Scan freezes during "scanning additional items" - doesn't complete scan

[tsunami123]

I run AVG free and it found a trojan horse (Trojan horse Generic_r.BWV) and deleted it. After that I ran MalwareBytes Free (it hadn't been run in weeks) and tried to do a Full Scan.

It freezes during "scanning additional items" and doesn't complete the scan (not responding). Note that up to that point, it reports zero detections. No log gets generated and it just stays unresponsive. It happens on Quick and Full Scans. I uninstalled it using the Control Panel and then reinstalled it. The same thing continued to happen.

What do I do now? I've always used AVG free with MalwareBytes Free with no problems. I'm not the most tech savvy person but hopefully would be able to follow instructions if they were detailed. I'm running Windows 7.

[Firefox]

Hello and

Sorry to hear your having issues using Malwarebytes. Below are some instructions on how to provide some logs so that we can review them and see if we can find out what is causing this. Please run the tools and attach the logs....

Check Tool and DDS Logs

Please post an mbam-check log:

Create an mbam-check log:

• Download mbam-check.exe from here and save it to your desktop
  
• Double-click on mbam-check.exe to run it, it should then open a log file
  
• Please attach the CheckResults.txt file which should now be located on your desktop to your next reply
  

Next, Please run the following scanner and send back the logs.

Download DDS from one of the locations below and save to your Desktop

dds.scr

dds.com

Temporarily disable any script blocker if your Anti-Virus/Anti-Malware has it.

How To Temporarily Disable Your Anti-virus, Firewall And Anti-malware Programs

Once downloaded you can disconnect from the Internet and disable your Ant-Virus temporarily if needed.

Then double click dds.scr or dds.com to run the tool, on Vista or Win 7 right click and select Run as administrator

Click the Run button if prompted with an Open File - Security Warning dialog box.

A black DOS console should open and run for a moment.

• 
  When done, DDS will open two (2) logs:
  

1. DDS.txt
   
2. Attach.txt
   

• Save both reports to your desktop
  
• Please include the following logs in your next reply: DDS.txt and Attach.txt
  You can ignore the note about zipping the Attach.txt file in most cases.
  

[tsunami123]

Thank you for responding so quickly. Before doing the above, I searched the forum one last time for any ideas. One thing that was suggested was to reboot the computer after installing malwarebytes. I hadn't done that. I restarted my computer and both quick and full scans completed and came out clean.

Sorry for all the trouble. I forgot the first rule of computers....if in doubt, reboot!

[AdvancedSetup]

Great, glad that worked out well for you thank you for the follow-up reply

Take care