Boot Issues with MBAM

[myisland]

My Windows XP (32bit) system would not complete bootup due to mbamservice freezing up. Finally had to boot in safe mode and used msconfig to inactivate it. The software test department at Malwarebytes needs to seriously test new builds on Windows XP (32bit).  Please fix this issue and let me know when it is fixed.   I curently have buggy version 2.1.8.1057

[TwinHeadedEagle]

Hello,

MalwareBytes team created hotfix for this issues. Instructions to apply it is on the link below:

https://support.malwarebytes.org/customer/portal/articles/2063875-what-should-i-do-if-malwarebytes-anti-malware-failed-to-initialize-properly-?b_id=6438

[daledoc1]

Hello, @myisland:
 
The Malwarebytes staff is investigating reports similar to yours.
 
It would be most helpful if you could please provide a bit of system information.
Please read the following and attach to your next reply the 3 requested logs - Diagnostic Logs (the 3 logs are: FRST.txt, Addition.txt and CheckResults.txt)

 

Thank you,

[myisland]

I'm not running Malwarebytes until there is a fix but I ran those diagnostics which created two files   FRST.txt   and   Addition.txt.       If I attach them who will see them?

[daledoc1]

Hi, @myisland:

 

The FRST logs include basic information and are posted here and at many other computer help fora (such as bleepingcomputer.com and others) 100s of times every day.

It is quite safe.

 

But, if you are not comfortable posting them in the forum, then you might wish instead to log a support ticket at the Help Desk for one-on-one help via email.

To do so, please complete the web form HERE.

A staff member will reply via email and will help to resolve your issue.

 

Thanks again,

[myisland]

Is FRST log the only one you need?

FRST.txt

[daledoc1]

FRST.txt and Addition.txt, please.

 

ALSO, there is no need to run MBAM in order to run mbam-check.

If MBAM is still installed, it would help us to see the CheckResults.txt log from mbam-check, as mentioned in the Diagnostic Logs sticky.

 

Thanks,

[myisland]

I logged a support ticket at the Help Desk for one-on-one help via email. 

 

"We have received your request and an agent will respond to your ticket in the order in which it was received.

Please note we are currently experiencing higher than normal volume due to our 2.1.8 release."

 

If they are prompt then I will not have to look for an alternative.

[myisland]

 

Thanks for helping daledoc1.   ....... You have over 19K posts - they should be paying you!

 

I'm waiting on the support ticket to inform me if that fix is appropriate to my circumstances. They have my log files.

 

Mine is a well maintained computer, been building them for over 20 years and have an A+ Cert.

I have several PCs:  XP, Win7, Win8.1 and I can say unequivocally that my XP system is the fastest and most responsive of the lot. When it won't boot due to Malwarebytes bugs it really aggravates me.

It's my daily driver as they say on the car forums.

[daledoc1]

Thanks for your kind words, @myisland:

 

For the record, I think there might be some confusion?

 

Staff will correct me if I am wrong, but....

 

>>The "hotfix" posted on July 20 was to fix a *different* problem installing program version 2.1.8 on *some* single-core CPU systems running XP.

Users with that issue experienced a specific error code when they attempted to upgrade to the program version 2.1.8.

The hotfix replaces certain MBAM dll files to resolve that issue.

If you do not have an older, single core CPU, then the hotfix likely is not necessary.

This is further substantiated by the fact that you were already running 2.1.8 for several days, without the error code seen by the affected users.

 

>>The "freezing" problem you reported was a different issue and was the result of a database released a couple of days ago.

It affected some (but not all) XP and Vista users.

It was fixed yesterday.

 

So, if you are already on a database at LEAST 2015.07.26.06 (or later), then your freezing problem ought to be fixed.

If you have not yet updated your database, then updating to the current database should fix it. 

That would take a few seconds and you would be done.

If updating the database does NOT fix it, OR if you cannot update the database (for some reason), then there is something else going on with your system.  Without diagnostic logs, however, it's impossible to say.

 

In that case, the next step would be a clean reinstall, as explained here: MBAM Clean Removal Process 2x.

Doing so resolved the freezing problem for several users.

If THAT doesn't resolve the problem, then further work would be needed, starting with a fresh set of diagnostic logs.

 

Bottom line: simply updating your database (from Windows safe mode with networking, if needed) ought to fix the problem, unless there is something else going on with the system.

 

But if you want to wait for your support team member to assist you via email, that's certainly up to you.

Please be sure to give your helper the link to this forum thread, so that they can get up to speed quickly:

https://forums.malwarebytes.org/index.php?/topic/170949-boot-issues-with-mbam/

Take care and good luck,

 

 

 

[AdvancedSetup]

If you're all set now that's great. If not please either contact the Helpdesk as daledoc1 said or if you like we can review it here on the forums under the malware removal forum just let me know.

 

Thanks