malwarebyte freezes mid-scan

[byte_king]

Hello,

I'm not sure where to post this. I'm in the wrong forum section, please redirect me and forgive me.

I am running the paid malwarebytes on W7 with Norton 360 to add layered protection. Recently, malwarebytes freezes when I perform a full-scan. Quick-scan goes through no problem, yet, when i do a full scan it always freezes at the same file (a Norton file with an impossibly long extension). I believe it may have something to do with Norton. I tried scanning with Norton's autoprotect disabled (I saw this helped someone with a similar problem on this forum) yet the problem persists. I'm not sure what else I can do. Any suggestions? Thanks.

[noknojon]

Hi byte king - You do have the right area for this -

Was this the item you noticed in the similar problem - This is the latest listing I can find from Symantic (Norton) site -

For Most Norton Products

Add exclusion to Auto-Protect and Risk scan

1 Start your Norton 2010 product.

2 In the Computer pane, click Settings.

3 Under Exclusions, next to Scan Exclusions, click Configure.

4 If you want to exclude a file from scan, under Scan Exclusions, click Add.

5 Browse and select the disk drive or folder or file you would like to exclude and click OK.

If you want to include subfolders within the folder, check Include Subfolders.

6 If you want to exclude a file from Auto-Protect, under Auto-Protect Exclusions, click Add.

7 Browse and select the disk drive or folder or file you would like to exclude and click OK.

If you want to include subfolders within the folder, check Include Subfolders.

8 Click Apply > OK

As you did not list 32 bit or 64 bit Win7 I included both items for you to select your own version -

For Windows Vista or Windows 7:

• C:\Program Files\Malwarebytes' Anti-Malware\mbam.exe
  
• C:\Program Files\Malwarebytes' Anti-Malware\mbamgui.exe
  
• C:\Program Files\Malwarebytes' Anti-Malware\mbamservice.exe
  
• C:\Program Files\Malwarebytes' Anti-Malware\zlib.dll
  
• C:\Program Files\Malwarebytes' Anti-Malware\mbam.dll
  
• C:\Program Files\Malwarebytes' Anti-Malware\mbamext.dll
  
• C:\ProgramData\Malwarebytes\Malwarebytes' Anti-Malware\rules.ref
  
• C:\Windows\System32\drivers\mbam.sys
  
• C:\Windows\System32\drivers\mbamswissarmy.sys
  

For 64 bit versions of Windows Vista or Windows 7:

• C:\Program Files (x86)\Malwarebytes' Anti-Malware\mbam.exe
  
• C:\Program Files (x86)\Malwarebytes' Anti-Malware\mbamgui.exe
  
• C:\Program Files (x86)\Malwarebytes' Anti-Malware\mbamservice.exe
  
• C:\Program Files (x86)\Malwarebytes' Anti-Malware\zlib.dll
  
• C:\Program Files (x86)\Malwarebytes' Anti-Malware\mbam.dll
  
• C:\Program Files (x86)\Malwarebytes' Anti-Malware\mbamext.dll
  
• C:\ProgramData\Malwarebytes\Malwarebytes' Anti-Malware\rules.ref
  
• C:\Windows\System32\drivers\mbam.sys
  
• C:\Windows\SysWoW64\drivers\mbamswissarmy.sys
  

Note: If using a software firewall besides the built in Windows Firewall you'll need to exclude them from it as well

Thank You - B)

EDIT - Please let us know if this helps in any way - B)

[exile360]

If that does not work, the please try the following to see if it corrects the issue:

Run a Disk Check on your C: drive in Windows Vista or Windws 7:

• Click the Start button and select Computer
  
• Right-click on C: and select Properties
  
• Click on the Tools tab
  
• Under Error-checking click the Check Now... button and click Continue at the User Account Control prompt
  
• Mark the box next to Automatically fix file system errors and Scan for and attempt recovery of bad sectors
  
• When the message box pops up, click the Schedule disk check button and restart your computer
  
• Once your computer restarts it will check the drive, don't press any keys so that it is allowed to do so
  

[byte_king]

@exile360. Thanks for the suggestions, I ran the error-check proceedure as you suggested. Nothing came up and the problem persisted.

@noknojon. I am running W7 32-bit. I added those exclusions and I think it did the trick. Thank you very much. Just one question, since norton is avoiding scanning these files, would thiss create any security holes in my computer I should be aware of?

Thank you!

[byte_king]

oops, i spoke to soon. I thought adding those exclusions did the trick, but it ended up getting stuck in the same file. Its a Norton file in the program data folder. Hmm, I looked around on this forum and apparently there is an issue between malwarebytes and Norton. However, the issue they state and the issue im having is a little diffrent. Some of the others reported their computer freezing, my computer is fine, except malwarebytes stops responding. Also, after I added those exclusions on Norton, I got a message saying malwarebytes ran out of memory....This only happened once, usually malwarebytes just stops responding.

[exile360]

Hello again

Creating those exclusions won't create any security holes .

Did you add MBAM's files and drivers to the exclusion lists of Norton's scanner and realtime protection? You may also need to exclude it or set it as trusted in Norton 360's firewall settings.

[byte_king]

Hello again

Creating those exclusions won't create any security holes .

Did you add MBAM's files and drivers to the exclusion lists of Norton's scanner and realtime protection? You may also need to exclude it or set it as trusted in Norton 360's firewall settings.

Yep, MBAM's files and drivers are excluded in both the scanner and real-time protection. I just scanned it again and it always gets stuck in the same file. Its a Norton file in the program data folder and the file name has a bunch of numbers, but it looks like it may have something to do with Norton 360's backup feature.

As for the firewall settings. I opened up Norton --> settings --> firewall --> program rules --> allow malwarebytes.

Was this what you meant when you said to exclude malwarebytes from Norton firewall? I did this and scanned. Still fails to respond after some time.

I uploaded the screen i get showing the file where MBAM hangs. Please have a look.

Thanks.

[exile360]

As for the firewall settings. I opened up Norton --> settings --> firewall --> program rules --> allow malwarebytes.

Was this what you meant when you said to exclude malwarebytes from Norton firewall?

Yes, that's what I meant

I'll point one of the developers to this thread so they can look into it further.

Thank you for your patience

[noknojon]

Hi byte king -

I looked around on this forum and apparently there is an issue between malwarebytes and Norton.

Generally the problems you have noted are not related to any others I have actually seen -

would this create any security holes in my computer I should be aware of?

No - This just tells Norton that Malwarebytes is a 'friendly' program - (Just adding to exile360's explanation) -

Are you also only running a Quick Scan , as that is all you usually require, as you seem to have posted a Full Scan -

Make sure that all the items I listed are included in the firewall also - If one is missing it can cause small issues -

Thank You -

[byte_king]

Hi byte king -

Generally the problems you have noted are not related to any others I have actually seen -

No - This just tells Norton that Malwarebytes is a 'friendly' program - (Just adding to exile360's explanation) -

Are you also only running a Quick Scan , as that is all you usually require, as you seem to have posted a Full Scan -

Make sure that all the items I listed are included in the firewall also - If one is missing it can cause small issues -

Thank You -

Yep, every item you listed I ensured is made an exception. And the problem only comes up during a full scan, MBAM quick scans fine.

And maybe I'm wrong about someone posting a similar issue on this forum. Before I posted this thread, I was reading some online forums and similar issues have been reported between N360 and MBAM. I believe there is a thread on this forum describing such an issue. I'm fairly certain.

Thanks for your suggestions.

[noknojon]

Hi again -

The reason I contacted Symantic (Norton) for this procedure was to make sure that this is how they want exclusions done -

The other problems may have been prior to this, or may not have the same wording that I was given -

Thanks -

EDIT - Norton has issues with several programs, so many actually gave Norton away -

[exile360]

Hello again

Please do the following:

Create an Autoruns Log:

• Please download Sysinternals Autoruns from here.
  
• Save Autoruns.exe to your desktop and double-click it to run it.
  
• Once it starts, please press the Esc key on your keyboard.
  
• Now that scanning is stopped, click on the Options button at the top of the program and select Verify Code Signatures
  
• Once that's done press the F5 key on your keyboard, this will start the scan again, this time let it finish.
  
• When it's finished, please click on the File button at the top of the program and select Save and save the Autoruns.arn file to your desktop and close Autoruns.
  
• Right click on the Autoruns.arn file on your desktop and hover your mouse over Send To and select Compressed (zipped) Folder
  
• Attach the Autoruns.zip folder you just created to your next reply
  

I'll take a look at the log and see if I can identify any possible conflicts and hopefully assist you in resolving this issue.

[byte_king]

Hello again

Please do the following:

Create an Autoruns Log:

• Please download Sysinternals Autoruns from here.
  
• Save Autoruns.exe to your desktop and double-click it to run it.
  
• Once it starts, please press the Esc key on your keyboard.
  
• Now that scanning is stopped, click on the Options button at the top of the program and select Verify Code Signatures
  
• Once that's done press the F5 key on your keyboard, this will start the scan again, this time let it finish.
  
• When it's finished, please click on the File button at the top of the program and select Save and save the Autoruns.arn file to your desktop and close Autoruns.
  
• Right click on the Autoruns.arn file on your desktop and hover your mouse over Send To and select Compressed (zipped) Folder
  
• Attach the Autoruns.zip folder you just created to your next reply
  

I'll take a look at the log and see if I can identify any possible conflicts and hopefully assist you in resolving this issue.

Here is the autoruns log like you requested. If I made an error or you need me to redo another log, please let me know.

Thank you.

AutoRuns.zip

[exile360]

Hello again

It appears that the scan was not allowed to finish completely. Please delete the Autoruns.zip and Autoruns.arn files you just created and then open Autoruns again and wait until it says Ready instead of (Escape to cancel) Scanning... and zip and upload the resulting log.

Thanks

[byte_king]

Hello again

Please do the following:

Create an Autoruns Log:

• Please download Sysinternals Autoruns from here.
  
• Save Autoruns.exe to your desktop and double-click it to run it.
  
• Once it starts, please press the Esc key on your keyboard.
  
• Now that scanning is stopped, click on the Options button at the top of the program and select Verify Code Signatures
  
• Once that's done press the F5 key on your keyboard, this will start the scan again, this time let it finish.
  
• When it's finished, please click on the File button at the top of the program and select Save and save the Autoruns.arn file to your desktop and close Autoruns.
  
• Right click on the Autoruns.arn file on your desktop and hover your mouse over Send To and select Compressed (zipped) Folder
  
• Attach the Autoruns.zip folder you just created to your next reply
  

I'll take a look at the log and see if I can identify any possible conflicts and hopefully assist you in resolving this issue.

Hello again, disregard the first log I uploaded. I made a slight error. Here is the right one.

AutoRuns.zip

[byte_king]

Hello again

It appears that the scan was not allowed to finish completely. Please delete the Autoruns.zip and Autoruns.arn files you just created and then open Autoruns again and wait until it says Ready instead of (Escape to cancel) Scanning... and zip and upload the resulting log.

Thanks

yeah, sorry. I realized I didn't let it finish scanning....I think I got it right with the second attempt.

[exile360]

Hello again

It appears you may be running an old version of Norton 360 (version 3.8), the latest version is 4.0. Please update your Norton product by visiting this page and following the online instructions to download and install the update. Once that's complete, please reboot if prompted to do so and re-add your exclusions for MBAM in Norton 360 and see if the freeze issue still occurs.

Please let me know how it goes.

Thanks

[byte_king]

Hello again

It appears you may be running an old version of Norton 360 (version 3.8), the latest version is 4.0. Please update your Norton product by visiting this page and following the online instructions to download and install the update. Once that's complete, please reboot if prompted to do so and re-add your exclusions for MBAM in Norton 360 and see if the freeze issue still occurs.

Please let me know how it goes.

Thanks

Thank you very much. Updating the Norton software did the trick. I scanned 2 times using full scan and it went through no problem. I didn't even realize my Norton was out-of-date til you mentioned it.

Thank you for your assistance. I appreciate it immensely.

[exile360]

You're very welcome

I noticed one of the entries in the Autoruns log that gave me the clue and then I remembered that there was indeed a previous version of Norton360 that was known for having issues with Malwarebytes' Anti-Malware, something Symantec promptly resolved in a later release.

I'm glad that it's now working for you, and now you've got the latest version of Norton360 protecting you as well .

Should you require any further assistance please post.

Thanks