For DianaD

[DianaD]

I'm having the same problem. I also use Bitdefender 2016. I've read through this thread and I've tried doing a clean uninstall/reinstall of BOTH malwarebytes and bitdefender as was detailed earlier in this thread. My PC just crashed again. This has been going on for a couple of months. Any updates and/or help would be appreciated. Tell me what info I need to post and I'll do it.

Edited April 24, 2016 by DianaD

[Maurice Naggar]

Hi DianaD,

I have split off your post into this specific new thread.  This one is just for you.  While it may seem that all crash cases might look or seem to be the same, they very often are not.

In addition, BSOD  ( stop code aborts in Windows) are especially difficult to diagnose.

To help you further, I will need more specific information and diagnostic reports.

 

Your Windows version is ?

Was it an upgrade from  a prveious version ?

 

Would you please go to the Start button and then the RUN option.
type in

msinfo32

and tap Enter-key. This starts the Microsoft System Information tool.  Allow enough time for the applet to load and finish.

Look on first screen on the menu bar.
Select File > EXPORT ...
then provide a meaningful file name and save that.   Then also attach that files in a new reply so that I can see some other basic information about your hardware & operating system information.

 

I do need to see additional diagnostic information from this system.
Please read the following and in your next reply ATTACH the 3 requested report files - Diagnostic Logs
(the three files should be CheckResults.txt, FRST.txt and Addition.txt)

Please always attach reports, as we go along.

Thank You,

 

This thread topic is  for  DianaD only. If you are not DianaD  and have a similar problem, do NOT post here;  start your own topic

 

[DianaD]

Hi Maurice, ty for helping me!

I'm using Windows 10 64x, and it was an upgrade from the previous 8.1. 

 

The files you requested are attached. 

System Info.txt

FRST.txt

Addition.txt

CheckResults.txt

[Maurice Naggar]

Hi Diana,

I would recommend some trust setting adjustments for BitDefender and our program as well.
Generally speaking one needs to set BitDefender to trust the program components of our Malwarebytes  

In order for Malwarebytes Anti-Malware and Bitdefender  to work together instead of conflicting, you must configure both applications.  
 
How to configure *Bitdefender*  to exclude Malwarebytes files -
Step 1. Open *Bitdefender*
Step 2. Click on "Modules"  near the bottom of the window so that you see a white screen
Step 3. You should see a Protection tab with  white background

Step 4. click on the "Trusted applications" line in black, on the left side
Step 5. You should see a new window BitDefender Trusted Applications

Step 6. Click "Add" button (blue color)
Use the navigation tree to get to the C drive and its sub-folders

Step 7. Click on the + sign on the line Windows C drive

Step 8. Navigate to 'C:\Program Files (x86)\Malwarebytes Anti-Malware' , select desired folder and click "OK"

You will need to select each EXE file - one by one

C:\Program Files (x86)\Malwarebytes Anti-Malware\mbam.exe
C:\Program Files (x86)\Malwarebytes Anti-Malware\mbamdor.exe
C:\Program Files (x86)\Malwarebytes Anti-Malware\mbampt.exe
C:\Program Files (x86)\Malwarebytes Anti-Malware\mbamservice.exe
C:\Program Files (x86)\Malwarebytes Anti-Malware\mbamscheduler.exe

Step 9. Make sure that the option "Both" is checked and select "Add"

Step 10. Click "OK"
 
 
How to add your Bitdefender  folder to Malwarebytes "Malware Exclusions" list -
Step 1. Open the Malwarebytes application
Step 2. Click on "Settings"
Step 3. Click "Malware Exclusions" in the left column
Step 4. Click on "Add Folder"
Step 5. Navigate to 'C:\Program Files\Bitdefender\Bitdefender 2016'
Step 6. Click once on "C:\Program Files\Bitdefender\Bitdefender 2016" folder to highlight it
Step 7. Click on "Select Folder"

also do the same for the folder  C:\Program Files\Bitdefender Agent

Step 8. Close Malwarebytes
Step 9. Reboot your computer <--Very Important!

 

 

 

[DianaD]

ty for your reply,

I've done this after reading this on the other thread, but my PC is still sporadically crashing. Usually every other day. The last several times the crash was caused by mwac.sys.

[Maurice Naggar]

Which tool did you use that pointed to Mwac ?  I only go by the full memory dmp file.

Let me suggest to you the same options I suggest to another customer.

A) Try turning off all of the Web protections in BitDefender.   and then we can watch over the next day or two.

or

B) Turn off the malicious website protection in our program.

or

C) Help you to revert back to the 2015 release of BitDefender.

[DianaD]

I'm using the SupportAssist desktop app.

I would prefer to keep my BitDefender active. I guess we could try turning off the malicious website protection to see if that stops the crashes until the problem is fixed.

[Maurice Naggar]

Dianad,  One other thing I would suggest, since your system has a Killer e2200 Gigabit network card.  Check with the manufacturer's support website and double check to see that you have the latest released driver.

 

[Maurice Naggar]

Hi,

I am currently doing some of my own testing on one of my machines with a mix of BitDefender Total Security 2016 and Premium Malwarebytes Anti-Malware.
I think it may be worthwhile to give these following adjustments a try.  A quick and early special test looks promising.

Start the BitDefender Total Security program.  Look on the main screen. Down on the bottom, click the Modules line.

Next, look on the Protections tab.  Then click on the Antivirus line (setting).
At the top section, listed as On-Access scanning, yours should be set to NORMAL.   Please verify that.

Then, look down the screen to the block marked Active Threat Control.
click and set it to PERMISSIVE.

Then you can close the screen.

Then you may start Malwarebytes Anti-Malware.  and turn back on the Malicious Website protection.
Click Settings. Adavanced settings.   check the box "Enable Malicious website protection".

Click the Detection and protection button on the left.  Be sure the line for Malicious website protection is set to Enabled.

Then you can close the window.

Give this a try and let me know how it goes over the next 24 hours.
Thank you for your consideration and patience.

 

 

[DianaD]

ty for your response,

I follow your directions so lets cross our fingers this works. lol

[Maurice Naggar]

Yes, please let me know.   This has been working good on my system.

[Maurice Naggar]

Hi DianaD.    Can you kindly relay a status update on this ?

[Maurice Naggar]

Good morning.   How is the situation ?  How is it going ?

It has been nearly 4 days since we last had news from you.   That would tend to indicate that things are well.

[DianaD]

Hi Maurice,

I thought it was fixed since it's been days since mwac.sys crashed my PC, but today it happened again. My PC has suffered 3 more crashes since April 24, but they had all been caused by different drivers. Then today my PC crashed and according to Dell SupportAssist it was mwac.sys that caused it.

[Maurice Naggar]

Hi Diana,   Sorry to hear that.    

Click the Modules button on the main screen of BitDefender.
This takes you to the Protection tab.  Click the gear-icon for *Antivirus*.
You will have a new window with 3 tabs named across the top.  Click the one marked *Exclusions*
Next click the blue line marked *Excluded processes*

You ought to see about having the EXE files of Malwarebytes listed there and showing action of *Allow*.
Use the attached image as a guide.  You would need to ADD each EXE one at a time.     When done press Close.

For 64 bit versions of Windows:

C:\Program Files (x86)\Malwarebytes Anti-Malware\mbam.exe
C:\Program Files (x86)\Malwarebytes Anti-Malware\mbamdor.exe
C:\Program Files (x86)\Malwarebytes Anti-Malware\mbampt.exe
C:\Program Files (x86)\Malwarebytes Anti-Malware\mbamservice.exe
C:\Program Files (x86)\Malwarebytes Anti-Malware\mbamscheduler.exe

Once that is done, I would suggest that you Reboot the machine.

 

<

Reminder that it is important to know what program was being actively run at the point of crash.   The specific web browser   and what webpage was it on.

I tend to advise folks to tighten up the security settings in each web browser that is installed.  Drill thru the settings of the browser.

Have it delete cached content on exit.

Have it decline 3rd party cookies    ( if option is there ....most modern browsers do have that option but you have to manually turn it on.

Be sure the popup blocker is on.

The browser itself may not be the root source of the abort but just likely it would be some web site that was being browsed.

 

[DianaD]

Hi Maurice,

ty for your response

I can't tell you what webpage it was on. I usually have multiple webpages up, but at the time of the crash I wasn't at the computer. I do have cookies blocked and I also use AdBlock Plus.

I made the changes you suggested to my Bitdefender. Should I have the box "Exclusions for files" checked or unchecked? (it's currently unchecked)

[Maurice Naggar]

I did not do anything special on "Exclusions for files".  I would leave that as is.

[DianaD]

Hi Maurice,

I'm still experiencing crashes, but the good news it's bwcw10x64 that is causing it. lol

I came across this Malwarebytes topic (below) and was wondering if you think this could be my problem as well?

 

[Maurice Naggar]

As far as the Killer network card goes, my understanding is that you ought to make real sure you have the latest driver update released from the manufacturer.

[DianaD]

Hi Maurice,

 

I've tried uninstalling and reinstalling the Killer Network program maybe a week or two ago. More recently I downloaded the Killer Network Suit, but I still got crashes. 

 

[DianaD]

Hi Maurice,

My PC just crashed again. This time it was mwac.sys that crashed it according to Dell SupportAssist. It had been several days since mwac crashed my system, although my system has crashed due to other errors. 

[DianaD]

Hi Maurice,

 

My system just crashed again and mwac.sys was listed as the cause from Dell SupportAssist. 

I went to Advanced Settings and UNchecked "Enable Malware Protection when Malwarebytes Anti-Malware Starts". mwac.sys has been listed as the cause of 2 of 3 PC crashes today alone. I went ahead and uninstalled Killer Netword Suit and all of it's components.

[Maurice Naggar]

Turning off the malicious website protection is one option.

As far as what Dell Supportassist,  I still do not accept their conclusion as being conclusive.   I only go by what Windbg  ( Windows debugger) would show.

[DianaD]

Hi Maurice,

 

I turned off the malicious website protection. I haven't had another crash today *knocks on wood* so we'll see how it goes.

[DianaD]

Hi Maurice,

 

I haven't had another crash since deactivating the malicious website protection on Malwarebytes. As far as I can tell it seems that the competing virus protection of Malwarebytes and Bitdefender is what was crashing my pc.