1.0.058 and W7

[g3uiss]

I have made comments in other threads. But so support can see another user with same issue my report

 

W7 stable PC. Malwarebytes and Symantec Endpoint.

Malwarebytes updated at some time this week to the quoted version. First “Freeze” Saturday keyboard and mouse and cursor locked. No response by waiting. Power cycle required. Nothing in logs, SFC/ scannow clean. First freeze was during a remote access to PC by VNC. 2nd “Freeze” today. Exactly the same was loading a web site, access went slowly eventually froze, requiring power cycle. Was going to consider hardware but came across posts in this forum. Have disabled Malwarebytes and just left Endpoint. No freeze yet, despite network / browser activity. 

Have not tried renable with protect off as perhaps not long enough to know it is Malwarebytes , although PC has had no other changes except for Rollup from MS this week.

 

comments welcome

 

 

 

[Malwarebytes]

***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.

1. Download Malwarebytes Support Tool
2. Once the file is downloaded, open your Downloads folder/location of the downloaded file
3. 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.
4. Place a checkmark next to Accept License Agreement and click Next
5. You will be presented with a page stating, "Get Started!"
6. Click the Advanced tab
   
    
7. Click the Gather Logs button
   
    
8. A progress bar will appear and the program will proceed with getting logs from your computer
   
    
9. Upon completion, click a file named mbst-grab-results.zip will be saved to your Desktop. Click OK
   
    
10. 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

[exile360]

Greetings,

You can likely enable all protection except the Web Protection component for the time being as that appears to be the module causing this particular issue (though there is another issue that causes some systems to lock up during shutdown which I believe is caused by Ransomware Protection, but if you aren't seeing that issue then you should be OK just disabling Web Protection).

In the meantime to supplement the disabled protection component you may want to install the Malwarebytes browser extension beta if you haven't done so already.  It's available for both Chrome and FIrefox as well as most browsers based on Chromium such as Vivaldi and SRWare Iron (alternatives to Google Chrome based on the same Chromium source code just without Google's tracking and marketing/advertising embedded in them).  The extension blocks the same sites and servers as Web Protection in Malwarebytes 3 but obviously only does so for your browser rather than the entire system the way that Web Protection would.  With that said, the extension has some capabilities beyond Web Protection in that it also blocks many ads and tracking servers to speed up browsing and protect your privacy and also includes new behavior based blocking technologies targeting tech support scam sites, phishing sites and other malicious site types and also includes a new block list for blocking clickbait sites/ads/links.  The extension is fully compatible with the Web Protection component in Malwarebytes 3 so even after this issue is resolved you may keep the browser extension installed if you wish to continue to have the added benefits that it provides.  You can find out more and download the extension at the following links:

Chrome
Firefox

[g3uiss]

Thanks. I will enable Malwarebytes again without web protection. I assume there is a fix being worked on. I don’t have any normal shutdown problems. 

Greatful for response. 

[exile360]

Yeah, the Developers and QA guys have been hard at work on this issue ever since it first showed up in the new build, so a fix is definitely in the works.  I don't know what progress they've made, but given the similarity between these recent issues and past issues with the same components of protection, I'm sure they already have a good idea of where to look in the code to fix it and I expect a patch isn't too far out at all.

[g3uiss]

Thanks for the info. Does it get posted here when that happens as I wouldn’t normally keep checking version numbers 

 

 

[exile360]

Yes, if they do a public beta (unlikely for a patch, but still possible) it will be posted in a pinned topic here first, and assuming it doesn't receive a public beta (which is far more likely for a patch/bugfix release) it will be posted in a pinned topic here and you can check the release notes which will be included in the post to see which issues have been fixed/what changes have been made.