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Everything posted by LiquidTension

  1. Excellent, thanks for the update!
  2. 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).
  3. 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.
  4. 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.
  5. 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.
  6. Hi @StevePerrin, "PUP" stands for Potentially Unwanted Program. In the case of Malwarebytes Web Protection blocks, it's referring to the fact that the webpage in question has the potential to expose your computer to the download/installation of a PUP. As a result, the Web Protection module in Malwarebytes blocks the website. In order to see exactly what is getting blocked, please carry out the Malwarebytes Support Tool instructions in the post above and provide the generated mbst-grab-results.zip. This will help us resolve the issue.
  7. Thanks for the information. Regarding the performance issues - this isn't something we've able to reproduce (with programs such as Acronis True Image) and is most likely the result of interaction between the Ransomware Protection module in Malwarebytes and the specific configuration of one or more third-party programs installed on your affected computers. Can you perform a clean boot, but leave Malwarebytes Service enabled. After the reboot, ensure Ransomware Protection is enabled and check if you still encounter the lag/freezing. https://support.microsoft.com/en-gb/help/929135/how-to-perform-a-clean-boot-in-windows
  8. Hello, Please carry out the instructions in the post above so we can take a closer look. This is most likely caused by a group policy. If you have the Pro edition (or above) of Windows 10, try the following: Press the Windows Key + R on your keyboard at the same time. Type gpedit.msc and click OK. Under Computer Configuration, expand Administrative Templates. Expand Windows Components. Expand File Explorer. View the Configure Windows Defender SmartScreen policy and adjust as desired.
  9. Hi @StringJam, The logs indicate the connection is timing out when the Malwarebytes service attempts to communicate with our licensing server. Are you having network issues with the computer? Do you encounter the same issue in Safe Mode with Networking? I see you have Deep Freeze installed. This has been known to sometimes cause network/connectivity issues. Can you try disabling this and see what impact it has?
  10. Hi @Beegz, Thanks for the file. It looks like Windows is crashing. This issue has been seen before with a McAfee product installed. In those cases, the crash was caused by a McAfee driver attempting to access an invalid memory location (in the presence of the Malwarebytes Web Protection) when an email client was opened (such as Outlook). The solution is to uninstall the McAfee product, restart the computer and reinstall the program afterwards. You should find the crashes/blue screens stop.
  11. Hi @MrPAT, I've sent you a private message with details on your order. Please let us know if you have any further questions.
  12. Hi @morgan, Sorry for the delay. Thank you for providing the screenshots. Please could you reboot the computer (Windows Start button -> Power button -> Restart) and check if you still see the same issue. The last set of logs show the Web Protection driver is installed and running, so this is likely a case of the trayapp not reflecting the current state of the driver correctly. Please let me know if you still see the issue after the reboot. If you do, please rerun the Gather Logs option in Malwarebytes Support Tool and provide the new mbst-grab-results.zip saved to your Desktop.
  13. Hi @bobmcdonld, If you still encounter after following the suggestions in the topic linked above, please carry out the instructions in post #2 and provide the generated mbst-grab-results.zip so we can take a closer look. We're currently investigating new reports of issues with Chrome remediation after a recent Google Chrome update.
  14. The Malwarebytes Support Tool will provide additional system information that may help resolve the issue you're experiencing.
  15. Hi @Pathyon, This issue is caused by Malwarebytes version 3.7's incompatibility with third-party LSPs. In your case, this specifically relates to the Transocks PC版 software you have installed. Winsock: Catalog9 01 C:\Users\Fenixnailo\AppData\Roaming\transocks\transockslsp.dll [802816 2018-10-30] (成都飞欧比网络科技有限公司) Winsock: Catalog9 02 C:\Users\Fenixnailo\AppData\Roaming\transocks\transockslsp.dll [802816 2018-10-30] (成都飞欧比网络科技有限公司) Winsock: Catalog9 03 C:\Users\Fenixnailo\AppData\Roaming\transocks\transockslsp.dll [802816 2018-10-30] (成都飞欧比网络科技有限公司) Winsock: Catalog9 04 C:\Users\Fenixnailo\AppData\Roaming\transocks\transockslsp.dll [802816 2018-10-30] (成都飞欧比网络科技有限公司) Winsock: Catalog9 20 C:\Users\Fenixnailo\AppData\Roaming\transocks\transockslsp.dll [802816 2018-10-30] (成都飞欧比网络科技有限公司) Winsock: Catalog9-x64 01 C:\Users\Fenixnailo\AppData\Roaming\transocks\transockslsp64.dll [1015808 2018-10-30] (成都飞欧比网络科技有限公司) Winsock: Catalog9-x64 02 C:\Users\Fenixnailo\AppData\Roaming\transocks\transockslsp64.dll [1015808 2018-10-30] (成都飞欧比网络科技有限公司) Winsock: Catalog9-x64 03 C:\Users\Fenixnailo\AppData\Roaming\transocks\transockslsp64.dll [1015808 2018-10-30] (成都飞欧比网络科技有限公司) Winsock: Catalog9-x64 04 C:\Users\Fenixnailo\AppData\Roaming\transocks\transockslsp64.dll [1015808 2018-10-30] (成都飞欧比网络科技有限公司) Winsock: Catalog9-x64 20 C:\Users\Fenixnailo\AppData\Roaming\transocks\transockslsp64.dll [1015808 2018-10-30] (成都飞欧比网络科技有限公司) We're working on a fix for this in an upcoming Malwarebytes program update. In the meantime, you can either uninstall the Transocks PC版 software and reboot or temporarily revert to the previous Malwarebytes version (3.6) using the following link: https://malwarebytes.box.com/s/plo5hdm39who0lwld7j1y5e55rum8z33
  16. Hi @KiteoHatto, Sorry to hear of the issues you're having. Thanks for providing the troubleshooting file. To confirm, do all exhibited issues disappear when Malwarebytes is not running? To confirm, right-click the Malwarebytes icon in your notification area/system tray and click Quit Malwarebytes? Afterwards, check if the issues still occur. If they do, let's see if we can narrow down if a particular Real-Time Protection module is responsible. Start by relaunching Malwarebytes and disabling Web Protection by turning it off via the Dashboard. Check if this has any impact on the issues. If it doesn't, move onto another Real-Time Protection module and repeat until the issue no longer occurs and you've identified which module is responsible.
  17. Hi @nippa, I've checked with the Support team and the response you received was automated. A Support agent will be responding to your ticket as soon as possible. Please note that tickets are worked in the order they're received. Thank you for your patience.
  18. Thanks for all the feedback and information. We can reproduce the issue with Malwarebytes erroneously registering in the Windows Security Center when settings are left as default (along with other Security Center related issues, such as the non-actionable warning). This is being looked into further. We have not been able to reproduce the performance-related issues mentioned in the first post and have not made any changes that are intended to specifically address this. To confirm, the above issues disappear when Malwarebytes has been uninstalled? Does disabling individual Real-Time Protection modules have any impact? Would it be possible to run Malwarebytes Support Tool log gathering on each of the affected machines and provide the generated output?
  19. Hi @Sitedrifter, Thanks for your continued patience. Our licensing team are still working on resolving your issue. Your Support agent will contact you via email as soon as the issue is resolved.
  20. Hello @hund, Please carry out the instructions in post #2 so we can take a closer look at the issue.
  21. Hi @morgan, Thanks for the file. The logs indicate Web Protection is currently running. Are you still experiencing an issue? ------ The initial error with Web Protection occurred at 06:12:08.779 on 04/29/19, shortly after a new MBAMService session was started. Was this around the time the computer was powered on? Did you experience any issues with the computer starting up properly? The underlying error which caused the failure is error 1006, which maps to the following: - ERROR_FILE_INVALID winerror.h # The volume for a file has been externally altered so that # the opened file is no longer valid. We're investigating possible causes of this.
  22. Hi @sashi, I've asked the Support team to take a look at your ticket. You should receive a response shortly.
  23. Hello @zRochi, You currently have Malwarebytes configured to use a proxy when connecting to the Internet. Can you disable this within Malwarebytes' settings and then try to activate again.
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