Jump to content
Owlboxes

Check for updates taking forever

Recommended Posts

Hi! I'm a new user, just downloaded Malwarebytes and after installing it, I immediately started a scan. The problem is that it's been "checking for updates" for the past two and a half hours and there has been literally no progress. It's making my computer run so slowly that I can't even open up a browser window and had to do all of this from my phone. Is it normal for it to be taking so long to check for updates? I downloaded the latest version so I can't imagine it must need to do that much updating in the first place. It also won't allow me to click on the cancel or pause buttons!

Share this post


Link to post
Share on other sites

***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

Share this post


Link to post
Share on other sites

Greetings,

It sounds like something went wrong and its process got hung up for some reason as the updater should not take that long and should time out if it can't reach the update servers.  I would recommend restarting your system and then trying again to see if that resolves the issue.  If it does not then if you have any other AV/AM software installed it would be a good idea to configure exclusions for Malwarebytes in the other software.  The list of items to exclude can be found in this support article.

If the problem still persists then please do the following so that we may take a look at your installation and try to determine the exact cause and possible solution:

  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

Please let us know how it goes and if necessary, please provide the requested ZIP file.

Thanks

Share this post


Link to post
Share on other sites

Excellent, I'm glad that it worked.  It was probably just some kind of temporary hiccup after the install then.  Just keep an eye on it and if it comes back again please let us know, but as long as it is working well now then you should be all set.

Please don't hesitate to let us know if there is anything else we might assist you with.

Thanks :) 

Share this post


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.

×
×
  • 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.