Why Does MetaDefender Core Show a 'Calculate hash error' When Scanning Malicious Files?

Issue

When testing the upload of a malicious file to MetaDefender Core, the system unexpectedly allows the file and displays the following error during scanning:

Archive Extraction: Extraction error Extraction Result Failure Category: Calculate hash error Error Details: Can't get fileinfo to calculate hash: 'Can't open file for reading'

Root Cause

The error occurs because local antivirus software on the system is detecting and handling the malware file before MetaDefender Core can access it. As a result, MetaDefender Core is unable to read the file and generate the necessary hash for scanning.

This typically happens when Real-Time Protection (RTP) is enabled on the local antivirus, causing the file to be quarantined or blocked immediately after upload.

Solution

• Verify file integrity

  • Confirm that the file you submitted is complete and accessible.

  • Re-upload the file if needed and check if the error re-occurs.

• Check anti-virus / real-time protection interference

  • If you are using any anti-virus or endpoint protection on the same machine as MetaDefender Core, check whether the real-time protection has locked or removed the file before the hash calculation.

  • Consider temporarily disabling real-time protection for testing, or exclude the upload/temp folders of MetaDefender Core from the real-time scan.

  • Note: Do not exclude engineprocess.exe if Windows Defender (or any AV) is used both as the local AV and as an AV-engine inside MetaDefender Core. (See related KB for exclusion guidelines.)

• Check folder permissions and storage capacity

  • Ensure the service account running MetaDefender Core has read/write access to the upload folder and temp directory.

  • Verify there is sufficient free disk space in the partition that holds the upload/temp folder.

  • If the file is large or part of an archive, ensure it can be extracted and processed.

• Review Core logs for additional details

  • On Windows: check C:\Program Files\OPSWAT\MetaDefender Core\logs\* for messages around the “Calculate hash error”.

  • On Linux: check /var/log/metadefender-core/ (or equivalent) for more context.

• Retest the submission

  • After applying the above checks/remediations, resubmit the file for scanning.

  • If the error disappears, you have resolved the root cause.

  • If the error persists, collect the upload file, the logs (with debug if possible) and open a support case with OPSWAT.