hopper15 Posted September 20, 2018 ID:1270538 Share Posted September 20, 2018 Something went really bad after my update to 3.6.1. I've had the mbam.exe and the mbamservice.exe both crash on me after the update. All I did was try to enter my ID and key to activate my premium service and MWB stopped responding and crashed. I reverted back to 3.5.1 for now. mbst-grab-results.zip Link to post Share on other sites More sharing options...
Staff Malwarebytes Posted September 20, 2018 Staff ID:1270539 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...
exile360 Posted September 20, 2018 ID:1270542 Share Posted September 20, 2018 Greetings, If you would, please try the following to see if it corrects the issue or not: Download and run the Malwarebytes Support Tool Accept the EULA and click Advanced Options on the main page (not Get Started) Click the Clean button, and allow it to restart your system and then reinstall Malwarebytes, either by allowing the tool to do so when it offers to on restart, or by downloading and installing the latest version from here Please let us know how it goes, and if the issue does persist you may always roll back to 3.5.1 again. Link to post Share on other sites More sharing options...
hopper15 Posted September 20, 2018 Author ID:1270547 Share Posted September 20, 2018 I tried a clean install. Sorry It didn't work. Link to post Share on other sites More sharing options...
exile360 Posted September 20, 2018 ID:1270550 Share Posted September 20, 2018 OK, thanks. I see you have Avast installed. There was a compatibility issue with a previous version of Avast that they fixed in a recent patch they released last week I believe. Please make sure you have Avast fully up-to-date by following the instructions in this post to force it to update. Also, according to the logs you posted you have component package 1.0.365 of Malwarebytes installed, while the latest (for 3.5.1) is 1.0.441, so please make sure that is up to date as well if possible, assuming you can't get 3.6.1 to work. It should be the version hosted on this page. The only other oddity I noticed in your logs was this entry, and I do believe that file is from the Malwarebytes installer so it's possible that it failed to install/replace one of the existing files on the system, however the clean install should have taken care of it so since the issue persisted after that then it likely isn't an issue, I just wanted you to be aware of it just in case: Pending File Rename Operations ================================== C:\Users\Dwan\AppData\Local\Temp\_iu14D2N.tmp Link to post Share on other sites More sharing options...
hopper15 Posted September 20, 2018 Author ID:1270553 Share Posted September 20, 2018 So should I just wait until the next component package update for 3.6.1 before I give it another try? Link to post Share on other sites More sharing options...
dcollins Posted September 20, 2018 ID:1270571 Share Posted September 20, 2018 Your issue looks a little different since you're also crashing on mbam.exe which other users aren't reporting. I would start with a clean install of 3.6.1 to see if that helps at all. You can work around the mbamservice.exe crashing issue by disabling Self-Protection under Settings -> Protection, but that requires being able to open the UI. Hopefully a clean install will let you do that. Link to post Share on other sites More sharing options...
hopper15 Posted September 20, 2018 Author ID:1270586 Share Posted September 20, 2018 I did another clean install of 3.6.1. The Mbam.exe or mbamservice.exe didn't crash this time but the mbamtray.exe did after I installed 3.6.1. More logs attached. mbst-clean-results.txt mbst-grab-results.zip Link to post Share on other sites More sharing options...
dcollins Posted September 20, 2018 ID:1270594 Share Posted September 20, 2018 Ok, let's try the following please: Download and extract Procdump.zip Right click on 7 - mbamtray_crash.bat and choose Run as Administrator Wait for the black window to come up Go to C:\Program Files\Malwarebytes\Anti-malware Double click on mbamtray.exe This should crash and cause the black window to disappear Once it does, go to the same folder from step 1 and you should now see a .dmp file Zip up the .dmp file and attach it in your reply, or if the file is too big, use wetransfer.com to generate a download link Link to post Share on other sites More sharing options...
hopper15 Posted September 20, 2018 Author ID:1270598 Share Posted September 20, 2018 It hasn't crashed any additional times so far. I've booted up my pc 3 times the last 15 minutes and I haven't seen any crashes. Link to post Share on other sites More sharing options...
hopper15 Posted September 20, 2018 Author ID:1270599 Share Posted September 20, 2018 I'll keep a close eye on it though and get you that crash dump file if it happens again. Link to post Share on other sites More sharing options...
hopper15 Posted September 21, 2018 Author ID:1270894 Share Posted September 21, 2018 On 9/20/2018 at 8:32 AM, dcollins said: Ok, let's try the following please: Download and extract Procdump.zip Right click on 7 - mbamtray_crash.bat and choose Run as Administrator Wait for the black window to come up Go to C:\Program Files\Malwarebytes\Anti-malware Double click on mbamtray.exe This should crash and cause the black window to disappear Once it does, go to the same folder from step 1 and you should now see a .dmp file Zip up the .dmp file and attach it in your reply, or if the file is too big, use wetransfer.com to generate a download link No crashes since yesterday. So it looks this was just an issue with the install? Link to post Share on other sites More sharing options...
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