Eagle51 Posted September 20, 2018 ID:1270421 Share Posted September 20, 2018 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 Link to post Share on other sites More sharing options...
Staff Malwarebytes Posted September 20, 2018 Staff ID:1270422 Share Posted September 20, 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...
dcollins Posted September 20, 2018 ID:1270433 Share Posted September 20, 2018 Can you provide the logs mentioned above? Also, does Malwarebytes run properly even after this error, or not? Link to post Share on other sites More sharing options...
Eagle51 Posted September 20, 2018 Author ID:1270482 Share Posted September 20, 2018 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 Link to post Share on other sites More sharing options...
kado897 Posted September 20, 2018 ID:1270500 Share Posted September 20, 2018 I have also had a crash on rebooting but it has only happened the once for me Link to post Share on other sites More sharing options...
kado897 Posted September 20, 2018 ID:1270502 Share Posted September 20, 2018 This is the reliability monitor entry. Link to post Share on other sites More sharing options...
mike9874 Posted September 20, 2018 ID:1270504 Share Posted September 20, 2018 Same here on every reboot MB crashes, then runs fine, Pro version. Pic's below guys. Link to post Share on other sites More sharing options...
boombastik Posted September 20, 2018 ID:1270509 Share Posted September 20, 2018 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. Link to post Share on other sites More sharing options...
exile360 Posted September 20, 2018 ID:1270519 Share Posted September 20, 2018 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-startuphttps://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. Link to post Share on other sites More sharing options...
mike9874 Posted September 20, 2018 ID:1270530 Share Posted September 20, 2018 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!!! Link to post Share on other sites More sharing options...
exile360 Posted September 20, 2018 ID:1270533 Share Posted September 20, 2018 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: 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, 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. Link to post Share on other sites More sharing options...
f14tomcat Posted September 20, 2018 ID:1270535 Share Posted September 20, 2018 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. Link to post Share on other sites More sharing options...
kado897 Posted September 20, 2018 ID:1270536 Share Posted September 20, 2018 Mine seemed to be at shutdown too as there was the flash of an error message on the way down. Link to post Share on other sites More sharing options...
boombastik Posted September 20, 2018 ID:1270537 Share Posted September 20, 2018 Good catch. you are right. It is on shutdown and exists even if i disable fast startup. Link to post Share on other sites More sharing options...
MSimm1 Posted September 20, 2018 ID:1270540 Share Posted September 20, 2018 Same problem here, as well Malwarebytes 3.6.1 stopped working WER Using Windows 10 Home 64 bit (Fast Start Up - disabled) with Malwarebytes 3.6.1 Premium (Self Protection - Disabled) MB Check log FRST Addition MB Support Tool logs mb-check-results.zip FRST.txt Addition.txt mbst-grab-results.zip Link to post Share on other sites More sharing options...
exile360 Posted September 20, 2018 ID:1270541 Share Posted September 20, 2018 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. Link to post Share on other sites More sharing options...
f14tomcat Posted September 20, 2018 ID:1270543 Share Posted September 20, 2018 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. Link to post Share on other sites More sharing options...
hopper15 Posted September 20, 2018 ID:1270548 Share Posted September 20, 2018 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. I guess this explains why the mbamservice crashed on me after rebooting. Link to post Share on other sites More sharing options...
exile360 Posted September 20, 2018 ID:1270551 Share Posted September 20, 2018 Is everyone here on Windows 10 x64 build 1803-17134.286? I'm just wondering if this is perhaps OS-specific. Link to post Share on other sites More sharing options...
f14tomcat Posted September 20, 2018 ID:1270552 Share Posted September 20, 2018 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. Link to post Share on other sites More sharing options...
boombastik Posted September 20, 2018 ID:1270556 Share Posted September 20, 2018 yes i am on Windows 10 x64 build 1803-17134.286 Link to post Share on other sites More sharing options...
dcollins Posted September 20, 2018 ID:1270557 Share Posted September 20, 2018 (edited) If you're experiencing this issue, can you please try the following: Download and extract the attached CrashDumps.zip Double click CrashDumps.reg inside the zip folder to import the registry items Reboot your computer for the registry changes to take effect Reproduce the issue by shutting down the computer When the computer comes back up, look in ?\CrashDumps for any dump files 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 September 20, 2018 by dcollins Link to post Share on other sites More sharing options...
f14tomcat Posted September 20, 2018 ID:1270559 Share Posted September 20, 2018 2 minutes ago, dcollins said: If you're experiencing this issue, can you please try the following: Download and extract the attached CrashDumps.zip Double click CrashDumps.reg inside the zip folder to import the registry items Reboot your computer for the registry changes to take effect Reproduce the issue by shutting down the computer When the computer comes back up, look in %LOCALAPPDATA%\CrashDumps for any dump files 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???? Link to post Share on other sites More sharing options...
dcollins Posted September 20, 2018 ID:1270563 Share Posted September 20, 2018 Sorry about that, attached Link to post Share on other sites More sharing options...
f14tomcat Posted September 20, 2018 ID:1270584 Share Posted September 20, 2018 53 minutes ago, dcollins said: If you're experiencing this issue, can you please try the following: Download and extract the attached CrashDumps.zip Double click CrashDumps.reg inside the zip folder to import the registry items Reboot your computer for the registry changes to take effect Reproduce the issue by shutting down the computer When the computer comes back up, look in %LOCALAPPDATA%\CrashDumps for any dump files 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. Link to post Share on other sites More sharing options...
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