Malwarebytes Anti-Malware Premium Causes PC Slow Reboot

[Georgedn]

I've been using Malwarebytes Anti-Malware free edition for several years with no problem.  Today, in response to the Facebook offer of a lifetime license of the new Premium version I purchased, downloaded and installed this new version.  However, I did not uninstall the previously installed free version.  The Premium version updated and a scan was run with no errors found.  Later, I put the PC to sleep.  Upon waking the PC it was slow to respond and the wireless connection would not connect.  After several tries at powering off and restarting I restarted in safe mode and successfully uninstalled the Premium software.  Successfully rebooted and was able to operate PC as usual.  Installed Premium edition again and put computer to sleep.  Upon waking it would not completely restart.  Again rebooted to safe mode, uninstalled and rebooted.  PC operates normally again.

 

Malwarebytes Premium seems to be completely uninstalled with this exception:  c:/program data/malwarebytes/malwarebytes anti-ware/configuration, logs and quartine folders. 

 

I am running Windows 7 Home Premium Service Pack 1 and use Firefox v28.0.

 

I am a bit disillusioned with the occurrence of this issue.  If there is no resolution without jumping through all kinds of hoops then please refund the $25 I paid for this version and I'll return to the free version that has worked fine for me for years.

[AdvancedSetup]

Hello

Please run the following clean removal procedure and let us know if that corrects the issue or not.

MBAM Clean Removal Process


If not then we'll need to get some logs to see what's going on with your computer.

Please 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 do not copy and paste the entire contents of the log into your next post, instead please attach the log CheckResults.txt file which should now be located on your desktop to your next post

Next, Please download Farbar Recovery Scan Tool and save it to your desktop.

Note: You need to run the version compatible with your system.
You can check here if you're not sure if your computer is 32-bit or 64-bit

• Double-click to run it. When the tool opens click Yes to disclaimer.
• Press Scan button.
• It will make a log (FRST.txt) in the same directory the tool is run. Please copy and paste it to your reply.
• The first time the tool is run, it also makes another log (Addition.txt). Please copy and paste it to your reply as well.

 

 

Thanks

[Georgedn]

Thanks for your quick reply.  I have performed the following actions: 1)  Ran the MBAM Clean Removal Process.  Reinstalled the Premium software and the same condition existed as initially reported.  2)   Booted in safe mode and uninstalled Premium and ran the MBAM Clean Removal Process.  3)  Downloaded and ran the mbam-check.exe.  See the attached CheckResults.txt file.  4)  Downloaded and ran the 64 bit version of the Farbar Recovery Scan Tool.  See the attached FRST.txt file and the attached Addition.exe file. 

 

I neglected to tell you that I am running AVG Internet Security 2014.

 

I am quite sure I ran everything as you requested.  I shall await your reply and further instructions.

 

CheckResults.txt

FRST.txt

Addition.txt

[malicide]

Hello Georgedn,

 

 I noticed you have My Lockbox installed. Are you using this currently to encrypt a folder?

[Georgedn]

Yes, I keep several folders/files in Lockbox under password protection.

[malicide]

Could you please try to either:

1) Unlocking those files/folders with MBAM's realtime protection on and restarting your computer.

or

2) Disabling MBAM's realtime protection and restarting your computer.

 

Please let me know if this helps.

[Georgedn]

1)  I unlocked My Lockbox, installed MBAM Premium and activated it with realtime protection on.  Restarted the computer but reboot would not proceed beyond screen where user selects account to log on to.  Powered down, restarted in safe mode, uninstalled MBAM and restarted in normal mode.

 

2)  Installed MBAM Premium, disabled realtime protection unlocked My Lockbox and restarted PC.  PC rebooted to desktop but did not entirely reload and did not respond.  Powered down, restarted in safe mode, uninstalled MBAM and restarted in normal mode.

 

The bottom line is neither fix worked.

 

Thanks

[Georgedn]

Can it be confirmed that there definitely is a conflict betweem My Lockbox and MBAM Premium ?  I have read another thread (https://forums.malwarebytes.org/index.php?showtopic=145959) that also discusses a potential conflict between My Lockbox and MBAM Premium.  I've been reluctant to part with My Lockbox but I just discovered that I can password protect individual documents I have created in Libre Office.  I'm not saying I am ready to dump My Lockbox but I am contemplating doing so if another resolution is not possible.

[John L. Galt]

That is what malicide is trying to determine.  He is actual MBAM staff, and thus his questions are pertinent to your exact situation in determining where the issue lies.

 

Please wait just a little longer, I'm sure he or another staff member should be by with either more questions, tests, or a determination of the problem.

[Georgedn]

I appreciate the help that MBAM is providing.  I would prefer to keep My Lockbox and I definitely want to keep Malwarebytes.  I've been using the free version for several years and it is invaluable.  I'm very comfortable waiting a longer.

 

Thanks

[John L. Galt]

You're very welcome

[malicide]

Can it be confirmed that there definitely is a conflict betweem My Lockbox and MBAM Premium ?  I have read another thread (https://forums.malwarebytes.org/index.php?showtopic=145959) that also discusses a potential conflict between My Lockbox and MBAM Premium.  I've been reluctant to part with My Lockbox but I just discovered that I can password protect individual documents I have created in Libre Office.  I'm not saying I am ready to dump My Lockbox but I am contemplating doing so if another resolution is not possible.

 

I have seen compatibility issues between older versions of My Lockbox and MBAM Premium. The most current version of My Lockbox is 3.1.6.537. You can verify and update the version you are currently using by opening My Lockbox Control Panel. On the bottom left of the My Lockbox control panel is an "advanced" button. Click on the, "advanced" button. The default tab displayed should be the about tab, which displays version number and the update button. Using the update button should download the most current My Lockbox installer.

Note: When installing the older version I noticed PUP's(Potentially Unwanted Program) were included in the default, or "standard" installation. If the newer installer prompts you, I would always do a custom installation to verify what and where it is installing.

 

If updating doesn't work, or you do not want to install the newer version of My Lockbox. You can also try, the "Delay Protection at startup for x seconds" option in advanced settings. Steps for doing so provided in the attached .PNG. After completing these steps, restart your system.

 

Please let me know if these options work for you.

[Georgedn]

Thanks for the reply.  I updated My Lockbox to the most current version and installed MBAM.  Upon restart no change was noticed.  PC rebooted the same as it did in my initial post.  I then went to MBAM advanced settings and checked the "Delay at Startup" for 180 seconds and the PC rebooted to the desktop but did not fully start.  Most concerning was that AVG Internet Security did not start and I was unable to open Task Manager to look any further.

 

I await any further help you can provide.

 

Thanks

[malicide]

Thanks for the reply.  I updated My Lockbox to the most current version and installed MBAM.  Upon restart no change was noticed.  PC rebooted the same as it did in my initial post.  I then went to MBAM advanced settings and checked the "Delay at Startup" for 180 seconds and the PC rebooted to the desktop but did not fully start.  Most concerning was that AVG Internet Security did not start and I was unable to open Task Manager to look any further.

 

I await any further help you can provide.

 

Thanks

 

Would you be comfortable uninstalling "My Lockbox", so we can narrow down that this is in fact causing the issue? 

[Georgedn]

I'll try uninstalling My Lockbox now and see what happens.  Barring any interruptions I should know soon.

[Georgedn]

I've uninstalled My Lockbox and reinstalled MBAM.  Short of running everything on my machine things seem to be running fine.  Lockbox certainly seems to be the culprit.  I would still like to have both Lockbox and MBAM but if there is no fix for my problem I'd rather have MBAM than Lockbox.  It's a no-brainer which is more important.  If you think you can come up with a fix that would be great.  Please let me know what the outlook is.

 

Thanks

[malicide]

Thank you for reporting this issue and for all the assistance Georgedn. I am not aware of any work around at this time. Our development team has been alerted to this issue, although it is uncertain if it is something on our side.