Malwarebytes v3 never completes a scan

[SR7237]

Since upgrading to version 3, Malwarebytes has never completed a scan. I was hoping v. 3.1.2.1733 might resolve the issue but it doesn't.

At some point during a scan it hangs. The point at which it hangs seems to be random - sometimes its during Scan Startup Files, other times during Scan File System or Heuristics Scan. The progress icon is still spinning, but the scan doesn't progress.

If I Cancel the scan - either when its hung, or at any time during the scan - the Pause and Cancel buttons go grayed out, but the scan itself doesn't cancel. The progress icon continues to spin. If I close Malwarebytes application and then reopen it, the scan is still active (progress icon still spinning) but sopped/hung. The only way I can actually stop the scan is by ending the mbam.exe process and the MBAMservice.exe process in task task manager, or by restarting the PC.

When I re-start Malwarebytes, the Dashboard time of last scan shows that the scan was run, but the protection history shows 0 for items scanned.

I have read through the forums and tried the following:

• Mutual exlusions for Malwarebytes and Norton Security.
• Various combinations of turning on/off Scan for rootkits, Scan with archives, Use signature-less detection
• Running a scan in Safe Mode
• Running a scan with real-time protection turned off in Norton
• Running the latest version of mbclean (mb-clean-3.1.0.1002) to remove Malwarebytes v3 and then re-installing it.

None of these work, and Malwarebytes continues to hang during the scan.

If I uninstall Malwarebytes v3 and install Mawarebytes v2 instead, then the scan works without any issues and no threats are detected.

Any suggestions for what to do next?

mb-check and FRST results are attached.

 

 

 

Edited May 18, 2017 by dcollins
deleted attachments at users request

[Porthos]

Hi And Welcome. @SR7237

 

I suggest running check disk. https://neosmart.net/wiki/chkdsk/

And also SFC scan  https://support.microsoft.com/en-us/help/929833/use-the-system-file-checker-tool-to-repair-missing-or-corrupted-system-files

 

 

Edited May 13, 2017 by Porthos

[Porthos]

If that does not help

The Helpers/Staffers will need to see the logs that are tailored for Malwarebytes use.

Please read the following and attach to your next reply the 4 requested logs - Diagnostic Logs

The 4 separate logs to be only attached are logs.zip, FRST.txt, Addition.txt, and MB-CheckResult.txt.  Please do not archive all 4 of these reports.

Please consider selecting the "Follow/Following" button, near the upper-right corner of your topic, to receive timely email notifications about updates to your topic.

Thank you.

[SR7237]

Thank you, Porthos. I ran chkdsk /r and sfc /scannow. No issues were reported by either and Malwarebytes is still hanging during the scan.

The four diagnostic files are attached attached.

 

 

 

 

Edited May 18, 2017 by dcollins
deleted attachments at users request

[Porthos]

We will pass this on to staff @dcollins @AdvancedSetup So hang tight for one of them.

[dcollins]

Does this happen during your scheduled scans and normal threat scans, or only during custom scans?

[SR7237]

8 hours ago, dcollins said:

Does this happen during your scheduled scans and normal threat scans, or only during custom scans?

It happens during normal manual scans, scheduled scans and hyper scans. Most often it hangs during Scan Startup Files, but occasionally also during Scan File System and Heuristics Analysis.

For custom scanning it happens when Scan Startup and Registry Settings is selected and the scan hangs at the Heuristics Analysis phase. If only Scan Memory Objects, is selected the scan successfully runs to completion. And if only a file system scan is selected, that also successfully runs to completion.

[dcollins]

Can you try the following please:

1. Start a normal threat scan by clicking Scan -> Threat Scan -> Start Scan
2. Wait for the scan to start and then to hang
3. Once the scan hangs, open up Task Manager by right clicking your taskbar and choosing Start Task Manager (or press Ctrl + Shift + Esc)
4. In Task Manager, go to the Processes tab
5. Click Show Processes from All Users at the bottom if the button is there
6. Find mbamservice.exe in the list
7. Right click mbamservice.exe and choose Create Dump File
8. Once finished, it will tell you where the file is created (usually it's in %TEMP%)
9. Grab the file, zip it, and upload it here
   • If the file is too big, use wetransfer.com to send the file to dcollins@malwarebytes.com

[SR7237]

3 hours ago, dcollins said:

Can you try the following please:

1. Start a normal threat scan by clicking Scan -> Threat Scan -> Start Scan
2. Wait for the scan to start and then to hang
3. Once the scan hangs, open up Task Manager by right clicking your taskbar and choosing Start Task Manager (or press Ctrl + Shift + Esc)
4. In Task Manager, go to the Processes tab
5. Click Show Processes from All Users at the bottom if the button is there
6. Find mbamservice.exe in the list
7. Right click mbamservice.exe and choose Create Dump File
8. Once finished, it will tell you where the file is created (usually it's in %TEMP%)
9. Grab the file, zip it, and upload it here
   • If the file is too big, use wetransfer.com to send the file to dcollins@malwarebytes.com

I've created the dump file but it's too large to upload here so it's on its way to you via wetransfer.com.

Thanks, SR7237

[dcollins]

Thanks, we're looking over the memory dump now

[SR7237]

Hi, I was wondering if there is any feedback or update on this issue? MB3 is still not able to complete a normal threat scan.

[Porthos]

4 minutes ago, SR7237 said:

Hi, I was wondering if there is any feedback or update on this issue? MB3 is still not able to complete a normal threat scan.

It all depends on what needs to be done to troubleshoot the issue. Ideally, we like to have these answered as quick as possible, but some issues take a bit longer to research.

@dcollins