Malwarebytes Causing Windows 7 PC to Freeze

[keith903]

Hi,

I know this is a fairly old post but I have recently started to have the same problem. 

Win7 starts up ok then freezes after a few minutes

Have tried deleting Malwarebytes and reinstalling but makes no difference

With Malwarebytes set to not start up automatically at boot up the PC seems ok

I have attached the mb-check-results file for you to view

Hope you can help.

mb-check-results.zip

[exile360]

Greetings,

While the symptoms may be quite similar, this thread is really old and applies to a much older version of Malwarebytes so it is extremely unlikely that the cause/solution will be the same so just for future reference I would advise creating a new thread when you have a problem or question even if the situation seems quite similar to your own as it is more often than not the case that the cause and fix for one user's system will not necessarily apply to another, even when the symptoms they are experiencing appear to be identical (this is actually often true even with the same version of the software, though not always as sometimes a bug specific to a certain version of the software may be at fault in which case the workaround/solution may be the same, but even then it's still not a problem if users create separate threads as the team watches these forums closely for bug finding/tracking purposes and to seek out compatibility issues).

Anyway, onto the issue at hand.  I noticed a few things that stuck out about the logs you posted.  First, I see that you are running Avast, and it was recently discovered that they had a compatibility issue with Malwarebytes (as well as a problem where their products could occasionally cause system instability) which they have since fixed in a recent update, so I would suggest ensuring that you have the latest patches for Avast installed by following the procedures outlined in this post to force Avast to update as that may solve the issue.

Next, I also noticed some peculiarities with your Malwarebytes installation.  These should be corrected by performing a clean installation as detailed below:

1. Run the Malwarebytes Support Tool
2. Accept the EULA and click Advanced Options on the main page (not Get Started)
3. 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
   

Finally, I noticed that there is a modified compatibility setting configured for mbam.exe, and while it isn't likely to be the cause of your problems, it's probably a good idea to remove the customized setting anyway just to ensure that it doesn't lead to any other issues.  To do so, once Malwarebytes has been reinstalled navigate to C:\Program Files\Malwarebytes\Anti-Malware and locate mbam.exe and right-click on it and select Properties.  Go to the Compatibility tab and uncheck any options that are enabled there.  If none of the boxes were checked then you may need to edit the registry to eliminate the entry.  If that is the case let me know and I'll provide instructions on how to remove the modified compatibility setting.

Please let us know how it goes and if the issue persists.

Thanks

[keith903]

Hi,

Thank you for your reply.

Sorry not much time at the moment but I will work through your suggestions and update you with the results

 

 

[exile360]

OK, sounds good.  Good luck and I hope that it goes well but if not then definitely let us know and we'll continue to troubleshoot the issue.

Thanks

[keith903]

Hi,

I have updated Avast, ran the support tool and reinstalled Malwarebytes

When looking at the properties for mbam.exe none of the boxes are checked.

Each time after rebooting I still have the same problem of windows freezing after 5 mins or so.

An updated mb-check-results file is attached.

If I uncheck the "start Malwarebytes at windows startup" then the PC stars fine and does not freeze.

 

Hope you can advise further

Thanks

Keith

 

mb-check-results.zip

[exile360]

OK, thanks.

Attached you'll find a ZIP file containing a .reg file that will remove the compatibility setting from mbam.exe in your registry.  Extract the file and then double-click on it and click Yes and OK to allow it to modify your registry.  Below are the contents of the file in case you're curious (or you can open the file with notepad by right-clicking on the .reg file and selecting Edit to see its contents).

Once the file has been imported into your registry, restart your system again and let us know if anything has changed or if the issue is still present.

Windows Registry Editor Version 5.00

[HKEY_CURRENT_USER\SOFTWARE\Microsoft\Windows NT\CurrentVersion\appCompatFlags\Layers]
"C:\\Program Files\\Malwarebytes\\Anti-Malware\\mbam.exe"=-

Compatibility.zip

[keith903]

Hi,

Thanks for the reply. 

I have followed your instructions and imported the file into the registry. It seemed successful but expect you can tell from the check results

On restarting the PC is still freezing - Latest mb-check-results attached.

 

Don't know if it makes any difference but these results are with Malwarebytes not running. 

With Malwarebytes running on startup I have tried running FRST64.exe as soon as the PC starts but it always freezes before FRST64.exe finishes.

 

mb-check-results.zip

[exile360]

Thanks,

I noticed in your logs that some of Malwarebytes folders and files appear to be missing.  It's possible that for some reason the installation didn't complete properly.  Please try removing/reinstalling it again, but this time please do so from Safe Mode or Safe Mode with Networking so that there hopefully won't be anything else running to interfere with it:

1. Run the Malwarebytes Support Tool
2. Accept the EULA and click Advanced Options on the main page (not Get Started)
3. 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
   

Once that's done, restart Windows and allow it to boot normally and create and post a fresh set of logs from the Support Tool so I can verify that the installation is correct now.  Also, if the problems with the system freezing still persist, please do the following:

Please open an administrative command prompt by clicking START and typing services.msc and pressing Enter
In the Services window, scroll down the list until you find Windows Management Instrumentation and double-click on it
Make certain the Startup type: is set to Automatic, and if it isn't, set it to Automatic via the provided drop-down menu then click Apply and click the Start button to start the service.

Let me know if the Windows Management Instrumentation service wasn't running/started or if it was missing etc.  Also, if that wasn't an issue, please try temporarily disabling or removing Avast to see if that makes any difference because if it does then we might have to troubleshoot compatibility between the two.

[keith903]

Hi,

I have now reinstalled with windows in safe mode - latest results attached. Please let me know if everything has installed properly now.

So far the PC has not frozen.

I have not none the second part of your instructions but had a quick look to see (I did not change anything) The Windows Management Instrumentation is reporting "started" and "Automatic"

If it freezes again I will remove Avast, try that and let you know.

Thanks for all your help

 

mb-check-results.zip

[exile360]

Thanks for the update.  I'm still seeing the oddities in your installation, however as long as it's working then we'll leave it alone.  However, I did note that at least according to your logs, Avast is currently disabled so if that is true, then it may still be the culprit.

Please keep an eye on things and let me know if the issue returns.

[keith903]

Sorry but I spoke too soon.

All seemed ok but the PC was just restarting each time and under those conditions all seems fine.

However when doing a full boot from power off the PC still freezes after a few mins 

I'm a bit confused that you think Avast was disabled. I have not disabled it and as far as I was aware it was running when I did the last mb check report. It is definitely running now though (Malwarebytes not) - new report attached.

I will try disabling Avast next and see if windows will then start from cold with Malwarebytes running (Afraid that will not be for a few days due to other commitments)

 

Thank you

 

mb-check-results.zip

[exile360]

According to the Windows Action Center Avast was disabled in your last set of logs, that's why I thought it was disabled:

AntiVirus Information:
===================
AntiVirus Installed:    Avast Antivirus
Status:    Up to Date but Disabled
AntiVirus Installed:    Malwarebytes
Status:    Up to Date and Enabled

It must have been an incorrect report, perhaps Avast was just starting up or something.  Either way, hopefully disabling Avast will make a difference so that we've got a place to start looking as to the reason                                                                                                                                       

[keith903]

So, Latest update

I have totally deleted Avast

Rebooted in safe mode and ran mb support tool to remove Malwarebytes and then reinstalled Malwarebytes - latest mb check results attached. Hope its installed correctly now?

I have done a Boot from power off several times now and the PC does not freeze

I am about to reinstall Avast tomorrow and will update you on the results.

mb-check-results.zip

[keith903]

Avast reinstalled and so far no freezing.

Restarted PC several times now and all seems ok

Will let you know if any further problems

Thanks for all your help

[exile360]

Excellent, I'm glad to hear it.  I hope that everything remains functional and stable and if there's anything else we can help you with please let us know.

Thanks