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Darwyn

Malwarebytes Won't Stop Scanning

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Hello,

For the last week or so, my computer has been quite slow, mainly while using chrome. Websites, especially youtube and PDFs would take a longer time than usual to load up. I tried to figure out why but couldn't find an explanation until today. I turned on Malwarebytes to try to run a scan to see if it was malware that was causing it, only to find out it was already scanning, for the last 9 days! Since I know that my computer is often slower when it does its automatic scans, this is likely to reason why it has been slow. I decided to have it cancel the scan (currently, it was on a file in the "Scan Memory" stage), only now it's taking forever to try to stop scanning. I have no idea why it's behaving this way, I have had malwarebytes premium for the last couple of years and this has never happened before. Any fix will be appreciated.

-Darwyn

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***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: 

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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
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  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 on the left column
    0. UI.png
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    17. Advanced.png
  8. A progress bar will appear and the program will proceed with getting logs from your computer
    19. System Repair Progress.png
  9. Upon completion, click a file named mbst-grab-results.zip will be saved to your Desktop. Click OK
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Currently I am trying to run the support tool as suggested in the automated reply, however I keep getting the response that it is blocked by group policy preventing me from being able to run it. I am not sure how to fix this.

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Looking more at the problem, on the title page it says that it's currently updating, but not scanning, and lists the last scan as being nine days ago. However, the scan page says that a scan is in progress. Is it possible that the issue is related to this? If so, what can I do to fix it?

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Greetings,

It sounds like there may be some kind of permissions problem with the system.  Is this a personal computer or is it managed by your work IT department?

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OK, thanks, just making sure.

To start, go ahead and open Malwarebytes and navigate to Settings>Protection and under Startup Options toggle the option for Malwarebytes to start with Windows to Off then reboot the system.  Once that's done, try installing the latest version of Malwarebytes from here and test it out to see if it is able to complete a scan.

If you still have trouble then try booting into Safe Mode and see if you can run the Support Tool from there to gather logs.  Instructions on booting into Safe Mode can be found Safe Mode.

Please let us know how it goes and if necessary please provide the ZIP file created by the Support Tool if you're able to get it to run.  Instructions on how to run the tool can be found below:

  1. 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

Thanks

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Hello, sorry it's been a day. I didn't get to look at this again until today.

I followed your suggestion to reinstall Malwarebytes, and when it did the scan again it went off without a hitch! It didn't stall or anything and completed the scan. I guess reinstalling Malwarebytes was all that was necessary.

Do you still need me to try running the support tool? If so I can try doing that again but it seems that it can scan again.

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That's great, I'm glad to hear it :) 

No, the logs won't be necessary since it's working properly now.  Just keep an eye on it and let us know if you have any more trouble, but hopefully it's resolved for good.

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I guess I will see if it will be able to complete a scan next week then (I will be out of town). If it does that again I will let you know.

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Sounds like a plan, hopefully it was just a one time hiccup which seems likely given that the reinstall fixed it.

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Hello. Just thought I would update this thread to let you know that it was able to successfully complete the scan again, so I believe that this issue has been resolved. Thank you.

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