CW58 Posted December 3, 2019 ID:1348681 Share Posted December 3, 2019 I was sent here from https:// forums.malwarebytes.com/topic/254035-mwb-scan-hangs after they could not figure out the problem and thought you'd be interested. I am experienced with computers and do not believe I have a malware problem but it is curious MWB scan hangs during the file scan phase although the timer advances. You can see various things have been tried, cleanups done, etc. but there is still a problem with the scan. Anyone care to try to figure this out? Link to post Share on other sites More sharing options...
Staff Malwarebytes Posted December 3, 2019 Staff ID:1348682 Share Posted December 3, 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...
Firefox Posted December 3, 2019 ID:1348694 Share Posted December 3, 2019 Hello and Welcome Lets start with some logs so we can try and figure out what may be going on. Please gather and provide logs with the Malwarebytes Support Tool so we can take a closer look at the issues you're experiencing.https://support.malwarebytes.com/docs/DOC-2396 Link to post Share on other sites More sharing options...
CW58 Posted December 3, 2019 Author ID:1348714 Share Posted December 3, 2019 Been there, done that. Here are the logs from a fresh run of the program. Thanks for the help. mbst-grab-results.zip Link to post Share on other sites More sharing options...
Porthos Posted December 3, 2019 ID:1348715 Share Posted December 3, 2019 9 minutes ago, CW58 said: Here are the logs from a fresh run of the program. Please update MB. Then restart and try again. Also are you running a regular or a custom scan? Link to post Share on other sites More sharing options...
CW58 Posted December 3, 2019 Author ID:1348731 Share Posted December 3, 2019 The regular Big Blue Button scan on the main screen of MWB free. Initiated Update. It hung (ran way too long). Killed it and rebooted. Did update. Completed in seconds. Ran scan. AGAIN stuck on Scanning the file system this time on item 219,360. It's been on that number for several minutes. Cancelled it. Link to post Share on other sites More sharing options...
Porthos Posted December 4, 2019 ID:1348744 Share Posted December 4, 2019 1 hour ago, CW58 said: Ran scan. AGAIN stuck on Scanning the file system this time on item 219,360. It's been on that number for several minutes. Cancelled it. Lets ask @AdvancedSetup to look it over. Link to post Share on other sites More sharing options...
CW58 Posted December 4, 2019 Author ID:1348750 Share Posted December 4, 2019 Sorry. I'm not sure what you mean. Should *I* click the @AS link and start a new thread there? Link to post Share on other sites More sharing options...
Porthos Posted December 4, 2019 ID:1348761 Share Posted December 4, 2019 1 hour ago, CW58 said: Sorry. I'm not sure what you mean. Should *I* click the @AS link and start a new thread there? No, Me posting like that told that member to see this topic. Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted December 4, 2019 Root Admin ID:1348870 Share Posted December 4, 2019 Hello @CW58 Sorry to hear you're having issues with the scanning. Let's try doing a Repair and see if that helps or not. We are tracking a few users with what appears to be a similar issue but we need to confirm some items first. https://support.malwarebytes.com/docs/DOC-2395 Give that a try and let me know if it corrects the issue or not. Thanks Link to post Share on other sites More sharing options...
CW58 Posted December 10, 2019 Author ID:1349805 Share Posted December 10, 2019 On 12/4/2019 at 3:01 PM, AdvancedSetup said: Sorry to hear you're having issues with the scanning. Let's try doing a Repair and see if that helps or not. We are tracking a few users with what appears to be a similar issue but we need to confirm some items first. https://support.malwarebytes.com/docs/DOC-2395 Give that a try and let me know if it corrects the issue or not. ------------- Ran repair. Rebooted. Ran scan. Stuck again on scanning file system. Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted December 10, 2019 Root Admin ID:1349807 Share Posted December 10, 2019 I'm sorry @CW58 but I don't currently have an answer for this issue. I know that our QA department is reviewing it but so far there is no concrete information telling us what is causing this. Temporarily you can revert back to the 3.8.3 version until our team is able to find a resolution for this. Constant upgrade notifications in Malwarebytes for Windows v3https://support.malwarebytes.com/docs/DOC-2465 Turn off upgrade notifications in Malwarebytes for Windows v3https://support.malwarebytes.com/docs/DOC-2142 https://downloads.malwarebytes.com/file/mb3-windows-legacy Link to post Share on other sites More sharing options...
nikhils Posted December 10, 2019 ID:1349950 Share Posted December 10, 2019 Hello @CW58 From you logs it is confirmed that scans gets stuck towards the end , but the reason is still not very clear. A memory dump will be help file to give us more clues. 1. Run a threat scan (Big blue button) 2. When the scan gets stuck go to task manager and generate a dump for the Malwarebytes App. We can dig into this further from the memory dump. Link to post Share on other sites More sharing options...
CW58 Posted December 10, 2019 Author ID:1349963 Share Posted December 10, 2019 19 minutes ago, nikhils said: Hello @CW58 From you logs it is confirmed that scans gets stuck towards the end , but the reason is still not very clear. A memory dump will be help file to give us more clues. 1. Run a threat scan (Big blue button) 2. When the scan gets stuck go to task manager and generate a dump for the Malwarebytes App. We can dig into this further from the memory dump. I was just about to uninstall MWB 4 and be done with it but I'm curious so here is the mbam.dmp file. https://we.tl/t-hJJnbNYak7 Link to post Share on other sites More sharing options...
nikhils Posted December 10, 2019 ID:1349988 Share Posted December 10, 2019 Hello @CW58 Thank you for the dump file. We are looking into it. Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted December 10, 2019 Root Admin ID:1349995 Share Posted December 10, 2019 Hi @CW58 We have released a new CU2 beta update that does address several issues. Can you please temporarily disable all other security software. If you have Malwarebytes 3.x installed please uninstall it and reboot. Then download and install Malwarebytes 4 and set it to download beta versions. Then check for updates, it should update, then reboot the computer and try a scan and let me know if that corrects the issue or not. After the update you should have the following or newer updates. Thank you Link to post Share on other sites More sharing options...
CW58 Posted December 10, 2019 Author ID:1350016 Share Posted December 10, 2019 I was going to try but the Beta option is for Premium only. Grayed out in the free version. Sorry. Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted December 10, 2019 Root Admin ID:1350017 Share Posted December 10, 2019 Thanks @CW58 I've relayed this to our team. Also waiting to hear back from others if this fixes the issue for them or not. If so then we'll have to see about getting a download link for the new beta. Please stay tuned Link to post Share on other sites More sharing options...
nikhils Posted December 11, 2019 ID:1350131 Share Posted December 11, 2019 Hello @CW58 The dump file we generated is actually only for the mbam.exe. We actually need a memory dump for mbamservice.exe I am going to send you a Private message with detailed instructions on how to get the dumps. Thank you for helping us with the issue. Link to post Share on other sites More sharing options...
nikhils Posted December 11, 2019 ID:1350132 Share Posted December 11, 2019 Hello @CW58 I sent you a PM with the instructions. Can you please give it a go ? Thank you. Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted January 17, 2020 Root Admin ID:1356721 Share Posted January 17, 2020 Hello @CW58 I'm following up to see if version 4 of Malwarebytes is working well for you now or not. Link to post Share on other sites More sharing options...
CW58 Posted January 21, 2020 Author ID:1357560 Share Posted January 21, 2020 On 1/17/2020 at 5:18 PM, AdvancedSetup said: Hello @CW58 I'm following up to see if version 4 of Malwarebytes is working well for you now or not. Ah yes. Hi. I've not touched it since you told me a fix was in the works. I was waiting. I just ran a scan while connected to the internet and it did update and scan and complete normally with no problems found so it seems to be working for me. FYI, I'm still using the DLL you sent but it didn't work before when it was updated but now it does. Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted January 22, 2020 Root Admin ID:1357582 Share Posted January 22, 2020 Great, glad to hear. Thank you for the follow up reply Link to post Share on other sites More sharing options...
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