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Malwarebytes Premium won't scan


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Hello,

I'm having problems with my Malwarebytes Premium. I've had it for 2 years now, I run it on a PackardBell and I have Windows 10. Maybe unrelated, three days ago Windows 10 updated.

Since yesterday I've been trying to run a scan but it doesn't manage it, it goes on for some time (between one and a few minutes, it depends) and then it simply stops. The program is updated to its latest version, at least I think so, and works correctly save for this (it stops me from going on dangerous websites, for instance).

Please help?

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***This is an automated reply***

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Thanks for posting in the Malwarebytes for Windows Help forum.

 

If you are having technical issues with our Windows product, please do the following: 

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Greetings,

Please try temporarily disabling or removing Avast to see if that makes any difference.  If it does, then please try creating exclusions between the two programs for one another by excluding the items listed in this support article from the real-time protection components in Avast and excluding Avast's program folder (likely located under C:\Program Files and/or C:\Program Files (x86)) using the Allow a file or folder function described in this support article and do the same for Avast's data folder, likely located under C:\ProgramData.

Please let us know how it goes and if the issue is now resolved or not.

Thanks

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27 minutes ago, exile360 said:

Greetings,

Please try temporarily disabling or removing Avast to see if that makes any difference.  If it does, then please try creating exclusions between the two programs for one another by excluding the items listed in this support article from the real-time protection components in Avast and excluding Avast's program folder (likely located under C:\Program Files and/or C:\Program Files (x86)) using the Allow a file or folder function described in this support article and do the same for Avast's data folder, likely located under C:\ProgramData.

Please let us know how it goes and if the issue is now resolved or not.

Thanks

Hello,
I don't have Avast, I had it a while ago but it's already deleted.

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OK, your logs show some remaining traces of it.  Lets get those purged just to make sure they aren't what's causing the issue.  To do so, please run the Avast Uninstall Utility and follow the instructions provided in that link to remove any remnants of Avast and restart your system when prompted then see if Malwarebytes works normally afterwards.

Please let us know how it goes.

Thanks

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24 minutes ago, exile360 said:

OK, your logs show some remaining traces of it.  Lets get those purged just to make sure they aren't what's causing the issue.  To do so, please run the Avast Uninstall Utility and follow the instructions provided in that link to remove any remnants of Avast and restart your system when prompted then see if Malwarebytes works normally afterwards.

Please let us know how it goes.

Thanks

I don't think I can run that utility, because it says I must run it on safe mode, but I don't possess the BitLocker Recovery key - if I tried to run the safe mode and it asked me the key and I couldn't write it, it would lock me out of the computer, right? Unfortunately the system was set up by a technician last year when I changed the hard disk, and I have no way of contacting him.

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I don't think you need the key to enter Safe Mode, but please check the instructions here: Safe Mode and here: Safe Mode and if you don't think you can get it without locking yourself out of the system then just skip it.

After you're done with trying that, go ahead and provide a fresh set of logs just so we can see what the current status of the system is and we will proceed from there:

  1. Run the Malwarebytes Support Tool
  2. Accept the EULA and click Advanced tab on the left (not Start Repair)
  3. Click the Gather Logs button, and once it completes, attach the zip file it creates on your desktop to your next reply

Thanks

Edited by exile360
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3 minutes ago, exile360 said:

I don't think you need the key to enter Safe Mode, but please check the instructions Safe Mode and Safe Mode and if you don't think you can get it without locking yourself out of the system then just skip it.

After you're done with trying that, go ahead and provide a fresh set of logs just so we can see what the current status of the system is and we will proceed from there:

 

  1. Run the Malwarebytes Support Tool
  2. Accept the EULA and click Advanced tab on the left (not Start Repair)
  3. Click the Gather Logs button, and once it completes, attach the zip file it creates on your desktop to your next reply

 

Thanks

Just to be clear, by "just skip it" you mean run the avast directory not in Safe Mode?

Thank you for your patience.

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4 hours ago, exile360 said:

Right, if you don't think you can get into Safe Mode without locking yourself out then skip trying to log into Safe Mode but do what you can to eliminate those remnants of Avast, reboot the system and see how things are running and create a fresh set of logs with the Support Tool and provide them in your response.

Thanks

All right, I hope I managed to delete it.

Here are the logs:

mbst-grab-results.zip

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I still see a few traces but nothing that appears to be active in memory so they shouldn't cause any conflicts with Malwarebytes.

If it is still getting stuck during scans lets try a clean install to see if that corrects it.  It may just be that one of Malwarebytes' configuration files or drivers is corrupted or didn't install correctly after an update causing it to fail to scan so hopefully this will fix it:

  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

Once that is done go ahead and update Malwarebytes and try to run a scan to see if it is now able to complete or not and let us know how it goes.

Thanks

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