CW58 Posted November 17, 2019 ID:1345764 Share Posted November 17, 2019 I've tried twice to do a scan with MWB 4 and the file counter stops around 137,333 even though the timer advances. I've let it sit for quite a while and cancelled after 3.5 hours. I didn't see any way to display what (file) is currently being scanned. Is this normal and should I just let it go for as long as it takes? Thank you. Windows 10 Link to post Share on other sites More sharing options...
Staff Malwarebytes Posted November 17, 2019 Staff ID:1345765 Share Posted November 17, 2019 ***This is an automated reply*** Hi, Thanks for posting in the Malwarebytes for Windows 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, a file named mbst-grab-results.zip will be found on 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...
Porthos Posted November 17, 2019 ID:1345766 Share Posted November 17, 2019 Just now, CW58 said: Thank you Please follow the directions from the following article and post back the requested logs and we'll review to assist you. https://support.malwarebytes.com/docs/DOC-2396 Thank you Link to post Share on other sites More sharing options...
CW58 Posted November 18, 2019 Author ID:1345789 Share Posted November 18, 2019 Thanks for the help. Happened again. was on item 162,471 when I looked at 28 minutes into scan and on same item 2 hrs 48 min in so I cancelled. Logs attached. mbst-grab-results.zip Link to post Share on other sites More sharing options...
exile360 Posted November 18, 2019 ID:1345803 Share Posted November 18, 2019 Greetings, According to your logs you are also running Avast Antivirus. Please exclude the items listed in this support article from Avast's real-time protection to see if that helps. Please let us know how it goes and if the issue is now resolved or not. Thanks Link to post Share on other sites More sharing options...
CW58 Posted November 21, 2019 Author ID:1346367 Share Posted November 21, 2019 It did not work. I added all the exceptions in the document but it has been on the same item count for over an hour. See images. Link to post Share on other sites More sharing options...
exile360 Posted November 21, 2019 ID:1346371 Share Posted November 21, 2019 OK, please do the following so that we may determine precisely where it is getting stuck: Create a Process Monitor Log: Create a new folder on your desktop called Logs Please download Process Monitor from here and save it to your desktop Double-click on Procmon.exe to run it In Process Monitor, click on File at the top and select Backing Files... Click the circle to the left of Use file named: and click the ... button Browse to the Logs folder you just created and type MB4 Log in the File name: box and click Save Exit Process Monitor and open it again so that it starts creating the logs Open Malwarebytes and perform a scan. Once it gets stuck, let it run for a bit longer (30 seconds or so after it gets stuck should be sufficient) then terminate the scan Close Process Monitor Right-click on the Logs folder on your desktop and hover your mouse over Send To and select Compressed (zipped) Folder Please attach the Logs.zip file you just created to your next reply, or if it is too large, please upload it to WeTransfer and select the option to send the file as a link from the options menu available by clicking on the circular ... button on the page and provide us with the link to the file Thanks Link to post Share on other sites More sharing options...
CW58 Posted November 23, 2019 Author ID:1346874 Share Posted November 23, 2019 Here is the link to the Procmon logs. https://we.tl/t-16puO750Z5 Link to post Share on other sites More sharing options...
exile360 Posted November 23, 2019 ID:1346913 Share Posted November 23, 2019 Thanks. I took a look at your logs and so far I've singled out this file which the scan spent several minutes on: C:\Windows\WinSxS\FileMaps\$$_syswow64_21ffbdd2a2dd92e0.cdf-ms Please try excluding that file in Malwarebytes to see if it makes any difference. To do so, open Malwarebytes and click on the Detection History area on the main dashboard then select Allow List and add a file exclusion for the file listed above then try running the scan again to see if that makes any difference. Please let us know how it goes. Thanks Link to post Share on other sites More sharing options...
CW58 Posted November 23, 2019 Author ID:1346926 Share Posted November 23, 2019 You guys are fast! Thanks for the help, it's appreciated but that was not it. Stuck for several minutes on same item count before I cancelled. Link to post Share on other sites More sharing options...
exile360 Posted November 23, 2019 ID:1346927 Share Posted November 23, 2019 What happens if you disable Avast, does that make any difference? It's possible that Avast is slowing it up still even with exclusions for some reason. Link to post Share on other sites More sharing options...
CW58 Posted November 23, 2019 Author ID:1346948 Share Posted November 23, 2019 I disabled Avast Behavior shield and File shield and now it's worse. Stuck on item 3979 and has been scanning startup items for 12 minutes now. This is after a fresh reboot. Earlier, MWB was stuck on Checking for updates until I killed it and rebooted. This is very strange. I've had NO problems before messing with MWB not that I'm saying it's the cause. Today, my PS\2 keyboard stopped working. Had to swap it out with a different (USB) one. Either I'm being cursed or something very odd is starting to happen to my old PC. Link to post Share on other sites More sharing options...
exile360 Posted November 23, 2019 ID:1346949 Share Posted November 23, 2019 That is strange. It is possible that the drive is failing and these issues with Malwarebytes are just an early sign of it. You can try a clean install of Malwarebytes to see if that makes any difference, but I'd also definitely recommend backing up any important data on another drive or some external media just in case it is failing hardware. To do the clean install please use the Support Tool as detailed below: 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 Link to post Share on other sites More sharing options...
CW58 Posted November 24, 2019 Author ID:1346964 Share Posted November 24, 2019 I've done a fresh install of MWB when I initially had problems with it so I don't think that's it. And my hard drive seems ok (see below) so I'm very disappointed because it's a great program and confused because I don't know what the problem is. Thank you for all your efforts! >wmic diskdrive get model,status Model Status WDC WD1600JS-00MHB0 ATA Device OK Generic USB SD Reader USB Device OK Generic USB SM Reader USB Device OK WDC WD4000AAJS-32YFA0 ATA Device OK Generic USB MS Reader USB Device OK Generic USB CF Reader USB Device OK >wmic diskdrive get status Status OK OK OK OK OK OK >wmic /namespace:\\root\wmi path MSStorageDriver_FailurePredictStatus Active InstanceName PredictFailure Reason TRUE IDE\DiskWDC_WD4000AAJS-32YFA0___________________12.01C02\5&2ea7e938&0&0.0.0_0 FALSE 0 TRUE IDE\DiskWDC_WD1600JS-00MHB0_____________________02.01C03\5&5c6cfd6&0&1.0.0_0 FALSE 0 Link to post Share on other sites More sharing options...
exile360 Posted November 24, 2019 ID:1346966 Share Posted November 24, 2019 Alright, just to rule it out completely please try removing Avast from the system, restarting, then reinstalling Malwarebytes and trying to run a scan to see if it works properly. Please use the Avast uninstall tool found here. Link to post Share on other sites More sharing options...
CW58 Posted November 24, 2019 Author ID:1346967 Share Posted November 24, 2019 Perhaps that is it but, since I don't think I have a problem, the additional effort is just not worth it to me. Besides, you'd think it would have been quickly discovered if AVAST causes this big a problem. Again, thank you sincerely for your help. Link to post Share on other sites More sharing options...
exile360 Posted November 24, 2019 ID:1346971 Share Posted November 24, 2019 Sure, I'm just trying to rule some things out. We have seen some issues with Avast in the past, though nothing for quite a while. Still, it might be worth a shot just to check as it may be a combination of things causing it, and a fresh install of Avast might actually correct it if it is related (like if one of Avast's drivers or other components isn't up to date for any reason). I also noticed CryptoPrevent is installed. It's possible that its background monitoring/service might be slowing things down during scans, or a combination of it along with Avast and/or some other software running in the background (GlassWire, Macrium Reflect, SUPERAntiSpyware etc.) so that's another possibility. Another possibility that we should rule out is that there might be some kind of malware on the system causing the issue. I noticed a lot of policy restrictions for various file extensions and programs in your logs and unless you created them or know what software did, the system should definitely be checked for threats. To have one of our malware removal specialists check the system to ensure it's clean please follow the instructions in this topic and then create a new topic in our malware removal area by clicking here and one of our malware removal specialists will analyze the logs and let you know if anything malicious or suspicious is present on the system and advise you on how to remove it if found. Link to post Share on other sites More sharing options...
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