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Everything posted by LiquidTension

  1. If you didn't have the latest version of the tablet driver installed, you might want to see if the issue is still present with the latest. Alternatively, you could try installing an older version and see what impact that has (if you already had the latest installed). Unfortunately, if the issue still occurs, there's not much else that can be done at this time. We're looking into some potential changes that we could make (to how we compile our QT library) that should mitigate the problem, but there's no set time frame currently.
  2. Hi @wingwangwong, Thanks for troubleshooting file. You have tablet software (Huion Tablet v14.7.60.339) installed, which is known to cause application hangs, crashes and other issues with applications using a QT-based user interface. We've seen this issue specifically occur with the Malwarebytes user interface and tablet drivers from Wacom, Huion and Veikk. Please try (temporarily) uninstalling your tablet software, rebooting and check if this has any impact on the issue. Error: (04/02/2019 04:54:20 PM) (Source: Application Hang) (EventID: 1002) (User: ) Description: The program mbam.exe version stopped interacting with Windows and was closed. To see if more information about the problem is available, check the problem history in the Security and Maintenance control panel. Process ID: 3ab0 Start Time: 01d4e91fa32ada0c Termination Time: 12 Application Path: C:\Program Files\Malwarebytes\Anti-Malware\mbam.exe Report Id: 047ccc98-7149-451c-a342-a354de05849e Faulting package full name: Faulting package-relative application ID: Hang type: Unknown Error: (04/02/2019 02:43:40 PM) (Source: Application Hang) (EventID: 1002) (User: ) Description: The program mbamtray.exe version stopped interacting with Windows and was closed. To see if more information about the problem is available, check the problem history in the Security and Maintenance control panel. Process ID: 1410 Start Time: 01d4e91f122526b9 Termination Time: 7 Application Path: C:\Program Files\Malwarebytes\Anti-Malware\mbamtray.exe Report Id: 1cde59d2-4e47-4497-9df4-d4d3486df00b Faulting package full name: Faulting package-relative application ID: Hang type: Unknown
  3. Thank you for the update! I will get back to you shortly with the results of the dump analysis.
  4. It depends on the nature of the freeze/deadlock. We've found that in some cases, the designated key sequence is able to initiate a blue screen despite other keyboard input being unresponsive. Ultimately, it's trial and error, so I don't have a definitive answer for you. If you find the key sequence does not have the intended effect, we can move onto other troubleshooting. I would still like to explore the possibility of Macrium Reflect's involvement given we have strong findings that explicitly implicate the program in the cause of a freeze/deadlock.
  5. Thank you for the information! Disabling Advanced Threat Defense within BitDefender was the current workaround. It's useful to know that adding an exclusion is also a viable option.
  6. Thanks very much. We appreciate your willingness to assist. Here are steps on how you can configure the machine to force a blue screen. This will result in creation of a memory dump that we will analyse. Enable Forced BSOD Download enable_forced_bsod.reg using the link below: → https://malwarebytes.box.com/s/8rxpxrwm4jmdz95dg5p1kudymdl4vtzm Open your Downloads folder or location of the downloaded enable_forced_bsod.reg file. Double-click enable_forced_bsod.reg and click Run followed by Yes if prompted by User Account Control. Click Yes when prompted to continue. Click OK. Restart your computer. Also, verify the computer is configured to generate a full memory dump. Details on this can be found below (the article applies to Windows 7 as well as 10): https://www.tenforums.com/tutorials/5560-configure-windows-10-create-minidump-bsod.html Afterwards, please do the following: Install the latest version of Malwarebytes: https://downloads.malwarebytes.com/file/mb3 Activate your Premium license and configure the program in the same manner as before it was uninstalled. Revert any other changes to the machine so that it resembles the same state it was when the freezes were occurring (excluding the above changes). At this point, wait for the machine to freeze or perform actions that would typically induce a freeze. Once the machine has frozen, hold down the rightmost Ctrl key on your keyboard and press the Scroll Lock key twice. This will force your machine to blue screen. After the computer has rebooted, open the C:\Windows folder and verify a file named MEMORY.dmp is present. Right-click MEMORY.dmp and click Send to followed by Compressed (zipped) folder. If prompted to save the file to your Desktop, click Yes. Upon completion, upload the Zip file to a file hosting service (e.g. Google Drive, OneDrive, WeTransfer.com, etc) and provide a download link in your next reply.
  7. Hello, As Porthos mentioned above, the Scan for rootkits setting is separated between different scan types. For manual scans (e.g. launched by clicking "Scan Now" on the Dashboard), the Scan for rootkits setting within Settings > Protection applies. However, for scheduled scans (within Settings > Scan Schedule), each configured scan has its own independent Scan for rootkits setting. To enable this, do the following: Open Malwarebytes. Click Settings. Click Scan Schedule. Place a checkmark next to your scheduled scan and click Edit. Click Advanced. Place a checkmark next to Scan for Rootkits. Click OK. Repeat for any other scheduled scans you wish to enable rootkit scanning for. If you still find the generated scan report indicates the setting is disabled, please let us know and we can take a closer look at the issue.
  8. Thanks for letting us know! If you encounter any issues with Web Protection within version 3.7.1, please carry out the steps in the post above to generate troubleshooting information with the Malwarebytes Support Tool.
  9. Thanks for the update. Let us know if there's anything else we can assist with.
  10. Hello, This isn't a bug. The LaunchProtected value has no association with the Self-Protection module in Malwarebytes, but is rather related to the Early Launch Anti-Malware (ELAM) driver introduced in version 3.7. The introduction of the ELAM driver allows the Malwarebytes Service (MBAMService) to be launched with Anti-Malware Light protection. It is not possible to disable this from within the Malwarebytes user interface.
  11. Thanks very much for the information. I'll work with you in private regarding your license key issue.
  12. Hello, Sorry to hear of your issue. To help investigate this further, please carry out steps 4 and 5 in the topic linked below and provide the generated log file. https://forums.malwarebytes.com/topic/190532-having-problems-using-malwarebytes-please-follow-these-steps/ Thank you!
  13. Thanks again for the information. Would you be willing to help us determine the source of the freezes on your machines? This would involve reinstalling Malwarebytes on one of the machines, reproducing the freeze and carrying out some steps to generate a memory dump for us to analyse.
  14. Hi firez95, How many times did you try to activate Malwarebytes Premium and were these attempts all in quick succession of one another? Please could you wait at least 1 hour before re-attempting activation and then try again. If you're still unable to activate, please let us know.
  15. Hello, Depending on whether you have a Cleverbridge or 2checkout Malwarebytes Premium subscription, you may be able to add additional devices to your current subscription through the Malwarebytes MyAccount service. You will first need to setup your MyAccount profile. See here for details. After setting up your account and adding your license details, you will see an option to add additional devices. This option will only appear if you have a 2checkout subscription. If you do not see the option above or encounter any issues, please contact our Support team using the following page. They will be able to assist you further with your request.
  16. Yes, that's fine. Alternatively, you can rerun the Malwarebytes Support Tool and perform a clean reinstallation. Here are steps on how to do so. Open the Malwarebytes Support Tool. Click Advanced. Click Clean. Follow the prompts. When prompted to reinstall Malwarebytes for Windows, click Yes.
  17. Thanks for the file. The files appear to be old QT files that the installer failed to successfully install at some point in the past. It looks like you ran a repair with the Malwarebytes Support Tool. A reboot of the machine is needed. Try manually deleting the .tmp files inside C:\Program Files\Malwarebytes\Anti-Malware now. Once done, restart the computer. You can reinstall the latest version of Malwarebytes using the following link: https://downloads.malwarebytes.com/file/mb3
  18. I've sent a Private Message to discuss sending over the file.
  19. Hi @ginnyburke, The Malwarebytes Support Tool extracts files to the %temp% directory, which is why you're see that error. Could you try booting the machine into Safe Mode and trying again there. If you still encounter an issue, the issue is probably related to the configured permissions on the %temp% directory. We can explore this further if Safe Mode provides unsuccessful.
  20. Thanks for the update. Please let me know the size of the compressed dump file and I'll send you details on how you can provide it to us. In case it helps, you could also split the program into multiple compressed files using a program such as 7-Zip. See here: https://superuser.com/questions/94083/how-to-split-large-file-on-windows/94084
  21. Hi @billjenko, Thanks for reporting the issue. If performing a clean reinstall again does not fix the issue, please provide the following information: Does the issue occur every time the computer is booted? If you quit Malwarebytes (right-click the Malwarebytes icon in the notification area/system tray and click Quit Malwarebytes), are you still unable to access the Internet? Can you take and provide a screenshot showing exactly what you see when the issue occurs. In addition, please do the following: Press the Windows Key + R on your keyboard at the same time. Copy the following text below and right-click the Command Prompt window to paste: netsh wlan show all > "%userprofile%\desktop\wlaninfo_brokenstate.txt" Press Enter on your keyboard. Open Malwarebytes. Click Settings -> click Protection -> scroll down to Startup Options and turn the, "Start Malwarebytes at Windows startup" setting off. Reboot the computer (click the Windows Start button -> Power -> Restart). After the reboot, verify the issue has not occurred. Press the Windows Key + R on your keyboard at the same time. Copy the following text below and right-click the Command Prompt window to paste: netsh wlan show all > "%userprofile%\desktop\wlaninfo_workingstate.txt" Press Enter on your keyboard. Two files named wlaninfo_brokenstate.txt and wlaninfo_workingstate.txt will be saved to your Desktop. Please send both files to me in a Private Message.
  22. Hi @vic6, Please could you carry out steps 4 and 5 in the topic linked below so we can take a closer look into the origin of the .tmp files. https://forums.malwarebytes.com/topic/190532-having-problems-using-malwarebytes-please-follow-these-steps/ Thank you!
  23. This was one of the paths involved in the recursive scanning depth change, so it is likely a significant factor. To verify, you could temporarily configure a folder exclusion in Malwarebytes for %userprofile%\Desktop and check what impact this has.
  24. Thank you for confirming. At this point, I believe it's clear why you've seen an increase in scan time. We're monitoring the scanning depth changes made recently and may make further adjustments in the future.
  25. Thanks for the information. Out of interest, do you have a lot of files/folders within the following path? %userprofile%\desktop
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