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ANSWERED Malwarebytes 3.6.1 WER Report - mbamservice

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Today I updated Malwarebytes to 3.6.1 (Paid)  on both my PC's (Win10 Home x64 1803-17134.286). Now every time I restart my PC it's generating a WER report. Figured you guys should know :)

wer.zip

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Hi,

Thanks for posting in the Malwarebytes 3 Help forum.

 

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Just used the Malwarebytes Support Tool to remove/clean/re-install MWB 3.6.1 on my laptop, but it's still generating a WER on restart. Other than that it appears to be working normally.

mbst-grab-results.zip

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Every time i start my machine and when i shutdown it with  fast boot enabled in windows 10, i have this error.

Solution is to turn off self protection.

 

1.jpg

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We have frequently seen issues when Fast Startup is enabled.  This is because when that feature is active Windows doesn't actually fully unload the registry and active memory which may result in issues with drivers and services during the startup process.

You can find out more about the feature, as well as some of the pros and cons of using it in the following tech articles:

https://www.howtogeek.com/243901/the-pros-and-cons-of-windows-10s-fast-startup-mode/
https://www.windowscentral.com/how-disable-windows-10-fast-startup
https://whatsabyte.com/windows/windows-10-fast-startup/
https://www.petri.com/how-to-disable-windows-10-fast-startup-and-why-you-might-want-to

As long as everything seems to be working OK and you don't mind keeping self-protection disabled then that's obviously OK, I just wanted to provide this info in case you were not aware of it and in case you or anyone else has any other problems with Fast Startup enabled.

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Well on my machine fast startup is OFF, and MB still crashes on reboot, then runs fine after.  This IS a Problem with this New Release, Period!!!

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I wasn't attempting to claim otherwise, I was specifically addressing the post above regarding Fast Startup as there has been a longstanding known issue with that feature.

For the issue you're experiencing I'm sure that some diagnostic info would help the team to track down the problem:

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

Also, if you have any minidumps/memory dumps from the crashes, those would also likely be very helpful to the Developers to find the root cause of the issue.

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Just tested several times.  The service crash error seems to be occurring at shutdown, not restart/power up.  I have verbose logging enabled, and I can see where Windows is shutting down MBAMSERVICE.  Previously, I never saw that message, probably because it was so quick.  Now, there is a slight hesitation at shutdown, then proceeds to completion.  This occurs at the "shutdown phase" of both a Re-boot and full Shutdown.  I made note of the times.  The last service crash logged was exactly at the time I did a full shutdown.  The prior one was exactly at the time I did a Restart (reboot).  With the full shutdown, I waited 10 minutes before powering back up to ensure the time gap was accurate and pointed to the shutdown phase. 

2018-09-20_08h16_58.png

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Thanks for the additional info guys, that definitely helps to narrow down the issue.

Could you also check to see if it crashes when you right-click on the Malwarebytes tray icon and select Quit Malwarebytes and then click Yes to the UAC prompt?  I'm just wondering if it's an issue with system shutdown specifically or if it impacts any scenario where the service/drivers try to unload from memory as that may prove helpful to the Devs as well.

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2 minutes ago, exile360 said:

Thanks for the additional info guys, that definitely helps to narrow down the issue.

Could you also check to see if it crashes when you right-click on the Malwarebytes tray icon and select Quit Malwarebytes and then click Yes to the UAC prompt?  I'm just wondering if it's an issue with system shutdown specifically or if it impacts any scenario where the service/drivers try to unload from memory as that may prove helpful to the Devs as well.

Just tested that.  I have UAC disabled, but that shouldn't affect your request.  I clicked and quit MBAM, no error.  I started MBAM, came up fine, no error.

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57 minutes ago, f14tomcat said:

Just tested several times.  The service crash error seems to be occurring at shutdown, not restart/power up.  I have verbose logging enabled, and I can see where Windows is shutting down MBAMSERVICE.  Previously, I never saw that message, probably because it was so quick.  Now, there is a slight hesitation at shutdown, then proceeds to completion.  This occurs at the "shutdown phase" of both a Re-boot and full Shutdown.  I made note of the times.  The last service crash logged was exactly at the time I did a full shutdown.  The prior one was exactly at the time I did a Restart (reboot).  With the full shutdown, I waited 10 minutes before powering back up to ensure the time gap was accurate and pointed to the shutdown phase. 

2018-09-20_08h16_58.png

I guess this explains why the mbamservice crashed on me after rebooting.

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1 minute ago, exile360 said:

Is everyone here on Windows 10 x64 build 1803-17134.286?  I'm just wondering if this is perhaps OS-specific.

2018-09-20_09h31_49.png.4f90f6e5f796c3f2c5fe6acd2d92e2b4.png

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If you're experiencing this issue, can you please try the following:

  1. Download and extract the attached CrashDumps.zip
  2. Double click CrashDumps.reg inside the zip folder to import the registry items
  3. Reboot your computer for the registry changes to take effect
  4. Reproduce the issue by shutting down the computer
  5. When the computer comes back up, look in ?\CrashDumps for any dump files
  6. If they exist, please zip them up and attach them in your reply, or use wetransfer.com to generate a download link if they're too large

 

CrashDumps.zip

Edited by dcollins

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2 minutes ago, dcollins said:

If you're experiencing this issue, can you please try the following:

  1. Download and extract the attached CrashDumps.zip
  2. Double click CrashDumps.reg inside the zip folder to import the registry items
  3. Reboot your computer for the registry changes to take effect
  4. Reproduce the issue by shutting down the computer
  5. When the computer comes back up, look in %LOCALAPPDATA%\CrashDumps for any dump files
  6. If they exist, please zip them up and attach them in your reply, or use wetransfer.com to generate a download link if they're too large

Attachment????

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53 minutes ago, dcollins said:

If you're experiencing this issue, can you please try the following:

  1. Download and extract the attached CrashDumps.zip
  2. Double click CrashDumps.reg inside the zip folder to import the registry items
  3. Reboot your computer for the registry changes to take effect
  4. Reproduce the issue by shutting down the computer
  5. When the computer comes back up, look in %LOCALAPPDATA%\CrashDumps for any dump files
  6. If they exist, please zip them up and attach them in your reply, or use wetransfer.com to generate a download link if they're too large

CrashDumps.zip

Did both a Restart(reboot) and Full Shutdown.  No crash dump files produced.

2018-09-20_10h59_16.thumb.png.1e893d2c6805ce13ac6e73018b7b950f.png

2018-09-20_10h55_41.thumb.png.9964a246add37c96e2110e9c48169b46.png

2018-09-20_11h03_01.png

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