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Browsers Freezing


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Hi Support,

All my browsers are freezing - Chrome, Firefox and Edge - after upgrading to Premium product.  The free version doesn't seem to cause this issue.

I found a support item called "Web Blocking / RAM Usage: How to Recover - HOME USERS" By msherwood, January 30 in Malwarebytes News that I thought might help.  I followed the instructions to no avail.  I can PM you the"mb-clean-results.txt" if you give me your PM details.

I look forward to your assistance.

Thank you.

Mike

 

 

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  • Staff

***This is an automated reply***

Hi,

Thanks for posting in the Malwarebytes 3 Help forum.

 

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Greetings,

You have an old version of Malwarebytes installed, so please start by installing the latest build.  Just download and install it from here then restart your system if prompted to do so to complete the upgrade process.  Once that is complete, open Malwarebytes and navigate to Settings>Application and click on the Install Application Updates button to make certain you have the latest component update installed (version 1.0.391).  Once that is completed and you have the latest versions of everything, restart your system once more to ensure that the new components are loaded into memory.  You can verify you have the latest versions of everything by comparing the version numbers under Settings>About to those listed in the image below:

Versions.png.71be36acab3256510f7c88c83424a898.png

Once everything is up to date, check to see if the issue is now resolved.

Please let us know how it goes.

Thanks

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Thanks for letting us know.  I believe that this is a known issue that is being worked on by the Developers.  In the meantime until they get the issue corrected you may install the Malwarebytes browser extension beta which will shield your browser from malicious sites the same as the Web Protection component does, but also adds additional capabilities to behaviorally block several types of malicious sites without relying on them being in the Malwarebytes block database (the Web Protection component has no behavior based blocking capabilities, it only uses databases of known malicious sites and servers) and the extension also blocks other categories not targeted by the Web Protection component, including many ads as well as tracking servers to guard your privacy.  The only downside is that it only protects your browser, while the Web Protection component performs blocking for the entire system (much like a web filter in a firewall would), however since most web threats are launched from malicious sites that get in through the web browser, it still ensures that the most critical component of the system is protected.

Currently the extension works with Chrome and other Chromium based browsers (such as Chromium and SRWare Iron) as well as Mozilla Firefox.  You will find links to the extensions below as well as in my signature:

Chrome
Firefox

Once the issue with the Web Protection component is resolved, you may still keep the browser extension installed for use if you wish as it is fully compatible with the Web Protection component in Malwarebytes and complements it quite well.

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Hopefully it will be corrected in the next release, assuming the Developers are able to track down the exact cause and correct it by then, however if you keep an eye on the pinned topics in this area of the forums where new releases are announced you should be able to check the reported changes/fixes in the announcement to know when this particular issue has been corrected.

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Hello inspiredwoman,

Browsers are not freezing anymore once I turned off "web protection" per my post of Tue 24 July.  I also installed the browser extension beta on Chrome and Firefox and all good.

Posted Tuesday at 02:17 PM  Once I add the License Key and upgrade to Premium the freezing issue returns.  I turned off the "web protection" layer under the "Real Time Protection" section, re-started the computer and the freezing issue no longer occurs. 

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  • 3 months later...
  • Staff

Hello again,

Please do the following so that we can take a look at things as they are now on your system:

  1. Download and run the Malwarebytes Support Tool
  2. Accept the EULA and click Advanced tab on the left (not Start Repair)
  3. Click the Gather Logs button, and once it completes, attach the zip file it creates on your desktop to your next reply

Thanks

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Thanks.  The only item of note I spotted in your logs was Sophos.  Have you tried temporarily disabling it to see if that makes any difference?  If not then I'd suggest doing so just to test and see if it helps or not.  If so, then you might need to create exclusions between the two programs to get them to play nice with one another.  To do so, exclude the items listed in this support article from Sophos' real-time protection and you should also try excluding Sophos' program folder from Malwarebytes by adding it to your exclusions using the method described under the Exclude a File or Folder section of this support article.  Once that's done, restart your system and test your browsers to see if things have improved.

Please let us know how it goes.

Thanks

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  • 1 month later...
  • Staff

OK, since it's been a while and there have been a few releases since you were last here, please post a fresh set of logs so we can see how your setup is looking:

  1. Download and run the Malwarebytes Support Tool
  2. Accept the EULA and click Advanced tab on the left (not Start Repair)
  3. Click the Gather Logs button, and once it completes, attach the zip file it creates on your desktop to your next reply

Thanks

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