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hungry4chicken

Malwarebytes always freezing when it starts to scan Spotify files

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Hello, I've been using malwarebytes for years, and never had an issue. Today I was running a custom (full) scan, and while watching a youtube video, my computer froze, and i couldn't do anything. Figured it was nothing, so I rebooted, started the scan again, and it did the same thing. One thing I noticed was whenever it got to scanning a file in appdata/local/spotify, it would freeze. After it doing that 3-4 times, and always freezing on Spotify files, it finally let me complete the scan. Nothing was found, I also ran Malwarebytes Anti-Rootkit beta, MSE, and hitman pro, those all came back clean too. Just a few moments ago, after I thought the freezing issue was fixed, I ran another scan to check, and it started freezing again while scanning Spotify files. All the times it has froze, it stops scanning and sticks to one file, which is always a Spotify file, and then a few seconds later my computer completely freezes and i have to reboot. Anyone know what is going on? If this is not the right spot to post this, can you please move it to the right page.

 

Edit: I just tested this to make sure it wasn't just a massive coincidence that it always stopped and froze on Spotify. I ran a test on ONLY the spotify folder in appdata, and it froze again. I don't get why this is happening

Edited by hungry4chicken
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1 minute ago, AdvancedSetup said:

Hello @hungry4chicken and :welcome:

How many files do you have in that folder? I'm wondering if it's just trying to scan so many files that it appears to be frozen.

 

Hi advancedsetup, I reinstalled Spotify so I can't check for an exact number.. but I believe there were hundreds of folders in there. They weren't folders I put there, like my own files, it was all Spotify related files. It never did this before, and I've had both malwarebytes & spotify installed for years.

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Not sure without further investigation but maybe running a full disk check on the drive might find and fix some type of data corruption.

You know how to run a full disk check?

 

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4 minutes ago, AdvancedSetup said:

Not sure without further investigation but maybe running a full disk check on the drive might find and fix some type of data corruption.

You know how to run a full disk check?

 

I do not, I'm not very good with computer related stuff..

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Well, let's start off by letting me get some logs to see what else might be going on.

 

Please provide the following logs and we'll verify what is actually going on with your system or Malwarebytes program.

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 - do not click Get Started

    mbst-welcome.jpg.2300dd6068ae92db1bdc8f0
     
  • Click the Gather Logs button

    mbst-gather-logs.jpg.1f7715f40c0a46d4b4d
     
  • 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.

 

Ron

 

 

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hi is there anyway to send these logs privately as there are file names being shown in them that i don't really want to be public on forum? or are you the only one who can download the logs?

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Glad we could help.

If you need this topic reopened, please send a Private Message to any one of the moderating team members. Please include a link to this topic with your request.

This applies only to the originator of this thread.Other members who need assistance please start your own topic in a new thread.

Thanks

 

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