Multiple MBAM 3 problems

[DavidInNH]

I have been having many problems with MBAM 3.1.2.  I'm running on Windows 7 Professional.

1) Install MBAM on clean system, run suggested scan which reports no problems.

2) Reboot system and MBAM comes up in the system tray. Can run scans, check for updates, etc. All is okay.

3) Reboot again and tray application does not appear in system tray. Attempting to start MBAM shows hourglass cursor for a fraction of a second but nothing appears to be happening. Task Manager shows both mbam.exe and mbamtray.exe as running processes.

4) Attempting to kill those processes fails with message indicating it could not be accessed.

5) Attempting to uninstall (using Control Panel, Programs&Features) hangs (I've waited up to 15 minutes without any conclusion.)

6) Rebooting and trying to uninstall using mb_clean program also hangs without completion.

7) Booting in Windows Safe Mode allows mb_clean to uninstall the program.

8) Re-install in Windows Safe Mode (now a clean install) works fine. Allow program to do scan while still in safe mode works okay.

9) Reboot into Windows (regular mode) and tray application runs and scans can be done.

10) After next reboot, same problem as in step 3) above.

The files mb-check-results.zip, Addition.txt and First.txt were captured when MBAM was successfully running (i.e., before rebooting).

I will now shut down my system, expect that MBAM will not properly start and I will send AFTER-FAILURE versions of those files.

 

mb-check-results.zip

Addition.txt

FRST.txt

[DavidInNH]

After rebooting, MBAM isn't running. (as in Step 3 above). Here are the log files produced at this time.

 

Addition.txt

FRST.txt

mb-check-results.zip

[dcollins]

Can you please try the following:

1. On reboot, make sure the tray icon doesn't show up
2. Open Task Manager by pressing Ctrl + Shift + Esc
3. Go to the Processes tab at the top
4. Find mbamtray.exe
5. Right click mbamtray.exe and choose Create Dump File
6. This will create a file named mbamtray.dmp which should be located in %temp%
7. Please right click this file and choose Send to -> Compressed (Zipped) folder
8. Upload the zip file in a reply, or use wetransfer.com to send the file to dcollins@malwarebytes.com

[DavidInNH]

Here's the dump file after rebooting. Tray Icon did not appear.

mbamtray.zip

[dcollins]

Thanks for this. If you boot to Safe Mode and open Malwarebytes, can you navigate to Settings -> Protection and turn off self-protection. Then reboot back to normal mode and see if the issue still occurs

[DavidInNH]

Turning off self-protection does in fact allow everything to run properly after rebooting. Seems that was getting in the way of tray software completing startup but I'm concerned that disabling self-protection opens up some holes for exploits. Better than not being able to run of course.

Thanks for your assistance.

[dcollins]

Yep. We are tracking this issue internally while we look for a fix. Thanks for confirming