LiquidTension

Hi @kimabc3, Thanks for providing the logs. There are no signs of any malware present. Could you elaborate a little more on the issue please. Are you experiencing a double-click every time you single-click? Are there any other issues occurring? Have you tried testing a different mouse to see if the fault lies there? Does this behaviour occur in Safe Mode?

Hi @Yang, Does the freeze occur consistently occur with manual Threat Scans or only sometimes? Are there any other actions/events in particular that typically trigger the issue? How long have you had a Malwarebytes product installed? Is this new behaviour that previously did not occur with Malwarebytes installed? It's unlikely related, but I would consider uninstalling PCAPro and rebooting. We do not recommend using software of this nature. ----- Let's see if we can narrow down the source of the issue. Please disable all Real-Time Protection modules in Malwarebytes (Dashboard -> disable each module on the right). Once done, verify if the issue persists or not. If it doesn't, re-enable one module and check again. Repeat until you identify which module is responsible.

Hi @shalebing, Do you have any type of tablet software installed? We can see mbam.exe (the Malwarebytes user interface) is crashing. Let's enable user mode crash dumps and obtain a crash dump. This should give us a good indication as to what is causing the crash. Enable User Mode Crash Dumps Please download enable_crash_dumps.bat using the link below. → https://malwarebytes.box.com/s/eug9gmk7i1xqeugb0xobjlqcsfb4uv1e Open your Downloads folder. Right-click enable_crash_dumps.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 will appear. Upon completion, press any key to exit. Once done, please reproduce the issue you're experiencing. Collect Crash Dump Reproduce the issue by attempting to open the Malwarebytes user interface. Wait at least 1 minute. Press the Windows Key + R on your keyboard at the same time. Copy %localappdata%\CrashDumps and paste into the Run box. Click OK. A folder will open. Inside you should see a DMP file with "mbam.exe" in the file name. Right-click the file and click Send to followed by Compressed (Zipped) folder. This will create a Zip file. Go to WeTransfer.com in your browser. Click Add your files, navigate to %localappdata%\CrashDumps and double-click the ZIP file. Click (...) and select the link radio button under Send as. Click Transfer. Upon completion, copy the download link and include it in a forum post.

Thanks for the update. Please rerun the Malwarebytes Support Tool in the same manner as before and provide the newly generated mbst-grab-results.zip.

Hi @zwizzcheese, Thanks for the file you provided earlier. The particular error message you referenced in your first post is consistent with other users who have also encountered issues with installing Malwarebytes. In those cases, the cause was found to be AVG/Avast Anti-Virus. Please could you uninstall Avast, run their removal tool using the link below and reboot the computer afterwards. https://www.avast.com/en-gb/uninstall-utility Once done, try the Malwarebytes installation again and let us know the results.

Hello, Thanks for providing the file. We're very sorry for the inconvenience that's been caused. The detections were indeed a false-positive that we've since removed from the database. Unfortunately, there are no items currently in the Malwarebytes Quarantine. This is due to the machine being restored to a previous point using System Restore. When dealing with a false-positive, the best way of proceeding is to access the Malwarebytes Quarantine and restore the quarantined items directly using Malwarebytes. Just to confirm there are no other factors involved, you may want to try booting the machine into Safe Mode with Networking and checking if you still encounter the same issue. Aside from that, I'm afraid there's not much else we can do to assist with this issue.

Thanks for clarifying. So what you're experiencing is a full system freeze (as opposed to just the Malwarebytes program freezing)? In which case, it won't be possible to obtain a memory dump specifically for MBAMService in the issue state as the entire system is frozen. ----- We can however try to generate a memory dump of the system in the frozen state. This involves forcing the macahine to blue screen. More information can be found here. First, please ensure the machine is configured to generate full memory dumps. Details on this can be found in the article linked below: https://www.tenforums.com/tutorials/5560-configure-windows-10-create-minidump-bsod.html (Refer to Option 2: "Have Windows Create a Complete Memory Dump on BSOD") Once done, proceed with the following: 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. After the computer has restarted, reproduce the issue so that your machine is in the frozen state. Once done, 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.

Hi @Sallyco, I'm sorry to hear of the trouble you're having. We can certainly look into the events that took place and check if it's possible to restore your data. Please start by carrying out the instructions in the post above and provide the generated mbst-grab-results.zip file.

Hi @AndrewC, There's no indication of a hang in that memory dump. To confirm, is this the order of events you took? Ran the batch file -> Entered Y into the Command Prompt and allowed the computer to reboot automatically -> After the reboot, ran a Threat Scan with Malwarebytes and waited for the program to freeze/hang -> Ran the batch file a second time

Thanks for the information and memory dump. I'll get back to you shortly with the results.

Excellent, I'm glad you were able to get to the bottom of the issue! Thanks for sharing your findings.

Hi @PennyLG, In most cases, no further action is required once Malwarebytes has quarantined detected items. To double-check if this is the case, please carry out the instructions found in the following topic: https://forums.malwarebytes.com/topic/190532-having-problems-using-malwarebytes-please-follow-these-steps/ Once you've run the Malwarebytes Support Tool, please attach the generated mbst-grab-results.zip file to a post. This will allow us to check the nature of the items quarantined.

Hi @exceluser, Thanks for the information. Given you wish to proceed with your support ticket, I shall close this forum topic. You will receive an email response from the Support team with further information.

Hi @AndrewC Is this issue with your Malwarebytes scans freezing/hanging consistently reproducible? Does it occur with every scan you perform? If it does, obtaining a memory dump of MBAMService in the hung state will help us determine why the issue is occurring. Steps on how to generate this can be found below. 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 issue by running a scan with Malwarebytes and waiting for the program to freeze. 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). ----- Based on the most recent Event logging, it looks like other services are having issues as well. Please could you provide the following full Event logs: Export 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. 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.

That's great to hear. Thanks for letting us know!

Thanks for the file. Your clean installation of Malwarebytes looks good. Please let us know if you still encounter an issue with Mozilla Firefox when Exploit Protection is disabled. If you don't, try re-enabling Exploit Protection and monitor if the issue returns or not.

Thank you for the information and remote session offer. We are still investigating, but have so far been unable to reproduce the various performance issues you've mentioned. I'll message you in private to discuss the remote session.

Absolutely. I'll respond to this topic once the update that addresses this issue is released.

Great, thanks for letting us know!

Thanks for the update!

Excellent, thanks for the update!

Hi @tastypavlova, In addition to providing the Malwarebytes Support Tool log file, please could you also confirm if the issue still persists with the Exploit Protection module disabled in Malwarebytes (Open Malwarebytes -> Turn Exploit Protection off via the option in the top right).

Hi @Teta, You mentioned this issue only first started occurring a few days ago. Were any significant changes made to the computer around this time? Your current Malwarebytes installation was installed 2 days ago. Which version did you have installed prior to this? Does this occur each time you try to shut down the machine or is it sporadic? Here are a few different troubleshooting steps to try. This will hopefully narrow down the cause of the issue on your machine. After trying each, check if the issue still occurs and let us know the results. Disable Self-Protection Open Malwarebytes. Click Settings. Click Protection. Scroll down to Startup Options and turn the Self-Protection module setting off. Attempt to shut down the computer. Disable Fast Startup Refer to: https://www.tenforums.com/tutorials/4189-turn-off-fast-startup-windows-10-a.html Restart the computer. After the restart, use the computer normally and then attempt to shut it down. Clean Boot Press the Windows Key + R on your keyboard at the same time. Type msconfig and click OK. On the Services tab of the System Configuration dialog box, select the Hide all Microsoft services check box. Click Disable all. Scroll through the list and look for Malwarebytes Service. Place a checkmark next to this. On the Startup tab of the System Configuration dialog box, click Open Task Manager. On the Startup tab in Task Manager, for each startup item, select the item and then click Disable. Close Task Manager. On the Startup tab of the System Configuration dialog box, click OK and then restart the computer. Log back into your normal user account. Wait for the Malwarebytes notification area/system tray icon to appear and then attempt to shut the computer down.

Hi @hlw_rocer, What is the exact error that's referenced when you attempt to run the Malwarebytes installer? Please provide a screenshot of what you see, in addition to the FRST logs mentioned by 1PW above.

Hi @g3uiss, Thanks for reporting the issue. In addition to the Malwarebytes Support Tool log file, please could you also carry out the steps below and provide the generated files. Export 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 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.