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Hangs on "Installing Update"

Doc16743
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Doc16743

Doc16743

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Paid user here. Lately Malwarebytes hangs up while installing updates. I have it set to allow me to update manually, which I do daily. About every 4th or 5th time, it downloads the update okay, but when it moves to "Installing Update" it never finishes. Eventually, I am forced to reboot the computer to get out of the endless loop. I have uninstalled and reinstalled using the latest downloads available from the website, but it continues to hang up at that point. Much of the time it updates as it should.

This is on a Win 10 v. 1909 Dell i5 2400 quad-core with 16G RAM.

Thanks for any help!

Doc

 

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Malwarebytes

Malwarebytes

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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
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    • 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.
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  6. To provide logs for review click the Gather Logs button
  7. Upon completion, click OK
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  9. Please attach the file in your next reply.
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Porthos

Porthos

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2 minutes ago, Doc16743 said:

Thanks for any help!

Can you please collect and upload as an attachment the diagnostic data using our MBST?

  • Download and run the Malwarebytes Support Tool
  • Accept the EULA and click Advanced tab on the left (not Start Repair)
  • Click the Gather Logs button, and once it completes, attach the zip file it creates on your desktop to your next reply
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Porthos

Porthos

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15 minutes ago, Doc16743 said:

but I should tell you that I uninstalled MB before I thought to try posting to the forum for assistance.

Your logs show that.  Lets get a proper through uninstall and reinstall.

Please do the following Uninstall and reinstall using the Malwarebytes Support Tool

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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Doc16743

Doc16743

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On 1/9/2021 at 3:30 PM, Porthos said:

If it does, please supply a new set of support logs with that post.

Only took a couple of days to show up again unfortunately. Here's a brief timeline of what's happening:

00:00 Started Update

00:01 Download complete. "Installing Update" began

00:04 While "Installing Update" was running, apparently a scan of some sort started.

Scan has been running for over 30 minutes so far, and "Items Scanned" still stands at 0, as does the "Detections" count. The "Installing Update" notice is still running with the circle chasing its' tail, and cannot bypass it to exit the scan or the program.  Took about 15 minutes to run the Support Tool, and the results is attached. Going to attempt to uninstall via the Support Tool.

Thanks

Doc

mbst-grab-results.zip

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Porthos

Porthos

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@Doc16743

Why are the following settings off? They should be on for proper protection. Malwarebytes updates several times in a 24 hr period.

Could also be why the updates stall when doing a scan since the auto updates are not on you are having to update a larger database before a scan.

Quote

Automatically Check for Updates:                                   OFF

Automatically download and install application component updates:  OFF

I suggest turning off fast startup in Windows. Then restart.

https://www.tenforums.com/tutorials/4189-turn-off-fast-startup-windows-10-a.html

Quote

Fast Startup:                    On

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Doc16743

Doc16743

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Update: After about 33 minutes I was able to access the "X" in the upper-right of the main program and actually close the program. Problems not over, however, as now I am unable to restart it. Task Manager shows "Malwarebytes Service" running. Unable to End Task on this, but at least I have my computer back! Will wait to uninstall or make any other attempts until I hear back from you.

Doc

 

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Doc16743

Doc16743

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35 minutes ago, Porthos said:

@Doc16743

Why are the following settings off? They should be on for proper protection. Malwarebytes updates several times in a 24 hr period.

Could also be why the updates stall when doing a scan since the auto updates are not on you are having to update a larger database before a scan.

I suggest turning off fast startup in Windows. Then restart.

 

https://www.tenforums.com/tutorials/4189-turn-off-fast-startup-windows-10-a.html

 

Thanks again for the fast reply!

Fast Startup was on, so it is now turned off (not sure that's what you meant)

As to why those items are turned off: I'm an amateur radio operator, and do a lot of digital communications. These comms use software that uses PC resources in huge quantities. My Intel I5 2400 and 16G RAM can just about keep up, but only if I keep competing resource use low. I'd taken to turning Malwarebytes off during my on-air sessions along with a host of MS bloatware, back when all I had was an AMD quad-core and 4G RAM! I'm retired, and a newer PC is out of the question, so getting by the best I can!

I'll turn the auto-update features you mentioned, but will still have to turn off the app when I need the computer power.

I appreciate the help and advice!!

Thanks

Doc

 

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