LiquidTension

Hi @b52gunr, Thanks for the feedback! We'll eventually have an (optional) in-application feature tour that goes over the main changes. This should somewhat help reduce potential confusion with accessing features such as the Scan Scheduler. With that said, we certainly do appreciate where you're coming from. Changing the cursor when it's hovered over one of the cards ("Detection History", "Scanner" or "Real-Time Protection") is something we're actually already considering. If there are any other areas where you feel we could do a better job of highlighting a particular user action, please do let us know!

Hi Sherm, I wouldn't suggest powering off the machine in that manner. You may end up doing more damage to the computer. Yes, we saw that. As both exile360 and myself mentioned, all startup related activity in Malwarebytes is handled by the Malwarebytes Service. There should no items in the Task Manager startup list that are related to your Malwarebytes product. ----- When we talk about restarting, we're referring to the following action: Click the Windows Start button in the bottom left corner of the screne. Click the power button at the bottom of the Start menu. Click Restart (not Shut down). After the computer has restarted and login process has fully completed, you should see the Malwarebytes trayapp icon in the system tray/notification area next to the system clock. You may need to click the chevron (^) to see it.

Hi @comdude2, Which non-default Advanced Memory Protection setting(s) have you enabled? Note that this is part of Exploit Protection and is not new. For most systems, we do not recommend adjusting these settings and instead leave them as default. To confirm, when you restore the settings to default (depicted below), the issue is no longer exhibited? Please take a screenshot of your Advanced Memory Protection page.

Hi @Hal1949, Please try to stick to this topic when posting about the issue. Could you carry out the instructions in post #6 please so we can some information on your system.

Thanks for the update, @DelicateFlower!

Hi @miguelgrado, This is expected behaviour. If Malwarebytes is registered with the Windows Security Center and a recent (or any) scan has not been performed, a warning will be displayed. You can see the warning by opening up the Windows Security Center.

The option is still present in Task Manager. Processes running under the context of the SYSTEM account can be seen in the Processes and Details tab. The issue is that on Windows 10, tools such as Task Manager, Process Explorer, ProcDump, etc do not sufficient privileges to open MBAMService in normal circumstances and therefore cannot generate a memory dump.

The main action you need to perform is restarting the computer (Start button -> Power button -> Restart). After the restart, does the scan (configured in the same manner as before) still hang? If it does, please restart the computer again and carry out the instructions in post #17. In order to help us get to the bottom of this, we need an MBAMService memory dump captured during the scan hanging.

@kcarlasc It sounds like you're reproducing the scan hang and then running the batch file for the first time. This won't work as MBAMService is already in the hung state. The batch file needs to be run when Malwarebytes is fully functional. You will then be prompted to reboot. After the reboot, you need to reproduce the scan hang and then run the batch file for a second time, which will generate the dump for you. Task Manager cannot be used in Windows 10 due to MBAMService running as a protected service.

Hi @DelicateFlower, Please carry out the "technical issue" instructions above and provide the generated file so we can take a closer look.

Thanks for the update! Have you tried restarting the machine (as opposed to just shutting down/powering on)? Note that with Fast Startup enabled in Windows 10, shutting down is more of a low power hibernation and differs significantly to a restart. Once Malwarebytes is no longer in the hung state, please proceed with the steps and let us know how you get on.

Instructions can be found here for configuring exclusions in Malwarebytes: https://support.malwarebytes.com/docs/DOC-1130 The main folder exclusions to add are the following: C:\Program Files (x86)\Kaspersky Lab C:\ProgramData\Kaspersky Lab You could also add file exclusions for the driver files used by the product, but this is less important than the folders above. Most of the driver file names start with "kl" (e.g. KLIF.sys). For exclusions in the Kaspersky product, you can find a list of items to add in the following article: https://support.malwarebytes.com/docs/DOC-1123 To access exclusions, navigate to Settings -> Additional -> Threats and Exclusions -> Manage exclusions. You may also want to consider adding MBAMService.exe as a trusted application using the "Specify trusted applications" option.

Hi @Leon55, Thanks for the report. Are you still seeing this issue? If you are, please provide us with some additional information using the Malwarebytes Support Tool: https://support.malwarebytes.com/docs/DOC-2396

Hi @Anakin64, Thanks for the report. Please do the following: Open Malwarebytes. Click Settings. Enable the Event Log Data setting. Generate MBAMService Memory Dump Please download run_procdump.bat using the link below. → https://malwarebytes.box.com/s/e127cj2ppb2lq6njf67li2gls3kbfz24 Open your Downloads folder. Double-click run_procdump.bat. Click Yes if prompted by User Account Control. Note: If you are prompted by Windows SmartScreen, click More info followed by Run anyway. A blue window will appear. When prompted to reboot, type Y into the window and press Enter on your keyboard. After your computer has rebooted, please do the following: Reproduce the scan hang and wait until it's clear the scan has hung. Once done, open your Downloads folder and double-click the run_procdump.bat file once more. Upon completion, a file named memorydump.zip will be saved to your Desktop. Please attach the file in your next reply. Note: If the file is too large, you will be provided instructions to upload the file to a file hosting website (wetransfer.com). Afterwards, please run the Malwarebytes Support Tool once more. Click Advanced, followed by Gather Logs and attach the new mbst-grab-results.zip.

Hi @GTB, Thanks for the information. When you previously ran the Support Tool to gather logs, was a scan currently in progress (either running on in the hung state)? Since clean reinstalling, have you encountered any further issues? What type of scan were you having an issue with? Your scheduled scan(s) or a manual Threat Scan?

Hi @Hal1949, This is likely because the Malwarebytes service was stuck in stop pending state. Please provide some additional logs using the instructions below. https://support.malwarebytes.com/docs/DOC-2396 A file name mbst-grab-results.zip will be generated. Please attach this.

Hi @RTL434, Just an update - we're still reviewing the dump and will get back to you shortly.

Hi @kcarlasc, Could you try disabling Windows hibernation, reboot and then check if this has any impact or not. https://support.microsoft.com/en-gb/help/920730/how-to-disable-and-re-enable-hibernation-on-a-computer-that-is-running What type of scan are you running and with what scan configuration? If you run a different type of scan, does it also hang? ----- Please do the following: Open Malwarebytes. Click Settings. Enable the Event Log Data setting. Generate MBAMService Memory Dump Please download run_procdump.bat using the link below. → https://malwarebytes.box.com/s/e127cj2ppb2lq6njf67li2gls3kbfz24 Open your Downloads folder. Double-click run_procdump.bat. Click Yes if prompted by User Account Control. Note: If you are prompted by Windows SmartScreen, click More info followed by Run anyway. A blue window will appear. When prompted to reboot, type Y into the window and press Enter on your keyboard. After your computer has rebooted, please do the following: Reproduce the scan hang and wait until it's clear the scan has hung. Once done, open your Downloads folder and double-click the run_procdump.bat file once more. Upon completion, a file named memorydump.zip will be saved to your Desktop. Please attach the file in your next reply. Note: If the file is too large, you will be provided instructions to upload the file to a file hosting website (wetransfer.com). Afterwards, please run the Malwarebytes Support Tool once more. Click Advanced, followed by Gather Logs and attach the new mbst-grab-results.zip.

Hi everyone, We're getting in contact with Kaspersky to learn more about this recent change and will share our findings once available. We are not aware of any new issues that may occur with running Malwarebytes and Kaspersky products together. Note that many Malwarebytes users run both products in conjunction without issue. If you'd still like to install both together, you can simply uncheck "Malwarebytes version 3.x" during installation of the Kaspersky product and proceed from there. As always, configuring mutual exclusions in both products is often a good preventative measure to mitigate the likelihood of conflicts.

Hi @Carl81, Thanks for reporting this. We'll need some more information to look further into the issue. When the issue occurs, is the entire system frozen? Is mouse/keyboard input still possible? Or is the freezing limited to particular programs? Does the system eventually recover or is it frozen indefinitely? When did this first start occurring? Were any significant changes made to the computer around this time? Is this consistently reproducible? Does this always occur with Self-Protection enabled? Does disabling Self-Protection mitigate the issue entirely?

Hi @Cryonicblue, Thanks for reporting this and letting us know exclusions resolved the issue! Could you provide us with some additional information for troubleshooting purposes please? When did this first start occurring? Were any significant changes made to the computer around this time? Did it coincide with a new Malwarebytes update? Without exclusions in place, is it consistently reproducible or does it only occur sporadically? What version of Windows are you running? Do you have other security software installed? Could you provide more detail on your setup? Steps you take that result in the issue would be helpful, along with any additional hardware involved. Does the stuttering occur with any game/activity you stream? Or is it specific to something? Can you provide an example of something you stream that experiences the stutter? The troubleshooting file generated by the Malwarebytes Support Tool would also be helpful: https://support.malwarebytes.com/docs/DOC-2396

Roughly how long has this issue occurred? Less than a week? When the issue occurs, is the whole system frozen? Is mouse/keyboard input still possible? Does the system eventually recover or is it frozen indefinitely? Does disabling Web Protection mitigate the issue entirely or only partly? Can you perform a clean boot please: https://support.microsoft.com/en-gb/help/929135/how-to-perform-a-clean-boot-in-windows When configuring it, re-check Malwarebytes Service in the list of installed services. Reboot your computer, re-enable Web Protection and check if the issue still occurs. Please let us know how you get on.

Hi @HerbEppel, We haven't encountered any issues or seen any reports of issues with Windows Defender's Tamper Protection. You should have no issues with enabling the setting, but do let us know if you encounter any problems.

Is this only occurring when you use the "Quit Malwarebytes" option during a scan? What if a scan isn't in progress? Please try to be as clear as possible when describing the scenario(s) that result in the issue. Please do the following: Open Malwarebytes. Click Settings. Turn the Event Log Data setting on. Generate MBAMService Memory Dump Please download run_procdump.bat using the link below. → https://malwarebytes.box.com/s/e127cj2ppb2lq6njf67li2gls3kbfz24 Open your Downloads folder. Double-click run_procdump.bat. Click Yes if prompted by User Account Control. Note: If you are prompted by Windows SmartScreen, click More info followed by Run anyway. A blue window will appear. When prompted to reboot, type Y into the window and press Enter on your keyboard. After your computer has rebooted, please do the following: Reproduce the crash. Do not click OK when the error message appears. Once done, open your Downloads folder and double-click the run_procdump.bat file once more. Upon completion, a file named memorydump.zip will be saved to your Desktop. Please attach the file in your next reply. Note: If the file is too large, you will be provided instructions to upload the file to a file hosting website (wetransfer.com).

Hi Sherm, As exile360 mentioned, the startup of the tray app is handled by the Malwarebytes Service, so there's no need to manually add startup items. You mentioned you rebooted the machine and the tray app still didn't launch. Just to confirm, did you use the Restart option? If so, Fast Startup won't be a factor as it only applies to shut downs. If you revert the startup changes you made and carry out the following steps, please verify if the tray app starts or not. Windows Start button -> Power button -> Restart We'll need to investigate further if it doesn't.