ParisPaul2 Posted July 2, 2019 ID:1319996 Share Posted July 2, 2019 My Malwarebytes Premium scan is stuck on pre-scan operations. I followed the steps indicated in the post "Malwarebytes Stuck on Pre-Scan Operations & Web Protection" by Pitchagon / Porthos on January 28, 2018". You said "Anyone else reading this topic and need assistance, Please START your OWN NEW Topic" which is what I am doing. The 3 requested files are attached (FRST.txt and Addition.txt and mb-check-results.zip. Your help to get things working again would be greatly appreciated. " FRST.txt Addition.txt mb-check-results.zip Link to post Share on other sites More sharing options...
Staff Malwarebytes Posted July 2, 2019 Staff ID:1319997 Share Posted July 2, 2019 ***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. Download Malwarebytes Support Tool Once the file is downloaded, open your Downloads folder/location of the downloaded file 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. Place a checkmark next to Accept License Agreement and click Next You will be presented with a page stating, "Get Started!" Click the Advanced tab on the left column Click the Gather Logs button A progress bar will appear and the program will proceed with getting logs from your computer Upon completion, click a file named mbst-grab-results.zip will be saved to your Desktop. Click OK 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 Link to post Share on other sites More sharing options...
exile360 Posted July 2, 2019 ID:1320000 Share Posted July 2, 2019 Greetings, Please do the following and let us know if it corrects the issue or not (be sure to download the Support Tool from the link provided below as it is the latest version): Download and run the Malwarebytes Support Tool Accept the EULA and click Advanced tab on the left (not Start Repair) 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 Once that's done, please check to see if the issue is now resolved or not and let us know how it goes. Thanks Link to post Share on other sites More sharing options...
Solution ParisPaul2 Posted July 2, 2019 Author Solution ID:1320011 Share Posted July 2, 2019 Just now, exile360 said: Greetings, Please do the following and let us know if it corrects the issue or not (be sure to download the Support Tool from the link provided below as it is the latest version): Download and run the Malwarebytes Support Tool Accept the EULA and click Advanced tab on the left (not Start Repair) 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 Once that's done, please check to see if the issue is now resolved or not and let us know how it goes. Thanks It worked! THANKS for your help to get this important problem fixed!!! Link to post Share on other sites More sharing options...
exile360 Posted July 2, 2019 ID:1320030 Share Posted July 2, 2019 Excellent, I'm glad to hear it If there is anything else we might assist you with please don't hesitate to let us know. Thanks Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted July 4, 2019 Root Admin ID:1320397 Share Posted July 4, 2019 Closing this topic as it's been resolved. Link to post Share on other sites More sharing options...
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