DarthVitrial Posted August 5, 2019 ID:1327798 Share Posted August 5, 2019 Adwcleaner has been stuck at cleaning "HKLM\Software\Microsoft\Windows\CurrentVersion\Uninstall\{5669AB71-1302-4412-8DA1-CB69CD7B7324}" for six minutes with no progress. I ended up having to quit it with the task manager. According to the log, this is what it was trying to remove: ***** [ Preinstalled Software ] ***** Preinstalled.DellCommand|PowerManager Preinstalled.DellCommand|Update Preinstalled.DellSupportAssistAgent Preinstalled.DellUpdateforWindows10 Link to post Share on other sites More sharing options...
Staff Malwarebytes Posted August 5, 2019 Staff ID:1327799 Share Posted August 5, 2019 ***This is an automated reply*** Hi, Thanks for posting in the AdwCleaner Help forum. Someone will reply shortly, but in the meantime here are a few resources which may help resolve your issue: AdwCleaner user guide A malicious element isn't being detected? Submit the sample here! Need help with another Malwarebytes product or malware removal? Click here for home support Click here for business support Click here for malware removal help Thanks in advance for your patience. -The Malwarebytes Forum Team Link to post Share on other sites More sharing options...
DarthVitrial Posted August 5, 2019 Author ID:1327801 Share Posted August 5, 2019 OK, on the second try it instead hung on "HKLM\Software\Microsoft\Windows\CurrentVersion\Uninstall\{18469ED8-8C36-4CF7-BD43-0FC9B1931AF8}" Link to post Share on other sites More sharing options...
Staff jboursier Posted August 5, 2019 Staff ID:1327802 Share Posted August 5, 2019 (edited) Hello, Please don't kill AdwCleaner. Instead, leave it open, and follow this: Keep AdwCleaner in its current blocked state, Download Procmon from here: https://download.sysinternals.com/files/ProcessMonitor.zip Extract the zip archive to your Desktop Run Procmon.exe Procmon should start logging, click on the `Save` icon, In the prompt dialog, be sure to select "All Events", and save the file with a PML format. Attach this .pml file to your next answer. Hopefully it's not too late, thanks, Edited August 5, 2019 by fr33tux Quickly sent a message to try to not be too late.. Link to post Share on other sites More sharing options...
DarthVitrial Posted August 5, 2019 Author ID:1327803 Share Posted August 5, 2019 What am I supposed to do if it just runs indefinitely if I can't kill it? Link to post Share on other sites More sharing options...
Staff jboursier Posted August 5, 2019 Staff ID:1327804 Share Posted August 5, 2019 (edited) I edited my message just above, I wanted to send something quick before you would kill it Quote Instead, leave it open, and follow this: Keep AdwCleaner in its current blocked state, Download Procmon from here: https://download.sysinternals.com/files/ProcessMonitor.zip Extract the zip archive to your Desktop Run Procmon.exe Procmon should start logging, click on the `Save` icon, In the prompt dialog, be sure to select "All Events", and save the file with a PML format. Attach this .pml file to your next answer. Hopefully it's not too late, thanks, Thanks, Edited August 5, 2019 by fr33tux Link to post Share on other sites More sharing options...
DarthVitrial Posted August 5, 2019 Author ID:1327805 Share Posted August 5, 2019 The log is too large to attach here... Link to post Share on other sites More sharing options...
Staff jboursier Posted August 5, 2019 Staff ID:1327806 Share Posted August 5, 2019 Oh, please try here then: https://up2sha.re/ (and share the generated link) Thanks! Link to post Share on other sites More sharing options...
DarthVitrial Posted August 5, 2019 Author ID:1327807 Share Posted August 5, 2019 hold on, what data is included in the log? This is crashing on a work pc, have to be careful. Link to post Share on other sites More sharing options...
Staff jboursier Posted August 5, 2019 Staff ID:1327808 Share Posted August 5, 2019 You can send me the link in DM, and I'll remove the file from Up2Share once downloaded. It contains detailed information about running processes and their action on the system, I hope this will help us to find exactly where AdwCleaner gets stuck (we are unable to reproduce this issue unfortunately). Let me know if you have any questions, Link to post Share on other sites More sharing options...
DarthVitrial Posted August 5, 2019 Author ID:1327811 Share Posted August 5, 2019 Alright, sent Link to post Share on other sites More sharing options...
Staff jboursier Posted August 5, 2019 Staff ID:1327812 Share Posted August 5, 2019 Thank you so much! We will go through the logfile and let you know quickly. Link to post Share on other sites More sharing options...
DarthVitrial Posted August 5, 2019 Author ID:1327844 Share Posted August 5, 2019 Thanks! Link to post Share on other sites More sharing options...
DarthVitrial Posted August 6, 2019 Author ID:1327990 Share Posted August 6, 2019 After about six tries it sort of worked (as in it's not finding all four things anymore but I have no proof it actually fully removed them and didn't leave many traces in the registry from when it crashed, since after the crash it no longer detected them), but no matter how many times it "successfully cleans" and reboots, it find "Preinstalled.DellUpdateForWindows" on all following scans. Link to post Share on other sites More sharing options...
DarthVitrial Posted August 6, 2019 Author ID:1327991 Share Posted August 6, 2019 Also the "Preinstalled Software" section of the Quarantine is empty despite allegedly quarantining three or four things. Link to post Share on other sites More sharing options...
TechExperts Posted August 6, 2019 ID:1328040 Share Posted August 6, 2019 I have experienced this issue as well. Specifically, I've found this occurs when the folder or registry key it is attempting to scan through does not exist. I'll attach a few pictures here to show what I mean. It stays stuck at this point until I kill the scan. Link to post Share on other sites More sharing options...
DarthVitrial Posted August 8, 2019 Author ID:1328478 Share Posted August 8, 2019 Here's my debug log. (Also as a random aside shouldn't the malwarebytes sslcert be update to tls 1.3?) AdwCleaner_Debug.log Link to post Share on other sites More sharing options...
Livi Posted August 8, 2019 ID:1328485 Share Posted August 8, 2019 I have the same issue. Where adwcleaner is running but not getting past. I uploaded the logfile to up2share because this site doesn't accept .pml files. Here is the link: logfile.pml https://up2sha.re/file?f=WMuIcO&token=5HQ2mjbu%2FhBAIpjcX4kzeLLFal9W4Ezd Link to post Share on other sites More sharing options...
Staff jboursier Posted August 9, 2019 Staff ID:1328585 Share Posted August 9, 2019 Hello, @DarthVitrial thank you so much! As a last request, would it be possible for you to zip C:\AdwCleaner and share it? Thanks! @Livi Thank you very much. We'll reach back shortly. Link to post Share on other sites More sharing options...
DarthVitrial Posted August 9, 2019 Author ID:1328639 Share Posted August 9, 2019 here you go AdwCleaner.zip Link to post Share on other sites More sharing options...
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