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Internet disconnecting while running Malwarebytes


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This problem is really intermittent and the connection doesn't go down instantly when I start Malwarebytes, but after running for a few minutes there seems to be connection issues before it finally just refuses to connect.

 

As soon as quit Malwarebytes the connection comes back up. While the connection is down on this laptop, my other laptop has no issues connecting. The affected laptop does not have connectivity issues when Malwarebytes is not running.

 

I am using Wi-Fi. The icon doesn't seem to change when I first lose connection, then when I click it to view the networks around/that I am connected to the list refreshes and blanks out. At that time the icon will change and show no connection with a red X. It then lists the nearby networks again and I can try to rejoin, but when I try to connect it just loads endlessly for a while before the list clears out again and refreshes. It will do this until I stop Malwarebytes.

 

I do not know the information I really need to give for this, but here are my specs for Malwarebytes:

Version 3.4.4.2398

Component Package Version: 1.0.322

Update package version: 1.0.5072

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***This is an automated reply***

Hi,

Thanks for posting in the Malwarebytes 3 Help forum.

 

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Greetings,

You are at least a couple of versions behind and it is possible this issue has been resolved in a later release of Malwarebytes.  Please download the latest version, 3.5.1, from here or open Malwarebytes and navigate to Settings>Application and click on the Install Application Updates button to download and install the latest version.  Once installed, please make certain that you restart your system even if you aren't prompted to do so to ensure that the new files/components are loaded into memory.  Also, since you are running Windows 10, please make sure that you at least temporarily disable Fast Start (instructions may be found on this page) otherwise the old file versions/components may be held in memory rather than allowing the new versions to load (drivers, services etc.).

Please let us know how it goes and if the new version resolves the issue or not.

Thanks

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Oops I had no idea I was out of date! Updated and disabled Fast Start. Restarted and began a scan.

 

Version is now 3.5.1.2522

 

The internet went out at one point near the beginning of the scan, but after disconnecting/reconnecting everything seems fine. It didn't clear the list of available Wi-FI this time or give me any of those other issues.

 

Thank you!

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The connection went down a few times again, but came up within seconds while trying this again. Then it went down entirely and gave me the same issue as before (WiFi says no connections available, red X, then shows list of connections and refuses to connect before saying no connections are available again). The moment I paused the Malwarebytes scan everything went back to normal.

 

I started the scan again and so far there have been no issues, but this is a very hit or miss problem it seems. While I was getting the "no connections are available" error I checked with another computer and the internet was fine.

 

I included a screenshot of where my scan was at the time the internet went down, just in case the progress had anything to do with it.

malwarebytes.png

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I wonder if maybe the connection isn't dying because of traffic being generated by Malwarebytes for some reason, like when it's using its cloud analysis technology to check files it doesn't recognize or when checking the digital signatures of files as it scans them etc.  If that's the case, then it makes me wonder if perhaps either your internet provider or system has some kind of problem with connecting to some of Malwarebytes servers.

I also noticed that there are some pending file rename operations on the system.  Please reboot to ensure that they get processed.

I saw an entry for a VPN client.  Are you currently using a VPN?  Also, have you checked to see if disabling Webroot temporarily while scanning with Malwarebytes makes any difference?  If not, then it might be a good idea to test.  You can also try excluding Malwarebytes files and processes from Webroot to see if that corrects the issue.  The files to be excluded can be found here.

If none of the above options helped then please generate a new set of logs from the Support Tool now that you have the latest version of Malwarebytes installed and attach them to your next reply.

Thanks

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I ran through Task Manager after posting this to see if I could find anything odd (disk is at 100% when running this scan which is weird). I do have a VPN but it should not be running. I did find the process for the VPN even though it's disabled on startup and I haven't started it up in months, and I ended it. Also ended a few others that had no business being open since they are disabled and I hadn't opened them, which concerned me a bit (Word, ManyCam, Adobe Creative Cloud).

 

I will try restarting and running with Webroot disabled. Will update thread with those results.

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  • 2 weeks later...

Update:

 

I ran into the same disconnection issue later while not running Malwarebytes. It seemed to get worse while running the program, but Malwarebytes itself wasn't the issue.

 

Updated drivers for my Wi-Fi card and switched to 5Ghz. Problems have virtually disappeared. The only thing Malwarebytes seems to have done was just make the problem a little more evident, but it wasn't the cause at all! It was just really weird timing.

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