Panda's Response
I finally got a reply from Panda. I will be using Parallels Security Tools from now on. Here is my correspondence with them with the most recent at the top:
Dear Client,
We have received word back from our developers on this issue. Unfortunately, Panda is currently not certified for use in virtual environments, and the retail products are not currently compatible with Parallels. Development is currently underway to add additional compatibility for Parallels to our corporate products (such as AdminSecure), and compatibility may be added to the retail products at a later date, but it is not on the development roadmap for the immediate future.
Sincerely,
Corporate Support
Panda Security USA
--------------- Original Message ---------------
From: Graden Hudson [###########]
Sent: 11/29/2010 12:58 PM
To: corporatesupport@us.pandasecurity.com
Subject: Re: Panda Antivirus Pro 2010 in Parallels on Windows XP/Windows 7
Okay. I went through all these steps. However, I couldn't complete step 4 because I was never able to find the Memory Dump file. Hopefully, this other stuff will be helpful, though.
Attached is a ZIP file with the other two files you needed.
By the way, the correct email address is ###########. We tried to correct this with CDW at the time of order confirmation, but I guess it was never corrected. Please update your records. Thank you.
--
Graden Hudson
On 11/24/10 12:39 PM, "Tech Support - Corporate"
<corporatesupport@us.pandasecurity.com> wrote:
Dear Client,
We have sent emails to the primary contact on the account, ###########. Since those emails do not seem to have reached you, I am also sending this directly to the email address listed below, ###########.
The Panda Antivirus Pro 2010 program is designed to work on Windows XP/Windows 7. It was not intended to be run on a Mac system. A Windows VM running on a Mac platform should let it run properly, and as you yourself has observed it does so under normal operation. However, when you are switching to Coherence and Crystal view modes, you are not running a true 'clean' Windows VM anymore. That said, we would like to assist you to use the Panda product if at all possible, so we are requesting some information to try to troubleshoot this issue:
1) You are receiving the crash whenever you try to access Coherence or Crystal view mode. Please try turning off sections of the antivirus, then switching to Coherence or Crystal view mode and see if the error persists. Try turning off the firewall, the protection against unknown threats, and the protection against known threats, in that order, testing the switch in view mode after reach. Finally, please try right-clicking on the Panda icon in the system tray and selecting Close Automatic Protection, then test the view mode switch.
2) While running the VM normally (not in Coherence or Crystal view mode), please run the PSINFO20_Vista.exe utility per these instructions: http://support.us.pandasecurity.com/retail/Templates/psinfo.htm . Once you have done so, please reply to this email and attach the PSINFO output file. You may zip this file to reduce file size.
3) While running the VM normally (not in Coherence or Crystal view mode), please click on Start, then Run, then type MSINFO32 and hit Enter. In the window that appears, please click on File, then Export. Please save the file (you can name it MSINFO32.TXT). Please attach this MSINFO32.TXT file when you reply to this email.
4) While running the VM normally (not in Coherence or Crystal view mode), please right-click on My Computer (or "Computer" in the Start Menu) and click on Properties -> Advanced -> Settings -> Start-up and Recovery -> Settings -> Write Debugging Information. Please select Complete Memory Dump, and note the name and location of the dump file to be generated. Then switch to Crystal or Coherence view mode to cause the crash. After doing so, please attach the dump file when you reply to this email. You may zip this file to reduce file size. If the dump file is still very large (ie. too large to be sent comfortably via email), please let us know.
Sincerely,
Corporate Support
Panda Security USA
--------------- Original Message ---------------
From: Graden Hudson [###########]
Sent: 11/18/2010 9:28 AM
To: support@us.pandasecurity.com
Subject: Panda Antivirus Pro 2010 in Parallels on Windows XP/Windows 7
Hello, Panda Security.
This is the fourth time I have attempted to get in contact with Panda Support about this issue.
I emailed Panda support about this issue in July. I was asked by support to provide my activation code for my account which I provided in August, and I have not heard back from you. Can you help me, please?
I have had a problem with running Panda Antivirus Pro 2010 in Parallels on Windows XP and Windows 7 systems.
I run a Mac OS X 10.6.5 machine. I run Windows 7 and Windows XP via Parallels Desktop 5 for Mac. Install runs fine, but when I switch to Parallels' Crystal or Coherence mode, I get stuck in an Explorer.exe crash cycle. Removing Panda Antivirus Pro 2010 fixes the problem. This issue can be recreated every time on my machine and my colleague's machine (also Mac OS X 10.6.5).
Attached is a screen shot of the error message in Windows 7.
I want to use Panda's software as my antivirus solution, but unless this issue is helped, I won't be able to. The Coherence and Crystal view modes are vital to our workflow.
Here is the activation code for our account:
############
Thanks for any help you can provide.
-- Graden
