ICF01 Posted July 14, 2021 ID:1469378 Share Posted July 14, 2021 Hi, Malwarebytes is performing a scan for 11 hours, even if I stop the computer it continues to scan. It remains at first step checking for updates and the Pause and Cancel buttons are grayed out. My Windows is incredibly slow, I cannot install the tool that Malwarebytes Customer Support tool asked me to install for logs. Excel opens in 20 mins, I cannot install or uninstall programs, and everything is incredibly slow except Chrome which works ok. Do you have any advice for me? Thanks, Constantin Link to post Share on other sites More sharing options...
Maurice Naggar Posted July 14, 2021 ID:1469383 Share Posted July 14, 2021 Hello Constantin. I regret to read of your troubles. First question is: You have a open on-going Support Ticket. right ? yes / no ? Has a human agent made a reply ? yes / no. If yes, when was that ? Link to post Share on other sites More sharing options...
ICF01 Posted July 14, 2021 Author ID:1469386 Share Posted July 14, 2021 Hi, I have a ticket, but haven't received any reply from a human agent, no. Thanks Link to post Share on other sites More sharing options...
Maurice Naggar Posted July 14, 2021 ID:1469390 Share Posted July 14, 2021 When did you first open the ticket ? It does take a few work-days befor a human gets to your ticket. They work new cases in the order of receipt. Link to post Share on other sites More sharing options...
Maurice Naggar Posted July 14, 2021 ID:1469394 Share Posted July 14, 2021 (edited) Keep in mind, we want to prevent any situation where there are possibility of over-stepping such as my helping you while a Support agant has your case & is actively working the case. This next procedure is only to just get a report for review. It does not make changes. Please download the 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 the disclaimer. be very sure to TICK the box for "Addition.txt" Press the Scan button. It will make a log (FRST.txt) in the same directory the tool is run. Please copy and paste it to your reply. The first time the tool is run, it also makes another log (Addition.txt). If you've run it before it may not and you may need to select it manually Please attach both logs to your reply . Edited July 14, 2021 by Maurice Naggar Link to post Share on other sites More sharing options...
Maurice Naggar Posted July 14, 2021 ID:1469400 Share Posted July 14, 2021 Keep an eye out on the email account you used to contact Support. You should expect a reply from an agent. Link to post Share on other sites More sharing options...
ICF01 Posted July 14, 2021 Author ID:1469402 Share Posted July 14, 2021 Thank you, Maurice. I have also deactivated Fast startup (read a similar topic on this forum about this) and Windows is better now, Malwarebytes has finished the scan. I have also been able to upload the logs, so hoping the support agent will come with some valuable resolution. Thanks again. Link to post Share on other sites More sharing options...
Maurice Naggar Posted July 14, 2021 ID:1469404 Share Posted July 14, 2021 You are welcome. Good to know that Windows is better and that Malwarebytes for Windows is working. Stick with support. I will now mark this here for closure. Cheers. Link to post Share on other sites More sharing options...
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