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Quarantine Process not starting


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I have downloaded the premium trial with the intention of upgrading to full premium if this program finds the malware that my current antivirus missed. 

The first time I ran it everything looked fine, it found about a 1000 suspicious files and put them all into quarantine without a problem. After that I rerun the scan just to be safe and it suddenly found 11k files. Still, I started the quarantining as normal. Because of the volume the speed was quite slow so I had to step away from my computer and in the meantime my boyfriend shut down my computer. (Unsure if the process finished before he did this or got interrupted)


Following this I wanted to start again and got over 20k results. When I click on quarantine selected it is stuck at 0.  Tried again, now I have 11k results with the same issue at the quarantine stage. I read another thread that said it would eventually get going so I left it but has been stuck for an hour, so I am not sure if this is normal. I also read that the big volume of files could result in this so I have tried only selecting the malware results not the PUPs, which is a much shorter list but still no improvement.

My questions are the following: 

Why am I getting varying numbers of results at the initial scan? 

How can I force the quarantine process to proceed?

Could a virus/Malware be blocking the clean-up process?

Since the exact file location is showing in the report, can I go in and manually delete the files rather than quarantining them? Would this have the same effect? 


FYI out of all the files about 20 are flagged as malware the rest are PUPs. 

The Malware results are multiple files for the following:

I have also been getting some system error messages for the following: SmartByteTelemetry.exe, Segurazo.Client.exe, WerFault.exe and read online that these could also be viruses.

Any help would be much appreciated. I am not a particularly computer savvy person and not sure what next steps to take. I made a big investment just a month ago to get this computer so it is disheartening that I am experiencing so many issues so early on...

Please let me know if you need any further information.
Thank you very much for your insight!

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Additional points: 

I am also unable to delete any already quarantined files. 

Realised one of the files that were flagged as Malware was actually a game launcher. It was discovered by the program but never quarantined because of the above described issue. Yet, I cannot access it. 


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Hi,  @pthxa    :welcome:

My name is Maurice. I will be helping and guiding you, going forward on this case.

You have describe a few different things.  Asked a bunch of question.  The first thing that is needed is detail reports.

We need to get information from this machine in order to have the proper detail to help you forward.
 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- to run the report
        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!"

    Do NOT use the button “Start repair” !
    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 ZIP file in your next reply.


Thank you.


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Hello.   Thanks for the report file.   Just by the way, I notice the pc has McAfee VirusScan.   Have you had the chance to run a scan with McAfee lately ?


I see that Segurazo Realtime Protection Lite is listed as a installed program.  That is a ill-advised addon that I urge you to Uninstall.

1. Type the Windows key+R to open the Run command.

2. Type control appwiz.cpl and hit Enter.
The Programs and Features window will appear.


3. Locate " Segurazo Realtime Protection Lite " and RIGHT-click click once to select it, then click the Uninstall button.

[ B ]

I  would suggest to download, Save, and then run Malwarebytes ADWCLEANER.

Please close Chrome and all other open web browsers after you have saved the Adwcleaner and before you start Adwcleaner scan.

Version 7.4 of Adwcleaner  detects factory Preinstalled applications too!

I  encourage you to take a look at the announcement blogpost to learn more this new detection category: https://blog.malwarebytes.com/malwarebytes-news/2019/07/your-device,-your-choice:-adwcleaner-now-detects-preinstalled-software/.


Please download  Malwarebytes AdwCleaner  https://downloads.malwarebytes.com/file/adwcleaner

Be sure to Save the file first, to your system.  Saving to the Downloads folder should be the default on your system.


Go to the folder where you saved Adwcleaner. Double click Adwcleaner  to start it.

At the prompt for license agreement, review and then click on I agree.


You will then see a main screen for Adwcleaner. ( if you do not see it right away, minimized the other open windows, so you can see Adwcleaner).

Then click on Dashboard button.

Click the blue button "Scan Now".


allow it a few minutes to finish the Scan.   Let it remove what it finds.

NOTE:  When it comes to the section "

Pre-installed applications


You can skip that.

Please find and send the Adwcleaner "C" clean report.

In Adwcleaner, click the "Reports" button.  Look at the list of reports for the latest date & type "Clean".

Double Click that line & it will open in Notepad.   Save the file to your system and then Attach that with your reply.

Thanks.  Keep me advised.


NOTE:  These 2 procedures will go a long way to removing the bulk of the P U P  ( potential unwanted add-ons  / adwares) issues on this machine.


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