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Windows Locks Up while Malwarebytes Pro is Running Actively


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Windows Explorer and keyboard commands (Windows Key, Ctrl+Alt+Del) do not respond around the Welcome screen or shortly after. This only happens when Malwarebytes is actively protecting the system and the services are set to startup on boot. The Caps Lock and Numlock key still responds, and the cursor responds to the touchpad.

The computer has passed hardware diagnostics. Windows is also running with Norton Anti-Virus. We've disabled everything else in the startup group, and Windows still stops responding to commands.

Norton, Malwarebytes, and the Kaspersky Rescue Disk scans come up clean. A Combofix scan removed a Shop-at-Home toolbar. We've completely uninstalled Norton Anti-Virus and Malwarebytes, running the cleanup/removal tools for both, and reinstalled Malwarebytes. We've performed an in-place upgrade of Windows. We've performed a system restore to a date before the problem started. The computer still stops responding to commands around the Welcome screen.

 

The computer is running Windows Vista SP2.

 

Thanks,

-Justin

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  • Root Admin

Hello Justin

Please do the following but for now do not enable the Trial or Activate the program. Simply allow it to be installed without the protection modules running. Then let me know if you're still having an issue or not and we'll go from there.

MBAM Clean Removal Process

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  • Root Admin

Great. Okay, please make sure you fully disable your antivirus and then run the following scanner and post back both logs.
When done make sure you re-enable your antivirus.


Please run the following scanner and send back the logs.

Download DDS from one of the locations below and save 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 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.
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:
    • DDS.txt
    • Attach.txt
  • Save both reports to your desktop
  • Please include the following logs in your next reply as an attachment: DDS.txt and Attach.txt
  • You can ignore the note about zipping the Attach.txt file and just post it or attach it.
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  • Root Admin

Okay well in order to do some deeper scans we'll need to go into the other forum for malware removal as we don't allow those type of scans and tools to be ran in this forum.

 

Please post a new topic here and let me know when you're ready with a link to the post and I'll continue to work with you there.

 

 

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