Quitting Malwarebytes v3.1.2.1733 freezes up the entire PC

[NTP66]

I have had this very same issue with v3.1.2.1733 since the beginning, and no amount of cleaning and reinstalling has resolved it. If I attempt to quit Malwarebytes (right-click on the tray menu, choose 'Quit Malwarebytes' or turn off any of the protection modules via the tray menu or from within the app itself, my entire PC freezes, forcing me to do a hard reset; every. single. time. This is only an issue with v3.1.2.1733, as I have since reinstalled v3.0.6.1469, which is the last version that actually allows me to exit the program without crippling the OS. I've gotta say, I've been a customer forever, and these constant issues with v3.x have really soured me on the product. I'm running Windows 10 x64, build 1607.

Attached are the relevant log files.

Addition.txt

FRST.txt

mb-check-results.zip

[NTP66]

Anyone? As you can imagine, this is incredibly frustrating. I have to deal with protection failing to start up consistently because the alternative is not being able to disable protection [without freezing my PC] when needed.

[Porthos]

1 minute ago, NTP66 said:

Anyone? As you can imagine, this is incredibly frustrating. I have to deal with protection failing to start up consistently because the alternative is not being able to disable protection [without freezing my PC] when needed.

I will alert @dcollins to your issue. Sorry you were overlooked.

[dcollins]

When you try to quit from the system tray, do you get a UAC prompt asking for permission, or no?

[NTP66]

41 minutes ago, dcollins said:

When you try to quit from the system tray, do you get a UAC prompt asking for permission, or no?

UAC is disabled on my system, so I receive no prompts whatsoever. It just freezes up the second you disable protection or attempt to quit MB.

[NTP66]

I know you guys are getting bombarded right now with other issues, but any ideas here?

[dcollins]

Ok, let's try this:

1. Open up Malwarebytes 3 (3.1.2)
2. Under Settings -> Application, turn on the option for Event Log Data
3. Turn off protection so that the issue triggers
   • Of note, is there any specific protection that causes this, or is it all of them?
4. Run mb-check again and upload the new logs
5. Under Settings -> Application, turn off the option for Event Log Data

Edited May 23, 2017 by dcollins

[NTP66]

On 5/23/2017 at 10:52 AM, dcollins said:

Ok, let's try this:

1. Open up Malwarebytes 3 (3.1.2)
2. Under Settings -> Application, turn on the option for Event Log Data
3. Turn off protection so that the issue triggers
   • Of note, is there any specific protection that causes this, or is it all of them?
4. Run mb-check again and upload the new logs
5. Under Settings -> Application, turn off the option for Event Log Data

I enabled that setting, but quitting the app or attempting to turn off any of the protection modules (literally, any of them) freezes the PC up so much that nothing is ever getting to the event log. I have let it sit for upwards of 30 minutes before doing a hard reset to get into the OS.

[dcollins]

@NTP66 sorry, I left out a critical piece there at the end. After doing that, and then rebooting, please run mb-check again so we can get fresh logs. The events it logs are not in Event Viewer, but rather it turns on enhanced logging in our internal logger

[NTP66]

So, this just gets weirder. I started trying the latest version available (mb3-setup-consumer-3.1.2.1733-1.0.122-1.0.1976.exe), and over the past half hour and a dozen reboots, was only able to get the PC to freeze once, so it appears to be more random now. Mind you, absolutely nothing has been installed since my issues started. For clarity's sake, here's the process I've been following:

• Uninstall Malwarebytes 3.0.6.1469-10103
• Reboot
• Install Malwarebytes 3.1.2.1733-1.0.122-1.0.1976
• Reboot
• Right-click on tray icon and click on 'Quit Malwarebytes' or any of the protection modules (to disable them individually)
  • Alternatively, I can open the Malwarebytes GUI and disable the protection modules from within with the same result
• PC freezes right here, forcing me to do a hard reset

Attached is a zip file after that Event Viewer option was enabled, taken after the forced reboot caused by the freeze.

mb-check-results.zip

[dcollins]

Ok, the log was unfortunately not very helpful. Can you try disabling self-protection from MB3 -> Settings -> Protection, and then try disabling a protection module to see if the issue still occurs

[NTP66]

On 5/25/2017 at 10:44 AM, dcollins said:

Ok, the log was unfortunately not very helpful. Can you try disabling self-protection from MB3 -> Settings -> Protection, and then try disabling a protection module to see if the issue still occurs

Okay, I was able to disable the self-protection module (after about 5 attempts/freezes), so I'll give it some time to see if it works. I've unloaded MB twice successfully in between reboots, but like I said, it's almost a random occurrence. It was working fine the other day the entire time I was testing it, and this morning kept freezing on every attempt. Thank you for the assistance, and I'll report back if the issue returns.

[NTP66]

If MBAM is freezing up when trying to unload protection or quit the app, follow the instructions in post 11 on this thread to disable the Protection Module. So far, this has resolved my issue. That said, I would prefer to be able to use it in the future.

[dcollins]

Thanks @NTP66. Out of curiosity, do you have any crash dumps available in C:\Windows\minidump? If so, can you zip them up and either upload them here, or use wetransfer.com to send them to dcollins@malwarebytes.com?

This could help us solve the issue in the future, thanks!

[NTP66]

18 minutes ago, dcollins said:

Thanks @NTP66. Out of curiosity, do you have any crash dumps available in C:\Windows\minidump? If so, can you zip them up and either upload them here, or use wetransfer.com to send them to dcollins@malwarebytes.com?

This could help us solve the issue in the future, thanks!

Sorry, I've got nothing. When it freezes, it's basically locked up until I do a hard reset, so the dumps are never actually generated.

[trermitesrgood]

@NTP66

Thats the same thing that happen to me all froze up had to do i Hard reset... i know its the software when i shutdown the program and end off processes this doesn't happen.

I have no Mini-dump like the Staff  suggested..

Edited June 23, 2017 by trermitesrgood

[Firefox]

1 hour ago, trermitesrgood said:

@NTP66

Thats the same thing that happen to me all froze up had to do i Hard reset... i know its the software when i shutdown the program and end off processes this doesn't happen.

I have no Mini-dump like the Staff  suggested..

Please see my reply to your other topic here: