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[ RESOLVED ] stuck 30+ minutes on "Checking for updates", and can't kill


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11 days ago I posted about this issue here.  Since that post was marked as "resolved" I had to start a new post.

 

I tried to used my computer this morning around 06:00.  It was unbelievably unresponsive.  For example, I double clicked on a .txt file, and it took several minutes for the file to open.  Similarly, using Paint to slightly edit (crop) the screen shots attached to this post took many minutes.  Even Task Manager at times warned me that it was Not Responding.

 

I soon opened Task Manager, and I saw that the MalwareBytes Service was the #1 CPU user, using 26.5%.  See the first attached screen shot.  Sometimes appearing as the #2 CPU user was a Java process, at maybe 15% or so of the CPU.

What I saw in Task Manager did not surprise me, since:

  • before I go to bed at ~23:00, I start a Java backup program that does a fairly complicated sequence of local and remote file backups.  It can take many hours to run, no surprise that it still was
  • at 06:00 every morning a scheduled MBAM Threat Scan runs.  It normally takes ~3 minutes or so to complete--if it manages to not get stuck on "Checking for updates".  Following Porthos's advice, I have turned off Rootkit Scanning during this scan.  Altho I do not think that it makes a difference--it should have nothing to do with getting stuck on updating, and if I ever get past updating, it does not cause long scan times.

 

I then watched Task Manager for several minutes, and the MalwareBytes Service remained as the #1 CPU for many minutes.  That was unexpected, it should have finished after maybe 3 minutes.  So, I opened the MBAM client program to see what was happening.  It took a couple of minutes for the GUI to fully populate.  What I saw at that point was what you see in the 2nd screen shot attached to this post: MBAM was stuck on  "Checking for updates".

 

I waited for a lot longer, > 30 minutes, and MBAM never updated.

 

Also bad: as you can see in that 2nd screen shot, the MBAM client has a huge defect: the "Cancel" button (as well as "Pause") is greyed out when it is "Checking for updates".  The only way that I could stop MBAM was to shutdown every user program (including my still running Java backup program) and then restart Windows.  I should not have to do this--the GUI should let me kill just the MBAM Update.

 

So, this issue is not resolved: MBAM Premium 4.4.2 can get stuck seemingly forever on the "Checking for updates" stage and the only remedy is a Windows restart.  Not good.

 

I note that after I restarted Windows, I soon did a couple of manual scans of some downloaded files, and each time MBAM fairly quickly got past the "Checking for updates" stage and completed these scans quick enough.

 

 

 

mbam_cpu.png

mbam_updating.png

mbst-grab-results.zip

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  • 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:

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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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-The Malwarebytes Forum Team

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  • Root Admin

Sorry you're having this issue @CaptainHindsight

 

Can you please do the following?

  • 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 the CLEAN button and follow the onscreen instructions to reinstall Malwarebytes
  • NOTE: Please have patience as it can take a while to remove and reinstall. The computer will restart to complete

After the restart please do the following

  • 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

Thank you

 

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Posted (edited)

AdvancedSetup: thanks for your response.

 

I followed your instructions.  The deinstall and then reinstall seemed to go fine.

 

Issue #1: I was NOT prompted to restart my computer.  I went ahead and did so manually did so anyways.

 

Issue #2: after restart, in Windows Explorer, the right click context menu was now missing the choice "Scan with Microsoft Defender..."  I always scan all downloaded files both with MBAM and Microsoft Defender.  I have never found an issue in any downloaded files with either program, but I take security seriously.

My guess: the MBAM deinstall removed some registry keys which that context menu option was using.  Or maybe when I reinstalled MBAM, it overwrote some of those registry keys

I did a brief web search, found this link, and executed its .reg file.  That added the "Scan with Microsoft Defender..." context menu back.  But after I tried executing it, I was brought to Windows Settings with a dialog in front of it that started with the text "Page not available".  I attached a screen shot to this post.

I then rebooted my computer, and the first time I tried, that "Scan with Microsoft Defender..." context menu was back and seemed to work.  The next time that I tried, it was once more missing.  I had to double click on that .reg file which brought back the context menu option, but now I get that "Page not available" error.

During this time, In Windows Settings, in "Virus & threat protection", I noticed that Microsoft Defender's Periodic scanning option was off so I re-enabled it.  Actually, I have had to re-enable it twice now, since the setting does not seem to persist...

Oh the joys of Windows...

 

Coming back to the main purpose here, the 2nd file attached is the MBAM logs that you requested.

msDefender.png

mbst-grab-results.zip

Edited by CaptainHindsight
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  • Root Admin

Yes, when you do a Clean Removal it removes all previous settings. You can enable the Scan from Explorer option from within the program

image.png

If you want to use Windows Defender along with Malwarebytes then that too is controlled inside Malwarebytes settings.
Having it off allows Windows Defender to continue to run alongside Malwarebytes

image.png

 

I'll submit  your logs for the internal team to see if they can find any reasons why you were having update issues.

Thank  you again and have a great weekend

 

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