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Hilltops

Programs take a very long time to start up after update 4.0.4

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Since the 4.0.4.49 update for Malwarebytes Premium, all programs, including Chrome and Firefox, take a very long time to start up. MS-Explorer is also affected, as well as the right-click context function. I've narrowed the problem down to MB's Malware Protection. When I disable that, everything runs smoothly again. Please advise how to proceed. Thank you!

I enclosed the log files that were collected by the Support Tool (1.5.3.749).mbst-grab-results.zip

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***This is an automated reply***

Hi,

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  1. Download Malwarebytes Support Tool
  2. Once the file is downloaded, open your Downloads folder/location of the downloaded file
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Greetings,

I notice that you have fast startup enabled.  This feature is known to sometimes cause problems with Malwarebytes and other applications.  Please begin by disabling fast startup.  Instructions on how to do so can be found here as well as here.

If that does not resolve the issue then please adding exclusions to your antivirus (Avira) for Malwarebytes' files, folders and processes listed in this support article.  Please be sure to exclude Malwarebytes from Avira's real-time protection components, not just its on-demand scanner component.  Once that is done you should also exclude Avira's program folder (likely located under C:\Program Files and/or C:\Program Files (x86)) as well as its primary data folder (likely located under C:\ProgramData) using the method described under the Allow a file or folder section of this support article.

If that does not correct the problem then please try temporarily disabling Avira's real-time protection components one at a time to try and determine if one of its protection features is causing the issue.

Please let us know how it goes and if the problem still continues.

Thanks

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I have the exact same problem and have been following a few threads on the forum here.
I don't have any other antivirus programs and it's the same problem so it's not an issue with that.
It only started after the last update. I've tried things from other threads, reinstalled multiple times and the problem is still there.
After reinstalling, i can do a scan and it's fine but after a while the problem starts.
Opening websites, any website, even just google.com or Firefox's "new tab" page takes a while. Like Hilltops said:

2 hours ago, Hilltops said:

all programs, including Chrome and Firefox, take a very long time to start up. MS-Explorer is also affected, as well as the right-click context function

And if i try to run a scan, it just gets stuck on Checking for Updates. 7 hours and it was still going.

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4 minutes ago, Angeirax said:

I have the exact same problem and have been following a few threads on the forum here.

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

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1 hour ago, exile360 said:

Greetings,

I notice that you have fast startup enabled.  This feature is known to sometimes cause problems with Malwarebytes and other applications.  Please begin by disabling fast startup.  Instructions on how to do so can be found here as well as here.

If that does not resolve the issue then please adding exclusions to your antivirus (Avira) for Malwarebytes' files, folders and processes listed in this support article.  Please be sure to exclude Malwarebytes from Avira's real-time protection components, not just its on-demand scanner component.  Once that is done you should also exclude Avira's program folder (likely located under C:\Program Files and/or C:\Program Files (x86)) as well as its primary data folder (likely located under C:\ProgramData) using the method described under the Allow a file or folder section of this support article.

If that does not correct the problem then please try temporarily disabling Avira's real-time protection components one at a time to try and determine if one of its protection features is causing the issue.

Please let us know how it goes and if the problem still continues.

Thanks

Thanks for the quick response. It seems to me that the fast startup is not relevant because when I disable Malware Protection all programs load quickly. When I enable it, the problem returns. Also disabling Avira doesn't make a difference. Avira and Malwarebytes have been happy partners for years. This whole problem started with the recent MB update.

 

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I had logs from yesterday but i just got new ones right now. (Which took a while since the issue is currently happening)
I have MBAM going, stuck on Checking for Updates for 2 hours and 5 mins.

mbst-grab-results.zip

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3 minutes ago, Angeirax said:

I have MBAM going, stuck on Checking for Updates for 2 hours and 5 mins.

Restart the computer then...

Please try uninstalling and reinstalling Malwarebytes for Windows using the Malwarebytes Support tool. 

Uninstall and reinstall using the Malwarebytes Support Tool
https://support.malwarebytes.com/docs/DOC-2674

Please have lots of patience with the tool.  The first phase is a cleanup and does require a Windows Restart.
After the Restart, it may take 2 - 3 - 4 minutes till the Support tool screen shows up.   Please be patient and have faith.  Wait for it, whatever it takes.
The 2nd phase is where it offers to do a new Install.

 Let me know if that clears up the issue or not.

 

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I got the logs with the scan like that on purpose in case it helped identify the issue.
And as i mentioned in the other reply, i have uninstalled and reinstalled multiple times and they were all done using the support tool. Which didn't work.

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38 minutes ago, Hilltops said:

Thanks for the quick response. It seems to me that the fast startup is not relevant because when I disable Malware Protection all programs load quickly. When I enable it, the problem returns. Also disabling Avira doesn't make a difference. Avira and Malwarebytes have been happy partners for years. This whole problem started with the recent MB update.

 

 

As a follow-up: Interestingly enough, when Malware Protection is enabled, the Malwarebytes control panel/interface also takes just as long to load as any of the other programs. 

I also noticed that when I click 'Check for updates' I get the message, 'Unable to check not, because an update check is already in progress'. I tried it various time.

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3 minutes ago, Hilltops said:

 

As a follow-up: Interestingly enough, when Malware Protection is enabled, the Malwarebytes control panel/interface also takes just as long to load as any of the other programs. 

I also noticed that when I click 'Check for updates' I get the message, 'Unable to check not, because an update check is already in progress'. I tried it various time.

Exactly the same here.

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2 hours ago, Angeirax said:

in case it helped identify the issue.

I would uninstall the following and restart.

Quote

Internet Download Manager

 

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5 minutes ago, Angeirax said:

Uninstalled it, restarted and the problem is still there.

Lets have @AdvancedSetupor @LiquidTension take a look, Please be aware and staff traffic is lower than usual since we just came off a holiday in the US.

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13 hours ago, exile360 said:

I notice that you have fast startup enabled.  This feature is known to sometimes cause problems with Malwarebytes and other applications.  Please begin by disabling fast startup.  Instructions on how to do so can be found here as well as here.

If that does not resolve the issue then please adding exclusions to your antivirus (Avira) for Malwarebytes' files, folders and processes listed in this support article.  Please be sure to exclude Malwarebytes from Avira's real-time protection components, not just its on-demand scanner component.  Once that is done you should also exclude Avira's program folder (likely located under C:\Program Files and/or C:\Program Files (x86)) as well as its primary data folder (likely located under C:\ProgramData) using the method described under the Allow a file or folder section of this support article.

If that does not correct the problem then please try temporarily disabling Avira's real-time protection components one at a time to try and determine if one of its protection features is causing the issue.

 

As advised, I disabled fast startup last night and when I started the system up this morning, I encountered the same issue: Programs would load very slowly, including MB's own control center. Websites would also take a very long time to load.

I reported yesterday already on Avira and that disabling it did not make any difference.

The only thing that helps is disabling Malware Protection -- leaving on the other three components of Real-Time Protection does not negatively affect performance. 

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I just noticed that when Malware Protection is disabled this is not shown in the tray icon or its context menu. 'Check for Updates' is grayed out and, as I reported yesterday, trying to update through the control center doesn't work either. 

Hope you guys find the problem.

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Have you tried actually removing Avira yet just to test for certain that the issue isn't being caused by some kind of conflict/issue with Malwarebytes and one of its background processes, drivers or other components?  I realize I keep harping on Avira, but I just want to make absolutely certain that we are able to eliminate it as a variable completely.

While we await a member of Support to assist, I also noticed that you have an HP Z600 running Windows 10 which, at least according to HP's support site, doesn't have any available drivers from HP for that operating system (I'm guessing due to the fact that it likely shipped with an older operating system).  If you haven't yet, I'd also recommend checking your individual hardware components' manufacturers' websites for any available driver updates to see if getting those patched up helps at all as many issues can be the result of outdated drivers.  In particular, any network drivers (such as for your Broadcom ethernet adapter), your wireless card/controller if your system has one, your graphics drivers (i.e. Intel, Nvidia or ATI/AMD), your chipset drivers (Intel), your storage controller drivers (Intel as well in this case) as well as any firmware and BIOS updates (I spotted a few on HP's website, though I don't know your exact configuration so I don't know precisely which ones would or would not apply to your system).

The support page I found is here and depending on your precise hardware configuration, we should be able to aid you in tracking down any available driver updates for your individual hardware components if required.  Just let us know.

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@exile360 I appreciate your support but I hope you'll understand that I am a bit hesitant to start experimenting with my system. Everything has been working perfectly until I updated MB two days ago. So, let's wait till support can take a look into it.

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Sure, no problem at all.  I was just continuing to dig is all, and it might help the Support guys once they get here in troubleshooting the issue as well to give them a few additional ideas of where to look.  Once they collect more detailed data I'm sure they will be able to determine what is going on with the software.

Thanks for your continued patience.

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19 minutes ago, exile360 said:

Sure, no problem at all.  I was just continuing to dig is all, and it might help the Support guys once they get here in troubleshooting the issue as well to give them a few additional ideas of where to look.  Once they collect more detailed data I'm sure they will be able to determine what is going on with the software.

Thanks for your continued patience.

I understand the usefulness of additional information but I sense that there's a problem with the update as there are also other issues involved, such as the impossibility to update.

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On 12/1/2019 at 4:13 PM, exile360 said:

Sure, no problem at all.  I was just continuing to dig is all, and it might help the Support guys once they get here in troubleshooting the issue as well to give them a few additional ideas of where to look.  Once they collect more detailed data I'm sure they will be able to determine what is going on with the software.

Thanks for your continued patience.

It's more that a day later and I'm still having serious issues. Do you already have some news from the support staff?

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@exile360 Update: The devs must have been busy because this morning I was able to download an application update under Settings/General/Application Updates.  After this update I had full protection and all apps were loading without delays. I then tried to do a scan but it hung during its update cycle. The system became unresponsive and I had to reboot. I again checked for an application update but this one got stuck while installing. Again a reboot. Now the problem with apps not loading was back again, so I disabled 'Malware Protection' again. 

I just used the Support Tool for a 'Gather Logs' again. Please see the attachment. 

Never had so many problems with MB......

mbst-grab-results.zip

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OK, now that they've released another update please try one more clean install to see if it makes any difference:

  1. Run the Malwarebytes Support Tool
  2. Accept the EULA and click Advanced tab on the left (not Start Repair)
  3. 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

If it still hangs up during the install then please try performing the same steps in Safe Mode with Networking to see if that helps.  Once that is done restart your computer and allow it to start normally and test to see if you are then able to update and scan normally.

Thanks

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@exile360 I followed your instructions to the letter. After the fresh install it looked like everything was working fine: apps started up quickly and update worked. Until i did a full scan hung during 'Scanning file system' and I had to reboot. I then followed the clean install routine as you described. I had log files (see numbered attachments) made during each step in case the problem would persist and your devs would want to see what happened:

  1. In normal mode before removal
  2. In safe mode after removal using the clean option of the MB Support Tool
  3. In safe mode after installation
  4. In normal mode after installation.

Again, all seemed to work but after an hour or so working on the computer:

  1. Apps would not open without a long delay 
  2. After disabling 'Malware Protection,' apps opened promptly again
  3. However, 'Check for updates' didn't work: "Unable to check now, because an update check is already in progress"
  4. Scan got hung during 'Checking for updates.' In addition, 'Pause' and 'Cancel' are grayed out.

To be sure the devs have all possible information, I added a fifth log file of the system after the problems started again. Hope all this helps........

1 mbst-grab-results IN NORMAL MODE BEFORE RMOVAL.zip 2 mbst-grab-results IN SAFE MODE AFTER REMOVAL.zip 3 mbst-grab-results IN SAFE MODE AFTER INSTALLATION.zip 4 mbst-grab-results IN NORMAL MODE AFTER INSTALLATION.zip 5 mbst-grab-resultS IN NORMAL MODE AFTER ISSUES STARTED AGAIN.zip

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Thank you for providing all of those details and logs, hopefully the Developers will be able to use them to find the root cause of the issue and get it corrected.

@LiquidTension would you please take a look?  Thanks.

I've asked a member of Malwarebytes Support to assist us and hopefully he will be able to get the issue sorted out for you.  It is definitely an odd one, though I did just see that some other issues were being caused by certain database updates, so perhaps it is somehow related to that.  If so, then hopefully it will be resolved once they have pushed out a corrected database.

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