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[ RESOLVED ] Scan stuck

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  • Root Admin

So far in all cases the scan should finish but a longer period of time.

If it's not completing on one of the systems then we need to look closer at that one. Please get me a fresh set of logs for the system it's not working on, please.



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 are 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 the Public desktop, please upload that file on your next reply

Thank you


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  • Staff
6 hours ago, deoroller67 said:

after upgrading to 4.6.4 scan finished on windows 11

unfortunately issue is still present on w10mbst-grab-results.zip

Does the scan ever finish?  

Have you pressed the Cancel button, and if so, what happened?

Thank you for your feedback on this problem.  Our apologies that this has occurred.  We are working on understanding the problem and the factors involved.  Your feedback has been invaluable and greatly appreciated.


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  • Staff

We believe this issue is resolved with our latest database update that was deployed a couple of hours (around 12:00 Eastern Time).  

The "Update package version" is 1.0.75991.  If you do not have that (or newer), please choose "Check for updates".

Please let us know if this resolves the problem for you.  Thank you again for your prompt feedback.

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