Stuck in scanning mode

[bob1870]

Hi, am new member. Have simple question. Started a scan but it will not complete. It's stuck on "Pre-scan Operations". "Pause" and "Cancel" are grayed out. How can I stop and or proceed?

 

 

[Malwarebytes]

***This is an automated reply***

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[exile360]

Greetings,

If it is hung up you may need to terminate it by launching Task Manager by pressing CTRL+SHIFT+ESC on your keyboard and going to the Processes tab and clicking on Show processes from all users, then sorting the list by name by clicking on the Image Name column header then locating MBAMService.exe and right-clicking on it and selecting End Process then clicking End Process in the confirmation dialog that is displayed and that should stop the program from scanning.

Once that's done, make certain you have the latest version of Malwarebytes, version 3.6.1, and if not, then download and install it from here and then reboot and try scanning again.  If it still hangs, then terminate the scan once more and try booting into Safe Mode with Networking to see if it is able to complete the scan there.

Instructions on booting into Safe Mode for various Windows versions are listed below in the following links:

Windows 10 and Windows 8
Windows 7

Please let us know if you're using an older version of Windows such as XP or Vista and we will provide instructions for those operating systems.

If that did not resolve the issue, then please try performing a clean installation as instructed below:

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 Clean button, and allow it to restart your system and then reinstall Malwarebytes, either by allowing the tool to do so when it offers to on restart, or by downloading and installing the latest version from here
   

If it still fails then you might try running the special build of Malwarebytes Anti-Rootkit found in this topic, having it scan your system for threats and having it remove anything it finds, then restarting your system to complete the removal process.  If the issue still persists you may try running ADWCleaner and doing the same, having it remove anything it detects and restarting to complete the removal process.

If the issue still persists or the other tools would not run, even in Safe Mode, or the issue with Malwarebytes continues in normal mode then please do the following so that we can take a look at what might be going on with your installation:

1. Run the Malwarebytes Support Tool again
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 and provide the requested ZIP file if the problem continues.

Thanks

[bob1870]

Hello exile360,

Thanks very much for your very quick response. Your advice was great and easy to follow and successful!  I was able to shut it down and then had to upgrade my version, which I did by going to MWB.com and installing from there. It recognized me as a Premium member and upgraded me to the newest version. I then did another scan and it worked fine. Thanks again for your help.

bob1870

 

[exile360]

That's great news, if there is anything else we can assist you with please let us know and we'll do our best to help.

Thanks