Malwarebytes locks up running on Windows 7

[kvormwald]

I can't find my original post to follow up on your suggestions regarding my freezeup problem. Malwarebytes doesn't just freeze, it literally completely locks up my Windows 7 PC when it runs either a quick scan or a full scan. I have to forcibly shut down the PC as I can't even get the Task Manager to run after it freezes. Here's what I've tried so far:

1. Ran CHKDSK twice with autocorrect.

2. Ran defrag on both the C and D drives.

3. Set the exclusions between MSE and Malwarebytes for the three listed files.

4. Tried running in Safe Mode.

All to no avail. I downloaded the DDS.com executable from bleepingcomputer.com, but I'm not sure how/when to run it. I can't run it after Malwarebytes freezes because it locks up the computer completely. I've tried running it after the forced shutdown and restart, but it seems to just open a DOS window for a second or so and then closes. It doesn't return with the two open log files as described in the FAQ.

Any help would be greatly appreciated as it's been quite frustrating trying to get this application to run reliably.

Ken

[daledoc1]

Hi, kvormwald:

Sorry you are still having trouble (I think your original post was among those lost during a recent forum outage?).

Until an MBAM staffer arrives....

This sounds like something a bit more involved than is typical.

The experts will likely need some additional information about your system in order to assist you with this.

Your best bet would probably be to choose one of the following options:

EITHER

1) post back here with the three logs produced by running MBAM-check and DDS (instructions below), if you can;

OR

2) open a ticket at the helpdesk. They can be reached here: Contact Customer Support. Since you're having trouble running even the DDS tool, this might be the better option for you. When you open your ticket, please reference this forum topic link:

http://forums.malwarebytes.org/index.php?showtopic=117649

If you do wish to stick here in the forum, if you can, please attach these logs to your next reply here, rather than posting them in the body of your reply:

• CheckResults.txt
  
• DDS.txt
  
• Attach.txt
  

Thanks for your patience and understanding,

daledoc1

--------------------------------

Step 1 -- Create an mbam-check log:

Download mbam-check.exe from HERE and save it to your desktop.

Double-click on mbam-check.exe to run it, it should then open a log file.

Please attach to your next reply the CheckResults.txt file which should now be located on your desktop.

Then, if you can, please also upload your 3 most recent Protection module logs:

In Windows XP, these logs are located in: C:\Documents and Settings\All Users\Application Data\Malwarebytes\Malwarebytes' Anti-Malware\Logs

In Windows Vista/7, these logs are located in: C:\ProgramData\Malwarebytes\Malwarebytes' Anti-Malware\Logs

Step 2 -- Run DDS and create 2 logs:

Download DDS from one of the locations below and save it to your Desktop:

dds.scr

dds.com

Temporarily disable any script blocker if your Anti-Virus/Anti-Malware has it.

How To Temporarily Disable Your Anti-virus, Firewall And Anti-malware Programs

Once it is downloaded, you can disconnect from the Internet and disable your Ant-Virus temporarily if needed.

Then double click dds.scr or dds.com to run the tool, on Vista or Win 7 right click and select Run as administrator

Click the Run button if prompted with an Open File - Security Warning dialog box.

A black DOS console should open and run for a moment.

• 
  When done, DDS will open two (2) logs:
• 
  
  1. DDS.txt
     
  2. Attach.txt
     

• Save both reports to your desktop
  
• Please attach both of the following logs to your next reply: DDS.txt and Attach.txt
  --->You can ignore the note about zipping the Attach.txt file in most cases.
  

[sten2]

I also had the issue with Windows freezing since the latest Malwarebytes upgrade. I´ve seen others threads here at the forum regarding the same issue, so you are not the only user experiencing this. Today the issue appears to be solved for me at least. Now i can run Malwarebytes without windows freezing.

[sten2]

I guess that i was a little fast saying that the issue of freezeup was solved. Now Windows are freezing again using Malwarebytes.

I don´t know if it´s because of some conflict between antivirus program and Malwarebytes. By curiosity,what antivirus and firewall are you using on your computer when your computer freezes?

[AdvancedSetup]

If you're still with us (been a few days since you posted)

Please do the following and let us know if this corrects the issue for you or not.

• Download and run mbam-clean.exe from here
  
• It will ask to restart your computer, please allow it to do so very important
  
• After the computer restarts, temporarily disable your Anti-Virus and install the latest version of Malwarebytes' Anti-Malware from here
  
  • Note: You will need to reactivate the program using the license you were sent via email if using the Pro version
    You can also look up your ID and Key from the Registry and copy and paste it to a Notepad document before running the mbam-clean utility.
    
    Location for Windows x86
    
    
    HKEY_LOCAL_MACHINE\SOFTWARE\Malwarebytes' Anti-Malware
    
    
    Location for Windows x64
    
    
    HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Malwarebytes' Anti-Malware
    
    If you cannot locate your registration in the Registry and no longer have access to your order number you can contact Cleverbridge to obtain information about your order and registration information.
    Cleverbridge customer service
    
  • Launch the program and set the Protection and Registration. Then go to the UPDATE tab if not done during installation and check for updates.
    Restart the computer again and verify that MBAM is in the task tray if using the Pro version. Now setup any file exclusions as may be required in your Anti-Virus/Internet-Security/Firewall applications and restart your Anti-Virus/Internet-Security applications. You may use the guides posted in the FAQ's here or ask and we'll explain how to do it.
    

[Delice668]

I know it has been a while since anyone posted on this topic but I am also having a similar problem. Windows does not freeze however, only Malwarebytes freezes during the scan. Scans for about an 1 hour to an hour and a half and then suddenly stops responding. I have reinstalled the program many times. One thing though, it used to happen at a certain part in the scan after is detects 2 threats. Whenever it detected these 2 threats on my computer, that is when I would see it is not responding. So I figured it was the threat itself that may be hindering the scan.

So then I just did that TDDS kaspersky scan thing that I saw in another post and it detected 2 threats, which I eventually deleted. However, when I tried scanning with Malwarebytes again, the program still froze up and this time it didn't even detect any threats. So I am wondering if there maybe some kinda virus tucked away somewhere on my computer that is doing this. Hope I was clear in this post, so that someone can at least give me any ideas on this problem.

Thanks in advance.

De

[Wide_Glide]

@ Delice668 only

Hello and welcome to Malwarebytes

If you think you are infected, here are the steps needed to get your computer cleaned....

Please read the following so that you can begin the cleaning process:

Don't use any temporary file cleaners unless requested - this can cause data loss and make recovery difficult

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OPTION 1

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• 
  
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OPTION 2

Alternatively, as a paying customer, you can contact the help desk

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