Failed Scan - Twice?

[SandraF]

I ran the Malwarebytes update last night and started a Full System Scan. It failed at 28 minutes. Tried again this morning, failed again.

I ran my Norton Update and scan this morning with no problem, but it didn't find anything.

Does "White Sky" mean anything to anyone? It's where this morning's scan failed, and I seem to recall hearing something really bad about it,

but I'm an 'ignorant' user rather than 'informed'. I'm running Windows Vista Home Premium SP2.

In the past two days my 'mixer' has popped up and stayed up - even if I reboot. Don't know if it's related, but it's irritating.

Help?

[daledoc1]

Hello and welcome to MBAM, SandraF:

Sorry you are having trouble scanning with MBAM.

There are many possible reasons, ranging from a corrupt file to conflicts with your antivirus, to bad hard disk sectors, to infection.

In order to better assist you, can you please provide a bit more detail about your exact problem and your system?

• What Windows OS (XP, Vista, 7)?
  
• What Service Pack?
  
• What version of MBAM (current is 1.51.2.1300)?
  
• What database version (current is 8249)?
  
• What EXACT Norton product (NIS or Norton 360, etc) and version of anti-virus, anti-malware and/or firewall software do you have?
  
• Do you use a router to connect to the internet?
  
• Have you recently been infected or are you now experiencing any signs of infection (popups, browser redirects, IP blocks, program crashes, trouble updating Windows, etc)?
  
• When you say the scan "fails", is MBAM crashing, or just stalling on a particular file?
  
• What is the EXACT text of any error message, if any, you get from MBAM?
  

In the interim, you might find some helpful information in the FAQ - Malwarebytes' Anti-Malware won't run or failed to resolve my issues Things to try.

Thanks!

daledoc1

PS: Please use the button instead of other ones when you reply here and at the other forums, so that it will be easier to read.

[SandraF]

Hi, Daledoc1.

Windows Vista Home Premium

Service Pack 2

MBAM 1.51.2.1300 - updated twice today

Using the Pro version, rather than the free download

DB version is 8249 - updated twice today

Norton N360 (through Comcast), version 5.1.0.29

Internet connection is through wifi (Comcast)

Haven't noticed any anomalies with my system except as noted in my e-mail (my sound mixer won't go away)

MBAM keeps stalling at C:\ProgramData\WhiteSky\IDVault\ConstantGuardProtectionSiteUpdate.txt

I've changed my folder view settings to show Hidden Files and opened this log file. The last three days of updates showed:

==============

[07/23/2011 06:08:59] Notice Checking if update is available

[07/23/2011 06:08:59] Notice Downloading file: http://updates.idvault.com/1.0.718.2/21/version.txt

[07/23/2011 06:08:59] Debug Update file C:\ProgramData\White Sky, Inc\ID Vault\ProductVersion.txt finished downloading

[07/23/2011 06:08:59] Notice Current version: 1.0.718.2, Target version: 1.0.718.2

[07/23/2011 06:08:59] Notice Update Available = False

[07/23/2011 18:39:57] Notice Checking if update is available

[07/23/2011 18:39:57] Notice Downloading file: http://updates.idvault.com/1.0.718.2/21/version.txt

[07/23/2011 18:40:01] Debug Update file C:\ProgramData\White Sky, Inc\ID Vault\ProductVersion.txt finished downloading

[07/23/2011 18:40:01] Notice Current version: 1.0.718.2, Target version: 1.0.718.2

[07/23/2011 18:40:01] Notice Update Available = False

[07/24/2011 07:05:12] Notice Checking if update is available

[07/24/2011 07:05:12] Notice Downloading file: http://updates.idvault.com/1.0.718.2/21/version.txt

[07/24/2011 07:05:12] Debug Update file C:\ProgramData\White Sky, Inc\ID Vault\ProductVersion.txt finished downloading

[07/24/2011 07:05:12] Notice Current version: 1.0.718.2, Target version: 1.0.718.2

[07/24/2011 07:05:12] Notice Update Available = False

[07/24/2011 19:05:11] Notice Checking if update is available

[07/24/2011 19:05:11] Notice Downloading file: http://updates.idvault.com/1.0.718.2/21/version.txt

[07/24/2011 19:05:11] Failure An error occured performing the download. Exception: The remote name could not be resolved: 'updates.idvault.com'

[07/24/2011 19:05:11] Failure Unable to download C:\ProgramData\White Sky, Inc\ID Vault\ProductVersion.txt product version information. Exception: The remote name could not be resolved: 'updates.idvault.com'

[07/25/2011 15:50:50] Notice Checking if update is available

[07/25/2011 15:50:50] Notice Downloading file: http://updates.idvault.com/1.0.718.2/21/version.txt

[07/25/2011 15:50:50] Failure An error occured performing the download. Exception: The remote name could not be resolved: 'updates.idvault.com'

[07/25/2011 15:50:50] Failure Unable to download C:\ProgramData\White Sky, Inc\ID Vault\ProductVersion.txt product version information. Exception: The remote name could not be resolved: 'updates.idvault.com'

======

I'm not getting any error messages. It just hangs and, when I try to close the program, I get a "Not Responding" error on the window and have to open the Task Manager to close the program.

Hopefully this answers all of your questions - I did browse the MBAM site to see if there was anything I could try but nothing jumped out at me. Based on the above, do you have any suggestions?

Thanks!

[daledoc1]

Thanks for the info.

A quick Google search of "whitesky" turns up a (?) legitimate program called ID Vault.

hxxp://www.idvault.com, by White Sky inc.

However, there is also a hxxp://www.whitesky.com, and that one sounds a bit more iffy.

It appears that the MBAM hangup seems to relate to this program in some way.

Does "IDVault" sound like a familiar program to you that might be installed on your computer?

If you go into the Windows control panel > add/remove programs, do you see something named IDVault installed?

Anyway, I am just a home user.

We'll need to wait for one of the experts to advise you.

They might need some additional info about your system before knowing how best to proceed.

Question: Was everything working OK with Norton and MBAM until today?

Thanks for your patience!

daledoc1

[SandraF]

Hi!

While I was waiting to hear back from you, I went to the Xfinity security site.

I did not have any problems with Norton / Malwarebytes before today - bought the Pro version about 8 weeks ago and run all my scans - N360, MBAM and Windows Defender - weekly.

Turns out the White Sky on my system is legit - it's part of the N360 download free to Comcast internet customers - it's the White Sky software to block keylogging. Thinking that my validation signature for my N360 installation might be out of date (I can't remember when I downloaded it, so it might be well over a year old), I went ahead and downloaded the software again.

I haven't yet had a chance to try running another MBAM scan, but I'll do that and keep my fingers crossed that the re-download and install solved the problem with the IDVault hang. I'll let you know since it might also help others with the same or a similar problem.

S.

[SandraF]

And, I'm back.

The scan got past the file that was hanging it before, but hung on another file in the same directory. Since I think it may be related specifically to the N360 installation, I'm also on the Norton forum, but if anyone here can help figure this out, it would be much appreciated.

S.

[daledoc1]

Hi, SandraF:

Well, it sounds as if MBAM might be somehow clashing with IDVault and/or Norton.

Until someone more expert has a chance to weigh in, the first thing that comes to mind is to be sure all 3 programs have their respective mutual exclusions and permissions set. This is always a good idea, anyway, to optimize system performance.

For N360, please see the FAQ - Section J. I think this tutorial might be for an older version of N360, but the process should be roughly the same.

I would also be sure that both N360 and IDVault are added to MBAM's ignore list. The basic steps for this are below (although I don't know the exact file path for the N360 and IDVault program folders - I've attached a screenshot from my own rig showing what it looks like for *my* security suite, to give you an idea).

• Open Malwarebytes' Anti-Malware and click on the Ignore List tab.
  
• Click the Add button on the lower left.
  
• In the small browse window that opens, navigate to C:\Program Files and click once on Norton360 (or whatever that folder is called) and click OK.
  
• Do the same for ID Vault.
  
• Close Malwarebytes' Anti-Malware.
  

You might want to reboot the system once after doing this, for good measure.

If all that that doesn't work, then the next step would be to try the steps outlined in the tutorial in the FAQ - Section L. That *ought* to resolve the sort of issue you're experiencing.

If not, then we'll have to go to Plan B!

Thanks for your patience,

daledoc1

[SandraF]

Great!

I've done as you've suggested and once I finish this I'll check the Norton forum to see if they have anything to add, then I'll shut everything down and restart.

Thank you so much for your help! What with one thing and another, I might actually be able to get this working again!

S.

[noknojon]

Hi -

Just as a sideline, you can disable Windows Defender, as this means you actually have 2 Antivirus programs running.

This can cause a minor clash with your Norton program.

It is not major, but is not ideal for you to run both of these programs.

How are the quick scans running ?? Can you open Malwarebytes and just click Scan and Quick Scan, then SCAN, not Full scan.

Thank You -