stuck problem scan now

[soso12]

i have problem

when i click scan now

update wil okk

then go to pre scan - opreations  here stuck and i cant do anythings

 

must cut power then run my copmuter again

 

so what is problem? and how can fix it

[Malwarebytes]

***This is an automated reply***

Hi,

Thanks for posting in the Malwarebytes 3 Help forum.

 

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

Spoiler

If you haven’t already done so, please run the Malwarebytes Support Tool 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.

• Download Malwarebytes Support Tool
• Once the file is downloaded, open your Downloads folder/location of the downloaded file
• Double-click mb-support-X.X.X.XXXX.exe to run the program
  • You may be prompted by User Account Control (UAC) to allow changes to be made to your computer. Click Yes to consent.
• Place a checkmark next to Accept License Agreement and click Next
• You will be presented with a page stating, "Welcome to the Malwarebytes Support Tool!"
• Click the Advanced Options link
  
• Click the Gather Logs button
  
• A progress bar will appear and the program will proceed to gather troubleshooting information from your computer
• Upon completion, click OK
• A file named mbst-grab-results.zip will be saved to your Desktop
• Please attach the file in your next reply. Click "Reveal Hidden Contents" below for details on how to attach a file:
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  To save attachments, please click the link as shown below. You can click and drag the files to this bar or you can click the choose files, then browse to where your files are located, select them and click the Open button.

  

   

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Please contact our support team at https://support.malwarebytes.com/community/consumer/pages/contact-us to get help

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Thanks in advance for your patience.

-The Malwarebytes Forum Team

[dcollins]

Can you please provide the logs mentioned above, preferably while the scan is stuck

[soso12]

when scan is stuck  i cant use computer

 

all computer stuck

 

must cut power the run computer again

[Firefox]

If you don't mind, then provide the logs while no scan is happening... we need to get more info on your computer, and the logs will help with that.

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

1. Download Malwarebytes Support Tool
2. Once the file is downloaded, open your Downloads folder/location of the downloaded file
3. Double-click mb-support-X.X.X.XXXX.exe to run the program
   
   • You may be prompted by User Account Control (UAC) to allow changes to be made to your computer. Click Yes to consent.
     
4. Place a checkmark next to Accept License Agreement and click Next
5. You will be presented with a page stating, "Welcome to the Malwarebytes Support Tool!"
6. Click the Advanced Options link
7. The Advanced Options page has two options, please choose one:
   
   • Gather Logs: Collects troubleshooting information from the computer using Check and Grab functionality. As part of this process, Farbar Recovery Scan Tool (FRST) is also run to perform a complete diagnosis of the computer. The troubleshooting information is saved to a file on the Desktop named mbst-grab-results.zip. This file can be added as an email attachment or uploaded to a forum post and will assist your Malwarebytes Support agent with troubleshooting the issue currently being experienced.
   • Clean: Performs an automated uninstallation of all Malwarebytes products currently installed to the computer and prompts to install the latest version of Malwarebytes for Windows afterwards. This process may require a reboot of the computer, which must be manually consented to.
     
8. To provide logs for review click the Gather Logs button
9. A progress bar will appear and the program will proceed to gather troubleshooting information from your computer
10. Upon completion, click OK
11. A file named mbst-grab-results.zip will be saved to your Desktop
12. Please attach the file in your next reply.