Latest update seems to be broken

[rfreytag]

Hey,

so I've used MBAM for a while now without any issues, but today a new update came which had to be installed via the install shield.

Since this update has been installed, apparently the mbam service constantly crashes and so badly that my PC becomes mostly unresponsive. Mouse still works, some windows still respond with extended delays but I have to reset my PC in order to get it working again. Even taskmanager can't be opened and ctrl+alt+del doesn't do anything, just displays an error after a while.

Anyway, this is what I get in the event manager under "system":

Protokollname: System
Quelle:        Service Control Manager
Datum:         15.12.2017 21:43:32
Ereignis-ID:   7031
Aufgabenkategorie:Keine
Ebene:         Fehler
Schlüsselwörter:Klassisch
Benutzer:      Nicht zutreffend
Computer:      pfannkuchen-PC
Beschreibung:
Der Dienst "Malwarebytes Service" wurde unerwartet beendet. Dies ist bereits 3 Mal vorgekommen. Folgende Korrekturmaßnahmen werden in 5000 Millisekunden durchgeführt: Neustart des Diensts.
Ereignis-XML:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
  <System>
    <Provider Name="Service Control Manager" Guid="{555908d1-a6d7-4695-8e1e-26931d2012f4}" EventSourceName="Service Control Manager" />
    <EventID Qualifiers="49152">7031</EventID>
    <Version>0</Version>
    <Level>2</Level>
    <Task>0</Task>
    <Opcode>0</Opcode>
    <Keywords>0x8080000000000000</Keywords>
    <TimeCreated SystemTime="2017-12-15T20:43:32.769505000Z" />
    <EventRecordID>474208</EventRecordID>
    <Correlation />
    <Execution ProcessID="624" ThreadID="5640" />
    <Channel>System</Channel>
    <Computer>pfannkuchen-PC</Computer>
    <Security />
  </System>
  <EventData>
    <Data Name="param1">Malwarebytes Service</Data>
    <Data Name="param2">3</Data>
    <Data Name="param3">5000</Data>
    <Data Name="param4">1</Data>
    <Data Name="param5">Neustart des Diensts</Data>
  </EventData>
</Event>

If I let it run a while it'll count the counter(Dies ist bereits...) up pretty much infinitely.

Under the catagory "applications" I get:

Protokollname: Application
Quelle:        Application Error
Datum:         15.12.2017 21:43:48
Ereignis-ID:   1000
Aufgabenkategorie:(100)
Ebene:         Fehler
Schlüsselwörter:Klassisch
Benutzer:      Nicht zutreffend
Computer:      pfannkuchen-PC
Beschreibung:
Name der fehlerhaften Anwendung: mbamservice.exe, Version: 3.1.0.595, Zeitstempel: 0x59f745cb
Name des fehlerhaften Moduls: MwacLib.dll, Version: 3.0.0.289, Zeitstempel: 0x5a1c433c
Ausnahmecode: 0xc0000005
Fehleroffset: 0x0000000000017f39
ID des fehlerhaften Prozesses: 0xbf0
Startzeit der fehlerhaften Anwendung: 0x01d375e5621a74b8
Pfad der fehlerhaften Anwendung: C:\Program Files\Malwarebytes\Anti-Malware\mbamservice.exe
Pfad des fehlerhaften Moduls: C:\PROGRAM FILES\MALWAREBYTES\ANTI-MALWARE\MwacLib.dll
Berichtskennung: a5ef8906-e1d8-11e7-9200-10c37b6cd287
Ereignis-XML:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
  <System>
    <Provider Name="Application Error" />
    <EventID Qualifiers="0">1000</EventID>
    <Level>2</Level>
    <Task>100</Task>
    <Keywords>0x80000000000000</Keywords>
    <TimeCreated SystemTime="2017-12-15T20:43:48.000000000Z" />
    <EventRecordID>68380</EventRecordID>
    <Channel>Application</Channel>
    <Computer>pfannkuchen-PC</Computer>
    <Security />
  </System>
  <EventData>
    <Data>mbamservice.exe</Data>
    <Data>3.1.0.595</Data>
    <Data>59f745cb</Data>
    <Data>MwacLib.dll</Data>
    <Data>3.0.0.289</Data>
    <Data>5a1c433c</Data>
    <Data>c0000005</Data>
    <Data>0000000000017f39</Data>
    <Data>bf0</Data>
    <Data>01d375e5621a74b8</Data>
    <Data>C:\Program Files\Malwarebytes\Anti-Malware\mbamservice.exe</Data>
    <Data>C:\PROGRAM FILES\MALWAREBYTES\ANTI-MALWARE\MwacLib.dll</Data>
    <Data>a5ef8906-e1d8-11e7-9200-10c37b6cd287</Data>
  </EventData>
</Event>

 

I'm using Windows 7 x64 Pro.

Edited December 15, 2017 by rfreytag
added information

[Porthos]

10 minutes ago, rfreytag said:

I'm using Windows 7 x64 Pro.

Let's try and get some logs first so the team can review them and see if they can tell what may be causing your issues....

1. FIRST: Create and obtain Farbar Recovery Scan Tool (FRST) logs
2. Download FRST and save it to your desktop. Tell any program that blocks it to ignore or allow. It IS SAFE. It contains no info that can identify or harm you.
3. NOTE: You need to run the version compatible with your system. You can check here if you're not sure if your computer is 32-bit or 64-bit
4. Double-click to run FRST and when the tool opens click "Yes" to the disclaimer
5. Press the "Scan" button
6. This will produce two files in the same location (directory) as FRST: FRST.txt and Addition.txt
   NOTE: These two files will be collected by the MB-Check Tool and added to the zip file for you
7. NEXT: Create and obtain an mb-check log
8. Download MB-Check and save to your desktop
9. Double-click to run MB-Check and within a few second the command window will open, then click "OK"
10. This will produce one log file on your desktop: mb-check-results.zip
11. Attach this file to your forum post by clicking on the "Drag files here to attach, or choose files..." or simply drag the file to the attachment area

[rfreytag]

done

mb-check-results.zip

[Porthos]

12 minutes ago, rfreytag said:

done

We need to get a staff member to explain the below.

Quote

"licenseState" : "licenseGrace"

@dcollins@nikhils @vbarytskyy

[rfreytag]

I had a license before which ran out a couple weeks ago and unfortunately I currently don't have the money to renew. That' shouldn't be a reason to make my PC unresponsive though.

Edited December 16, 2017 by rfreytag

[Porthos]

4 hours ago, rfreytag said:

had a license before which ran out a couple weeks ago and unfortunately I currently don't have the money to renew.

Let us get a clean install of the current version. 3.3.1

 

We have another tool called MB-Clean which will automate the whole process for you.

 Tool can be found at https://downloads.malwarebytes.com/file/mb_clean

 

1. After downloading the tool run the tool.

2. The tool will automatically clean up the older possibly damaged installation and will ask you for a restart.

3. Restart your system and then the MB-Clean tool will prompt you to re-install the latest product .

4. Click on "Yes" to reinstall MB 3.×.

5. Now you will have the latest product installed. If it does not offer the new install after the reboot you can download and install from here. 

https://downloads.malwarebytes.org/file/mb3

 Please let me know if you are still seeing issues after the latest product install.

[dcollins]

^ that's the best thing to try first. It looks like your Web Protection may not have upgraded properly for some reason.

On another note, is your username actually <username> or did you change that in the log files?

[rfreytag]

that seems to have actually worked. Didn't even think about reinstalling since the update already had to be installed with an install shield.

 

No, that's not my actual username, I changed it.

[Porthos]

19 minutes ago, rfreytag said:

No, that's not my actual username, I changed it.

Glad it is working. Just to note when you post logs do not edit them, The actual correct path needs to be correct when you are given some of the fixes.