Jump to content

Scan stops at "Scan File System"


Recommended Posts

The scan stops when at the "Scan File System" step around 186,836 files scanned. I tried the Support Tool three times, but it has not resolve the issue. I just bought the software today and am surprised not to find this issue being raised before. Maybe I didn't enter the right search words. I would appreciate any help. Thanks, David 

Link to post
Share on other sites

  • Staff

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

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.

mb_attach.jpg.220985d559e943927cbe3c078b
 

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

Link to post
Share on other sites

It may help to try running check disk to see if the drive is suffering from any corrupt/bad sectors holding up the scan.  You can find instructions on how to do so here.

If that doesn't correct the problem then it may help to have Malwarebytes create some enhanced logs which may reveal what's going on.  To have it do so open Malwarebytes and navigate to Settings>Application and enable the option below where it says Event Log Data then return to the Dashboard and try running another Threat scan, and presuming the scan fails as before, collect the log(s) it creates and attach them to your next reply as documented in this support article.

Once that's done, return to the Application tab and disable the option under Event Log Data again so that it doesn't continue to create those logs (they can get pretty big pretty fast, so to conserve disk space it's a good idea to use this option sparingly).

Link to post
Share on other sites

Thanks Exile360, the chkdsk turned up no corrupt/bad sectors.

I was able to enable Event Log data and then reran the threat scan. When it became hung up again, the only option I had was to pause or cancel. Pause didn't seem to help, so I tried canceling. However, canceling also became hung up.

Link to post
Share on other sites

That's OK, I don't think it shows up in the events tab anyway.  Just run the Malwarebytes Support Tool again and create a new set of logs with that and attach them.  It also may help to get a memory dump from mbamservice.exe when the scan is hung up.  To create one start another scan and when it hangs up leave it running and do the following:

Create Process Memory Dump using Windows Task Manager on Windows Vista/7/8/8.1/10:

  • Open Task Manager by pressing Ctrl+Shift+Esc on your keyboard
  • Click Show processes from all users at the bottom to enable that option and click Yes if prompted by User Account Control
  • Click on the Image Name column near the top to sort the list of running processes by name
  • Locate the MBAMService.exe process and right-click on it, selecting Create Dump File
  • Wait a moment while Windows creates the dump file
  • Once it completes it will inform you of the name and location of the dump file (typically C:\Users\Your user name\AppData\Local\Temp\MBAMService.dmp
  • Navigate to this location and right-click on the MBAMService.dmp file and choose Cut
  • Right-click on your desktop or some other convenient location where you'd like to place the file and choose Paste
  • Right-click on the MBAMService.dmp file you just moved and hover your mouse over Send to and choose Compressed (zipped) folder
  • Attach the MBAMService.zip file you just created to your next post or if it is too large, upload it to a file sharing service such as WeTransfer and provide the download link for the file in your next reply

Link to post
Share on other sites

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now
  • Recently Browsing   0 members

    • No registered users viewing this page.
Back to top
×
×
  • Create New...

Important Information

This site uses cookies - We have placed cookies on your device to help make this website better. You can adjust your cookie settings, otherwise we'll assume you're okay to continue.