W7 freeze

[Steve426]

Attaching logs...

mbst-grab-results.zip

[Malwarebytes]

***This is an automated reply***

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[AnotherConcernedCitizen]

https://forums.malwarebytes.com/topic/241223-malwarebytes-for-windows-and-windows-7-freezelock-up/

 

[HarveyB]

1 hour ago, Malwarebytes said:

***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: 

  Hide contents

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:
 

  Reveal hidden contents

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: 

  Reveal hidden contents

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

 

[HarveyB]

UPSET.doc

[exile360]

Greetings,

It's most likely the Ransomware Protection component causing this issue, so if you disable that for the time being that should alleviate the problem.  The other workaround would be to revert to the last build of Malwarebytes until they get this issue fixed.

As for why they are requesting logs, it is because the Developers are still working on this issue and attempting to track down the exact cause, so the more data they get from affected users the better, however if you do not wish to provide any logs/data then of course you don't have to and you can just wait for the fixed version to be released.

Instructions on implementing each of the workarounds I mentioned can be found near the top of this pinned topic.

As for why they released the build like this, unfortunately even though they did perform extensive testing via their QA team, including testing on every OS which is currently supported (including Windows 7; both x64 and x86), they didn't experience any of these issues during their testing and only became aware of it once reports from users started coming in and they realized that the typical fixes for issues weren't working, thus indicating that it was a bug in the software and they have been attempting to locate and fix the bug ever since and plan to have it fixed in the next release, though I do not know of any ETA on when it will become available because of course they must first fix the issues, then test the build, and then finally release it, but I'm hoping that it will be soon of course, as I'm sure everyone affected by these issues is.