Not responding after finding two objects in additional items

[Dragonwalker]

Hello,

I have an issue that I don't know how to fix.

Yesterday when using my computer I had an alert sound and when I reduced the program I was working in I saw an update window (the actual updating screen) for Malwarebytes, even though I hadn't told it to update (I have been having a window pop-up saying outdated for a while and had not had a chance to do it).

After this happened I opened Mozilla and had to relog into pages that I normally don't have to. I got a little worried about this so did not log into anything too sensitive (i.e. email etc) and I ran Malwarebytes and AVG. AVG found one corrupted file to do with an Adobe presenter and I removed it. Malwarebytes locked up halfway through a quick scan. I tried again and it did the same thing.

So I ran a full scan and it ran for a couple of hours and 500000 objects later it found 2 objects and then stopped and was unresponsive. I therefore ran the quickscan again (which also found two objects but immediately stopped).

I even tried it in safe mode, uninstalled and re-installed MB and even restored my computer to 3 days ago and ran again (also removing the other object again in AVG first).

It scans through all the system files and the objects found are when it is flying through 'additional files' at the end.

I need to get rid of these but can't even see what they are because it locks as SOON as it finds them.

Please help. I work from home and need to be comfortable logging into accounts.

Thank you so much.

[daledoc1]

Hello and welcome, dragonwalker:

Sorry to hear your scans are freezing.

This could be due to a clash between MBAM and your AV, especially if you don't have the mutual exclusions set between them.

More info on freezing scans here: http://forums.malwar...post&pid=417944

Also, if you reinstalled MBAM multiple times, you didn't mention whether you ran the cleanup utility (mbam-clean.exe) and rebooted before you reinstalled.

If you didn't, then that could also cause problems (minor corruption, etc).

Having said all that, if you think you are infected then that could also be contributing to/causing your current issues.

If so, then it would be advisable to have a qualified malware expert assist you with detection and cleaning.

We cannot work on malware removal in this sub-section of the forum, so please read below for assistance with cleaning your system.

IMPORTANT: Please do NOT use any temporary file cleaners unless instructed to do so - they can cause data loss, making recovery difficult.

There are some excellent, self-help tutorials on getting MBAM to run on an infected system in the FAQ: HERE and in the KB section: HERE.

IF YOU WOULD LIKE EXPERT HELP WITH MALWARE REMOVAL, PLEASE CHOOSE ONE OF THE FOLLOWING 3 OPTIONS:

OPTION 1: Free, one-on-one, expert assistance in the Malware Removal Forum. (Please see helpful tips below.)

OPTION 2: For licensed users of MBAM PRO, there is free, one-on-one, expert assistance from the MBAM support helpdesk.

OPTION 3: Fee-based, one-on-one, expert assistance from Premium Support.

OPTION 1:

• Please print out, read and carefully follow the instructions in the "I'm Infected - What Do I Do Now?" sticky topic.
  
• -->If the infection has so crippled the computer that you cannot complete some or all of the steps, then just do the best you can and start a new topic as described below.
  
• Then please start a new post in the Malware Removal Forum.
  
• An authorized, trained malware expert will provide free, one-on-one assistance as soon as one becomes available.
  

• -->>When starting your new post, please note the following:<<--
  
• Please do NOT post in a topic started by someone else, even if their problem sounds similar.
  
• Please COPY/PASTE the requested logs directly into your post, rather than attaching them.
  
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OPTION 2:

If you are a paid user of MBAM PRO and would like support via the helpdesk, please contact them HERE.

OPTION 3:

If you prefer the Malwarebytes Premium Services (comprehensive solutions to all your computer support needs – from installation and set-up to troubleshooting and tune-ups), please go to the Premium Support site HERE.

Please be patient – someone will assist you as soon as possible.

Thank you very much,

daledoc1

[Dragonwalker]

Thank you.

I ended up noticing that the scan ran a few files after the 2 infected items were found (barely perceivable) so the next time I ran it (after removing and reinstalling MB with the correct cleaner) I got ready and quickly clicked abort the split second that the red 2 appeared.

this allowed me to view them and remove them (they were pup bundles). I figured I would run a quick scan again.

The issue is it still locked up at around the same time (but no threats found).

I have therefore created a DDS log right after and will post it in the appropriate place, but does it sound as if in fact my computer may be clean now? It had gone through all the system files, these others were in the 'additional files'.

[daledoc1]

Hi:

Thanks for the update.

Yes, a clean reinstall of MBAM (running the removal tool and rebooting in between), plus setting mutual exclusions between MBAM and one's AV usually resolves minor freezing issues, if the system is not infected or otherwise damaged.

I'm neither qualified nor authorized to provide malware advice, as I'm just a home user and forum volunteer.

So, if that's still a concern, it would be best to have the malware experts review your DDS logs and advise you further.

If it turns out to be something other than malware (software conflict, bad disk sectors, corrupt files, etc), they will likewise advise you further to resolve the issue.

Thanks for your patience,

daledoc1

PS FWIW, PUP = Potentially Unwanted Program. These are legal software (toolbars, etc) that MBAM will detect, but that it will not automatically flag for removal, since, as legal software, they may be something you intentionally installed and want on your system.