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Malwarebytes freezes for custom scan

jbionic2010
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jbionic2010

jbionic2010

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I launch Malwarebytes Free version for Windows 10 Home 64-bit with administrative privileges, and it works ok if I choose the default Recommended type of scan.

However if I choose the Custom scan, then by some reason the scan freezes. In fact it never even starts.This is what it looks like:

https://youtu.be/9UA6zsIQFbw

By the way I've just noticed that Malwarebytes runs as a 32-bit application, however it seems to me that before updating Malwarebytes to version 3.1.2 it used to run as an 64-bit application. Can I get the 64-bit version now? Although I am doubtful that this is gonna help to solve the problem with custom scan freeze...

Edited by jbionic2010
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Firefox

Firefox

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Hello and Welcome!

Let's try and get some logs first so the team can review them and see if they can tell what may be causing your issues....

  1. If that does not correct the issue, then please read the following and attach to your next reply the 3 requested logs - Diagnostic Logs (the 3 logs are: mb-check-results.zip, FRST.txt, Addition.txt)


Please let us know how it goes.


Thank You,

Firefox

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jbionic2010

jbionic2010

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On top of providing the logs @Firefox mentioned, if you turn off rootkit scanning, does the scan run properly?

Actually the custom scanning DOES start if the rootkits scanning remain off. Does this provide any explanation for the problem I have before I start taking any further steps on diagnostics?

Edited by jbionic2010
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jbionic2010

jbionic2010

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I'd be glad to attach the file to the forum, but I have no certainty that after you've done the file will be removed from the forum. It contains some personal data.

So I'd rather remove the file by myself from my personal drive once the cause of my problem is clarified.

Edited by jbionic2010
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Firefox

Firefox

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I can understand that, if you like you can PM the files needed directly to @dcollins.

Also there is really no personal data in the files, aside from the usernames that you use on the computer.  One other thing, after your issues are resolved you can request for the attachments to be removed...

Edited by Firefox
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dcollins

dcollins

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I've been able to replicate this, thanks! The issue here is that you're selecting C:\Users instead of the entire C: drive. With rootkit scanning, the root drive has to be scanned. This is something we should catch before starting a scan however. This should be fixed in our next installer update

Edited by dcollins
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  • 2 weeks later...
jbionic2010

jbionic2010

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Can you make one more fix in a new version, so that when I click on Close the Malwarebytes app would close immediately without remaining in the system tray? 

It used to work like that in all previous versions, but now one has to enter the admin password in order to initiate the Quit function in the tray, which seems a rather strange way of quitting an app

 

Edited by jbionic2010
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jbionic2010

jbionic2010

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Well, the real time protection is a feature, which was always available only to premium users. So are you actually claiming now that since the rollout of version 3 the feature is also available to non-premium users? Because otherwise the only reason I would assume in allowing Malwarebytes keep hanging in the system tray instead of shutting is data collection: "this is for the best!" ;)

ttt.jpg

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jbionic2010

jbionic2010

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The strange thing is that once I right-click on a file in Windows Explorer and choose Scan with Malwarebytes, the Malwarebytes app starts, scans and then ... never shuts and keeps hanging in the tray, requiring me to type my admin password in order to quit it. It does not require the password when it starts, but DOES require one in order to shut.

Did it use to work like that in older versions?

Edited by jbionic2010
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dcollins

dcollins

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@jbionic2010 there's a few pieces to dissect here:

  • Starting a context scan by right clicking a file opens the Malwarebytes window (and the system tray) in 2.x and 3.x
  • If you do the scan in Malwarebytes 2.x in free mode and close the main Malwarebytes window, the system tray icon will go away and mbamservice will no longer be running
  • If you do the scan in Malwarebytes 3.x in free mode and close the main Malwarebytes window, the system tray icon will stay as mbamservice will be running in the background
  • If you have Malwarebytes 2.x in premium mode, and you close Malwarebytes from the system tray, you will not be prompted to type in your credentials
  • If you close Malwarebytes 3.x from the system tray, you will be prompted by UAC (with required credentials if necessary)

This is by design

Edited by dcollins
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jbionic2010

jbionic2010

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On 7/14/2017 at 10:14 PM, dcollins said:

@jbionic2010 there's a few pieces to dissect here:

  • Starting a context scan by right clicking a file opens the Malwarebytes window (and the system tray) in 2.x and 3.x
  • If you do the scan in Malwarebytes 2.x in free mode and close the main Malwarebytes window, the system tray icon will go away and mbamservice will no longer be running
  • If you do the scan in Malwarebytes 3.x in free mode and close the main Malwarebytes window, the system tray icon will stay as mbamservice will be running in the background

This is by design

I do the scan in Malwarebytes 3.x and do notice the difference with how it used to work in Malwarebytes 2.x

If we have the poll here, how many users would vote for changing the way Malwarebytes does scanning back to how it used to work in 2.x, please make your best guess? :-)

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