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Scan is stuck and I can't exit out of it, make me force a restart


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Tried to start a scan just now, but it immediately froze permanently and it won't let me close it at all, it makes me force restart my laptop.

I use Intel Graphic, and a HP Windows 10 laptop.

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***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:

Malwarebytes Support Tool - Advanced Options

This feature is designed for the following reasons:

  • For use when you are on the forums and need to provide logs for assistance
  • For use when you don't need or want to create a ticket with Malwarebytes
  • For use when you want to perform local troubleshooting on your own

How to use the Advanced Options:

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  1. Download Malwarebytes Support Tool
  2. 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.
  3. Place a checkmark next to Accept License Agreement and click Next
  4. Navigate to the Advanced tab
  5. The Advanced menu page contains four categories:
    • Gather Logs: Collects troubleshooting information from the computer. As part of this process, Farbar Recovery Scan Tool (FRST) is run to perform a complete diagnosis. The information is saved to a file on the Desktop named mbst-grab-results.zip and can be added as an email attachment or uploaded to a forum post to assist with troubleshooting the issue at hand.
    • Clean: Performs an automated uninstallation of all Malwarebytes products installed to the computer and prompts to install the latest version of Malwarebytes for Windows afterwards. The Premium license key is backed up and reinstated. All user configurations and other data are removed. This process requires a reboot.
    •  Repair System: Includes various system-related repairs in case a Windows service is not functioning correctly that Malwarebytes for Windows is dependent on. It is not recommended to use any Repair System options unless instructed by a Malwarebytes Support agent.
    • Anonymously help the community by providing usage and threat statistics: Unchecking this option will prevent Malwarebytes Support Tool from sending anonymous telemetry data on usage of the program.
  6. To provide logs for review click the Gather Logs button
  7. Upon completion, click OK
  8. A file named mbst-grab-results.zip will be saved to your Desktop
  9. Please attach the file in your next reply.
  10. To uninstall all Malwarebytes Products, click the Clean button.
  11. Click the Yes button to proceed. 
  12. Save all your work and click OK when you are ready to reboot.
  13. After the reboot, you will have the option to re-install the latest version of Malwarebytes for Windows.
  14. Select Yes to install Malwarebytes.
  15. Malwarebytes for Windows will open once the installation completes successfully.

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Please contact our support team at https://support.malwarebytes.com/hc/en-us/requests/new to get help

If you need help looking up your license details, please head here: Find my premium license key

 

 

Thanks in advance for your patience.

-The Malwarebytes Forum Team

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Greetings,

I'm sorry that the software did not scan properly.  After restarting your system, please try the scan again and if it still gets stuck, restart your system once more then do the following to see if it corrects the issue:

  1. Run the Malwarebytes Support Tool
  2. Accept the EULA and click Start Repair
  3. Please be patient while the tool runs, it can sometimes take several minutes to complete
  4. Follow the onscreen instructions and restart your system if prompted to do so to complete the repair process

If that fails to resolve the issue then please do the following so that we may take a closer look at your installation to try and fix the problem:

  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

Please let us know how it goes, and if necessary, please provide the requested ZIP file.

Thanks

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26 minutes ago, exile360 said:

Greetings,

I'm sorry that the software did not scan properly.  After restarting your system, please try the scan again and if it still gets stuck, restart your system once more then do the following to see if it corrects the issue:

 

  1. Run the Malwarebytes Support Tool
  2. Accept the EULA and click Start Repair
  3. Please be patient while the tool runs, it can sometimes take several minutes to complete
  4. Follow the onscreen instructions and restart your system if prompted to do so to complete the repair process

 

If that fails to resolve the issue then please do the following so that we may take a closer look at your installation to try and fix the problem:

 

  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

 

Please let us know how it goes, and if necessary, please provide the requested ZIP file.

Thanks

I tried the first option with Start Repair, but now Malwarebytes won't even start after rebooting, everytime I try to open it, nothing happens and both Malware programs I had pretty much disappeared!

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3 minutes ago, TheAGames10 said:

nothing happens and both Malware programs I had pretty much disappeared!

If that fails to resolve the issue then please do the following so that we may take a closer look at your installation to try and fix the problem:

 

  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

 

Please let us know how it goes, and if necessary, please provide the requested ZIP file.

Thanks

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11 minutes ago, Porthos said:

If that fails to resolve the issue then please do the following so that we may take a closer look at your installation to try and fix the problem:

 

  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

 

Please let us know how it goes, and if necessary, please provide the requested ZIP file.

Thanks

But like I said, both Malwarebytes programs, including the Support Tool, DISAPPEARED! I even tried to search for both programs, but only web searches came up!

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Posted (edited)
2 minutes ago, TheAGames10 said:

But like I said, both Malwarebytes programs, including the Support Tool, DISAPPEARED! I even tried to search for both programs, but only web searches came up!

Then please re download the support and try again.

If you're unable to run the tool,Then run the following scanning tool for us and we'll review these logs instead to see how we can assist you further.

  Please download Farbar Recovery Scan Tool and save it to your desktop.

Note: You need to run the version compatible with your system.
You can check here if you're not sure if your computer is 32-bit or 64-bit

  • Double-click to run it. When the tool opens click Yes to disclaimer.
  • Press the Scan button.
  • It will make a log (FRST.txt) in the same directory the tool is run. Please attach it to your reply.
  • The first time the tool is run, it also makes another log (Addition.txt). Please attach it to your reply as well.

Thank you

Edited by Porthos
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2 minutes ago, Porthos said:

Then please re download the support and try again.

If you're unable to run the tool,Then run the following scanning tool for us and we'll review these logs instead to see how we can assist you further.

  Please download Farbar Recovery Scan Tool and save it to your desktop.

Note: You need to run the version compatible with your system.
You can check here if you're not sure if your computer is 32-bit or 64-bit

  • Double-click to run it. When the tool opens click Yes to disclaimer.
  • Press the Scan button.
  • It will make a log (FRST.txt) in the same directory the tool is run. Please attach it to your reply.
  • The first time the tool is run, it also makes another log (Addition.txt). Please attach it to your reply as well.

Thank you

Trying to redownload the Support Tool made a "The app your trying to install isn't a Microsoft-verified app" message pop up from the Microsoft store.

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1 minute ago, TheAGames10 said:

"The app your trying to install isn't a Microsoft-verified app" message pop up from the Microsoft store.

 

2020-05-05_01h36_02.png

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Please restart the computer @TheAGames10

After the restart please run the following. If Smart Screen blocks it tell it to allow it.

 

Please download Farbar Recovery Scan Tool and save it to your desktop.

Note: You need to run the version compatible with your system.
You can check here if you're not sure if your computer is 32-bit or 64-bit

  • Double-click to run it. When the tool opens click Yes to disclaimer.
  • Press the Scan button.
  • It will make a log (FRST.txt) in the same directory the tool is run. Please attach it to your reply.
  • The first time the tool is run, it also makes another log (Addition.txt). Please attach it to your reply as well.

Thank you

 

 

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17 minutes ago, AdvancedSetup said:

Please restart the computer @TheAGames10

After the restart please run the following. If Smart Screen blocks it tell it to allow it.

 

Please download Farbar Recovery Scan Tool and save it to your desktop.

Note: You need to run the version compatible with your system.
You can check here if you're not sure if your computer is 32-bit or 64-bit

  • Double-click to run it. When the tool opens click Yes to disclaimer.
  • Press the Scan button.
  • It will make a log (FRST.txt) in the same directory the tool is run. Please attach it to your reply.
  • The first time the tool is run, it also makes another log (Addition.txt). Please attach it to your reply as well.

Thank you

 

 

 

Addition.txt FRST.txt

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This is almost certainly due to a block from McAfee antivirus. Please make sure you FULLY disable McAfee's antivirus and run the following fix.

 

Please download the attached fixlist.txt file and save it to the Desktop.
NOTE. It's important that both files, FRST or FRST64 and fixlist.txt are in the same location or the fix will not work.

NOTICE: This script was written specifically for this user, for use on this particular machine. Running this on another machine may cause damage to your operating system.

Run FRST or FRST64 and press the Fix button just once and wait.
If the tool needs a restart please make sure you let the system restart normally and let the tool complete its run after restart.
The tool will make a log on the Desktop (Fixlog.txt). Please attach or post it to your next reply.

Note: If the tool warned you about an outdated version please download and run the updated version.

fixlist.txt

Thanks

 

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