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Malwarebytes Tray Application has encountered a problem and needs to close.


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Malwaresbytes automatically upgraded me to Version 3.3.1.2183-1.0.262-1.0.3958 and now it will not load. I get two error messages:


Malwarebytes Tray Application has encountered a problem and needs to close.  We are sorry for the inconvenience. (this pops up sometimes)


and

Malwarebytes has encountered a problem and needs to close.  We are sorry for the inconvenience. (this pops up all the time)

Error signature

AppName: mbam.exe     AppVer: 3.0.0.1284     ModName: qt5core.dll
ModVer: 5.6.2.0     Offset: 001aa3b6

It had worked flawlessly previously. I am running XP SP3 32 bit with the POS 2009 registry hack. I did a clean uninstall and reinstall using mb-clean-3.1.0.1031, to no avail. Attached is the mb-clean-results log.

Any guidance would be greatly appreciated.

mb-clean-results.txt

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  • Staff

***This is an automated reply***

Hi,

Thanks for posting in the Malwarebytes 3 Help forum.

 

If you are having technical issues with our Windows product, please do the following: 

Spoiler

If you haven't done so already, please run these two tools and then attach the logs in your next reply:

NOTE: The tools and the information obtained is safe and not harmful to your privacy or your computer, please allow the programs to run if blocked by your system.

  • Farbar Recovery Scan Tool (FRST)
    1. Download FRST and save it to your desktop
      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
    2. Double-click to run FRST and when the tool opens click "Yes" to the disclaimer
    3. Press the "Scan" button
    4. This will produce two files in the same location (directory) as FRST: FRST.txt and Addition.txt
      • Leave the log files in the current location, they will be automatically collected by mb-check once you complete the next set of instructions
  • MB-Check
    1. Download MB-Check and save to your desktop
    2. Double-click to run MB-Check and within a few second the command window will open, press "Enter" to accept the EULA then click "OK" 
    3. This will produce one log file on your desktop: mb-check-results.zip
      • This file will include the FRST logs generated from the previous set of instructions
      • 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

One of our experts will be able to assist you shortly.

 

If you are having licensing issues, please do the following: 

Spoiler

For any of these issues:

  • Renewals
  • Refunds (including double billing)
  • Cancellations
  • Update Billing Info
  • Multiple Transactions
  • Consumer Purchases
  • Transaction Receipt

Please contact our support team at https://support.malwarebytes.com/community/consumer/pages/contact-us to get help

If you need help looking up your license details, please head here: https://support.malwarebytes.com/docs/DOC-1264 

 

Thanks in advance for your patience.

-The Malwarebytes Forum Team

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Hi Devin,

They are attached. The reason I mentioned the POS 2009 registry hack is just in case MB would think that since it is a POS system the consumer version of the program was not available for it. All the hack is, is a registry key that is designed to make windows update think that the OS is the POS version of XP and will continue to provide updates.

Thanks,

Mike

Addition.txt

FRST.txt

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Can you please run mb-check as well.

As for the POS hack, the issue is that it installs Windows Update that aren't tested against. So if there are new security features that are installed or other updates that break our functionality, it's not something we're actively testing against and isn't supported

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1 hour ago, Wallstreetobserver said:

t is attached. thanks

Quote

"controllers_version" : "1.0.0",

Can you please get the build from https://downloads.malwarebytes.com/file/mb3

Run the installer on top of your existing product. You don't need to uninstall anything.

Please let us know if that solves the issue

Thanks.

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Can you please perform the following:

  1. Press Windows Key + R to bring up the run window
  2. Type regedit and click Ok
  3. Once Regedit comes up, navigate to HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\Windows Error Reporting\LocalDumps
  4. On the right side, right click and choose New -> DWORD (32-bit)
  5. Name the value DumpType and give it a value of 2
  6. Reboot
  7. Reproduce the crash
  8. This should create a file in %LOCALAPPDATA%\CrashDumps, please zip up this file nad attach it to your reply
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I installed the key and rebooted. The tray icon failed. I started the program manually and it failed as well.  I could not find the crashdump folder. I think %LOCALAPPDATA% is a windows 7 convention. I have XP. I looked in Application Data and Local Settings\Application Data for all users and ran a search for "crashdump". Nothing showed up. The key is definitely in the registry.

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Ahh sorry, forgot this is XP. Here's what we need to do:

  1. Go to START > RUN and type "drwtsn32" (without the quotes) at the prompt and click "OK". This will open the Dr. Watson utility.
  2. Apply the following settings and make note of the Crash Dump folder
    • Crash Dump Type: Full
    • Check "Dump Symbol Table", "Dump All Thread Contexts", & "Create Crash Dump File"
    • Set "Number Of Instructions" and "Number Of Errors To Save" to 50.
    • Uncheck "Append To Existing Log"
  3. Click Ok
  4. Restart, and reproduce the issue
  5. Now you should get a crash dump in the folder from step 2
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I installed the beta version, rebooted, but it did not help. Checked taskmanager and MBAMService.exe was a running process. Then I uninstalled KB4074852, rebooted and the tray icon loaded. Both MBAMService.exe and Mbamtray.exe were running processes. Unfortunately, Malwarebytes still crashed upon initialization. Did the logs I sent show anything?

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When I start the program I get:

Malwarebytes has encountered a problem and needs to close. We are sorry for the inconvenience.

Error Signature

AppName: mbam.exe     AppVer: 3.0.0.1284     ModName: qt5qml.dll
ModVer: 5.6.3.0     Offset: 00077314

I can send you the file that is included in the error report if it helps.

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