BSOD after install

[AJ251]

Hi,

I installed the latest free version of Malwarebytes onto my desktop computer this morning (Windows 10 Pro 64bit) in order to evaluate it, with the view of upgrading to the premium version, however, just after it installed I was working on a Word document and it suddenly threw up a BSOD, I restarted it thinking it should clear whatever the problem was, however, it kept giving a BSOD every so often, even if it was just sitting there doing nothing, it's now at the stage where I cannot log in as it says Windows did not start properly and couldn't be repaired, so I'm writing this on my laptop.

The last BSOD that came up showed the following error message:

Error in http.sys.

Prior to installing Malwarebytes, the system had been running flawlessly with no issues or problems for the last several months, the system is only about 7 months old and is an HP EliteOne 1000 All-in- One, no other software or changes have been installed or made prior to installing Malwarebytes this morning.

Once I am able to get the machine running again I plan to remove Malwarebytes and reinstall it to see if that fixes the problem, but is there anything else I should check or look into so as this does not happen again?

Cheers,
AJ.

[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,

From your description it sounds as though this may be due to an issue or conflict with the Web Protection component in Malwarebytes, assuming your hypothesis that Malwarebytes is the cause is accurate, which the timing definitely seems to support.  The first thing I would recommend checking is that if you have any other security software installed such as an active antivirus or third party antimalware software or firewall etc., that you verify that the issue is not being caused by a conflict between the two.  You can test this by first disabling the Web Protection component in Malwarebytes (the most likely cause of the issue based on the error), then disabling the protection in your AV (again, if you're running one), then re-enabling Web Protection in Malwarebytes to see if the issue still occurs.  If it does not, then it is possible that configuring exclusions between the two programs may resolve it.  To do that, the files listed in this support article should be excluded from your antivirus and the program folder(s), data folder(s) and any drivers and services belonging to your AV should be excluded from Malwarebytes using the method described in the Exclude a File or Folder section of this support article and then re-enabling everything to see if the issue is now resolved.

If the issue persists, then please do the following so that we may take a look at what's going on with your system to try and determine the cause of the issue:

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

Thanks

[AJ251]

Hi,

Many thanks for the prompt reply, it's appreciated.

I will definitely try your suggestions as soon as I can get the system to boot into Windows again, currently, I'm getting this sorted.

I forgot to mention that I am running an Antivirus solution, that being McAfee Total Protection, I will try your suggestion with that too and report back how it all goes.

Again thank you for your prompt reply.

Cheers,
AJ.

[exile360]

You're very welcome, I hope all goes well and that it gets sorted quickly.  It would also probably be a good idea to make certain your McAfee is fully up to date (not just signatures, but check their site to make sure you have the latest build/patch(es) etc. installed as well, as sometimes AV products won't offer to update/upgrade you to the latest version even though one may be available) as it could be related to an issue in their software as well such as some sort of conflict etc. or known issue in one of their drivers or protection components.