Jump to content

Stuck in restarting state


Recommended Posts

Hello, I had the issue that when I opened my task manager my cpu usage spiked to 100 for like 1 second. I read on the forums that I should run a malware scan so I did. I have my regular antivirus kaspersky, and I did 1 time scan with hitman pro and it found adware.online.io but it wasn't flagging it as serious threat. So I did a scan with malwarebytes and it found the same things 1. PuP so I clicked quarentinee and then it restarted my pc. However it has been stuck in this screen for like 5 minutes (normally it takes 30 seconds) and the dots are not moving. Please help I am freaking out.

824A7C25-AB47-4E60-B669-6515260EAD11.jpeg

Link to post
Share on other sites

  • Staff

***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:

Spoiler
  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.

Screenshots:

Spoiler
 
 
 
 
Spoiler

 

 

01.png

02.png

03.png

04.png

05.png

06.png

 

 

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/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

Link to post
Share on other sites

Greetings,

I'm sorry you ran into issues.  It sounds like your system is hung up and you will likely need to force it to power off by holding down the power button for a few seconds.  Once it powers down, power it back on again and verify that it is able to start normally.

Please let us know how it goes and if you have any further problems.

Thanks

Link to post
Share on other sites

Hello, thx for your help. My pc booted up correctly and I don't see any issues. It also says that it has quarentineed the threats. Just 1 question it has detected something in the windows folder as pup.optional is it safe for me to delete it. It has a name made of giberish like this XXXX-XXXX-XXXX-XXXX

btw that is not the name 

Link to post
Share on other sites

Apologies, I had to run some errands but I'm back now.  I did some checking and found the following information regarding the detections:

https://blog.malwarebytes.com/detections/pup-optional-onlineio/

Basically, it's a browser/search hijacker used for advertising (adware, essentially).  Are your Malwarebytes scans coming back clean now?  Is everything still running OK?  If so, then you should be all set, however if you are still experiencing any trouble you might want to go ahead and let one of our malware removal specialists take a look by following the instructions in this topic then creating a new topic in our malware removal area by clicking here and a malware removal specialist will guide you in checking and cleaning your system of any threats.

Link to post
Share on other sites

Hey, I think I am good now. ı deleted all threats, I ran a scan with hitmanpro and it's all clean now thx to you. What suprises me is that I never ever saw ads, is it possible my ad blocker was blocking them ? Other then that question I think I am all good now. And also does malwarebytes have a 1 time scanner ?

Link to post
Share on other sites

Yes, it's likely that your ad blocker blocked it or one of your other security tools.

The free version of Malwarebytes may be used as an on-demand scanner if you wish.  If you don't want it running in the background you can disable the option for it to start with Windows located in its settings which you can access by clicking the small gear icon in the upper right and locating the option for starting with Windows under the Security tab.  You can also opt out of the free trial if you don't want to use the Premium/paid features for the remainder of the trial period.  To do so, refer to the details in this support article.

Edited by exile360
Link to post
Share on other sites

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now
  • Recently Browsing   0 members

    • No registered users viewing this page.
Back to top
×
×
  • Create New...

Important Information

This site uses cookies - We have placed cookies on your device to help make this website better. You can adjust your cookie settings, otherwise we'll assume you're okay to continue.