MB stuck on Heuristics Analysis

[daviesma]

Today, MB threat scan started hanging at Heuristics analysis.   I am running Windows 10 version 1803.  MB versions are:

   MB version: 3.7.1.2839

   Component package version:  1.0.538

   Update package version: 1.0.9376

How do I fix this?

Your help is appreciated.

Thank you

 

[exile360]

Greetings,

If this issue is still occurring then please do the following:

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

That will provide valuable info on what might be causing this issue for the Developers in case it is being caused by some kind of bug in the software that they might need to address and will also help us to assist you if the repair steps we provide do not succeed in correcting the issue.

Once that's done, go ahead and run the Support Tool again, but this time click the Start Repair button and allow it to complete and then restart your system if it prompts you to do so.  Once that's done check to see if your scans are now able to complete.

If the issue still persists after that, then please do the following to perform a clean installation of Malwarebytes to see if that fixes the problem:

1. Run the Malwarebytes Support Tool
2. Accept the EULA and click Advanced tab on the left (not Start Repair)
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
   

After that is completed go ahead and try scanning again to see if it still gets hung up or not.

Please let us know how it goes.

Thanks

[daviesma]

I tried all recommended items and it still gets hung up at Heuristics Analysis.  I have attached the ZIP file created by your support tool.

Thanks

Mark

 

mbst-grab-results.zip

[exile360]

Thanks, if you would, please try disabling Norton temporarily to see if that makes any difference or not and let us know how it goes.

Thanks

[daviesma]

This had no affect.  I disabled Norton Smart Firewall and Auto-Protect.

ALSO, I didn't mention this.  I run Zipcloud for my backups.  Yesterday morning before this started I had instructed MB to Ignore the 4-5 Zipcloud PUPs it discovered during a scan.

[daviesma]

I have been running Zipcloud, Norton and Malwarebytes together successfully for at least 5 + years.

[exile360]

OK, can you try removing the exclusions just to see if it makes a difference?  It shouldn't but you never know, it might be some new bug in the latest version of Malwarebytes causing the issue.  You might also try running a scan with Malwarebytes Anti-Rootkit to see if it is able to complete (it doesn't detect PUPs so it shouldn't detect Zipcloud at all).  That will let us know if perhaps it's an issue with the drive or scan engine since the two products do use the same driver/engine to scan, just slightly different signatures/databases.