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LAVA

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Posts posted by LAVA

  1. On 2/6/2019 at 11:46 AM, bdubrow said:

    Thanks for asking, OrangeSour!

    This is a new screen added to the installer that some users have been seeing since our 3.6.1 release.  Now we're rolling it out to all existing users as part of the 3.7.1 upgrade.

    It's pretty self-explanatory.  :)  Let us know where you're using Malwarebytes -- either on a personal or home computer or on a work computer / in a business environment.

    There are no major differences in underlying functionality at all.  The only difference is if you choose Work computer you'll see information about some of our available business products that may be a better fit for you.  That's the extent of it.  

    No, it's not 'self-explanatory'... otherwise people wouldn't be asking what this is about. 

    We just received update notices after re-enabling 'application updates' after the Windows 7 'freeze/hang' fiasco from Dec-Feb.

    Many of us use our computers to work from home and/or run a small buiness; thus a machine may serve in one, the other, or both capacities.  Considering the manner in which MB subscriptions are renewed and charged, some users have legimate concerns about being over-charged (upon automated renewal) if they select 'Work Computer'.  At the same time, you stated "there are no -major- differences..."  Well, what are the minor differences?  It's not self-explanatory with two simple buttons, and yet no text, no explanation, nor any feature lists.

    Furthermore, I use an Enterprise version of Windows in our home-based law office.  So again, what are the "additional functionalities" with the 'work computer' selection?

    Frankly, we don't want a bunch of 'push' marketing at our law office.  Is that the only feature of selecting  'Work Computer' ?

  2. 19 minutes ago, 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!

     

    Very interesting. That is one of the issues that Microsoft (i.e. Mark Russinovich & Pedro Teixeira, etal) improved with Windows 8 and Server 2012 (NT 6.2): the process scheduler and thread pooling.  i.e. Blocking and race conditions.  That could explain why only Windows 7 was impacted, as it does not handle some multi-threaded conditions as well as later versions of the NT core.

  3. 2 hours ago, abs7125 said:

    Does  any one know how to get a hold of MB's legal team? This has gone on long enough. They have caused software damage, to people system, endless hours and days of trouble shooting, and they are not showing any signs of urgency in this. 

    I think most of us share your frustration, but you can be certain there is a 'limitation of liability' clause in the EULA.

    The work-around of rolling back to the previous component package works perfectly fine and offers full protection.

    It would be prudent for MBAM to make previous versions available for users (i.e.  archive directory for subscribers).

  4. 1 hour ago, robhab said:

    There appears to be two different themes playing out in this thread:

    1. Discussions concerning a technical fix for the freeze problem caused by Malwarebytes (MB) - which is the intended original purpose of this thread

    2. Opinions about how MB  staff has handled/mishandled the problem so far - essentially a customer service and PR debate that is also a valid customer concern. 

    Both themes are very important to MB and its customers. I am confident the Ms. Elena Verna (SVP, Product & Growth) and Mr. Raj Mallempati (SVP of Marketing) at MB are keenly interested in customer opinion and how this particular problem is affecting MB's reputation and future sales.  I would like to add my personal comments on the customer service aspects that directly affected me, and my evolving impression of the company as it wrestles with this most difficult fix.  I think thoughtful comments may be helpful.  However, I don't want to muck up the technical discussion here.  Further,  the technical folks at MB,  who are responding to technical comments here, are exactly the wrong folks to be responding to consumer concerns/rants.  That job takes a special skill set not often found among programmers.  Could the forum moderators please start a separate thread to discuss customer opinion on how this freeze problem has been handled by the company so far.   And direct those comments to the second thread.  This way, the two themes can be separated. 

    If the moderators are not comfortable doing this, I am happy to start the second topic thread - just point me to the right place in this forum.

    Thanks - and good luck on the fix.        

    At this point, 1 & 2 are no longer mutually exclusive... It's been 5 weeks.

    Had they made the issue known to their subscription base in a timely manner, they might have more data to analyze the problem.

    A quick search reveals users who have been struggling with 'freezing' for 3+ weeks, and yet have no clue as to the cause:

    SevenForums
    BleepingComputer
    TomsHardware
    answers.microsoft

    etc.

  5. 59 minutes ago, Telliege said:

    Disable web protection and if still have an issue disable ransom ware protection. Realtime does not seem to be an issue. Or you can downgrade as explained by others.

    You're welcome. I"m glad you found your way over here. However, I would recommend a roll-back to Component Package version 1.0.418 so you have full protection online.

    There are many other Windows 7 users out there trying to troubleshoot their systems by throwing good money after bad, along with a lot of wasted time and productivity. 

    In almost every case, nobody suspects MBAM software to be the source of their problems.  Affected users start testing RAM, swapping video cards, changing drivers, power supplies, mice/keyboards, updates, etc... until they do a search on 'Windows 7 Freeze MBAM', or someone tells them about the issue, the problem remains unsolved (for weeks in some cases).

    I know the MBAM staff has been working on the issue, but a few of us indicated the problem was likely more widespread than they realized (partly because it was holiday break). If you look at our profiles, you'll notice many of us are new. i.e. We've been cruising along for years without any issues on Win7 + MBAM, and many of us are computer or IT veterans.

    More sites are encountering the issue and are surprised when they are informed the problem lies with MBAM.  A few prominent sites are questioning why Malwarebytes hasn't 'taken ownership' of the problem after 3 weeks with some sort of advisory or annoucement.  This is a PR disaster in the making, yet they had a chance to get in front of it 2-3 weeks ago...

    One editor wondered if the problem was bigger:  "How many Windows 10 users encounter this problem and just 'chalk it up to MS' and Windows 10 updates?  Hello MBAM?"

     

     

  6. 19 hours ago, Firefox said:

    The issue is with the Component Package version 1.0.508 and not with the definitions updates.

    I see no indication that has been definitively proved or disproved.  Apparently, MB has not even successfully replicated the issue at their lab, AFAIK.

    In my case, only 4 things changed; one being only the definitions (not the CP), plus two minor browser version updates (Chrome & Firefox), and finally the KB patches.

    I'm referencing one box: same CPU, hardware, BIOS, chipset, drivers, etc;   only difference between two fresh system installations is listed above. One freezes, one doesn't.

    That implies MS patch(es) induced the issue, or a specific combo of KB patches + CP 1.0.508 + def version... as now I have -no- freezes with CP 1.0.508  + UP 1.0.8730 (defs)

    Thus, the ability to roll-back to previous definitions might help with isolating the problem. 

  7. @LiquidTension

    I have completed re-installation of the OS/software for the Dell T3610 system which had been freezing.  So far, no freezes or hangs, but read on...

    First of all, the current MB definitions on the machine are newer. Is there a way to roll-back my definition file to the 'bad' update package version: 1.0.8663 ?

    As it stands now, the MBAM version is:  3.6.1.2711   CP version: 1.0.508   UP version: 1.0.8730   I have a backup system image and restore points for testing.

    Other than the above, the only differences between my current system configuration and the previous (freezing) configuration are:

    Win 7.1 Ultimate vs  (Enterprise)*
    KB patches/rollups
    Firefox version
    Chrome version

    * The only difference between Ultimate & Enterprise is the licensing/activation mechanism. Enterprise uses KMS.

    This weekend I will be configuring another Dell system (T5610), and I will use the previous ISO which exhibited freezing (different KB patches). 

    At that point, I can provide you with KB 'deltas' between the 2 installs, and perhaps isolate any MS patches with may be contributing to the issue.

  8. 5 hours ago, jweigang said:

    Someone mentioned something about hangs being correlated with MBAM automatic definition updates, and the hang patterns I observed match this: Initially, it would take up to two hours for the computer to freeze, but once it had frozen it would re-freeze much more quickly after that--as if the initial wait was for a new definition file to appear (or to be looked for), and after reboot MBAM knew it needed to check and was waiting only a randomizing amount of time.
     

    THAT ^ has been on my mind for a few days. i.e. One of more commonly cited symptoms is an idle computer, and then increasing occurrences of freezing.

    Eventually, my system got to the point where it was freezing minutes after boot/logon; whereas the first few freezes took 7-10 hours to occur between restarts.

    MBAM definition update bug?

  9. 1 hour ago, abs7125 said:

    I have to agree, with this user. Your statement of only a few users being affected, due to your "telemetry results", is poor.  It took me a couple days, of troubleshooting, before I was able to find out you guys where the cause. Based on all the responses just from THIS form, I would say its a more serious problem, then your admitting to. I am sure there are many users, who have no idea, their system issues, are because of Maleware. You guys need to do a better job, owning up to the fact, you caused software damage, to ALLOT of users.

    Indeed. That's one of the reasons I pasted a link to the comment/post over at TenForums.com  (with identical symptoms).

    How many users think the freeze is due to Windows 10, MS, etc... and never consider MBAM, let alone contact MB?

    This is not to say MBAM is the sole source of the problem, since MS creates a 'moving target' every month...

     

  10. 23 minutes ago, mkaz said:

    @Lava, curious whether your OS updates include the new Jan. updates now coming out.....  Today, @JasonGillman posted:

    Today's Microsoft update seems to have fixed the problem and I have been up for several hours without lock up and web protection ON.

    Nope... most of my patch #'s stop at around KB 315xxxx.    I have one patch from 2017:  KB4019990. 

    Otherwise the patching is over a year out of date, as was the prior system configuration which had been freezing... I'm trying to replicate the problem as I rebuild the system.

  11. On 1/8/2019 at 8:01 AM, LiquidTension said:

    We're looking for volunteers to assist with the troubleshooting of this issue by performing Kernel-Mode debugging on the affected machine. This is quite an in-depth process that has a few specific prerequisites. If anyone is interested, please let me know and I'll send you a message with the details. 

    Thank you!

    Okay, it's been a few days, but I want to follow-up:

    I have been methodically reinstalling the OS, software, and updates while observing the behavior with MBAM 3.6.1.2711 CP 1.0.508  and saving restore points as I go.  Same hardware & drivers as before, except Windows 7.1 Ultimate instead of Enterprise.   I'm down to the last main software package: Adobe CC 2018 (tedious install) and then a few utilities like 7zip, etc.

    So far, no freezes or hangs.  I know MBAM engineers are focusing on a network adapter/driver issue, and that is a possibilty.  However, when my system was freezing (on the prior OS installation), I was able to access 'administrative shares' ( e.g. \\machine\C$ ) and ping the adapter on several occasions. 

    I did come across a KB patch/article in which MS mentioned certain network drivers being bricked by the patch.  Unfortunately, it was 2-3 a.m. and I was too sleep deprived to note the KB#.

    So, the remaining possiblities I've isolated in my case are:

    FireFox (Quantum) version 60 thru 62.x.x.x   Mozilla has since updated FFQ to 64.0, so I can't retest.
    Chrome browser
    Adobe CC (specifically Adobe services which update, launch, or authenticate Acrobat and CC apps)
    Nvidia driver 242.00

    Other than the above, it might be an obscure OS patch or a specific combination of drivers/patches.

    I won't be able to debug with this machine (Dell T3610) because it needs to be put into production asap... I'm over a week behind.

    However, if my upcoming installation (Dell T5610) starts freezing, I'll let you know.  😉

  12. 19 minutes ago, Brendan_N said:

    I'm attaching a list of my installed programs - perhaps other lockup sufferers could supply the same and something common might be found.

     

    
    InstallList.txt
    

    No web browsers listed?  Seems that list might be incomplete with regard to applications and services.

    In my case, I had a fresh installation of Windows 7.1 Enterprise, with a 'minimal' set of applications.

    Here is what I had installed, with asterisks (*) indicating the apps/services which I suspect:

    Opera
    *FireFox
    *Chrome

    *Adobe CC 2018 (everything except Premier & AfterEffects)
    Office 2010 Professional

    Adobe CC is notorious for background network activity and services constantly checking-in with the Adobe mothership.

    Yesterday, I blew away the entire system, and installed Windows 7.1 Ultimate, and the 3 browsers above along with the 'bad' version of MBAM 3.6.1

    Now I'm just letting the machine idle for awhile to see what happens.

  13. LiquidTension:

    Below is my hardware info.  I do have a CAVEAT with regard to MS updates on my systems,  I remove & defer numerous updates due to MS 'telemetry', snooping, MS pushing Win-10 upgrades, and other annoying behavior from Redmond since 2015.  Therefore, the most recent updates for the system below end at: KB315xxxx.

    Dell Precision T3610  (Xeon e5-1620 v2) + Windows 7.1 Enterprise

    Net Adapter: Intel 82579LM  (integrated)

    KB4471318 is NOT installed 

  14. 50 minutes ago, LiquidTension said:

    Hi LAVA,

    Uninstallation of the standalone Malwarebytes Anti-Exploit Beta typically removes all file system/registry items.

    If you're concerned items have been leftover, you can use our Malwarebytes Support Tool to perform a clean removal.

    YbWgqUx.png Malwarebytes Support Tool (MBST) Clean Uninstall

    • Please download MBST using the link below:
      http://downloads.malwarebytes.com/file/mbst
    • Once the file is downloaded, open your Downloads folder or the location of the downloaded file.
    • Double-click YbWgqUx.png mb-support-#.#.#.###.exe to run the program.
    • Click the Advanced menu on the left. Please do not click Start Repair.
    • Click the Clean button followed by Yes to proceed.
    • Upon completion, click OK to reboot your computer.
    • After the reboot, please wait for the program to reopen.
    • You will be presented with the option to reinstall Malwarebytes for Windows. Click No.

     

    Okay, let's backtrack a bit.  l must retract my 'mouse-freeze' report from this morning (1/3/2018).  I found an anomaly, and retested via wired mouse.

    The cordless mouse has a 'unifying' transceiver.  I've -reset- that mouse/transceiver link and fixed that issue.  No mouse freezing with either mouse.

    THEREFORE, my 24 hour test of Anti-Exploit Beta file did not result in any symptoms... the hang/freeze problem with 3.6.1 is elsewhere (in my case).

    The original problem with the full version of MBAM 3.6.1 also occurred using a different mouse, so that issue is reconfirmed (freeze, forced reboot).

  15. 18 hours ago, dcollins said:

    If you are experiencing this issue, can you please try the following:

    1. Remove Malwarebytes 3
    2. Install the Malwarebytes Anti-Exploit Beta
    3. Use your computer as normal for awhile and see if the freeze happens again

    Please respond to let us know if the freeze does/doesn't happen so we can rule out these changes. While we've gotten reports that disabling Web Protection solves the issue, current logs are pointing to Anti-Exploit potentially being part of the problem as well.

     

    Okay Devin, I've got some very interesting results & info on this test with Anti-Exploit Beta. 

    At first, no problems... the machine in question --Dell T3610, fresh install of Win 7.1 Enterprise x64, recent updates-- ran for hours without issue (prior to shutdown for the night).  Then, this morning 1/3/2019, a few minutes after boot/login, the mouse froze.  However, I am able to use the keyboard and do "ctrl-alt-del" to logout or use the Windows key to manipulate the Start menu, etc.

    The mouse is a cordless USB Logitech. Now here's the interesting part: if I switch off the mouse battery and turn it back on, the mouse will work for a few seconds and then freeze up again after a few seconds.  It will do this consistently.  After rebooting, the mouse froze again during login.  Keyboard is still accessible.

    And just in case you're wondering, I've used the same mouse/USB transceiver on a different system with absolutely -no- problems, so it's not the mouse.

    By turning the mouse on/off several times, I was able to reach the Programs and Features menu and remove the MBAE Beta.  Presto!  No more problem.

    Note this is not the same behavior as before. With a full install of 3.6.1  nothing would work and the machine required a forced power off via the button.

    Hope this helps.

  16. 24 minutes ago, dcollins said:

    If you are experiencing this issue, can you please try the following:

    1. Remove Malwarebytes 3
    2. Install the Malwarebytes Anti-Exploit Beta
    3. Use your computer as normal for awhile and see if the freeze happens again

    Please respond to let us know if the freeze does/doesn't happen so we can rule out these changes. While we've gotten reports that disabling Web Protection solves the issue, current logs are pointing to Anti-Exploit potentially being part of the problem as well.

     

    FYI, my previous freezes have occurred randomly: everything from typing login user/pass, to 3 minutes afterward, or 8 hours later (and everywhere in between).

    Inactivity or idleness seems to increase likelihood... on 12/29 machine was actively used for 7+ hours without a crash; then, after sitting for 15 minutes, it froze.

    I have installed the above file (MBAE beta) and will report back if the machine freezes, or 24 hours if no freeze.  (I removed 3.6.1 two days ago, no hangs since.)

  17. Just now, LAVA said:

     

    (Also attn: DCOLLINS)

    We have two older Win7 machines running with MBAM 3.6.1 and Defender:  Windows Pro 7.1 and Ultimate 7.1  no updates since 2016. (MBAM Premium licenses)

    Our newest box, with fresh up-to-date installation of Enterprise 7.1 (updates), is the box that keeps freezing/hanging. (MBAM Trial, waiting to transfer 1 license)

    Will report back on Windows 8.1 Enterprise systems when I return to work.  No, we do not use Win10 on anything.


    Critical info I forgot to mention:

    The two older machines (no Win7 updates since 2016) do not hang or freeze... it's only the new box with fresh Win7 install/updates which hangs.

  18. 1 hour ago, buttoni said:

    My 2cents worth:  The Microsoft community forum has ALWAYS said not to run MSE concurrently with any other realtime antimalware/anti-virus software lest one wants to experience "system instability".  What changed?   I was shocked to read here on the forums this week that MBAM says it WILL run alongside MSE or Windows Defender!   Maybe not........ 

    I just installed the free-standing Malwarebytes last week (basically just a manual scanner as I understand it) as I haven't run MBAM in a number of years.   Wanted to see how it has changed since I last ran it.  Since the non-premium MBAM has no realtime protection, I on my Win7 Home Premium x64, have NOT experienced any freezes.  I did install the MBAM browser add-on though and it, too, has caused no issues on my Win7 machine.

    I plan on upgraded to the premium version eventually (when and IF this Win7 freeze issue is resolved), but will ABSOLUTELY uninstall MSE and turn off Defender when I do upgrade.  I wasn't aware MS had ever changed their position about MSE (or Defender) not being compatible with other realtime scanners. 

     

     

    (Also attn: DCOLLINS)

    We have two older Win7 machines running with MBAM 3.6.1 and Defender:  Windows Pro 7.1 and Ultimate 7.1  no updates since 2016. (MBAM Premium licenses)

    Our newest box, with fresh up-to-date installation of Enterprise 7.1 (updates), is the box that keeps freezing/hanging. (MBAM Trial, waiting to transfer 1 license)

    Will report back on Windows 8.1 Enterprise systems when I return to work.  No, we do not use Win10 on anything.

  19. On 12/30/2018 at 6:29 AM, loco said:

    Hello,

    Just to let you know:

    Running 2 pc on Win7 /64 fully updated , with the latest MBAM and MSE on one and BitDefender free on another  with  "WEB PROTECTION OFF"

    I did not experienced any problems / freezing ever

    Now, if you disable Web protection , reboot and make sure the associated driver for Web protection ( C:\Windows\system32\drivers\mwac.sys ) it is not loaded after reboot.

    Thanks!

     

     

    Web Protection and Ransomware Protection are primary reasons we purchased MBAM.

    Running MBAM without those features is not much different than using MSE by itself.

    Most of my notifications from MBAM involve blocking malicious websites/scripts.

  20. On 12/29/2018 at 4:41 PM, dcollins said:

    We're basing this on number of reported cases versus the number of users on the latest version of Malwarebytes

    Well, this issue began just as the holidays rolled in, so you'll be seeing many more complaints as people return to work this week. 

    This should be obvious.  That said, I do appreciate that you have responded and acknowledged us 'night owls' during the holiday.

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