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Malwarebytes premium freezing Win 10 machine

BillinTexas
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BillinTexas

BillinTexas

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I have been looking at different similar threads but haven't found a solution.  I'm a subscribed/premium user for many years and now this software freezes my computer.  I looked and it was not using a high number of resources normally.  I disabled Malwarebytes a couple weeks ago to make sure that was doing it and have had no machine freeze since then.  Has a solution been found?

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Malwarebytes

Malwarebytes

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***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: 

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For any of these issues:

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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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Firefox

Firefox

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Hello and Welcome...

To help you solve the issue we will need the requested logs...

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.

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nikhils

nikhils

Posted
Posted

Looks like you have MB 3.4.4 with a bad CU.

Build 3.4.5 of MB has a fix for the issue.

Can you please follow instructions from this post below and run mb-clean.

After you run the tool, clean up and reboot you will be prompted to install the latest MB 3.4.5 product which should fix this issue.

Keep us posted.

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vbarytskyy

vbarytskyy

Posted
Posted

@BillinTexas

Could you get us fresh logs, also if you remember around what time you noticed the computer freeze so we can match up the time with the logs?

  1. Download and run the Malwarebytes Support Tool
  2. Accept the EULA and click Advanced Options
  3. Choose Gather Logs, and once it's done, upload the zip file it creates on your desktop (mbst-grab-results.zip)

 

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vbarytskyy

vbarytskyy

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Posted

I am not seeing an exact cause from all the logs but I do see a crash/shutdown around 7:38am. We'll need to figure out which protection module is causing the issue. 

Lets start by turning off anti-ransomware--

  1. Open Malwarebytes and go to Settings
  2. Click on the Protection tab
  3. Turn off "Ransomware Protection.."

Run the machine for a few days and see if it locks up.

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