Jump to content

Computer and program freezing up after installing Malwarebytes business

Recommended Posts

Im an IT company servicing a customers network.  They have had problems getting put on blacklist with their email accounts sporatically. I had the owner purchase one copy of malwarebytes full version for one computer running windows 7 a little over a year ago because of malware infection problems and it has work just fine.  So, I convinced him to purchase Malwarebytes for 11 other computes.  All the windows 7 computers have had no problems and I have 2 XP computers so far having no problems.  However, I do have issues on computers running XP.  They have a dos program that they run from a shortcut that is located in a folder on the server.  The folder is mapped to their computers and a shortcut to the exe file is copied to their computer.  When this program is initiated it freezes the computer and the only way to get access back is to turn it off or wait a very long time and it finally comes up. During this time you cannot do anything on the computer.  If I uninstalled Malwarebytes I had no problems starting the program.  So, I reinstalled Malwarebytes and found the folders associated with this program and put it in the ignore list. These folders are located on mapped drives so I added these drives to the ignore list.  Seemed to have resolve the issue.  However I returned a week later and they had to stop Malwarebytes on these 5 computes because of the same issue.  I also had to add the trendmicro folders to the ignore list because it was stopping its realtime scan also.  That seems to be ok.  All computers have TrendMicro program version 16.2.7516.  Im not sure what else to add to the ignore list or if there is something else that can be done.  I added Malwarebytes because the customer is having issue with their email accounts being put on blacklist and thought this might help resolve some of that.  Have never had any issue with the free version or the version we purchased for the aboved mentioned computer and it has help it tremendously.  Please help. Attached are some files I ran after looking at some similar issues on here.




Link to post
Share on other sites

Hi mrlogston.


This sounds like an issue regarding mapped drives.  Since the file resides on a network drive, which Malwarebytes cannot normally scan, it may be having issues trying to evaluate the file once it is loaded into memory.


To confirm this I would need a Process Monitor log of the behavior.  If you would like to do this please follow these instructions:


Create a new folder on your desktop called Logs
Please download Process Monitor from here and save it to your desktop
Double-click on Procmon.exe to run it
In Process Monitor, click on File at the top and select Backing Files...
Click the circle to the left of “Use file named”: and click the” ... “button
Browse to the Logs folder you just created and type MBAM Log in the File name: box and click Save
Exit Process Monitor and open it again so that it starts creating the logs
Now replicate the steps to recreate the issue.
Close Process Monitor
Right-click on the Logs folder on your desktop and hover your mouse over Send To and select Compressed (zipped) Folder
These logs will likely be too large to attach here.  Please PM me your e-mail so I can invite you to a Box folder to upload it.
Link to post
Share on other sites

  • 4 weeks later...

I ran the Process Monitor and sent you a PM with my email.  FYI when the TMS program is started on this computer I had to leave and come back because it was taking well over 20 min for the computer to unfreeze and the program to come up.  The mouse is the only thing you can move during this time.  To stop it you have to shut the computer off.  That corrupts the Process Monitor file if I do that.  Sorry for the file being so large. its 1.4 gb

Link to post
Share on other sites

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now
  • Recently Browsing   0 members

    • No registered users viewing this page.
Back to top
  • Create New...

Important Information

This site uses cookies - We have placed cookies on your device to help make this website better. You can adjust your cookie settings, otherwise we'll assume you're okay to continue.