Windows Word Malfunction

[harrishattie]

windows word has stopped working properly on my computer, i can open word but when it comes to saving the work page the program stops functioning, starts spooling then has to be crashed to exit. windows suggest this is an issue caused between malwarebytes & windows word and a solution is available as per below:

 

Quote

 

Hello!

We are now sending out a new component package update:  1.0.262

Here's the list of items addressed:

• Fixed issue where “Updates not current” notification would display when PC wakes from sleep
• Fixed a compatibility issue between exploit protection and Office applications
• Fixed issue where Web Protection could fail to start in 3.3.1
• Fixed issue where mbamtray app would show in Alt+Tab list with Windows Classic theme
• Fixed issue where killing mbam or mbamtray from Task Manager would cause CPU to spike
• Numerous improvements for Chrome remediation and synching
• Added new Quick Tour for Premiums users
• Lots of other miscellaneous defect fixes

You can also grab this latest component package manually by clicking Install Application Updates in Settings > Application if you are running Malwarebytes 3.3.1.

 

---

 

Becky Dubrow
Director, Consumer Products & Strategy

 

 

Edited January 8, 2018 by vbarytskyy
Cleaned up for easier reading

[vbarytskyy]

Hello @harrishattie

Got a few things to try to get to the bottom of this--

1. Could you exit Malwarebytes completely and see if the issue still occurs. 
   1. Right-click Malwarebytes icon in the Taskbar
   2. Hit "Quit Malwarebytes"
   3. Confirm UAC Prompt (if one comes up)
   4. Test Word
2. If the test above shows that this is an issue with Malwarebytes, could you get us some logs?
   • Make sure to get FRST and MB-Check logs for us

Thank you!

[harrishattie]

Hi, thanks for the response.

I have uninstalled malwarebytes and word now functions perfectly, so it would seem that there is some dysfunction between word and malwarebytes.

What are the next steps please

 

Many thanks. 

 

[harrishattie]

Hi there, 

I am not sure what you mean by the below or how to access them?? Please advise.

• Make sure to get FRST and MB-Check logs for us

Thanks.

[vbarytskyy]

@harrishattie

When you reinstall Malwarebytes and replicate the problem with Word again, get the logs for us. 

I provided the link to a topic showing how to get logs. Look at the "Having a problem using Malwarebytes" topic that was linked in my reply above. 

[harrishattie]

Hi,

I cant re-install Malwarebytes 3 following the un-installation i just completed, can you send a link so i can re-install please. All the original links have gone.

In addition i tried to log into my account and it wouldnt let me, can you advise why this is please.

Thanks!

 

[Firefox]

Download the Latest MB3 v3.3.1.2183 CU 1.0.262 from ->>RIGHT HERE<<-

[harrishattie]

mb-check-results.zip

Hi,

Managed to re-install malwarebytes successfully.

See attached mb check results, i believe this should contain the frst as well, please confirm.

Advise next steps.

Thanks.

[harrishattie]

Hi,

FRST downloads attached as well, for good measure.

Thanks.

Addition.txt

FRST.txt

[Firefox]

38 minutes ago, Firefox said:

Download the Latest MB3 v3.3.1.2183 CU 1.0.262 from ->>RIGHT HERE<<-

Did you download from this link? You show to have installed a slightly older version (CU) on your install.

Malwarebytes Version information
==================================
   "controllers_version" : "1.0.236",
   "db_version" : "2018.01.08.05",
   "dbcls_pkg_version" : "1.0.3650",
   "installer_version" : "3.3.1",

Latest controller version is 1.0.262...

lets try a clean reinstall to see if that helps your situation... If it does not correct your issue, then re-run the tools and provide a fresh set of logs.

Let's try this first.... (Malwarebytes clean removal tool will backup your license information and then re-enter the license to the new install)

1. Please follow the steps in this pinned topic to uninstall your current version of MBAM and reinstall the latest build - Malwarebytes mb-clean tool (NOTE: After uninstalling with the mb-clean tool you will be asked to reboot. Once you reboot it will ask you if you want to re-install Malwarebytes, you can select YES (it will download the latest version) or you can download the latest version manually (currently v3.3.1.2183 CU 1.0.262) to re-install from HERE)
2. If that does not correct the issue, then please read the following and attach to your next reply the requested logs - Diagnostic Logs (after you run all the tools requested, all the logs will be combined into one log file named: mb-check-results.zip located on your Desktop (which will include the FRST logs inside the zip file))
3. NOTE: More info about the latest Malwarebytes 3.2.2 HERE; MB 3 User Guide ONLINE; MB 3 User Guide PDF; MB 3 FAQ: Malwarebytes 3.0 - Frequently Asked Questions
   

Please let us know how it goes.

Thank You,

Firefox