Malwarebytes Freezes on Custom Scan

[rebel007]

Hello:

I am using Malwarebytes 3.6.1.2711.  When doing a threat scan it will work fine an usually find 0 Threats Identified.

However when I do a custom scan say of the C drive it will freeze on a file such as "C:\WINDOWS\INSTALLER\{90140000-0011-0000-1000-000000OFFICE}\PUBS.EXE" or

some other file.  I would like to be able to do a complete scan without it freezing.

Thank You

 

 

 

mbst-grab-results.zip

[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.

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, "Get Started!"
6. Click the Advanced tab
   
    
7. Click the Gather Logs button
   
    
8. A progress bar will appear and the program will proceed with getting logs from your computer
   
    
9. Upon completion, click a file named mbst-grab-results.zip will be saved to your Desktop. Click OK
   
    
10. Please attach the file in your next reply. Before submitting your reply, be sure to enable "Notify me of replies" like so:
       

Click "Reveal Hidden Contents" below for details on how to attach a file:
 

Spoiler

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.

 

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

 

If you are having licensing issues, please do the following: 

Spoiler

For any of these issues:

• Renewals
• Refunds (including double billing)
• Cancellations
• Update Billing Info
• Multiple Transactions
• Consumer Purchases
• Transaction Receipt

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

If you need help looking up your license details, please head here: https://support.malwarebytes.com/docs/DOC-1264 

 

Thanks in advance for your patience.

-The Malwarebytes Forum Team

[exile360]

Greetings,

I didn't see anything that stood out in your logs other than a few errors for Malwarebytes and Windows Defender, most of which appeared to be related to issues completing scans.  It is possible that there is some kind of file or disk sector corruption causing the problems which may be fixed using the chkdsk utility.

First, I would suggest backing up any important files and data on the drive before continuing just in case this is the result of a failing drive or in case something goes wrong during the repair process resulting in loss of data.  While it isn't likely, it's still best to be on the safe side when dealing with any potential disk issues to safeguard your data and files.

Next, I would suggest running chkdsk.  You can find instructions on how to do so here.  Once that's done, please try your custom scan again and see if it is able to complete or not.

Please let us know how it goes and if you have any other questions or problems.

Thanks

[rebel007]

Hello exile360:

Thank you for your reply.  i ran the chkdsk.  It got through step 1 of 5 but then froze on step 2 of 5 with just a little bit

left to go before step 3.  I think I will try to do a disk defragment next and then do a chkdsk after that and see what

happens.

 

 

[exile360]

OK, sounds good, just please remember what I said about backing up your data first because even though chkdsk may fix the issue, it could also result in lost data if any of your files are in bad sectors and can't be recovered, and if what's going on is being caused by a failing drive then all of your data could be at risk.  I'm not trying to scare you or anything, I'd just hate for you to end up losing any important files if it turns out that the drive is failing.

[rebel007]

Hello exile360:

Thanks for the reminder on backing up the files.  I did that yesterday and should be good to go.  I will do the disk defragment over the weekend and let you know

next week what happened.

Thank You

 

 

 

[exile360]

Sounds good, I hope it goes well and I look forward to hearing from you, hopefully with good news.

[dcollins]

If that doesn't help, please do the following:

1. Download and extract Procdump.zip
2. Start a scan that causes Malwarebytes to hang
3. Once the scan is hung, right click on 5 - mbamservice_memory.bat in the extracted folder from step 1
4. Choose Run as Administrator
5. This will popup a black screen that should go away in a bit
6. Once the screen goes away, you should have a new .dmp file in the same folder from step 1
7. Right click the .dmp file and choose Send to -> Compressed (Zipped) Folder
8. This will create a new .zip file in that same folder
9. Goto wetransfer.com and upload the zip file
10. Click the three dots at the bottom of the webpage to change the email to a download link
11. Paste the download link in your reply

This should give us a better idea of why the scan is hanging.

[rebel007]

Hello dcollins:

Thank you for your reply.  I downloaded the program and rank the scan.

It froze and I right clicked on # 5 from the folder in step # 1.

However no option comes up to let me run it as an administrator when I do this.

Any ideas on how I can bring that option up?

Thank You

[exile360]

Please make sure that you actually extracted the files, if you just double-click on the folder you downloaded in step 1 to open it and then tried right-clicking the file from there it won't work and won't present you with that option.  To extract the files right-click on the ZIP folder you downloaded in step 1 and select Extract all and have Windows extract the files to their own folder and leave the default option selected to have it show the extracted files when done, then once it opens after extracting, follow the rest of the instructions from dcollins above.

If that still does not work please let us know.

Thanks

[rebel007]

exile360 & dcollins:

Thank you for the reply.

I had forgotten to extract the files on to my desktop.

I followed the directions and the link is below.

https://we.tl/t-RtOnvVMqnv

Thank You

[rebel007]

I never heard back on this so I thought I would try it again.  i did a scan and it hangs up even quicker than the time before.  i downloaded

the program and extracted the dmp file it created.  The link for the file is https://we.tl/t-aSvoeSD4jN.

Thank You

 

[Porthos]

@LiquidTension

[exile360]

Apologies, I believe dcollins was transferred to a different department recently so this thread got overlooked.  I'll ping one of our Support team members to take a look for you.

@LiquidTension would you please assist with this issue?

Thanks

[LiquidTension]

Hello rebel007,

Unfortunately, the uploaded Zip file only contains the procdump executable file.

Are you running Windows 10?

[rebel007]

LiquidTension:

I am running Windows 7.

 

 

[LiquidTension]

Thanks for the information. Please do the following:

Enable Malwarebytes Debug Logging

• Open Malwarebytes.
• Click the Settings menu.
• Ensure the Application tab is selected.
• Scroll down to Event Log Data.
• Turn the Collect enhanced event log data for support setting On.
   

Generate MBAMService Memory Dump

• Please download run_procdump.bat using the link below.
  → https://malwarebytes.box.com/s/e127cj2ppb2lq6njf67li2gls3kbfz24
• Once done, please do the following:
  • Reproduce the Malwarebytes scan hanging.
• Open your Downloads folder.
• Double-click run_procdump.bat. Click Yes if prompted by User Account Control.
• A blue window will appear.
• Upon completion, a file named memorydump.7z will be saved to your Desktop. Please attach the file in your next reply.
• Note: If the file is too large, you will be provided instructions to upload the file to a file hosting website (wetransfer.com).
   

Malwarebytes Support Tool (MBST)

• Please download MBST using the link below:
  → http://downloads.malwarebytes.com/file/mbst
• Once the file is downloaded, open your Downloads folder or the location of the downloaded file.
• Double-click mb-support-#.#.#.###.exe to run the program.
• If prompted, place a checkmark next to Accept License Agreement and click Next.
• Click the Advanced menu on the left. Please do not click Start Repair.
• Click Gather Logs.
• Upon completion, click OK.
• A file named mbst-grab-results.zip will be saved to your Desktop.
• Please attach the file in your next email reply.

Edited February 12, 2019 by LiquidTension

[rebel007]

Hello LiquidTension:

Thank you for getting back to me on this.

I followed the instructions in the previous reply.

The memory dump was to big to attach the file so a link is enclosed.

The support tool file is enclosed.

https://we.tl/t-tQlGLKcXVf

mbst-grab-results.zip

Thank You

 

[LiquidTension]

Thank you for the files. We are looking into the cause of the issue and will provide an update shortly.

In the meantime, can you try running the same scan in Safe Mode and let us know if the issue still occurs.

Also - how are you configuring the custom scan? Please provide a screenshot of the scan options you select.

Edited February 15, 2019 by LiquidTension