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Freeze during full scan! Need help pls :(


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Hi dear malwarebytes support team,

I have downloaded and installed this program without issues.

After running it for quick scan there were no problems. And nothing was found..

Then I tried the full scan and during checking for a games files (League of Legends)the program freezes without giving information.

Only the program freezes. Not my computer. I can work on. But its annoying why cant i run it without problems.

Once it worked very well and I tried to uninstall and install again. It didnt help. I tried even to run it as adminstrator. Didnt help...

PS = I have Kaspersky Internet Security 2012 and I cant find the settings for writing the excluding files of malwarebytes.

I hope someone can help me :(

Thanks so long...

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Hi, Lavinia:

Here are some general instructions for setting the reciprocal exclusions & permissions for KIS and MBAM.

You didn't mention whether your OS is 32-bit or 64-bit, so here are both versions.

Set Exclusions for Malwarebytes' Anti-Malware in Kaspersky Internet Security and Kaspersky Anti-Virus on 32 bit Windows Versions:


  1. Open Kaspersky and click on Settings in the upper right-hand corner
  2. Click on the right-most icon in the upper left to access Detected Threats and Exclusion Rules
  3. Under Exclusions click on Settings...
  4. In the Trusted zone window that pops up click on the Trusted applications tab
  5. Click on the Add button and select Browse
  6. In the browse window that opens navigate to C:\Program Files\Malwarebytes' Anti-Malware
  7. Double-click on mbam.exe and in the window that pops up, click the box next to each of the items listed in the window so that they are all checked and click on OK
  8. Do the same for each of the following:

    • mbamgui.exe
    • mbamservice.exe

[*]Once that is complete, click on OK to close the exclusions window

[*]Click on Apply at the bottom of the Settings window then click on OK

[*]Close the Kaspersky main window

Set Exclusions for Malwarebytes' Anti-Malware in Kaspersky Internet Security and Kaspersky Anti-Virus on 64 bit Windows Versions:


  1. Open Kaspersky and click on Settings in the upper right-hand corner
  2. Click on the right-most icon in the upper left to access Detected Threats and Exclusion Rules
  3. Under Exclusions click on Settings...
  4. In the Trusted zone window that pops up click on the Trusted applications tab
  5. Click on the Add button and select Browse
  6. In the browse window that opens navigate to C:\Program Files (x86)\Malwarebytes' Anti-Malware
  7. Double-click on mbam.exe and in the window that pops up, click the box next to each of the items listed in the window so that they are all checked and click on OK
  8. Do the same for each of the following:

    • mbamgui.exe
    • mbamservice.exe

[*]Once that is complete, click on OK to close the exclusions window

[*]Click on Apply at the bottom of the Settings window then click on OK

[*]Close the Kaspersky main window

Set Exclusions for Kaspersky Anti-Virus and Kaspersky Internet Security in Malwarebytes' Anti-Malware:


  • Open Malwarebytes' Anti-Malware and click on the Ignore List tab
  • Click the Add button on the lower left
  • In the small browse window that opens, navigate to C:\Program Files and click once on Kaspersky Lab and click OK
  • Close Malwarebytes' Anti-Malware

Please post back and let us know if this resolves the issue for you.

Thanks,

daledoc1

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Hi, Lavinia:

Here are some general instructions for setting the reciprocal exclusions & permissions for KIS and MBAM.

You didn't mention whether your OS is 32-bit or 64-bit, so here are both versions.

Set Exclusions for Malwarebytes' Anti-Malware in Kaspersky Internet Security and Kaspersky Anti-Virus on 32 bit Windows Versions:


  1. Open Kaspersky and click on Settings in the upper right-hand corner
  2. Click on the right-most icon in the upper left to access Detected Threats and Exclusion Rules
  3. Under Exclusions click on Settings...
  4. In the Trusted zone window that pops up click on the Trusted applications tab
  5. Click on the Add button and select Browse
  6. In the browse window that opens navigate to C:\Program Files\Malwarebytes' Anti-Malware
  7. Double-click on mbam.exe and in the window that pops up, click the box next to each of the items listed in the window so that they are all checked and click on OK
  8. Do the same for each of the following:

    • mbamgui.exe
    • mbamservice.exe

[*]Once that is complete, click on OK to close the exclusions window

[*]Click on Apply at the bottom of the Settings window then click on OK

[*]Close the Kaspersky main window

Set Exclusions for Malwarebytes' Anti-Malware in Kaspersky Internet Security and Kaspersky Anti-Virus on 64 bit Windows Versions:


  1. Open Kaspersky and click on Settings in the upper right-hand corner
  2. Click on the right-most icon in the upper left to access Detected Threats and Exclusion Rules
  3. Under Exclusions click on Settings...
  4. In the Trusted zone window that pops up click on the Trusted applications tab
  5. Click on the Add button and select Browse
  6. In the browse window that opens navigate to C:\Program Files (x86)\Malwarebytes' Anti-Malware
  7. Double-click on mbam.exe and in the window that pops up, click the box next to each of the items listed in the window so that they are all checked and click on OK
  8. Do the same for each of the following:

    • mbamgui.exe
    • mbamservice.exe

[*]Once that is complete, click on OK to close the exclusions window

[*]Click on Apply at the bottom of the Settings window then click on OK

[*]Close the Kaspersky main window

Set Exclusions for Kaspersky Anti-Virus and Kaspersky Internet Security in Malwarebytes' Anti-Malware:


  • Open Malwarebytes' Anti-Malware and click on the Ignore List tab
  • Click the Add button on the lower left
  • In the small browse window that opens, navigate to C:\Program Files and click once on Kaspersky Lab and click OK
  • Close Malwarebytes' Anti-Malware

Please post back and let us know if this resolves the issue for you.

Thanks,

daledoc1

Hi, daledoc1

thank you for your responding for my questions. But..

I followed step by step your descriptions but it didnt solve my problem :(

Still the same issue. Malwarebyets freezes in the middle of the scan :(

I dont know how i can solve this.

Maybe you have other ideas?

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Hi, again, lavinia:

Thanks for the update.

Sorry it's not working yet.

No, absolutely do NOT turn off KIS real-time protection! That would be dangerous.

Are you showing any signs of infection?

If not, then I would have 1 more suggestion before I refer you to someone more expert.

That would be to try a clean reinstall of MBAM, following the steps in the proper order to permit KIS and MBAM to work correctly together.

Please do the following and let us know if it corrects the issue.

  • If you are using MBAM PRO, be sure to have your license ID and key handy first.
  • Download and run mbam-clean.exe from here.
  • It will ask to restart your computer, please allow it to do so (very important!).
  • After the computer restarts, temporarily disable your Anti-Virus and install the latest version of Malwarebytes' Anti-Malware from here.
    Note: You will need to reactivate the program using the license ID & key you were sent via email, if you are using the PRO version.
  • Launch MBAM and set the Protection and Registration.
  • Then go to the UPDATE tab (if not done during installation) and check for updates.
  • Restart the computer again and verify that MBAM is in the task tray (if using the PRO version).
  • Now set up any file exclusions as may be required in your Anti-Virus/Internet-Security/Firewall applications, and then restart your Anti-Virus/Internet-Security applications. When you get to this point, please use the instructions in my earlier reply to set the exclusions.

Please take your time and follow the instructions exactly as written.

Many of us use both KIS/KAV and MBAM PRO without issues, so it ought to resolve your issue.

If not, then your scan freezes might be due to something else, such as a bad hard disk sector, a corrupt file, or perhaps malware.

In that case, we'll see what the more expert folks recommend in terms of running some diagnostics, etc.

Thanks for your patience,

daledoc1

PS If a more expert member or MBAM staffer replies in the interim, please be sure to follow their advice. ;)

PPS: Please use the zMn2t.jpg button instead of other ones when you reply here and at the other forums, so that it will be easier to read. :)

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Hi again,

I get despaird :(

It didnt work again..

I followed everything of your descrpition but no way to solve my issue :( It still freezes during full scan..

Last scans of other malware programs found some spywares.. I removed them all. It seems everythings ok with my computer.

But its only the appearance. I dont know so much bout his inner life :) So as I know I am not infected. Then there is the question why didnt work malwarebytes on my computer :(

Maybe you can help me further please or someone from your team

I appreciate your helps thanks so lot ^^

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Hi Spc3rd,

Im so happy :lol:

I followed your instructions and let check up the CHKDSK.

After this I run malwarebytes as an adminstrator. Voilà! Finally it worked ^^

And no threat was found ^^

Thank you so much for your support I appreciate your helps..

By the way one question. Is there a difference when I run the program as an adminstrator?

I mean it doesnt matter right?

Regards,

Lavinia

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Guest spc3rd

The REAL credit belongs to Daledoc1 - not me - as he/she was the forum member who first identified the problem as being the result of hard drive corruption. When you have a moment, please drop him/her a note here or send a PM [personal message].

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