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  • Staff

***This is an automated reply***


Thanks for posting in the Malwarebytes 3 Help forum.


If you are having technical issues with our Windows product, please do the following: 


If you haven't done so already, please run these two tools and then attach the logs in your next reply:

NOTE: The tools and the information obtained is safe and not harmful to your privacy or your computer, please allow the programs to run if blocked by your system.

  • Farbar Recovery Scan Tool (FRST)
    1. Download FRST and save it to your desktop
      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
    2. Double-click to run FRST and when the tool opens click "Yes" to the disclaimer
    3. Press the "Scan" button
    4. This will produce two files in the same location (directory) as FRST: FRST.txt and Addition.txt
      • Leave the log files in the current location, they will be automatically collected by mb-check once you complete the next set of instructions
  • MB-Check
    1. Download MB-Check and save to your desktop
    2. Double-click to run MB-Check and within a few second the command window will open, press "Enter" to accept the EULA then click "OK" 
    3. This will produce one log file on your desktop: mb-check-results.zip
      • This file will include the FRST logs generated from the previous set of instructions
      • 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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-The Malwarebytes Forum Team

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Hello and Welcome!

What sort of scan was this? Threat or Custom?

Lets try this new tool called Malwarebytes Support Tool to gather some logs.

  1. Please download our new Support Tool from RIGHT HERE
  2. Double click the downloaded file and click Yes if prompted by the UAC warning
  3. Place a check mark to Accept License Agreement and click Next
  4. Click on Advanced Options (below Get Started box)
  5. Click on "Gather Logs" box and wait for the process to complete (can take several minutes)
  6. Click on OK on message box once scan completes
  7. Once complete look for a file on your desktop named mbst-grab-results.zip
  8. Please attach/upload the mbst-grab-results.zip file to your next reply

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  • Staff

In addition to the above, this may just be a simple matter of file/disk sector corruption.  Malwarebytes scan engine is very sensitive to file and disk corruption due to the low-level nature of its file and rootkit scanning capabilities, in particular DDA (Direct Disk Access) which uses a kernel mode driver to check the raw data contained on your drives to compare it to what is reported via standard Windows filesystem APIs (this is one method of detecting hidden files and other objects on disk).  Please run CHKDSK and allow it to repair any issues it finds, then see if the problem is resolved and your scans then complete.

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  • Staff

Yes, I've done research on it and own an SSD myself (Samsung 960 PRO 1TB) and chkdsk isn't harmful to SSDs because it's designed for the NTFS filesystem, which is exactly what Windows is using, be it a standard HDD, hybrid drive or SSD so it can be helpful no matter the drive type and unlike defrag, which is specifically designed for standard HDD storage devices, won't waste read/write cycles on your SSD creating unnecessary wear on the drive (and even if it did, modern SSDs have way more available read/write cycles than the 1st and 2nd generation drives did, so much so that it's become practically a non-issue).

You should also check to make certain that TRIM is active for your drive, as that could also be the issue if the drive isn't cleaning up after itself.  You can check TRIM status by running the following command from an administrative command prompt:

fsutil behavior query DisableDeleteNotify

It should return a value of 0 if TRIM is active/functional.  If it returns a 1 then TRIM isn't active/operational and there may be a problem.

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