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markg2

3.3 quarentine boot hangs

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Windows 10

ver 3.3.1

Scan identifies malware. I select all for quarantine. Restart required--I say yes. Win10 restart twirling image stops twirling after ~10 seconds. Computer hangs/freezes. I hit the power button to shutdown. Once restarted, MB displays window with the malware that I had previously marked. I now mark all for deletion and close MB.

This problem is consistent and reproducible. The problem has been existent for ~1 week to 10 days.

 

Mark

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2 minutes ago, markg2 said:

This problem is consistent and reproducible. The problem has been existent for ~1 week to 10 days.

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. FIRST: Create and obtain Farbar Recovery Scan Tool (FRST) logs
  2. Download FRST and save it to your desktop. Tell any program that blocks it to ignore or allow. It IS SAFE. It contains no info that can identify or harm you.
  3. NOTE: You need to run the version compatible with your system. You can check here if you're not sure if your computer is 32-bit or 64-bit
  4. Double-click to run FRST and when the tool opens click "Yes" to the disclaimer
  5. Press the "Scan" button
  6. This will produce two files in the same location (directory) as FRST: FRST.txt and Addition.txt
    NOTE: These two files will be collected by the MB-Check Tool and added to the zip file for you
  7. NEXT: Create and obtain an mb-check log
  8. Download MB-Check and save to your desktop
  9. Double-click to run MB-Check and within a few second the command window will open, then click "OK"
  10. This will produce one log file on your desktop: mb-check-results.zip
  11. Attach this file to your forum post by clicking on the "Drag files here to attach, or choose files..." or simply drag the file to the attachment area

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26 minutes ago, markg2 said:

The problem has been existent for ~1 week to 10 days.

It is best to not install more than ONE  Antivirus program alongside Malwarebytes. 

Quote

AntiVirus Information:
===================
AntiVirus Installed:    Webroot SecureAnywhere
Status:    Up to Date and Enabled
AntiVirus Installed:    Windows Defender
Status:    Up to Date but Disabled
AntiVirus Installed:    Norton Security
Status:    Up to Date and Enabled

 

 

I have a gut feeling one of them is conflicting. Try uninstalling or disabling Webroot and see if it still hangs.

Also, let the quarantine process run longer let's say 30 minutes before giving up. 

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I shut down Webroot and disabled Norton firewall and auto protect. I clicked quarantine and allowed restart. shutdown still hung.

I didn't wait the 30 minutes. If 30 minutes is the solution to the hang problem that solution is unacceptable and I would, going forward absent another solution, continue forcing a shutdown and continue.

Mark

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56 minutes ago, markg2 said:

If 30 minutes is the solution

How many items are being detected? did you have this issue when you posted the below topic?

 

Edited by Porthos

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Very interesting...

I just ran the MB scan again after quarantining and deleting the three 'potentially unwanted program' (1 file, 2 folders) this morning. I have not used the machine until now.The same 3 instances came back on the scan again! I have to believe this is part and parcel with my restart hang problem. I have not had a problem with MB at all and Webroot has been running for months and Norton for years. I'm wondering if I should first try uninstalling and reinstalling MB?

I'm fairly impressed with Webroot. It's touted as being totally okay running alongside other anti virus/malware software--it doesn't lock files it's scanning. I have not detected any negative impact on either Norton or MB. I only paid ~$25 dollars for a year for 4-5 machines so I thought and still think it's a good backup to my primary of Norton for virus and primary of MB for malware.

Mark

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Don't just shut them down. Uninstall them and hope they do not leave too much garbage behind to cause problems.

Edited by KenW

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27 minutes ago, markg2 said:

it's a good backup to my primary of Norton for virus

Norton and Webroot are actual AV programs. I would consider MB the back to one of those.

 

28 minutes ago, markg2 said:

The same 3 instances came back on the scan again!

Could you post the log from those detections, please.

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Hang on for a bit. I think I figured out the problem.

I expanded the name column. It's Pup.Optional.AmazonTB. I did a search on it, read the descriptive MB's page. I had installed the Amazon Firefox extension ~10 days ago coinciding with me routinely getting 3 hits/scan (my backup laptop does not have the extension and does not have this problem).

I'll uninstall the extension and report back.

Mark

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MB deleted the Amazon file but not the two Amazon folders. I used Everywhere, found the folders under Firefox profile, deleted both folders. I ran MB scan and it came up clean. In so far as the repeating MB scan hits, the Amazon extension was clearly the problem.

The machine did hang on the restart as before associated with marking for quarantine. I can't see any correlation between the Amazon problem and the freeze. I did wait the 30 minutes this time to no avail.

Again, I have trouble believing that Norton or Webroot are involved with the hang given that both were disabled. Sure, the programs are on the machine but disabled is disabled. I really do think the problem has to do with Win10/MB.

Given that I've seldom had a scan hit prior to the Amazon condition, it's just not worth the time to uninstall/reinstall particularly Norton.

Mark

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18 minutes ago, markg2 said:

Sure, the programs are on the machine but disabled is disabled.

Not always true.

18 minutes ago, markg2 said:

Given that I've seldom had a scan hit prior to the Amazon condition

That is a good thing.

Moving on, I will let this be, you seem to think you need 2 av programs which goes against long-standing best practices so be it. You have the horsepower to pull it off barring any conflicts.

Best wishes to you and yours for the New Year. :)

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