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MalwareBytes hangs on Heuristic Scan. Laptop is infected.

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I am attempting to clean my daughter's laptop. She was running an expired pre-installed version of MacAfee when she clicked on a link for source data, given to her by her professor, to complete an assignment. Shortly after clicking, the PC was full of advertisements and finally locked up. She brought the laptop to me to fix.


I run Malwarebytes Premium on my PC, so I attempted to clear the PC using MB.


I have tried running Malwarebytes several times and it always gets stuck during the heuristic scan. Originally there was 1300+ PUP detects. I tried running in safe mode with the same results. I downloaded and installed an older version of Malwarebytes it was able to complete a scan and remove most of the PUP detections. I updated to the new version of MBAM and it still hung on the heuristic scan.


I have run scans using MS Defender, and Kaspersky and both scan the laptop as clean.


I downloaded and attempted to run Malwarebytes Anti-Rootkit but it also hung, even when run in safe mode.

I performed the MBAM clean removal process as instructed on the forum, and the scan still hangs.

My gut tells me this laptop is infected.


The laptop is a Dell Series 5 UltraTouch, running 64bit Windows 8.1.


I have attached the FRST.txt and addition.txt files, and the CheckResults.txt


Please take a look. I would appreciate any help you can provide. Thanks.




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They call me TwinHeadedEagle around here, and I'll be working with you.
Before we start please read and note the following:
Limit your internet access to posting here, some infections just wait to steal typed-in passwords.
Please be patient. I know it is frustrating when your PC isn't working properly, but malware removal takes time.
Don't run any scripts or tools on your own, unsupervised usage may cause more harm than good.
Do not paste the logs in your posts, attachments make my work easier. There is a Attach Files option below which you can use to attach your reports. Always attach reports from all tools.
Stay with me to the end, the absence of symptoms doesn't mean that your machine is fully operational.
Note that we may live in totally different time zones, what may cause some delays between answers.
Do not ask for help for your business PC. Companies are making revenue via computers, so it is good thing to pay someone to repair it.
If I don't hear from you within 3 days from this initial or any subsequent post, then this thread will be closed.
icon_idea.gif I can't foresee everything, so if anything unexpected happens, please stop and inform me!
icon_idea.gif There are no silly questions. Never be afraid to ask if in doubt!
P2P/Piracy Warning:

  • If you're using Peer 2 Peer software such as uTorrent, BitTorrent or similar you must either fully uninstall them or completely disable them from running while being assisted here.
  • Failure to remove or disable such software will result in your topic being closed and no further assistance being provided.
  • If you have illegal/cracked software, cracks, keygens, etc. on the system, please remove or uninstall them now and read the policy on Piracy.




First, go to Control Panel and uninstall following (skip lines that cannot be uninstalled):
- AVG SafeGuard toolbar
- Catalina Savings Printer
- CouponBar

FRST.gif Fix with Farbar Recovery Scan Tool

icon_exclaim.gif This fix was created for this user for use on that particular machine. icon_exclaim.gif
icon_exclaim.gif Running it on another one may cause damage and render the system unstable. icon_exclaim.gif

Download attached fixlist.txt file and save it to the Desktop:
Both files, FRST and fixlist.txt have to be in the same location or the fix will not work!

  • Right-click on FRST.gif icon and select RunAsAdmin.jpg Run as Administrator to start the tool.
    (XP users click run after receipt of Windows Security Warning - Open File).
  • Press the Fix button just once and wait.
  • If for some reason the tool needs a restart, please make sure you let the system restart normally. After that let the tool complete its run.
  • When finished FRST will generate a log on the Desktop, called Fixlog.txt.
  • Please attach it to your reply.

    51a612a8b27e2-Zoek.png Scan with ZOEK
    Please download ZOEK by Smeenk and save it to your desktop (preferred version is the *.exe one)
    Temporary disable your AntiVirus and AntiSpyware protection - instructions here.
    • Right-click on 51a612a8b27e2-Zoek.png icon and select RunAsAdmin.jpg Run as Administrator to start the tool.
    • Wait patiently until the main console will appear, it may take a minute or two.
    • In the main box please paste in the following script:
      createsrpoint;autoclean;emptyalltemp;ipconfig /flushdns;bchrdefaults;
    • Make sure that Scan All Users option is checked.
    • Push Run Script and wait patiently. The scan may take a couple of minutes.
    • When the scan completes, a zoek-results logfile should open in notepad.
    • If a reboot is needed, it will be opened after it. You may also find it at your main drive (usually C:\ drive)
    Post its content into your next reply.


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Thanks so much for the quick reply.


I have uninstalled the three programs as requested.

To uninstall Coupon.com I needed to turn off MBAM and reinstall CouponPrinter. My previous scans/fixes damaged the uninstaller.


I cannot find the Fixlist.txt attachment.



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Very good :)
Now let's see how MalwareBytes behave.

51a46ae42d560-malwarebytes_anti_malware. Scan with Malwarebytes' Anti-Malware
Please re-run 51a46ae42d560-malwarebytes_anti_malware. Malwarebytes' Anti-Malware.

  • First of all, select update.
  • Once updated, click the Settings tab, in the left panel choose Detctions & protection and tick Scan for rootkits.
  • Click the Scan tab, choose Threat Scan is checked and click Scan Now.
  • If threats are detected, click the Apply Actions button. You will now be prompted to reboot. Click Yes.
  • Upon completion of the scan (or after the reboot), click the History tab.
  • Click Application Logs and double-click the newest Scan Log.
  • At the bottom click Export and choose Text file.

Save the file to your desktop and include its content in your next reply.

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We deleted some Adware, and that did the trick ;)
Below you will find my thoughts about securing your machine. Go ahead through it, you will benefit from some useful advice about safe computing.

Recommended reading:


:excl:MUST READ - general maintenance: What to do if your Computer is running slowly?

Recommended additional software:


icon_arrow.gifTFC - to clean unneeded temporary files.
icon_arrow.gifMalwarebytes' Anti-Malware - to scan your system from time to time in search for malware.
icon_arrow.gifMalwarebytes' Anti-Exploit - to prevent plenty of mostly exploited vulnerabilities.
icon_arrow.gifMcShield - to prevent infections spread by removable media.
icon_arrow.gifCryptoPrevent - to secure yourself from very severe CryptoLocker infection.
icon_arrow.gifUnchecky - to prevent from installing additional foistware, implemented in legitimate installations.
icon_arrow.gifFiheHippo.com Update Checker - to keep your programs up-to-date.
icon_arrow.gifAdblock - to surf the web without annoying ads!
The following will implement some post-cleanup procedures:
=> Please download DelFix by Xplode to your Desktop.
Run the tool and check the following boxes below;
checkmark.png Remove disinfection tools
checkmark.png Create registry backup
checkmark.png Purge System Restore
Click Run button and wait a few seconds for the programme completes his work.
At this point all the tools we used here should be gone. Tool will create an report for you (C:\DelFix.txt)
The tool will also record healthy state of registry and make a backup using ERUNT program in %windir%\ERUNT\DelFix
Tool deletes old system restore points and create a fresh system restore point after cleaning.

My help is free for everybody.

If you're happy with the help provided and/or wish to buy me a beer for the assistance you received, then you can consider a donation: btn_donate_SM.gif
Thank you!


Stay safe,
TwinHeadedEagle :)
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Thank you for your help.

The cleanup tool ran without errors.

I performed another successful scan with MBAM.

I reviewed the list of suggested software and will be implementing the protections.


Thanks again.


P.S. Enjoy the beer. You earned it.

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  • Root Admin

Glad we could help. :)

If you need this topic reopened, please send a Private Message to any one of the moderating team members. Please include a link to this thread with your request. This applies only to the originator of this thread.

Other members who need assistance please start your own topic in a new thread. Thanks!

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