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Hi,

Thanks for posting in the Malwarebytes 3 Help forum.

 

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

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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.

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  • Click the Gather Logs button
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  • A progress bar will appear and the program will proceed to gather troubleshooting information from your computer
  • Upon completion, click OK
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Greetings,

Please try installing the latest version, 3.5.1 which was recently released by downloading it from here or by opening Malwarebytes and navigating to Settings>Application and clicking the Install Application Updates button and approving the prompts to download and install the new version.

Once the installation is complete, be sure to restart your computer (even if you aren't prompted to do so to ensure that the latest components are loaded) and then test to see if the scan is able to complete.

If the new version does not resolve the problem, then please do the following so that we can take a look at your installation to hopefully determine what might be causing the issue:

  1. Download and run the Malwarebytes Support Tool
  2. Accept the EULA and click Advanced Options on the main page (not Get Started)
  3. Click the Gather Logs button, and once it completes, attach the zip file it creates on your desktop to your next reply

Please let us know how it goes.

Thanks

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The title is misleading, as the screenshot shows version 3.5.1... now the logs below would be helpful

53 minutes ago, Malwarebytes said:

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
    welcome mbst.png
  • Click the Gather Logs button
    gatherlogs.png
  • 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:
      Reveal hidden contents

    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.

    _mb_attach.jpg.a0465aaafd6cae688aa38ab16

     

    After posting your new post, make sure you click the Follow button near the top right of this page, and select the option "An email when new content is posted Change how the notification is sent" so that you're alerted by email when someone has replied to your post.

    _mb_follow.jpg.7868cc281f66ac22e919c2c48

    _mb_follow_options.jpg.dcb79fc10aa35beb0

One of our experts will be able to assist you shortly.

 

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OK, thanks.  Since it is still freezing with 3.5.1, please try running Malwarebytes Anti-Rootkit which may be found here to see if it is able to complete a scan.  If it is and if anything is detected by it, have it remove what it finds and reboot if prompted to complete the removal process and then try running Malwarebytes 3 again to see if it is now able to complete a scan without freezing.  If it still does not work, then please try running ADWCleaner and likewise, have it remove anything it finds, restart if prompted to complete the removal process, then try scanning with Malwarebytes once more.

If none of that helped, then please create and attach the logs as mentioned above by Firefox and also a memory dump of MBAMService.exe while the scan is frozen:

  • Open Task Manager by pressing CTRL+SHIFT+ESC on your keyboard and click on the Processes tab
  • Click Show processes from all users at the bottom
  • Sort the list by name by clicking twice on the column header where it says Image Name
  • Scroll down the list of running processes until you find MBAMService.exe and then right-click on it and select Create Dump File and wait for it to complete (you will be notified via a pop-up dialog once it is done)
  • Navigate to the location where it says the dump file has been created and move it to your Desktop or another convenient location, then right-click on the dump file and hover your mouse over Send to and select Compressed (zipped) folder
  • Attach the ZIP file you just created to your next reply, or if it is too large, upload it somewhere that it may be shared such as wetransfer.com and provide us with the link to the file

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