BSOD

[GaryAudas]

Hi. I have just reached out to support on this matter. I have disabled Web Protection via the management console and we still had a few devices BSOD with the NETIO.SYS. I have disabled all Realtime Protections on those devices and still have BSOD being reported. Suggestions?

[vbarytskyy]

@GaryAudas

We started pushing the update to fix this as of yesterday. It is possible that some of your machines not gotten it yet due to metering.

I split off your comment into its own topic so we can try to figure out what is happening on your machines as it sounds like something additional may be going on.

Few things we'll need.

1. How many machines are seeing this issue?
2. Can you get us your memory.dmp file?
   1. Located in C:\Windows
   2. Upload it to a service like wetransfer.com or your own sharing as this file will be large. Make sure to zip it in order to make it smaller and faster to upload.
3. Get us results from Malwarebytes Support Tool (instructions below)

 

• Download Malwarebytes Support Tool
• Once the file is downloaded, open your Downloads folder/location of the downloaded file
• Double-click mb-support-X.X.X.XXXX.exe to run the program
  • You may be prompted by User Account Control (UAC) to allow changes to be made to your computer. Click Yes to consent.
• Place a checkmark next to Accept License Agreement and click Next
• You will be presented with a page stating, "Welcome to the Malwarebytes Support Tool!"
• Click the Advanced Options link
  
  
   
• Click the Gather Logs button
  
  
   
• A progress bar will appear and the program will proceed to gather troubleshooting information from your computer
• Upon completion, click OK
• A file named mbst-grab-results.zip will be saved to your Desktop
  • May get placed on admin's Desktop. If running from standard user account, please make sure to check Admin desktop folder for the zip.

Thank you!