Sometimes, when conducting scans on the Intego ONE Antivirus feature, the scan might freeze or fail. This type of issue is caused by many factors, such as but not limited to the following:
- Resource exhaustion: Having too many other apps or tabs open can overload your MacBook's processing power, which hinders the scan progress.
- Software conflicts: Running two or more security/cleaner apps at once often causes them to interfere with each other, leading to a system hang.
- Hardware issues: Overheating or faulty internal components, like memory, can cause a freeze when the Mac is under the heavy load of a scan.
General troubleshooting steps
Step #1: Use the latest version of Intego ONE
Ensure that you are using the latest version of the Intego ONE app.
Option A: Check for Updates Manually
- Click the application icon in the taskbar.
- Select Open to view the application Dashboard.
- Go to Settings.
- In General Settings, click Check for updates manually.
Option B: Uninstall and Reinstall
- Click the application icon in the taskbar.
- Select Open to view the application Dashboard.
- Navigate to your Mac's taskbar and choose Help.
- Select Uninstall from the drop-down menu.
- Confirm the removal of all associated files and data by clicking Uninstall in the pop-up window.
- Enter your Mac Admin password to authorize the application's removal
- Re-enter your Mac Admin password when prompted to remove system extensions (like Full Disk Access and Network permissions).
- Reinstall the application using the installer link.
Step #2: Modify Scan Settings
Modify scan settings to exclude certain items from the scan. Start by disabling scans for Archives first. Only proceed to the other option if the previous one didn't resolve the issue.
A. Uncheck “Scan Archives”
- Click the application icon in the taskbar.
- Select Open to view the application Dashboard.
- Go to Settings.
- In Antivirus Settings, uncheck Scan Archives.
- Return to the Main Dashboard and navigate back to the Antivirus Settings.
- Reattempt the desired scan (Full Scan or Quick Scan).
B. Uncheck “Detect Windows Malware”
- Click the Intego icon in the Taskbar.
- Select Open to view the application Dashboard.
- Go to Settings.
- In Antivirus Settings, uncheck Windows Malware.
- Return to the Main Dashboard and navigate back to the Antivirus Settings.
- Reattempt the desired scan (Full Scan or Quick Scan).
Step#3: Force Quit and Restart
- Force Quit: If the app is unresponsive, press Command + Option + Escape (⌘ -⌥ - esc) simultaneously, select the frozen app, and click Force Quit.
- Reboot: Restart your Mac normally via the Apple menu. For a hard restart if the entire system is frozen, hold the Power Button for 10 seconds until the screen turns black, then turn it back on. Once rebooted, reattempt the desired scan.
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Review Exclusions and Conflicts
- Multiple Security Tools: Running two real-time antivirus apps simultaneously can cause them to conflict and freeze the system. Disable or uninstall one.
- Scan Exclusions: If the scan always freezes at a specific file or percentage, try excluding that specific folder (like large backup folders or network drives) from the scan settings to see if it completes.
Intego Privacy Protection Support
If you still have questions about using your Intego software and cannot find the answer in this guide, please check our Knowledge Base for answers to the most common questions:
Still have questions about using your Intego software? We're here to help! Support is available online via our website, live chat, or e-mail.