nikhils

Hello @dydx Can you please send me a Private Message with your license key ? I can check what might be happening. Thank you.

Hello @RajTexas I have sent you some instructions via Private message. Can you please follow those and reply back to the message. Thank you.

Hello @yeet I have sent you a Private message with some troubleshooting steps. Can you please try it out and let me know if that worked for you. Thank you.

Hello @Jackietools Here is the link for 3.8.3: https://downloads.malwarebytes.com/file/mb3-windows-legacy

Hello @ergonql Can you please follow the instructions in the following document and please send us the logs. https://support.malwarebytes.com/docs/DOC-2396 Thank you.

Hello @Richie007 Can you please run the support tool again and generate a new set of logs. Please post the new mbst-grab-results.zip folder to this post. Thank you.

Hello @Jackietools Our developers have identified the cause of the BSOD and we are working to get a fix in as soon as possible. For now I would recommend keeping the Web Protection off . Another option is to uninstall MB 4.0.4 and revert back to the older 3.8.3 build. I will give you a heads up when we have a build with the fix available. Thank you.

Thank you @Scott_M

Hello @Scott_M I have split your post into a new one for easier tracking. Please use wetransfer.com for sending large files. Thank you.

Hello @Scott_M Those indicate a mini dump. Wondering if you had a full memory dump. That would be much larger.

Hello @Scott_M Thank you for letting us know. Also do you by any chance have the C:\windows\memory.dmp file on your system ? Thank you.

Hello @Nast Can you please run mb-clean: https://support.malwarebytes.com/docs/DOC-2674 When the tool asks you to re-install the product again click on "No" This should remove Malwarebytes from your machine.

Hello @rickmd1991 We are still looking into it and might have found a possible cause. Thank you for letting us know you are not seeing any new BSOD's.

Thank you for the dump file @rickmd1991 I'll get them reviewed by the developers. Do you still get the BSOD when you turn off Web Protection layer ? Thank you.

Thank you for your feedback @DavidSanders We are working continuously to fix issues and improve performance. Please check back in January as we have another inline planned then with many improvements. Thank you.

@Jackietools Here you go:

Hello @Richie007 Can you please try re-installing mb-clean. Please follow instructions in the following document: https://support.malwarebytes.com/docs/DOC-2674 Let us know if that works ? Thank you.

Hello @douge93 Without logs there is not much troubleshooting we can do. If you want us to look at the 4.x logs please follow instructions in : https://support.malwarebytes.com/docs/DOC-2396 and send us the logs. If you want to go back to 3.x please follow instructions followed by @Porthos .

Thank you for the dump files @Jackietools Do you also have any full dump file by any chance? c:\windows\dmp Also can you try this: Turn off the Web Protection layer in MB 4 and check if the BSOD is still happening. I will submit these dumps to be reviewed.

Hello @FrankG77 Can you please follow the instructions in the following post and send us the logs: https://support.malwarebytes.com/docs/DOC-2396 We can look into what is causing the issue. Thank you.

Hello @Jackietools Thank you for the logs. Without the full memory dumps it's a little hard to determine what is the exact issue. If you encounter the issue next time please send us the memory.dmp file. I'll try to see if I can reproduce it locally.

Hello @rickmd1991 You have a full memory dump located at: C:\Windows\MEMORY.DMP Can you please send us that dump file using wetransfer service. Thank you.

Hello @SnapK I just viewed your ticket. Please follow the instructions the support agent is requesting and send us the logs.

Hello @Jackietools Can you please follow instructions in the following document and send us the logs: https://support.malwarebytes.com/docs/DOC-2396 Thank you.

Hello @n6dcr Can you please boot into safe mode and try running the support tool to see if that works?