xe800 Posted August 8, 2017 ID:1151100 Share Posted August 8, 2017 Malwarebytes 3 (3.1.2.1733, 1.0.160, 1.0.2531) is unable to perform scans. It will be stuck at "Checking for updates". It has been like this for a few days now. I have tried to uninstall and reinstall, but to no avail. Chrome has been acting up in the same period (ultraslow, while Edge is working perfectly), I just mention it in case it is related somehow. Scanning with AdwCleaner and Norton 360 Premier reveal no issues on my PC. What should I do? OS: W10 64-bit (1703, 15063.540) Link to post Share on other sites More sharing options...
Firefox Posted August 8, 2017 ID:1151101 Share Posted August 8, 2017 Hello and Welcome Let's try this first.... (Malwarebytes clean removal tool will backup your license information and then re-enter the license to the new install) Please follow the steps in this pinned topic to uninstall your current version of MBAM and reinstall the latest build - Malwarebytes mb-clean tool (NOTE: After uninstalling with the mb-claen tool you will be asked to reboot. Once you reboot it will ask you if you want to re-install Malwarebytes, you can select YES (it will download the latest version) or you can download the latest version manually (currently v3.1.2.1733 CU 1.0.160) to re-install from HERE) If that does not correct the issue, then please read the following and attach to your next reply the requested logs - Diagnostic Logs (after you run all the tools requested, all the logs will be combined into one log file named: mb-check-results.zip located on your Desktop (which will include the FRST logs inside the zip file)) NOTE: More info about the latest Malwarebytes 3.1.2 HERE; MB 3 User Guide ONLINE; MB 3 User Guide PDF; MB 3 FAQ: Malwarebytes 3.0 - Frequently Asked Questions Please let us know how it goes. Thank You, Firefox Link to post Share on other sites More sharing options...
xe800 Posted August 8, 2017 Author ID:1151105 Share Posted August 8, 2017 About mb-clean: the post reboot stuff did not happen (no prompts about anything). Link to post Share on other sites More sharing options...
Porthos Posted August 8, 2017 ID:1151106 Share Posted August 8, 2017 2 minutes ago, xe800 said: About mb-clean: the post reboot stuff did not happen (no prompts about anything). 19 minutes ago, Firefox said: If that does not correct the issue, then please read the following and attach to your next reply the requested logs - Diagnostic Logs (after you run all the tools requested, all the logs will be combined into one log file named: mb-check-results.zip located on your Desktop (which will include the FRST logs inside the zip file)) Link to post Share on other sites More sharing options...
Firefox Posted August 8, 2017 ID:1151109 Share Posted August 8, 2017 6 minutes ago, xe800 said: About mb-clean: the post reboot stuff did not happen (no prompts about anything). Also I have noticed that sometimes it may take a couple of minutes to ask you to download the latest version... if it does not prompt you, you can get the latest version from here: https://downloads.malwarebytes.com/file/mb3 Link to post Share on other sites More sharing options...
xe800 Posted August 8, 2017 Author ID:1151110 Share Posted August 8, 2017 I can't use the FRST thing, Norton will insta-remove it (the type of removal that requires a reboot to recover it). Link to post Share on other sites More sharing options...
Porthos Posted August 8, 2017 ID:1151112 Share Posted August 8, 2017 1 minute ago, xe800 said: I can't use the FRST thing, Norton will insta-remove it (the type of removal that requires a reboot to recover it). It is safe to tell Norton to allow. Link to post Share on other sites More sharing options...
xe800 Posted August 8, 2017 Author ID:1151123 Share Posted August 8, 2017 (edited) I was mistaken before. This is what happens: 1. I download FRST64 and try to save to desktop 2. Windows Defender SmartScreen (where did that come from, all of a sudden) strongly advices against it. Meanwhile, Norton is giving me cheerful popups saying FRST64.exe is safe 3. I override SmartScreen and save FRST64 to my desktop 4. I doubleclick to start it, but instead SmartScreen pops up again, to proudly exclaim it has stopped a dangerous app from launching 5. I override SmartScreen one more time and surely the app will finally launch 6. But no, Norton has had a change of heart and angry-removes it with a red alert popup 7. I go to Norton to restore FRST64. There is no option to restore it. It has been angry-removed, for good. I will try again, but these two apps will be the death of me, I'm sure of it. If someone can just state publicly that yes, Malwarebytes and Norton are indeed incompatible, I WILL remove one of them. But as long as I have paid for both and there is a chance they may somehow coexist, I can't help but keep trying Edited August 8, 2017 by xe800 Link to post Share on other sites More sharing options...
Porthos Posted August 8, 2017 ID:1151124 Share Posted August 8, 2017 41 minutes ago, Firefox said: if it does not prompt you, you can get the latest version from here: https://downloads.malwarebytes.com/file/mb3 Have you tried this yet? Link to post Share on other sites More sharing options...
xe800 Posted August 8, 2017 Author ID:1151126 Share Posted August 8, 2017 Yes, and the issue persists. But it seems FRST managed to make docs before being killed off, so here they are. mb-check-results.zip Link to post Share on other sites More sharing options...
Porthos Posted August 8, 2017 ID:1151130 Share Posted August 8, 2017 Have you ever added exclusion in Norton for Malwarebytes? I would like you to add these files to your Anti-Virus exclusions list as mentioned in this FAQ HERE (my list below includes the exe files as well) C:\Program Files\Malwarebytes\Anti-Malware\assistant.exe C:\Program Files\Malwarebytes\Anti-Malware\malwarebytes_assistant.exe C:\Program Files\Malwarebytes\Anti-Malware\mbam.exe C:\Program Files\Malwarebytes\Anti-Malware\MbamPt.exe C:\Program Files\Malwarebytes\Anti-Malware\MBAMService.exe C:\Program Files\Malwarebytes\Anti-Malware\mbamtray.exe C:\Program Files\Malwarebytes\Anti-Malware\MBAMWsc.exe C:\Windows\system32\Drivers\farflt.sys C:\Windows\System32\drivers\mbae64.sys C:\Windows\System32\drivers\mbam.sys C:\Windows\System32\drivers\MBAMChameleon.sys C:\Windows\System32\drivers\MBAMSwissArmy.sys C:\Windows\System32\drivers\mwac.sys Also please exclude the following folders too: (The complete folder) C:\Program Files\Malwarebytes\Anti-Malware C:\ProgramData\Malwarebytes\MBAMService Credit @Firefox Link to post Share on other sites More sharing options...
xe800 Posted August 8, 2017 Author ID:1151141 Share Posted August 8, 2017 Where do I add the exclusions? These are the relevant options I can find: "Items to exclude from scans" "Items to exclude from Auto-Protect, SONAR and Download Intelligence Detection" "Signatures to Exclude from All Detections" Link to post Share on other sites More sharing options...
Porthos Posted August 8, 2017 ID:1151143 Share Posted August 8, 2017 2 minutes ago, xe800 said: "Items to exclude from Auto-Protect, SONAR and Download Intelligence Detection" Link to post Share on other sites More sharing options...
xe800 Posted August 8, 2017 Author ID:1151145 Share Posted August 8, 2017 (edited) All exclusions added (as pr the FAQ), mbam.exe and mbamservice.exe allowed in the firewall, still it will not update. Btw, the Malwarebytes version in your download link had Updater version 1.0.2251 while the one I already had was 1.0.2531. Did the link not go to newest version? Edited August 8, 2017 by xe800 Link to post Share on other sites More sharing options...
xe800 Posted August 8, 2017 Author ID:1151146 Share Posted August 8, 2017 Ok, it is working now, it just needed some to think, it seems. Thanks for your help Link to post Share on other sites More sharing options...
Porthos Posted August 8, 2017 ID:1151147 Share Posted August 8, 2017 6 minutes ago, xe800 said: Did the link not go to newest version? The 4 digit is the database version that changes several times a day. Link to post Share on other sites More sharing options...
xe800 Posted August 8, 2017 Author ID:1151148 Share Posted August 8, 2017 (edited) About the time it takes to check for updates. Does it have anything to do with your servers? Normally the check takes a few seconds, right? I just said it worked again a few mins ago (as part of a full scan, it hesitated a few mins on the update check, but eventually proceeded) but now I am not sure anymore. The Malwarebytes icon still had a red triangle on the tray icon, so I clicked "Check for updates" again, and now it is stuck like before: checking, downloading, giving up (leaving me with orange icon and "Updates are not recent") Edited August 8, 2017 by xe800 Link to post Share on other sites More sharing options...
Porthos Posted August 8, 2017 ID:1151153 Share Posted August 8, 2017 29 minutes ago, xe800 said: (leaving me with orange icon and "Updates are not recent") As of this post, we are at 2541 with the def's Link to post Share on other sites More sharing options...
xe800 Posted August 8, 2017 Author ID:1151155 Share Posted August 8, 2017 Still stuck on 2251 Link to post Share on other sites More sharing options...
Firefox Posted August 8, 2017 ID:1151157 Share Posted August 8, 2017 Please reboot your computer after the install and exceptions added and they try to update Malwarebytes once more. Link to post Share on other sites More sharing options...
xe800 Posted August 8, 2017 Author ID:1151159 Share Posted August 8, 2017 I have rebooted twice already. The Malwarebytes tray icon looks fine after each restart and the app claims to be up to date, UNTIL I click "Check for updates", at which point it realizes it isn't up to date after all (and still at 2251), and then it tries to update and eventually fails. Link to post Share on other sites More sharing options...
Firefox Posted August 8, 2017 ID:1151160 Share Posted August 8, 2017 Lets see if staff can review your logs and see what else may be going on... @nikhils Link to post Share on other sites More sharing options...
xe800 Posted August 8, 2017 Author ID:1151165 Share Posted August 8, 2017 Regarding FRST, the FRST logs in the zip file I uploaded was made just using mb-check (I noticed by looking on the timestamp, and trying again now). So what is the point of running the separate FRST app? Link to post Share on other sites More sharing options...
xe800 Posted August 10, 2017 Author ID:1151883 Share Posted August 10, 2017 Issue finally solved. In order for Malwarebytes to update and for Chrome to regain its former speed I had to reset the router to its factory settings. I have no idea why that would be the issue, as the most advanced thing I have done with the router is making a better password and occationally trying to get better speed out of my mobile broadband by messing with the 3G/4G/"5G" settings. Also I routinely turn it off to let it have a breather after intense Steam download sessions. It is weird that this affected Malwarebytes and Chrome, but not Norton and Edge. Link to post Share on other sites More sharing options...
Firefox Posted August 11, 2017 ID:1151941 Share Posted August 11, 2017 Glad you got it going.... not sure what was blocking it on your router... like you I like to restart my router from time to time just to clear the cache and such... Link to post Share on other sites More sharing options...
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