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LiquidTension

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Everything posted by LiquidTension

  1. Thank you for the information. If you don't mind, please could you carry out the troubleshooting steps (1-3) outlined in the article listed below: https://forums.malwarebytes.com/topic/241223-malwarebytes-for-windows-and-windows-7-freezelock-up/
  2. Thanks for mentioning this. The instructions have been adjusted.
  3. Hi Dave, Yes, that version should run OK on Windows XP. Whilst not being listed as a supported OS, Process Monitor runs fine on Windows XP for me. Please run Process Monitor, reproduce the issue with enabling the setting, stop the Process Monitor capture and then attach the zipped up log file.
  4. Thank you for the information. Is this machine also running a Kaspersky product? If so, Kaspersky is likely the cause. For this machine, could you try performing the workaround listed in the following article linked and check if the issue persists or not: https://support.malwarebytes.com/docs/DOC-2324 ----- On the Windows 10 machine with mbamservice.exe crashing, let's obtain a crash dump. Please do the following: Disable Malwarebytes Self-Protection Module Open Malwarebytes. Click the Settings menu. Click the Protection tab. Scroll down to Startup Options and turn the Enable self-protection module setting Off. ProcDump (Crash Dump) Please download procdump.zip using the link below. https://malwarebytes.app.box.com/s/7gdfv6it0xsgu1mzbt3dbbyjcg7kguep Open your Downloads folder. Right-click procdump.zip and click Extract All... followed by Extract. Open the extracted procdump folder inside your Downloads folder. Right-click 4 - mbamservice_crash.bat and select Run as administrator to run the file. Note: If you are prompted by Windows SmartScreen, click More info followed by Run anyway. A black Command Prompt window should appear. Reproduce the issue if possible or wait for mbamservice.exe to crash. Once mbamservice.exe crashes, the Command Prompt will close. Return to the procdump folder. Inside you should now find a file with a .dmp extension. Right-click the .dmp file and click Send to followed by Compressed (zipped) folder. This will create a ZIP file in the folder. Please attach the Zip file in your next reply.
  5. Thank you for the update. The results do indeed indicate that something loading normally at startup is likely conflicting with the Malware Protection component. I recommend now re-enabling half of the items disabled previously and reassessing the situation. Repeat until you narrow down the source. This approach usually proves to be quicker than going through the list of items in small batches.
  6. Hi Les, Thank you for reporting the issue. It looks like you used our legacy MB-Check tool to generate the diagnostic file. Please could you run the latest version of Malwarebytes Support Tool and provide the generated mbst-grab-results.zip. Instructions here: https://forums.malwarebytes.com/topic/190532-having-problems-using-malwarebytes-please-follow-these-steps/
  7. Thank you for reporting this. However, as mentioned, the issue does predate the release of components package 1.0.508 and therefore appears to be unrelated to this particular issue.
  8. The statement is based on total number of computers actively running Malwarebytes, detection reports, telemetry streams sent from each client upon certain events and other data. With that said, we very much understand the significance and impact of this issue, which is why we have dedicated a substantial amount of internal resources into finding a solution. We certainly acknowledge that this is a serious issue, but also wanted to provide insight into why we have yet to revert the components package update to the previous version.
  9. Please could you run the Malwarebytes Support Tool and provide the file generated. Instructions here: https://forums.malwarebytes.com/topic/190532-having-problems-using-malwarebytes-please-follow-these-steps/ This will help us better understand what caused the issue. If you're looking for a quick fix, I recommend the second option listed under known workarounds. https://forums.malwarebytes.com/topic/241223-malwarebytes-for-windows-and-windows-7-freezelock-up/
  10. We do apologise for this issue. We're working hard to track down the cause and provide a permanent solution. Thank you for your understanding.
  11. Hi mkaz, The update (components package 1.0.508) that this issue is exhibited with contains fixes for several critical issues that affect the majority of the Malwarebytes user base. Furthermore, our telemetry shows that only a small amount of the user base are actively being impacted by this freeze issue. Rest assured, we have a significant number of resources working hard to resolve this issue. We appreciate everyone's feedback and understanding.
  12. Hi steppinwolf, Thank you for reporting the issue. This does not appear to be related to the other reports of freezing by Windows 7 users on the forum. Those other reports involve the entire system locking up, preventing any type of input or response. You mentioned that your testing narrowed down the culprit as the Malware Protection component within Malwarebytes. This component is not often reported as being problematic. Let's start by ruling out a potential conflict with other software loading at system startup. Referring to the instructions linked in the article below, please perform a clean boot. https://support.microsoft.com/en-gb/kb/929135 When performing the clean boot, scroll through the list of services and ensure Malwarebytes Service is not unchecked. Once configured, consent to the restart prompt. After the reboot, ensure Malware Protection is enabled in Malwarebytes and monitor the computer performance. Please let me know if you continue to experience issues with unresponsiveness.
  13. Hi RonHarr, Thank you for the logs. Could you try disabling Fast Startup and check if this has any impact on the issue: https://www.tenforums.com/tutorials/4189-turn-off-fast-startup-windows-10-a.html
  14. Thank you for reporting. We will look into this further. However, it does not appear to be a common trend amongst affected machines.
  15. Thank you to everyone who has offered to help with the remote Kernel mode debugging. We're still working out details and will provide an update on this as soon as possible.
  16. If your clean reinstall does not help, troubleshooting logs will help us determine the cause of the issue. Please refer to the steps outlined in the topic linked below: https://forums.malwarebytes.com/topic/190532-having-problems-using-malwarebytes-please-follow-these-steps/
  17. Thank you for the files. Please turn off the Enable self-protection module early start setting, wait 10 seconds and then turn the setting back on. Once done, rerun the Malwarebytes Support Tool, click Advanced, click Gather Logs and attach the newly created mbst-grab-results.zip (located on your desktop) in a new post. Afterwards, please download Process Monitor using the link below: https://docs.microsoft.com/en-us/sysinternals/downloads/procmon Extract the downloaded file and run. Once Process Monitor is running, return to Malwarebytes. Turn off the Enable self-protection module early start setting, wait 10 seconds and then turn the setting back on. Return to Process Monitor. Click File followed by Capture Events to stop the capture. Click File followed by Save. Select a location to save the file and click OK. Please zip up and attach the generated file. If it is too large to attach, please upload the file to WeTransfer.com and copy/paste the link into a post.
  18. We're looking for volunteers to assist with the troubleshooting of this issue by performing Kernel-Mode debugging on the affected machine. This is quite an in-depth process that has a few specific prerequisites. If anyone is interested, please let me know and I'll send you a message with the details. Thank you!
  19. I certainly understand where you're coming from. I would suggest getting in contact with our Customer Success team directly to discuss the best protection options available for your particular setup. https://support.malwarebytes.com/community/consumer/pages/contact-us
  20. Thank you to everyone providing information on the issue. If you've yet to do so, the troubleshooting information referenced in the link below will help us with the on-going investigation. https://forums.malwarebytes.com/topic/241223-malwarebytes-for-windows-and-windows-7-freezelock-up/ Refer to the Step #1, #2 and #3. For those in a position to, changing the network adapter currently in use and monitoring the issue would also be of great help. Please refer to Step #5 in the link above. All feedback and information is greatly appreciated!
  21. Hello ivalls, A Malwarebytes Premium subscription is not tied to a specific device and can be used on Windows, Mac, Android or Chrome OS. The number of devices you can use the subscription on depends on how many devices you select during purchase. Please refer to the Malwarebytes pricing page for personal use: https://www.malwarebytes.com/pricing/ To protect the 4 devices mentioned in your post, I recommend looking at the Malwarebytes Premium "For Home" subscription type and adjusting the device count accordingly.
  22. Hi Dave, Thank you for the update. Please open Malwarebytes and click Settings > Protection > scroll down and ensure 'Enable self-protection module early start' is turned on. Once done, please rerun the Malwarebytes Support Tool (Download link: https://downloads.malwarebytes.com/file/mbst) and click Advanced followed by Gather Logs. Upon completion, a file named mbst-grab-results.zip will be saved to your Desktop. Rename this file to mbst-grab-results-prereboot.zip. Afterwards, please restart the computer. Once restarted, rerun the Malwarebytes Support Tool once more in the same manner. Rename the new mbst-grab-results.zip to mbst-grab-results-postreboot.zip. Please attach both Zip files so we can take a look at what's going on.
  23. Thank you for providing the file. We have a defect filed for the issue and are working on adjusting this behaviour with the Trial version.
  24. Thanks for the update! Let us know if you encounter any further issues.
  25. Thank you for clarifying. Is there a particular reason you do not wish to activate Malwarebytes Premium with your license key? Please proceed with the earlier steps to reinstall Malwarebytes for Windows and activate the Premium Trial upon completion. Once the Premium Trial is activated, rerun the Malwarebytes Support Tool. Click Advanced followed by Gather Logs and send me the new mbst-grab-results.zip on your Desktop. Afterwards, please carry out the instructions below. Download MBSupportInfo.exe using the following link: https://malwarebytes.box.com/s/qhyxw7gwikqs213znxwht4q1xnqpav5h Double-click MBSupportInfo.exe to run the tool. Note: If you are prompted by Windows SmartScreen, click More Info followed by Run anyway. A Command Prompt window will briefly appear then close. A file named SupportInfo.dat will be created in the same folder as MBSupportInfo.exe. Please rename this file to SupportInfo-Before.dat and move it to a safe location. Please wait until the next time Malwarebytes reverts to Free. Afterwards, please rerun the MBSupportInfo.exe tool. A new file named SupportInfo.dat will be created. Please rename this file to SupportInfo-After.dat. Please attach both files to a forum post. 
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