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frozen

Windows 10 Pro 1809 startup issues w MBAM enabled

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I have a Windows 10 Pro 1809 fully updated system running on a 1 TB Samsung SSD that was a clean install back in Dec 2018.  Over the last week or so I noticed that on a cold startup the system would not load properly I would login but I would get no desktop icons nor were there icons in the system tray other than the display icon, notifications. The start button would show up but non of these would work properly. If I pressed the reset button on the case and rebooted the system it would load fine.

Since I had installed a couple of applications recently I figured perhaps that was the issue. Uninstalling that did not help. Booting into safe mode worked and could see the desktop and systray icons. When I disabled all the MBAM shields powered off the system and booted up the system loaded fine.

image.png.43378ca06e84818dcdb59a1352adf369.png

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***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
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  7. Click the Gather Logs button
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  8. A progress bar will appear and the program will proceed with getting logs from your computer
    Advanced Gather Logs_arrows.png
     
  9. Upon completion, click a file named mbst-grab-results.zip will be saved to your Desktop. Click OK
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  10. Please attach the file in your next reply. Before submitting your reply, be sure to enable "Notify me of replies" like so:
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Click "Reveal Hidden Contents" below for details on how to attach a file:
 

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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.

mb_attach.jpg.220985d559e943927cbe3c078b
 

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I have a Windows 10 Pro 1809 fully updated system running on a 1 TB Samsung SSD that was a clean install back in Dec 2018.  Over the last week or so I noticed that on a cold startup the system would not load properly I would login but I would get no desktop icons nor were there icons in the system tray other than the display icon, notifications. The start button would show up but non of these would work properly. If I pressed the reset button on the case and rebooted the system it would load fine.

Since I had installed a couple of applications recently I figured perhaps that was the issue. Uninstalling that did not help. Booting into safe mode worked and could see the desktop and systray icons. When I disabled all the MBAM shields powered off the system and booted up the system loaded fine.

image.png.43378ca06e84818dcdb59a1352adf369.png

mbst-grab-results.zip

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***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
    Repair menu_arrows.png
     
  7. Click the Gather Logs button
    Advanced_arrows.png
     
  8. A progress bar will appear and the program will proceed with getting logs from your computer
    Advanced Gather Logs_arrows.png
     
  9. Upon completion, click a file named mbst-grab-results.zip will be saved to your Desktop. Click OK
    Advanced Gather Logs completed_arrows.png
     
  10. Please attach the file in your next reply. Before submitting your reply, be sure to enable "Notify me of replies" like so:
     notify me.jpeg  

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.

mb_attach.jpg.220985d559e943927cbe3c078b
 

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

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Did I not attach the log files after my initial post? I got the automated reply and followed the instructions and attached the log files to my post.

 

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Hello @frozen:

Thank you for posting the mbst-grab archive.  Definitely my mistake!

To continue, please save all open work and then Quit all running applications.

Then, please launch mb-support-{version}.exe, select the Advanced tab, the tool will go to the next screen.  Select only the Clean button.

Please do not "Repair" nor "Gather".  The Malwarebytes 3 (MB3) cleaning process will start immediately and should last for a few minutes.  Elect to re-install the release version.

After a computer restart, please open the Malwarebytes 3 (MB3) GUI, select update's Current, and then run a Threat Scan and see if all appears normal.

Please let the forum know, in your next reply, if the computer's original issue has been resolved.

Thank you.

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Greetings,

If you haven't already, please try disabling fast startup if it is enabled as this may be the cause of the issue.  You can find more info, including instructions on how to check and disable fast startup here as well as here.

If that fails to resolve the issue then please do the following so that we may take a closer look at your system configuration:

  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

Please let us know how it goes, and if necessary, please post the requested logs.

Thanks

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Well I did the clean which totally removed MBAM and rebooted it. Upon reboot it said it was going to download MBAM but never happened. I cancelled the process shutdown the computer completely so it powered off. Booted up windows10 and no startup issues. The issue I was having appears to be indeed MBAM related.

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I installed MBAM from download shutdown. Booted up ok. Will see if the system is stable over the next couple of days.

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Yep, I just saw that.  It's still worth a try if you want to continue troubleshooting the issue though as fast startup frequently causes issues with Malwarebytes as well as many other applications and drivers.

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Ya fast start up is not enabled since sleep and hibernation has been disabled on this desktop system.

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OK, but did you verify that specifically?  I know those features are related, but I recall at least one user who said the same exact thing only to find that fast startup was in fact checked/enabled and his issue was fixed once he turned it off.  It's not a guarantee obviously, but I think it's at least worth checking.

Aside from that, it could also be a conflict with Ransomware Protection and one of the applications that runs on startup on your system.  I had a similar issue with the latest build of MB3 which I resolved by excluding the affected application.  The issue was hit and miss because it only occurred when both MB3 and this app were trying to start at the same time.  If either got ahead of the other during startup the issue would not occur.  If your issue is the same as mine was then it may return in the future.

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I check and there is no Fast Startup option available in Power settings where it should be. I reinstalled MBAM from a download and was able to boot it up fine from a cold startup. Will see if it that behavior continues or not. At least I know its MBAM related. I already uninstalled other applications before MBAM. 

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Hi @frozen

Thank you for the posts above.

I am understanding that you did a clean-install run & then wound up doing a new manual install of Malwarebytes.  And with that done, all protections are on.
Could you do a new run with the support tool.

Double-click mb-support-1.3.1.553   to run the report tool
Click the Advanced tab
Click the Gather Logs button
Upon completion,  a file named mbst-grab-results.zip will be saved to your Desktop. Click OK


Please attach the file in your next reply.

Having a current set of information would help, and much appreciated.

Cheers,

 

 

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Will see if the system is stabilized after doing the clean reinstall. The malware it found upon its initial scan was free utils that I sometimes I use to repair computers 

mbst-grab-results.zip

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Thank you for the report run.  The new install is a good one.  I expect it will continue in good state.

I see a few items tagged as Pup , adware, some riskware.

If you know & trust & consider the free utilities as safe, you can un-tick the line when you do a review after it has completed the scan.

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