LiquidTension

Thanks all for the feedback! Please could you run the Malwarebytes Support Tool and provide us with the generated mbst-grab-results.zip so we can take a closer look. https://forums.malwarebytes.com/topic/190532-having-problems-using-malwarebytes-please-follow-these-steps/

Hi @mrmodo, Thanks for the report. Please could you also provide us with the following files so we can look further into the issue you encountered: %temp%\mbsetup.log %systemroot%\temp\mbamiservice.log %systemroot%\temp\mb_errors*.log (e.g. C:\Windows\temp\mb_errors5674.log)

Hi @ChillseekerVic, If you find the trial isn't available for testing on your other machine, please let us know and we'll reset it for you. Thanks for being a beta tester!

Hi Kevin, Thanks for the report. It looks like you're still running an old beta version. Please could you update to the latest beta version, rescan and check if the false-positive still occurs. Thanks!

Hi @SusanQJ, That error is exhibited when attempting to run the latest version of Malwarebytes (3.8.3) on Windows XP. Versions later than 3.5.1 are unsupported on Windows XP and Vista. Please refer to the following: https://forums.malwarebytes.com/topic/191650-malwarebytes-3-frequently-asked-questions/?do=findComment&comment=1243649 You will need to download and run the Malwarebytes version 3.5.1 installer using the following link: https://downloads.malwarebytes.com/file/mb3_legacy Once downloaded, be sure to run the mb3-setup-legacywos-3.5.1.2522-1.0.365-1.0.####.exe file.

Hi @RTL434, Thanks for the information. It wouldn't hurt to try, but will most likely not make a difference. Could you try the delay Real-Time Protection setting and see what impact this has: Open Malwarebytes. Click Settings. Click Security. Click Advanced under Windows Startup. Turn on the, "Delay Real-Time Protection..." setting. Try out different time settings (15 seconds, 30 seconds, etc).

To add, this was caused by the issue with Malwarebytes version 4 mentioned by @tetonbob above. The scan results are parsed by the FP tool, which in your case had conflicting information. Thanks again for the report!

Hi @bjm, As Porthos mentioned, the Support Tool will remove Malwarebytes version 4. However, it hasn't been fully updated to properly support Malwarebytes version 4 yet. An update will be released that adds full support for removal/reinstall and log gathering.

Hi @John A, The date format is based on the display language of Malwarebytes. As the current public Malwarebytes 4 beta does not have translation files for other languages fully integrated yet, the display language is defaulted to English (hence the date format used is MM/DD/YYYY). Note that if you perform a clean install with the current public beta, you are not presented with an option to select the display language during installation. In the full release, both the installer and UI will have all translations integrated. During installation, the default Malwarebytes display language will be based on the Windows display language.

That's good to hear. Thanks for the feedback and keeping us updated, @John A!

Thanks again for the feedback! The UI team are looking into this.

Thanks for the report, @Durew. I can see you're still on an older beta version of Malwarebytes 4. I recommend updating to the latest beta version. The download link can be found here: https://forums.malwarebytes.com/topic/249586-malwarebytes-4-beta/

Hi @f14tomcat, Thanks for reporting this. A few questions: Is this consistently reproducible for you? Can you reproduce the issue on-demand? What other software was running at the time of the deadlock/freeze? You mentioned something about a dump file. Is this available? Are you able to zip this up and send it to us please? What was the configuration of your scan? Is Scan for rootkits enabled (in Settings -> Security)? What version/build of Windows 10 are you running? Please could you provide us with some additional troubleshooting data (unless the state of the machine after the issue has been lost): mbst-grab-results.zip generated by Malwarebytes Support Tool. Exported system and application event logs. Thank you!

Hi @almodovaris, Thanks for the update! Please could you provide us with the following files so we can look further into the cause of the issue: %temp%\mbsetup.log %systemroot%\temp\mbamiservice.log %systemroot%\temp\mb_errors*.log (where the '*' is a wildcard representing a random set of numbers) Event logs: Press the Windows Key + R on your keyboard at the same time. Type eventvwr.msc and click OK. Expand Windows Logs. Right-click Application and click Save All Events As.... Name the file application and click OK. Repeat for Security and System. Expand Applications and Services Logs in the panel on the left. Expand Microsoft followed by Windows. Scroll down the list and expand CodeIntegrity. Right-click Operational and click Save All Events As.... Name the file CodeIntegrity and click OK. Navigate to the location of the files. Highlight the four files, right-click one and click Send to followed by Compressed (zipped) folder. Name the Zip file EventLogs.zip and attach the file in your next reply.

Thanks @f14tomcat and everyone else for the feedback! Regarding the feedback on the font - we'll look further into this. Is the issue just with the size or the font type, colour, etc as well? This is not typically required. It certainly doesn't do any harm, but you shouldn't encounter any issues between Malwarebytes and Windows Defender without exclusions in place. The file paths listed in the topic linked are accurate for Malwarebytes version 4.

Thanks for the troubleshooting data! We're looking further into it. Please let us know how you get on with the clean boot. The fact that the issue does not occur with a clean boot and Malwarebytes fully enabled suggests the issue involves one or more other third-party programs.

Hi all, We're currently working out some issues with the "Last 30 days". This is very much a work in progress and may change in upcoming releases. Thank you for the feedback. This has been noted as a use case and we'll be looking into how we can potentially accommodate this in a future version.

Thanks very much for the information, @RTL434. If you don't mind troubleshooting further, it would be helpful to collect some additional data on the issue. Please re-enable the enhanced event log data setting in Malwarebytes. Run Process Monitor and configure it to capture a boot log. Instructions can be found here: https://support.malwarebytes.com/docs/DOC-1515 Reproduce the issue. Afterwards, please provide the following data: A new mbst-grab-results.zip generated by the Malwarebytes Support Tool log gathering. The PML log files generated by Process Monitor. Please zip these files up and attach the zip file (or upload to a file hosting service of your choice). System, Application and Security event logs (instructions below). Press the Windows Key + R on your keyboard at the same time. Type eventvwr.msc and click OK. Expand Windows Logs. Right-click Application and click Save All Events As.... Name the file application and click OK. Repeat for Security and System. Navigate to the location of the files. Highlight the three files, right-click one and click Send to followed by Compressed (zipped) folder. Name the Zip file EventLogs.zip and attach the file in your next reply. ----- After providing the above data, it would also help to identify if the cause of this is related to interaction between Malwarebytes and other software you have installed. Please see what impact a clean boot has. Instructions can be found here: https://support.microsoft.com/en-gb/help/929135/how-to-perform-a-clean-boot-in-windows When disabling services, ensure Malwarebytes Service is left enabled (checked) and Malware Protection is enabled in the user interface. Then reboot the machine and check if the delay/hang still occurs.

Hi @throkr, Thanks for the feedback. The checkboxes are redundant and are planned to be removed in a future release.

Hi @siliconman01, Yes, we've made contact with BitDefender. I'll share some more details here once available.

Thanks for confirming. Please reverse the change you made to the startup setting in Malwarebytes. Let's see if we can narrow down the culprit as it is likely a Real-Time Protection module (e.g. Ransomware Protection) is responsible. Open Malwarebytes. On the Dashboard, turn the four Real-Time Protection modules off. Reboot the computer. Is the login delay still exhibited? If it isn't, return to Malwarebytes and enable one of the Real-Time Protection modules. Repeat until the culprit is identified. Please let me know which Real-Time Protection module is responsible (if any).

Hi @RTL434, Have you confirmed Malwarebytes version 4 is responsible by disabling it from starting up with Windows? Please try the following: Open Malwarebytes. Click Settings. Click Security. Scroll down to Windows Startup. Turn the, "Launch Malwarebytes in the background..." setting off. If you've since turned Fast Startup back on, please exit out of Malwarebytes completely by right-clicking the tray app (in the Notification Area/System Tray) and clicking Quit Malwarebytes. Reboot the computer and check if the delay/hang at the welcome screen is still exhibited.

Hi @DowntownBrooklyn, We don't have any information to share yet on the release date of the next beta build. The "Please wait while MB is installed" will be fixed in the next release. Regarding the Windows Security Center message - this is expected during installation and uninstallation of the product due to the transition of Malwarebytes registering/unregistering with the Windows Security Center and Windows Defender being disabled/enabled. If you do not wish for Windows Defender to remain disabled when Malwarebytes is installed, you can adjust the Windows Security Center settings in Malwarebytes. Open Malwarebytes. Click Settings. Click Security. Scroll down to Windows Security Center. Turn the setting off.

Thanks for the report, @Keff!

Thanks for the feedback, @1PW. All normal controls for the activate license dialog will be restored before the full release.