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lbdonato

Service ends when performing scan

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When scanning the service is terminated randomly, it always occurs with less than 2 minutes.
I use Peemium version 3.4.5, installed on a new installation of Windows Server 2008 SP2 on an IBM System X3200

Erro: We're sorry, but the Malwarebytes service stopped working. The program will now restart.

Addition.txt

FRST.txt

mb-check-results.zip

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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: 

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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
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    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" 
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      • 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

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Thanks for the logs. We will do our best to troubleshoot this issue and find a solution, but do note that server operating systems are not supported with the consumer version of Malwarebytes so there may not be a valid solution here.

That being said, let's get a crash dump of this to diagnose further.

  1. Download and extract procdump.zip
  2. Right click on 4 - mbamservice_crash.bat and choose Run as Administrator
    1. Once the black screen comes up, you can leave the window up
  3. Open Malwarebytes and run a scan
  4. Let the scan complete, and wait for the error to happen, once it does, the black window should go away and a new .dmp file should be created in the folder where you extracted everything
  5. Please zip up this .dmp file and use wetransfer.com to generate a download link, and post the link here

Thanks!

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I tried to run the proddump, however the window opened and closed, as I could not verify the error, I ran the following command: "procdump.exe -accepteula -e -w -n 1 -ma mbamservice.exe"
The return was:
ProcDump v9.0 - Sysinternals process dump utility
Copyright (C) 2009-2017 Mark Russinovich and Andrew Richards
Sysinternals - www.sysinternals.com

Waiting for process named mbamservice.exe ...

Error debugging process:
Access is denied. (0x00000005, 5)

Note: I am logged in as Administrator, and run cmd as administrator, and it has been denied.

Any suggestion?

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I tried to check the option:

Lower the priority of manual scans to improve multitasking

and deselect:

Scan within archives

But the same problem remains.

 

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Can you open Malwarebytes and go to Settings -> Protection, then disable Self-Protection and try to use Procdump again?

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Link para download
https://we.tl/Q3RkMBCzRO

1 ficheiro
MBAMService.exe_180412_114903.dmp.7z

 

Event Viewer(Microsoft Windows)

Faulting application mbamservice.exe, version 3.1.0.643, time stamp 0x5ab290dc, faulting module ScanControllerImpl.dll, version 3.0.0.818, time stamp 0x5aac0db1, exception code 0xc0000005, fault offset 0x000db692, process id 0x738, application start time 0x01d3d26afdb7880a.

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Can you please zip up the following file and provide it to me? Thanks!

"C:\PROGRAMDATA\MICROSOFT\WINDOWS\START MENU\PROGRAMS\WINDOWS CONTACTS.LNK"

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That should be enough for now, this file looks to be causing the issue and our engineers are looking into it. You can try excluding it to solve the issue, but as I mentioned before, being that this is an unsupported operating system I can't guarantee we'll have a fix.

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@lbdonato good morning. If possible, can you please try the following:

  1. Open Malwarebytes and navigate to Settings -> Application
  2. Turn on Event Log Data
  3. Start a scan and wait for the process to crash
  4. Once done, please download and run the Malwarebytes Support Tool
  5. Accept the EULA and click Advanced Options on the main page
  6. Click Gather Logs, and when the process has finished please upload the mbst-grab-results.zip file that should be on your desktop

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Once you've provided the logs dcollins requested above, would you then please try running a scan with Malwarebytes Anti-Rootkit to see if it is able to run?  If so, please download and run it from here.  If that version doesn't work either, then please try the special build available in this topic.

Please let us know how it goes and if either Malwarebytes Anti-Rootkit scan was able to complete.

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Our engineers finally had a chance to dig in to this completely and find the root cause. This issue is specific to Server 2008 and won't be resolved in our consumer program. You will need to utilize the business product to get support on that operating system.

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