jniffen Posted September 3, 2018 ID:1267317 Share Posted September 3, 2018 I have a Windows 7 SP1 on a Thinkpad X220. MalwareBytes version 3.5.1.2522 (Premium edition) Component package version 1.0.441 Update package version 1.0.6625 From a cold startup or reboot the MB does not appear in the system tray and Mbamtray.exe is not showing in the process tab in Task Manager If I do the following: In the process tab and select the MBAMService.exe, then End Process, the Service will restart as expected and then the mbamtray.exe will run. If i try to start the MB from the desktop icon it will not start until I run the procedure above. I have removed my Symantec SEP from the system, will be installing Bitdefender after MB is working correctly, (hopefully). I have used the support tool , 1-1.2.471 to uninstall and reinstall and still have the tray starting failure. Attached in the support log for review. I have seen other instances of this problem but the ones I found were with W8/8/1 and W10, and disabling fast start in Windows fixed the issue. As far as I know, W7 or this Thinkpad does not have the fast start feature. mbst-grab-results.zip Link to post Share on other sites More sharing options...
Staff Malwarebytes Posted September 3, 2018 Staff ID:1267318 Share Posted September 3, 2018 ***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 already done so, please run the Malwarebytes Support Tool 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. 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 Please attach the file in your next reply. Before submitting your reply, be sure to enable "Notify me of replies" like so: Click "Reveal Hidden Contents" below for details on how to attach a file: Spoiler To save attachments, please click the link as shown below. You can click and drag the files to this bar or you can click the choose files, then browse to where your files are located, select them and click the Open button. One of our experts will be able to assist you shortly. If you are having licensing issues, please do the following: Spoiler For any of these issues: Renewals Refunds (including double billing) Cancellations Update Billing Info Multiple Transactions Consumer Purchases Transaction Receipt 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 Link to post Share on other sites More sharing options...
exile360 Posted September 3, 2018 ID:1267338 Share Posted September 3, 2018 Greetings, The only potential issue I was able to spot in your logs was that User Account Control is disabled. This could be the reason that Malwarebytes isn't functioning correctly since Malwarebytes, like most other modern software, has been designed to be compatible and compliant with User Account Control so disabling it may prevent Malwarebytes from receiving the appropriate permissions it requires to run normally: UAC Settings ================================== EnableLUA: Off Consent Prompt Behavior Admin: Off You may access User Account Control by following the instructions found on this page and the default setting for Windows 7 is shown in the image below: Select the default option as illustrated above then click OK and then restart your system to test and see if Malwarebytes is now able to startup normally. If not, then I would recommend trying a clean install using the Malwarebytes Support Tool once more but this time with UAC enabled/set to default to see if that resolves the issue. Please let us know how it goes. Thanks Link to post Share on other sites More sharing options...
jniffen Posted September 3, 2018 Author ID:1267411 Share Posted September 3, 2018 The problem is still there. The mbamtray.exe will not appear in the process tab of the task manager until the MBAMService.exe has been 'End Process'. Not sure what else to cover. Link to post Share on other sites More sharing options...
exile360 Posted September 3, 2018 ID:1267422 Share Posted September 3, 2018 Please post a fresh set of logs so that I can take a look at the new installation. There could be some kind of corruption causing it. Download and run the Malwarebytes Support Tool Accept the EULA and click Advanced Options on the main page (not Get Started) Click the Gather Logs button, and once it completes, attach the zip file it creates on your desktop to your next reply Also, you mentioned that Symantec was removed, but I just wanted to make sure that you aren't seeing any of its processes still running in the background so please let me know if you do spot any. Link to post Share on other sites More sharing options...
lmacri Posted September 4, 2018 ID:1267516 Share Posted September 4, 2018 22 hours ago, jniffen said: I have a Windows 7 SP1 on a Thinkpad X220... From a cold startup or reboot the MB does not appear in the system tray and Mbamtray.exe is not showing in the process tab in Task Manager... I have removed my Symantec SEP from the system, will be installing Bitdefender after MB is working correctly, (hopefully). I have seen other instances of this problem but the ones I found were with W8/8/1 and W10, and disabling fast start in Windows fixed the issue. Hi jniffen: Was Symantec Endpoint Protection wiped off your computer with the SEP CleanWipe Utility? Remnants of SEP might continue to cause issues with Malwarebytes Premium and/or Bitdefender AV and the CleanWipe utility should remove any orphaned registry entries and files left over after the uninstall. Just an FYI that I see a similar problem on my 32-bit Vista SP2 computer (i.e., not Windows Fast Start feature) when I try to run Symantec's Norton Security v22.x and Malwarebytes Premium (v3.2.2 and higher) together in real-time protection mode - see my thread MB v3.2.2 - SystemTray Icon Missing After mbamtray.exe APPCRASH. I know of at least one 64-bit Win 8.1 user with Norton Internet Security who had the same issue, even when Fast Startup was disabled - see MadDemon64's thread Malwarebytes System Tray Icon Missing After Latest Update. After extensive troubleshooting with Malwarebytes employee dcollins both MadDemon64 and I were able to demonstrate that the MB system tray icon (mbamtray.exe) would consistently load at boot-up if we disabled MB's Self-Protection module (Settings | Protection | Startup Options | Enable Self-Protection Module | OFF) - see post # 97 of that thread. This conflict with MB's Self-Protection module was never resolved and I continue having other issues running Norton and Malwarebytes together in real-time protection mode (e.g., my Norton Automatic LiveUpdates will frequently fail if the Web Protection module of MB is enabled - see my thread <here>), even if I create mutual scan exclusions in both programs. I don't want to run MB Premium with Web Protection and Self-Protection both disabled and I worry that there might be other conflicts between these two security programs that I haven't noticed yet so I've deactivated my MB Premium license and just use MB Free as an on-demand scanner now. ----------32-bit Vista Home Premium SP2 * Firefox ESR v52.9.0 * Norton Security Premium v22.15.0.88 * MB Free v3.5.1.2522-1.0.365 Link to post Share on other sites More sharing options...
jniffen Posted September 11, 2018 Author ID:1268764 Share Posted September 11, 2018 Sorry for not getting back sooner. I did use the SEP CleanWipe utility then rebooted the laptop before running the MalwareBytes support tool , 1-1.2.471, which the software was uninstalled, rebooted and installed. There was no A/V on the system during the MB support tool. The original log posted was created after those procedures were done. Presently I have installed the bitdefender, trail version. The laptop is with my son at his dorm, so I can't create a fresh set of logs, until this weekend. Let me know if I need to run another reinstall and create a set of logs and I'll gather them when I get the laptop. Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted September 11, 2018 Root Admin ID:1268822 Share Posted September 11, 2018 Thank you for the update @jniffen Once your Son returns, if the issue is still present then yes, we'll need to get some logs to see what's going on. Please provide the following logs and we'll verify what is actually going on with your system or Malwarebytes program. 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. 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 - do not click Get Started 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 Please attach the file in your next reply. Thank you Ron Link to post Share on other sites More sharing options...
jniffen Posted September 11, 2018 Author ID:1268858 Share Posted September 11, 2018 In the hope of saving time and for a complete understanding, I will send the logs from the procedure listed above, with the MB not uninstalled reinstalled. Just after powering up the laptop, logging in, in the hopes the logs point to the problem. Link to post Share on other sites More sharing options...
jniffen Posted September 30, 2018 Author ID:1272593 Share Posted September 30, 2018 Sorry for the delay, here the requested log from your process listed above. The MB was not reinstalled and this is from a simple startup with no MB icon in the system tray. And MBamtray.exe is not appearing in processes or services. mbst-grab-results.zip Link to post Share on other sites More sharing options...
jniffen Posted September 30, 2018 Author ID:1272597 Share Posted September 30, 2018 This is the log after I stopped and restarted the MBamservice.exe, which automatically started the MBAMtray.exe. mbst-grab-results.zip Link to post Share on other sites More sharing options...
lmacri Posted October 1, 2018 ID:1272610 Share Posted October 1, 2018 On 9/3/2018 at 10:09 AM, jniffen said: I have a Windows 7 SP1 on a Thinkpad X220.... I have seen other instances of this problem but the ones I found were with W8/8/1 and W10, and disabling fast start in Windows fixed the issue.As far as I know, W7 or this Thinkpad does not have the fast start feature.... Hi AdvancedSetup / exile360: I'm not trained to interpret FRST logs, but just wanted to mention that the Addition.txt file that jniffen posted today includes a reference to Lenovo's RapidBoot software. I have no idea if this is relevant to jniffen's problem with MB not launching correctly at boot-up but Lenovo has a support article Potential Issues Caused by RapidBoot Shield Software that applies to Thinkpad / Win 7 SP1 users and might be of interest if an update to the latest MB v3.6.1.2711-1.0.463 (released 19-Sep-2018) doesn't help. ----------32-bit Vista Home Premium SP2 * Firefox ESR v52.9.0 * Norton Security Premium v22.15.1.8 * MB Free v3.5.1.2522-1.0.365 Link to post Share on other sites More sharing options...
exile360 Posted October 1, 2018 ID:1272619 Share Posted October 1, 2018 Thanks for the info lmacri, and I agree it's worth looking into, especially since Lenovo has pulled that software according to that link meaning they must have found sufficient problems with it to stop offering it. It could well be that this is what's preventing Malwarebytes from starting properly so I would definitely recommend either disabling or temporarily removing RapidBoot to see if that resolves the issue. Link to post Share on other sites More sharing options...
plb4333 Posted October 1, 2018 ID:1272623 Share Posted October 1, 2018 ?? - I thought that changing the startup mbamservice to 'Delayed' prevented this from happening with mbamtray not showing after boot up Link to post Share on other sites More sharing options...
lmacri Posted October 1, 2018 ID:1272713 Share Posted October 1, 2018 17 hours ago, lmacri said: ...Lenovo has a support article Potential Issues Caused by RapidBoot Shield Software that applies to Thinkpad / Win 7 SP1 users and might be of interest if an update to the latest MB v3.6.1.2711-1.0.463 (released 19-Sep-2018) doesn't help. Hi jniffen: Further to my previous post, I should have mentioned that if Settings | About | Versions shows that you still haven't been automatically updated to to the latest MB v3.6.1.2711 and/or Component Package 1.0.463 then go to Settings | Application | Application Updates and click the Install Application Updates button. Clicking the Check for Updates link on the main dashboard or system tray icon (or scheduling automatic updates in MB Premium) only checks for new malware definitions but doesn't check for product updates - see post # 4 of luddy's thread Program Itself NEVER Updates for further details about the background update checks and "lottery" system Malwarebytes uses for delivering product updates. I've never received an application update via one of these background update checks since upgrading to MB Premium v3.x and the only way to make sure you have the latest products updates is to click the Install Application Updates button. 12 hours ago, plb4333 said: ?? - I thought that changing the startup mbamservice to 'Delayed' prevented this from happening with mbamtray not showing after boot up Hi plb4333: That's one possible workaround but I'm not sure it was intended a long-term solution. The OP jniffen's Bitdefender AV provides an extra layer of protection but I wouldn't want to permanently configure the Malwarebytes service with a Startup Type of Automatic (Delayed), especially if I was expecting MB to protect my system from bootkit and rootkit infections. As I noted in post # 6 of this thread, MadDemon64 and I both use Norton as our main AV and we both confirmed that MB will load correctly at boot-up if we disable MB's Self-Protection module (i.e., without delaying the start of Malwarebytes at boot-up), but that's not something I would recommend anyone do as a permanent solution either. No workaround should be acceptable to users if it reduces the effectiveness of MB to protect their system from malware. ----------32-bit Vista Home Premium SP2 * Firefox ESR v52.9.0 * Norton Security Premium v22.15.1.8 * MB Free v3.5.1.2522-1.0.365 Link to post Share on other sites More sharing options...
exile360 Posted October 1, 2018 ID:1272732 Share Posted October 1, 2018 It should also be noted that the delayed start option was used for a specific issue caused by something else so it may not even work in this case to allow Malwarebytes to start properly. Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted October 2, 2018 Root Admin ID:1272816 Share Posted October 2, 2018 I've moved your topic to the Malware Removal area so that I can work with you closer on this issue. Please run the following for me. Please download the attached fixlist.txt file and save it to the Desktop.NOTE. It's important that both files, FRST or FRST64 and fixlist.txt are in the same location or the fix will not work. NOTICE: This script was written specifically for this user, for use on this particular machine. Running this on another machine may cause damage to your operating system. Run FRST or FRST64 and press the Fix button just once and wait. If the tool needs a restart please make sure you let the system restart normally and let the tool complete its run after restart. The tool will make a log on the Desktop (Fixlog.txt). Please attach or post it to your next reply. Note: If the tool warned you about an outdated version please download and run the updated version. fixlist.txt This will probably not fix it yet, but will clean up a few items for us. Thanks, Ron Link to post Share on other sites More sharing options...
jniffen Posted October 7, 2018 Author ID:1273965 Share Posted October 7, 2018 It seems to be working now. I was able to find Lenovo's RapidBoot in the W7's programs and features and uninstalled it. But now the BitDefender is complaining of another AV and it needs to be removed. Is there any other Fixlog.txt Link to post Share on other sites More sharing options...
jniffen Posted October 7, 2018 Author ID:1273967 Share Posted October 7, 2018 Sorry for the incomplete post. Just wanted to know if there is any other good A/V apps that work with M/B without complaints and work arounds. If this needs another thread, I will start it. Thanks for everyone's help Just for reference I've posted the support log, if it needs to be review. mbst-grab-results.zip Link to post Share on other sites More sharing options...
exile360 Posted October 7, 2018 ID:1273980 Share Posted October 7, 2018 Bitdefender should work, though you might need to open Malwarebytes and go to Settings>Application and change the setting under Windows Action Center to Never register Malwarebytes in the Windows Action Center, then reboot if Bitdefender still complains, then see if it now works without any issues. If that doesn't work let us know and we'll recommend another AV for you. Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted October 8, 2018 Root Admin ID:1274009 Share Posted October 8, 2018 Let us know if a reinstall does not fix Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted November 7, 2018 Root Admin ID:1279751 Share Posted November 7, 2018 Since this issue is resolved the topic will now be closed to prevent others from posting here. If you need assistance please start your own new topic and someone will be happy to assist you. Thanks Link to post Share on other sites More sharing options...
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