Update Scan Stuck

[Noviceuser62]

Back on the forum just a month after having another problem solved.  Now I have a new issue.  Having got the latest version of MB after the last incident I've been receiving regular notifications that my database is out of date and that I need to update.  All update/scans have been completed successfully and no problems have been found.  On the last occasion I did this, last week, the scan began but failed to complete.  It appears to be looping searching for updates and goes no further.  It has been in this condition for several days.  The buttons at the bottom of the window that allow you to pause/cancel the update are greyed out and although I can close the window it would appear that MB is still working on checking for updates in the background.  Turning off my computer and back on again does not alter the situation and MB continues to search for updates without getting any further.  Obviously I am not being fully protected as the latest updates are not being effected.  I need some help in getting MB to stop this endless processing and get the latest updates.

[1PW]

Hello @Noviceuser62:

Thank you for reporting the system's issue.  The Malwarebytes' staffers/helpers must have good log data for a quality fault analysis to begin.  Much as with your previous thread, please gather and post the data log files:

1. Please save your work and close all running user applications for your convenience.

2. Please follow the steps within the locked/pinned topic at Having problems using Malwarebytes? Please follow these steps.

3. In your next reply to your topic, please only attach the three (3) separate files that are developed above: mb-check-results.zip, FRST.txt, and Addition.txt.

4. Additionally, please consider selecting the "Follow" button, near the upper-right corner of your topic, to receive punctual email notifications when updates are posted.

Thank you.

Edited June 13, 2017 by 1PW

[Noviceuser62]

Hi,

Thank you for responding.  I have run the actions you have requested and the three files are attached.

mb-check-results.zip

Addition.txt

FRST.txt

[1PW]

Hello @Noviceuser62:

Since that system's Malwarebytes 3 (MB3) version is slightly old, please restart the system and log in to the "Stephen" account and when a download is requested, please save the file to the "Stephen" desktop only before running.

1. Please follow the steps in the locked/pinned topic to uninstall the remnants of MB3 and reinstall the latest build: MB-Clean Tool (NOTE: After uninstalling with the MB-Clean tool, you will be asked to reboot.  Once restarted, the tool will ask you if you want to re-install Malwarebytes, you can select YES (it will download the MB3 release version) or you can download the MB3 release version manually (currently v3.1.2.1733-1.0.141-1.0.2092) to re-install from HERE).

2. Only if that does not correct the system's issue, then please read the following and only separately attach to your next reply the 3 requested logs - Diagnostic Logs (the 3 logs are: mb-check-results.zip, FRST.txt, and Addition.txt).

NOTE: The following MB3 information is also available: MB3 User Guide ONLINE, MB3 User Guide PDF, and the MB3 FAQ.

When completed, please reply to your topic with your progress.  Thank you.

Edited June 14, 2017 by 1PW

[Noviceuser62]

Hello again,

I have followed the above instructions and downloaded the latest MB3.  I have run a scan and this has completed successfully, so it would appear that I'm back on track.  But I do wonder if this might not happen again.  Is there anything else I should be doing to help MB to work properly?

[nikhils]

If everything is looking good, then I would not change anything.

If you run into issues though please feel free to contact us.

Thank you.

[1PW]

Hello @Noviceuser62:

Thank you for the good news feedback.