Jump to content

[ RESOLVED ] stuck 35 hours on "Checking for updates"


Recommended Posts

Several times in the last month, I tried to use MBAM to manually scan recently downloaded files, but the scan did not start because the previous scheduled scan was still running.

I found that this scheduled scan was always stuck on the stuck on the "Checking for updates" stage, which is why it never finished.

I saved a screen shot of this the last time that I noticed that it happened, on June 24.  I have attached that screen shot to this post.

Does anyone know what is going on?  I have never had this problem before.

I note that I was using MBAM 4.4.0 Premium when that screen shot was taken, but I was recently prompted to upgrade to 4.4.2 which I have done.  I have not seen this problem yet on 4.4.2, so maybe this was a known bug that got fixed?  I found the 4.4.2 Release Notes, and they cite a seemingly different issue that got fixed:

  • MBAM-4485: Fixed the issue of missing Checking for updates message when the check is triggered from the taskbar.

 

mbam.png

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

45 minutes ago, CaptainHindsight said:

Does anyone know what is going on?  I have never had this problem before.

Restart the computer. then do the following.

To begin, please do the following so that we may take a closer look at your installation for troubleshooting:

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 the Malwarebytes Support Tool
  • In your Downloads folder, open the mb-support-x.x.x.xxx.exe file
  • In the User Account Control pop-up window, click Yes to continue the installation
  • Run the MBST Support Tool
  • In the left navigation pane of the Malwarebytes Support Tool, click Advanced
  • In the Advanced Options, click Gather Logs. A status diagram displays the tool is Getting logs from your machine
  • A zip file named mbst-grab-results.zip will be saved to your desktop, please upload that file on your next reply

Thanks

Link to post
Share on other sites

1 minute ago, CaptainHindsight said:

Porthos: thanks for your rapid reply.

I have followed your instructions, log file is attached.

mbst-grab-results.zip 9.93 MB · 0 downloads

Quote

Scheduled Scan Parameters:
    AutoClean: OFF | Auto Restart: OFF | Check For Updates: ON | PUM Handling: detect | PUP Handling: detect | Scan Archives: ON | Scan Extra: ON | Scan Memory: ON | Scan Registry: ON | Scan Rootkit: ON | Scan Startup: ON | Type: normal

 

Rootkit scanning on a regular basis especially in a scheduled scan is not needed or recommended. It extends the time of your scan and considering how large your drive is and you have 700+ gigs of used space it will take a long time to scan. Is this drive an SSD?

I assume this scheduled scan is a threat scan not a full custom scan?

 

Link to post
Share on other sites

40 minutes ago, Porthos said:

Rootkit scanning on a regular basis especially in a scheduled scan is not needed or recommended. It extends the time of your scan and considering how large your drive is and you have 700+ gigs of used space it will take a long time to scan. Is this drive an SSD?

I assume this scheduled scan is a threat scan not a full custom scan?

 

Yes: my main drive is a 2TB PCIe NVMe SSD (Samsung 970 EVO, was reasonably fast when it came out, still not bad).  I have another 2TB SSD, a SanDisk SATA model, that is a little slower and which I use for bulk storage.

Yes: this scheduled scan is a threat scan.

I have attached 2 more screen shots which show this scan's config.

No, the rootkit scan does not seem to lead to long scan times.  Looking at my Reports, this scheduled scan completes in ~3 minutes, when it completes (which is most of the time).

mbam_threat scan_1.png

mbam_threat scan_2.png

Link to post
Share on other sites

3 minutes ago, CaptainHindsight said:

Looking at my Reports, this scheduled scan completes in ~3 minutes

Get me one of those reports please. Not a screenshot

 

Edited by Porthos
Link to post
Share on other sites

9 hours ago, CaptainHindsight said:

I have not seen this problem yet on 4.4.2, so maybe this was a known bug that got fixed? 

Keep an eye on it. It could be fixed.

In either case even if fixed, Rootkit scanning is unneeded.

Quote

It is recommend rootkit be turned on only where there is an issue for removing something with the normal scan. Rootkit is slightly more dangerous as it has to disable some whitelisting to remediate some rootkits.

But honestly, we rarely see rootkit files anymore and the newer engine can remove most of them anyways even without rootkit on.

 

Link to post
Share on other sites

Guest
This topic is now closed to further replies.
 Share

  • 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.