Disable ALL".  reboot your pc.  then when you log back on check to make sure no extra aps are running IE pc tools Spyware Doctor etc...  IF they are turn them OFF.  then run Tune up.  After tune up re-activate all the programs you want to start on start up.


    JB
    Monday, January 5, 2009 5:23 PM
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    Thanks very much for the update, JB. Glad to read that you found the source of the problem. I am not familiar with PC Tuneup, but if it is configurable in that you can disable services or parts of it that are running, you should probably do that for regular usage, not just during a scan.

    -steve
    Microsoft MVP Windows Live / Windows Live OneCare Forum Moderator
    Monday, January 5, 2009 6:30 PM
    Moderator