Win7 won't start with Malwarebytes in startup

[Skodkim]

Hi

I seem to have a problem thats linked to Malwarebytes 1.65.1.1000. I am running Win7 X64 Home Ed and lately my PC has had problems logging into windows. I can see windows starting and starting up programs but somewhere in the process windows hangs/locks up and I'm unable to do anything but restart the PC. Through trial and error I've found that the culprit is Malwarebytes. If I let it start automatically with windows the lock up will occir while I never experience a problem without this.

I've read other posts regarding the problem and have tried the solutions there, e.g. scanning the PC with Malwarebytes and Norton, using the cleaning tool, restarting and reinstalling but the problem persists.

Is there anything I could do?

I own a registered version of Malwarebytes.

\Skodkim

[daledoc1]

Hello and welcome, skodkim:

That lockup behavior is certainly not normal.

Since you have already tried a clean reinstall of MBAM and that didn't resolve the issue for you, the staff will need a bit more info in order to advise you.

Please follow the instructions below and post back with the following logs as attachments to your next reply:

• Checkresults.txt from mbam-check
  
• A couple of protection logs, if you have them
  
• DDS.txt from DDS
  
• Attach.txt from DDS
  

These will provide the MBAM staff with a bit of information that will permit them to pinpoint the cause and the solution for you.

Thanks!

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.
  

[Skodkim]

Ok, I don't have any scan logs since I just removed Malwarebytes the other day (will create one or two if necessary) but here are the other three files.

Hope it helps!

\Skodkim

attach.txt

CheckResults.txt

dds.txt

[sten2]

I have the same problem as you have with Windows freezing at startup when having Malwarebytes installed. I also have Win7 X64 Home Ed and i have Malwarebytes Pro. I have to go to failsafe mode and unistall Malwarebytes in order to have Windows work properly. It all started after the upgrade to the current version of Malwarebytes 1.65.1.1000. I have this issue for over a month now, and the issue has not been solved yet. I can´t give any more advice to you than to contact custom support. They want you to provide them with logs on you system ( DDS scanner) that they are going to send to you,and then you send it back to them as attached files.

[daledoc1]

Hi, sten2:

Skodkim has already run the requested scans & awaits expert assistance from the MBAM staff.

Even though it might sound like the "same" issue, each computer is unique

So, each computer requires customized analysis and troubleshooting to fix any problem.

It becomes very confusing for the MBAM staff to try to help more than 1 person in a given thread.

So, if you are having a similar problem, please start your own, separate topic, including the requested logs.

Alternatively, both you and skodkim may open a ticket at the helpdesk.

They can be reached >>HERE<<.

Please reference this topic in your support request:

http://forums.malwarebytes.org/index.php?showtopic=118689

Thanks very much for your patience and understanding,

daledoc1

PS FWIW MBAM PRO runs just fine under Win7/64. I've run it on my systems for nearly 3 years.

[sten2]

I have a ticket and are having a dialog with the support. Every computer is uniqe like you said, however i just wanted to raise the point that Skodkim is not the only user having this freezing problem,and it all began after the update to version 1.65.1.1000. Before that Malwarebytes worked flawless. Wish you good luck and that the issue will be alright for you,Skodkim!

[Skodkim]

Ok, and how long is it going to be before I get any assistance?

\Skodkim

[daledoc1]

Hello, Skodkim:

Oh, dear!

It appears that your reply with the logs might have been inadvertently missed by the MBAM staff/experts.

(Alas, I am not qualified to advise you about the logs.)

I've sent a PM to the forum Admin, asking for assistance for you here in this topic.

If you prefer, you may wish to open a ticket directly at the helpdesk.

They can be reached >>HERE<<.

Please reference this topic in your request:

http://forums.malwarebytes.org/index.php?showtopic=118689

I'm very sorry for the delay.

Thanks for your patience and undersstanding.

daledoc1

[AdvancedSetup]

Please start your Norton Internet Security and check for program updates. I believe that your antivirus should be Norton Internet Security (2013)

Then try the following exclusions setting in Norton and Malwarebytes

Show Hidden Files and Folders in Windows Vista and Windows 7:

• Click on the Start button and select Computer
  
• Press the Alt key on your keyboard and click on Tools
  
• Select Folder Options
  
• Click the View tab and make sure that Show hidden files and folders is selected under Hidden files and folders
  
• Next, uncheck the box next to Hide protected operating system files (Recommended)
  
• Then, uncheck the box next to Hide extensions for known filetypes
  
• Click Apply then click OK
  

Set Exclusions for Malwarebytes' Anti-Malware in Norton Internet Security 2011 on 64 bit Windows Versions:

1. Open Norton Internet Security and click on Settings at the top
   
2. Click on Computer Settings
   
3. Click Configure [+] to the right of Items to Exclude from Auto-Protect and SONAR
   
4. Click Add
   
5. Make sure that Include subfolders is checked in the small Add Item window
   
6. Click the small folder icon to the right of the blank white space
   
7. In the Browse for Folder window that opens, navigate to C:\Program Files (x86)
   
8. Click once on Malwarebytes' Anti-Malware to highlight it and click on OK
   
9. Click OK and verify that in the box under The following items are ignored by both Auto-Protect and SONAR: it says C:\Program Files (x86)\Malwarebytes' Anti-Malware
   
10. Repeat steps 4-9 for the following files and folders:
    
    • C:\Documents and Settings\All Users\Application Data\Malwarebytes Note: On Vista and 7 this will be C:\ProgramData\Malwarebytes
      
    • C:\Windows\System32\drivers\mbam.sys
      

[*]Once you have all of those items in your list, click on Apply then click on OK to close that window and then click Apply and OK to close the Settings window

[*]Close the Norton Internet Security window

Reset Hidden Files and Folders in Windows Vista and Windows 7:

• Click on the Start button and select Computer
  
• Press the Alt key on your keyboard and click on Tools
  
• Select Folder Options
  
• Click the View tab and make sure that Do not show hidden files and folders is selected under Hidden files and folders
  
• Next, check the box next to Hide protected operating system files (Recommended)
  
• Then, check the box next to Hide extensions for known filetypes
  
• Click Apply then click OK
  

Set Exclusions for Norton Internet Security in Malwarebytes' Anti-Malware:

• Open Malwarebytes' Anti-Malware and click on the Ignore List tab
  
• Click the Add button on the lower left
  
• In the small browse window that opens, navigate to C:\Program Files and click once on Norton Internet Security and click OK
  
• Close Malwarebytes' Anti-Malware
  

[Skodkim]

Just followed you steps (only change was that the path C:\Documents and Settings\All Users\Application Data\Malwarebytes was actually C:\Documents and Settings\All Users\Malwarebytes) and based on two test restarts it seems to work.

Thanks!

\Skodkim

[AdvancedSetup]

Great, glad that worked out for you. I'll go ahead and close your topic here now but if you do need further help go ahead and start a new topic.

Thanks

[Skodkim]

Unfortunately this has started again. I can't start windows properly if Malwarebytes starts with windows.

As mentioned above IU've followed the steps that you gave and it worked for some days. I've checked that the settings are still active in both Malwarebytes and Norton and they are.

\Skodkim

[AdvancedSetup]

@Skodkim

Please go ahead and open a ticket on the Help Desk and ask for me and also list this topic and I'll help you take a look at this further.

http://forums.malwarebytes.org/index.php?showtopic=118689

I'll go ahead and close this topic again and help you on the Help Desk.

Thanks

[AdvancedSetup]

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.