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Hello all, my name is Felix. The current issue in question is not my own, but my boyfriend's. He can't get online in person to describe his issue, so I plan to do my best in order to help him out. I have very minor knowledge in computers, but have attempted to help him to the best of my ability, each option resulting in failure. He has tried uninstalling and reinstalling the program, scanning with other virus/malware removal tools, going back to a restore point (which failed to even complete), and even restoring his computer to factory settings.

 

The issues all started a few days back, seemingly out of nowhere, where his computer began hanging randomly. It's progressed to the large issue of which we now face.

 

What happened is he would attempt to run it, fully updated, and ask it to run a threat scan (This is the free version of Malwarebytes). Before he restored his computer to factory settings, it would make it all the way to heuristics and then snag on certain files, most of them seeming to be the same file or a file under the .dll extension. It would act as if it was still running (Timer increasing, blue bar still looping, etc.), but it would not progress no matter how long he waited. Which is odd in and off itself because Malwarebytes used to run very quickly on his computer. Despite the waiting, it would freeze/become nonresponsive. Anytime he attempted to open something else or clicked elsewhere, it would still be frozen. Even opening files, task manager, or trying to exit out of Malwarebytes became nigh impossible.

 

Anything else brought up in the computer (A file, a browser, etc.) would completely become un-usable and keep snagging once Malwarebytes got to that certain point in the scan where it would go no further. At this point, he cannot shut it down except to do it manually by the power button. His computer -- when he factory restored it -- seemed almost alright until he installed Malwarebytes once again, and now these problems are continuing to make his computer a very expensive paperweight at this time.

 

Any advice or help would be much appreciated by us both.

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Hello thefelixiroflife and welcome:

If while re-installing Malwarebytes Anti-Malware (MBAM), step #1's details were followed with great precision, then please begin at step #2, else please begin at step #1.

  • Please try the following and let us know if this corrects your issue: MBAM Clean Removal Process 2.x.
  • If that does not correct the issue, then please read the following and individually attach the 3 requested logs in a reply to this thread: Diagnostic Logs.
  • The 3 files, from Step 2, to be individually attached from your desktop are: CheckResults.txt, FRST.txt and Addition.txt. Please do not Copy and Paste them into a reply.
  • NOTE: There is an FAQ section with valuable information located in Common Questions, Issues, and their Solutions.
Please let us know the status of your issue in a reply to this thread.

Thank You.

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Hello thefelixiroflife:

Regardless of methods used, if any logs have remained, they may contain some troubleshooting value. Was any kind of a backup ever done? A previous image of the computer's hard disk drive (HDD) would be a huge plus.

Barring all of that, if the Windows systen can be booted into Safe Mode with Networking, (F8 key during bootup) that might permit working with our Malware Removal Experts in a related sub-forum here.

 

A brief description (Make and model) of the the computer's hardware and the version and edition of the Windows software might be generally helpful.

 

Thank you.

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Felix, its nice of you to help out a friend, but we rather deal with the person in front of the computer themselves.

 

It will require work to be done by who ever is in front of the computer so have them come by here and create an account and we can help them do the work needed, no matter how computer savvy them may be.

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