LighteningSam
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Posts posted by LighteningSam
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On 1/17/2019 at 4:38 PM, bdubrow said:
Hi all—
I wanted to share some promising news!
We’ve now been able to consistently reproduce the freeze in house on more systems and we believe we have narrowed the problem to multi-processor synchronization issues with our Web Protection code on Windows 7.
We have an updated version of Malwarebytes that we’re currently testing, so far with encouraging results.
I want to make this update available just as soon as possible, but we want to be sure we aren’t introducing any additional issues, so further testing is still required. Assuming all goes well, I’m hoping we’ll have more good news for you next week.
We appreciate everyone who’s been working with us to help resolve this problem, even behind the scenes. Your assistance has been invaluable!
1"multi-processor synchronization"
Ah, just as I thought! Was it the Russians or Global warming?
Thank you guys so much for identifying a complicated problem and staying with us 'very random' freeze issues complainers. The complaints were all across the board. As an early complainer, your forum was invaluable to me, since I first identified a hardware problem, upgraded the hardware and OS, and it was fixed (little did I know at the time WIN10 was the real fix for me). The second workstation had the exact same motherboard, so I was convinced something wasn't happy with the particular motherboard. Then the third workstation with a different motherboard caused me to search out Malwarebytes to find if 'they' had reports of a virus freezing computers. Only then did I find two other users having the same complaints. That's when I removed (when there is smoke there is fire) Malwarebytes on the two remaining computers, also Win 7, and no more freezes.
My point is, that if it wasn't for this forum I would not have suspected Malwarebytes created the problem. So the fact that you are so open with the forum and posts, was invaluable to me which saved a lot of work and time for me. Unlike some others, I had no issue with the lack of reporting of progress or a bunch of 'feel-good' statements that all is under control. Your transparency ('Houston we have a problem') was by far the biggest help for me! Thanks!
-Sam-
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I think I identified the problem... it's the Russians! Yeah, either that or global warming. But I'm not ruling out sunspots. You know how this works... a Forbes technical writer picks up on this freezing then all the news feeds carry the article with their spin. In a few days, millions are having freezing problems... and some will even have Malwarebytes installed.
I think the MWB staff should adopt how QuickBooks rolls out their solutions. I just installed a patch on about 20 workstations. After patching a few, I ran it on one workstation and no "Install" or "Cancel" button... OK, I'll come back to that workstation later... Then a few more workstations and again, no Install button. Yeah, I clicked where it should have been and even hit the enter and Alt key with no success. After a Google search found one of their support threads. They said it was because the display was not set at 96DPI??? Two solutions... either change the DPI or hit the "space bar". Makes perfect sense, space bar. Now get this... this was from a thread in 2015. So the patch, that just came out a few days before, worked flawlessly by hitting the space bar. It also warned me that after the patch it might have to reboot, but out of 20 workstations, only one rebooted. IOW, don't apply logic and don't ask why. And that is the very reason global warming causes freezing.
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11 hours ago, LiquidTension said:
Thanks everyone for your continued feedback on the issue. For those affected by the issue, please provide the following information:
- When did the freeze first start occurring?
- What were you doing on the computer immediately prior to the latest freeze?
- Did you notice anything significant occur around the time of the latest freeze (e.g. AV notification, application crash, etc)?
- Has a freeze occurred when the computer is idle?
- Have you noticed a correlation between high network traffic and the computer freezing?
- How often does the computer freeze?
- Are you able to reproduce the freeze on-demand? If the answer is yes, what are the steps?
- How old is the computer?
- Was the computer upgraded from XP/Vista to Windows 7?
- Is the computer fully up-to-date with Windows Updates? Which updates have been installed after the first freeze occurred?
- Does the computer have multiple network adapters? If it does, what happens when you disable the adapter currently in use and switch to a different adapter?
I will refresh what my problem from another thread and give you some info. I have a customer with about 20 workstations. Near the end of November, they started having some computers freezing. I was slowly in the process of upgrading all their computers. Basically, this means going from Win 7 Pro to Win 10 Pro with a new motherboard, RAM, and hard drive. The first few that were freezing I thought was due to some compatibility issue of the motherboard so the fix was easy with the upgrade, and they didn't experience a freeze with MWB installed (WIN 10 machines). Once it appeared to be an MWB issue, I removed MWB on all their machines until you guys have a solid fix/update. This is mostly due to the fact they are moving to a new building and everyone is slammed with work and the fewer headaches during this transition the better (otherwise I would have more time to share and do test for you). All these WIN 7 PRO computers were a fresh install and not upgraded from an older OS, Most current OS updates were installed. They are on a GB network and I think their Internet connection is around 300 down and 20 up.
Three of the 4 computer experiencing lockups had the same motherboard. It is a Biostar TA75M+ (an older budget board with onboard NIC, and all flashed with the most current BIOS). I'll give details below. So we went along for a couple of weeks with random freezing, and one guy that didn't have a problem started having freezes often (starting early December, about every other day, and sometimes two times a day). His motherboard w/onboard NIC is an MSI a78m-E35. In my log below, I'm calling his Computer #1 and the Biostar TA75M+ Computer #2.
But before I post this, I have another computer that was reported as freezing (but I will say I didn't do much testing and not confident that the user wasn't jumping on the bandwagon of freezes just to get a new computer). I don't have it listed here but it was an ASRock and Intel CPU. I do have this old board that I can send to you if you want it... has the CPU but no ram and I don't need it back. Since it was so old (and also used as a remote RDP), I just upgraded her and didn't look back. I know it has an onboard NIC, but not sure of the chipset and NIC drivers. Here are the details (probably overkill, but thought I'd give you it all):
COMPUTER #1
Motherboard (w/ onboard NIC): MSI A78M-E35
Realtek PCIe Family Controller #3
Driver Date: 1/19/2018
Driver Version: 7.116.119.2018Adapter Type Not Available
Product Type Realtek PCIe GBE Family Controller
Installed Yes
PNP Device ID Not Available
Last Reset 1/9/2019 3:22 AM
Index 12
Service Name RTL8167
IP Address Not Available
IP Subnet Not Available
Default IP Gateway Not Available
DHCP Enabled Yes
DHCP Server Not Available
DHCP Lease Expires Not Available
DHCP Lease Obtained Not Available
MAC Address Not Available
Name [00000013] Realtek PCIe GBE Family Controller
Adapter Type Ethernet 802.3
Product Type Realtek PCIe GBE Family Controller
Installed Yes
PNP Device ID PCI\VEN_10EC&DEV_8168&SUBSYS_77211462&REV_0C\4&11E038B&0&0019
Last Reset 1/9/2019 3:22 AM
Index 13
Service Name RTL8167
IP Address 192.168.0.153
IP Subnet 255.255.255.0
Default IP Gateway 192.168.0.1
DHCP Enabled No
DHCP Server Not Available
DHCP Lease Expires Not Available
DHCP Lease Obtained Not Available
MAC Address 44:8A:5B:81:9C:41
I/O Port 0x0000E000-0x0000EFFF
Memory Address 0xFEA00000-0xFEAFFFFF
Memory Address 0xD0800000-0xD08FFFFF
IRQ Channel IRQ 4294967293
Driver c:\windows\system32\drivers\rt64win7.sys (7.116.119.2018, 958.94 KB (981,952 bytes), 12/15/2018 1:05 PM)====================================
====================================
COMPUTER # 2Motherboard (w/ onboard NIC): Biostar TA75M+
Realtek PCIe GBE Family Controller
Driver Date: 1/15/2015
Driver Version: 7.92.115.2015Name [00000000] WAN Miniport (SSTP)
Adapter Type Not Available
Product Type WAN Miniport (SSTP)
Installed Yes
PNP Device ID ROOT\MS_SSTPMINIPORT\0000
Last Reset 1/9/2019 3:22 AM
Index 0
Service Name RasSstp
IP Address Not Available
IP Subnet Not Available
Default IP Gateway Not Available
DHCP Enabled No
DHCP Server Not Available
DHCP Lease Expires Not Available
DHCP Lease Obtained Not Available
MAC Address Not Available
Driver c:\windows\system32\drivers\rassstp.sys (6.1.7600.16385, 82.00 KB (83,968 bytes), 7/13/2009 7:10 PM)
Name [00000001] WAN Miniport (IKEv2)
Adapter Type Not Available
Product Type WAN Miniport (IKEv2)
Installed Yes
PNP Device ID ROOT\MS_AGILEVPNMINIPORT\0000
Last Reset 1/9/2019 3:22 AM
Index 1
Service Name RasAgileVpn
IP Address Not Available
IP Subnet Not Available
Default IP Gateway Not Available
DHCP Enabled No
DHCP Server Not Available
DHCP Lease Expires Not Available
DHCP Lease Obtained Not Available
MAC Address Not Available
Driver c:\windows\system32\drivers\agilevpn.sys (6.1.7600.16385, 59.00 KB (60,416 bytes), 7/13/2009 7:10 PM)
Name [00000002] WAN Miniport (L2TP)
Adapter Type Not Available
Product Type WAN Miniport (L2TP)
Installed Yes
PNP Device ID ROOT\MS_L2TPMINIPORT\0000
Last Reset 1/9/2019 3:22 AM
Index 2
Service Name Rasl2tp
IP Address Not Available
IP Subnet Not Available
Default IP Gateway Not Available
DHCP Enabled No
DHCP Server Not Available
DHCP Lease Expires Not Available
DHCP Lease Obtained Not Available
MAC Address Not Available
Driver c:\windows\system32\drivers\rasl2tp.sys (6.1.7601.17514, 126.50 KB (129,536 bytes), 11/20/2010 9:24 PM)
Name [00000003] WAN Miniport (PPTP)
Adapter Type Not Available
Product Type WAN Miniport (PPTP)
Installed Yes
PNP Device ID ROOT\MS_PPTPMINIPORT\0000
Last Reset 1/9/2019 3:22 AM
Index 3
Service Name PptpMiniport
IP Address Not Available
IP Subnet Not Available
Default IP Gateway Not Available
DHCP Enabled No
DHCP Server Not Available
DHCP Lease Expires Not Available
DHCP Lease Obtained Not Available
MAC Address Not Available
Driver c:\windows\system32\drivers\raspptp.sys (6.1.7601.17514, 108.50 KB (111,104 bytes), 11/20/2010 9:24 PM)
Name [00000004] WAN Miniport (PPPOE)
Adapter Type Not Available
Product Type WAN Miniport (PPPOE)
Installed Yes
PNP Device ID ROOT\MS_PPPOEMINIPORT\0000
Last Reset 1/9/2019 3:22 AM
Index 4
Service Name RasPppoe
IP Address Not Available
IP Subnet Not Available
Default IP Gateway Not Available
DHCP Enabled No
DHCP Server Not Available
DHCP Lease Expires Not Available
DHCP Lease Obtained Not Available
MAC Address Not Available
Driver c:\windows\system32\drivers\raspppoe.sys (6.1.7600.16385, 90.50 KB (92,672 bytes), 7/13/2009 7:10 PM)
Name [00000005] WAN Miniport (IPv6)
Adapter Type Not Available
Product Type WAN Miniport (IPv6)
Installed Yes
PNP Device ID ROOT\MS_NDISWANIPV6\0000
Last Reset 1/9/2019 3:22 AM
Index 5
Service Name NdisWan
IP Address Not Available
IP Subnet Not Available
Default IP Gateway Not Available
DHCP Enabled No
DHCP Server Not Available
DHCP Lease Expires Not Available
DHCP Lease Obtained Not Available
MAC Address Not Available
Driver c:\windows\system32\drivers\ndiswan.sys (6.1.7601.17514, 160.50 KB (164,352 bytes), 11/20/2010 9:24 PM)
Name [00000006] WAN Miniport (Network Monitor)
Adapter Type Not Available
Product Type WAN Miniport (Network Monitor)
Installed Yes
PNP Device ID ROOT\MS_NDISWANBH\0000
Last Reset 1/9/2019 3:22 AM
Index 6
Service Name NdisWan
IP Address Not Available
IP Subnet Not Available
Default IP Gateway Not Available
DHCP Enabled No
DHCP Server Not Available
DHCP Lease Expires Not Available
DHCP Lease Obtained Not Available
MAC Address Not Available
Driver c:\windows\system32\drivers\ndiswan.sys (6.1.7601.17514, 160.50 KB (164,352 bytes), 11/20/2010 9:24 PM)
Name [00000007] Realtek PCIe GBE Family Controller
Adapter Type Ethernet 802.3
Product Type Realtek PCIe GBE Family Controller
Installed Yes
PNP Device ID PCI\VEN_10EC&DEV_8168&SUBSYS_230A1565&REV_06\68010000684CE00000
Last Reset 1/9/2019 3:22 AM
Index 7
Service Name RTL8167
IP Address 192.168.0.144
IP Subnet 255.255.255.0
Default IP Gateway 192.168.0.1
DHCP Enabled No
DHCP Server Not Available
DHCP Lease Expires Not Available
DHCP Lease Obtained Not Available
MAC Address 00:30:67:D5:49:85
I/O Port 0x0000D000-0x0000D0FF
Memory Address 0xF2104000-0xF2104FFF
Memory Address 0xF2100000-0xF2103FFF
IRQ Channel IRQ 4294967292
Driver c:\windows\system32\drivers\rt64win7.sys (7.92.115.2015, 954.71 KB (977,624 bytes), 11/23/2018 10:04 PM)
Name [00000008] WAN Miniport (IP)
Adapter Type Not Available
Product Type WAN Miniport (IP)
Installed Yes
PNP Device ID ROOT\MS_NDISWANIP\0000
Last Reset 1/9/2019 3:22 AM
Index 8
Service Name NdisWan
IP Address Not Available
IP Subnet Not Available
Default IP Gateway Not Available
DHCP Enabled No
DHCP Server Not Available
DHCP Lease Expires Not Available
DHCP Lease Obtained Not Available
MAC Address Not Available
Driver c:\windows\system32\drivers\ndiswan.sys (6.1.7601.17514, 160.50 KB (164,352 bytes), 11/20/2010 9:24 PM)
Name [00000009] Microsoft ISATAP Adapter
Adapter Type Tunnel
Product Type Microsoft ISATAP Adapter
Installed Yes
PNP Device ID ROOT\*ISATAP\0000
Last Reset 1/9/2019 3:22 AM
Index 9
Service Name tunnel
IP Address Not Available
IP Subnet Not Available
Default IP Gateway Not Available
DHCP Enabled No
DHCP Server Not Available
DHCP Lease Expires Not Available
DHCP Lease Obtained Not Available
MAC Address Not Available
Driver c:\windows\system32\drivers\tunnel.sys (6.1.7601.17514, 122.50 KB (125,440 bytes), 11/20/2010 9:24 PM)
Name [00000010] RAS Async Adapter
Adapter Type Wide Area Network (WAN)
Product Type RAS Async Adapter
Installed Yes
PNP Device ID SW\{EEAB7790-C514-11D1-B42B-00805FC1270E}\ASYNCMAC
Last Reset 1/9/2019 3:22 AM
Index 10
Service Name AsyncMac
IP Address Not Available
IP Subnet Not Available
Default IP Gateway Not Available
DHCP Enabled No
DHCP Server Not Available
DHCP Lease Expires Not Available
DHCP Lease Obtained Not Available
MAC Address 20:41:53:59:4E:FF
Driver c:\windows\system32\drivers\asyncmac.sys (6.1.7600.16385, 22.50 KB (23,040 bytes), 7/13/2009 7:10 PM)
Name [00000011] Microsoft Teredo Tunneling Adapter
Adapter Type Tunnel
Product Type Microsoft Teredo Tunneling Adapter
Installed Yes
PNP Device ID ROOT\*TEREDO\0000
Last Reset 1/9/2019 3:22 AM
Index 11
Service Name tunnel
IP Address Not Available
IP Subnet Not Available
Default IP Gateway Not Available
DHCP Enabled No
DHCP Server Not Available
DHCP Lease Expires Not Available
DHCP Lease Obtained Not Available
MAC Address Not Available
Driver c:\windows\system32\drivers\tunnel.sys (6.1.7601.17514, 122.50 KB (125,440 bytes), 11/20/2010 9:24 PM) -
For my 2 cents. I don't think it is related to MSE or any other antivirus. And for those surprised that you can run MSE with Malwarebytes, we've been doing it for years on Win 7 machines and Defender on Win 10 machines. They work very well together. Someone said one of the computers they were using didn't have Win updates installed for over a year, so that would probably rule out a current (around the end of November since we had them start freezing at the end of November) WIN OS update. I am guessing an update/bug in Chrome or MBAM.
This has to be a hard one since the freeze is so random. At first, I thought it was a hardware problem. The motherboard that I was using stopped updating BIOS and drivers on their website so I assumed there was some conflict. I had 3 computers with the same motherboard. So I started replacing one motherboard, BUT, I ALSO upgraded to WIN 10 at the same time and freeze went away. At this point I knew of 2 computers freezing with the same motherboard then the 3rd one showed up as freezing. I isolated the other two by removing everything that was non-essential (including MBAM) and it went away.
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As a previous programmer, before there was even a Microsoft, I can say one of the worst things you can do (for all parties involved) is taking ownership of a problem that may not be yours (and just as bad blaming others). You first go through these steps:
- Consistently duplicate the problem. (Clearly, intermittent problems take the longest to identify)
- Find in your code where the problem occurs.
- Find out if it is actually your code causing the problem or some other app causing the problem, such as a third party conflict, API, MS update, etc.
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Then decide what you are going to do.
- If it's your code, you fix it.
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If caused by an outside source you find out if they can or will fix it and when.
- Then decide if it is best if you create a workaround until the original source is fixed.
- Notify the customers your findings and solution.
Obviously, you really need to be certain the fix is not going to create additional problems before it is released.
The steps 1-3 are usually the "We're looking into it, or we're working on it" phase.
So let's give them a break until they identify the problem.
Many years ago I met the flight engineer that delivered the first Lockheed C-5 Galaxy (huge transport plane) to the government. When I asked him what it was like when they were testing it, he said, "I was amazed everytime it got off the ground." That's probably how we should be feeling about Malwarebytes removing a virus.
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Same problem here. 3.6.1.
Have a customer with 20 computers all have Malwarebytes installed. Most are Win 7, some are Win10. Have no problems with Win 10. About 7 computers (that we know of) randomly freeze since the end of November. We use MSE, Malwarebytes (paid), QuickBooks Enterprise, Office 2016 (not 365), Chrome as our common software. Freezes, and Ctrl-Alt-Del, doesn't work... must power off.
If Malwarebytes is uninstalled we experience no problems.
All OS is up to date and we stay current. Ditto QuickBooks.
Another Windows 7 x64 freeze after the 1.0.508 update
in Malwarebytes for Windows Support Forum
Posted
And thank you so much LiquidTension for enduring the storm!
My hat is off to you and all on your team for an excellent job, A+!
Your team has saved my rear end hundreds of times with Malwarebytes and have generated countless dollars saved by me and my customers. You guys are still the best, including all your tools and identifying and grabbing up those excellent tools that we all have used before you got your hands on them.