Skier Posted February 7, 2019 ID:1297384 Share Posted February 7, 2019 There's still an issue with MB 3.7.1, the Ransomware module and video play stuttering. I haven't checked all video players but iTunes video is definitely affected. With the previous version, BBC iPlayer, VLC Media Player, YouTube and video played in Chrome (possibly other browsers but I primarily use Chrome) all momentarily froze and then recommence. Ransomware protection will have to remain disabled for now. Link to post Share on other sites More sharing options...
Staff Malwarebytes Posted February 7, 2019 Staff ID:1297385 Share Posted February 7, 2019 ***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. Download Malwarebytes Support Tool Once the file is downloaded, open your Downloads folder/location of the downloaded file 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. Place a checkmark next to Accept License Agreement and click Next You will be presented with a page stating, "Get Started!" Click the Advanced tab Click the Gather Logs button A progress bar will appear and the program will proceed with getting logs from your computer Upon completion, click a file named mbst-grab-results.zip will be saved to your Desktop. Click OK 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 Link to post Share on other sites More sharing options...
exile360 Posted February 7, 2019 ID:1297386 Share Posted February 7, 2019 Thanks for the follow-up. I will be sure to report to the Product team that this issue is still present. Link to post Share on other sites More sharing options...
LiquidTension Posted February 8, 2019 ID:1297474 Share Posted February 8, 2019 Thank you for the report. To help our efforts with finding a solution for the issue, please carry out steps 4 and 5 in the following topic and respond back with the file:https://forums.malwarebytes.com/topic/190532-having-problems-using-malwarebytes-please-follow-these-steps/ Link to post Share on other sites More sharing options...
Firefox Posted February 8, 2019 ID:1297482 Share Posted February 8, 2019 16 hours ago, Skier said: With the previous version, BBC iPlayer, VLC Media Player, YouTube and video played in Chrome (possibly other browsers but I primarily use Chrome) all momentarily froze and then recommence. Not saying its not an issue in your case, I just wanted to add that I watched a whole movie last night using VLC and did not encounter any issues with all protections enabled in MB3 3.7.1 Link to post Share on other sites More sharing options...
Skier Posted February 9, 2019 Author ID:1297605 Share Posted February 9, 2019 Here's the Zipped Log File as requested. mbst-grab-results.zip Link to post Share on other sites More sharing options...
LiquidTension Posted February 11, 2019 ID:1298081 Share Posted February 11, 2019 Thank you for the file! If you don't mind, the following would also be helpful: Press the Windows Key + R on your keyboard at the same time. Type msinfo32 and click OK. A new window will open. Click File followed by Save. Give the file a name, select your desktop as the location and click Save. Compress the .nfo file and attach the generated Zip file here. Link to post Share on other sites More sharing options...
Skier Posted February 12, 2019 Author ID:1298249 Share Posted February 12, 2019 Good morning. PFA the zipped .nfo file as requested. MS Info.zip Link to post Share on other sites More sharing options...
LiquidTension Posted February 13, 2019 ID:1298438 Share Posted February 13, 2019 Thanks for the file. Focusing on Google Chrome, can you try running the browser in incognito mode with Ransomware Protection enabled and check if this has any impact on the issue.https://support.google.com/chrome/answer/95464?co=GENIE.Platform%3DDesktop&hl=en-GB If that has no impact, please perform a clean boot using the steps below:https://support.microsoft.com/en-gb/help/929135/how-to-perform-a-clean-boot-in-windows After performing step 4, scroll through the list and re-check Malwarebytes Service. Once you've restarted the computer, ensure Ransomware Protection is enabled and check if the issue occurs. Link to post Share on other sites More sharing options...
Skier Posted February 14, 2019 Author ID:1298569 Share Posted February 14, 2019 I'll give this a go but it won't be until next week as I'm a bit preoccupied with a piece of urgent work. Many thanks. Link to post Share on other sites More sharing options...
LiquidTension Posted February 14, 2019 ID:1298585 Share Posted February 14, 2019 That's no problem. Thank you for letting us know. Link to post Share on other sites More sharing options...
greenbishop Posted February 15, 2019 ID:1298722 Share Posted February 15, 2019 I'm have the same issue, leaving ransomware protection on causes my PC to freeze every once in a while. Here are my logs as well to help find the issue. mbst-grab-results.zip Link to post Share on other sites More sharing options...
greenbishop Posted February 15, 2019 ID:1298723 Share Posted February 15, 2019 I posted the wrong logs above, that one had ransomware protection disabled. Here are the correct logs where the problem is occuring. mbst-grab-results.zip Link to post Share on other sites More sharing options...
LiquidTension Posted February 15, 2019 ID:1298732 Share Posted February 15, 2019 2 hours ago, greenbishop said: I posted the wrong logs above, that one had ransomware protection disabled. Here are the correct logs where the problem is occuring. mbst-grab-results.zip To confirm, does the issue only affect the watching of videos and cause stuttering? Or do the freezes affect the whole system? Link to post Share on other sites More sharing options...
greenbishop Posted February 15, 2019 ID:1298869 Share Posted February 15, 2019 Seems like it happens when watching videos or playing games and it freezes my whole system for a couple seconds. Link to post Share on other sites More sharing options...
exile360 Posted February 15, 2019 ID:1298888 Share Posted February 15, 2019 If this helps at all, when I was encountering this issue I also noticed some audio interference from time to time, especially when streaming video, and discovered the root cause, while related to Malwarebytes' effect on latency, was actually primarily being caused by the overclock on my CPU due to the voltage increase that comes with it, resulting in electrical interference with the onboard HD audio chip on my motherboard. Once I disabled the overclock the issue went away. In my case at least, Malwarebytes was just a contributing factor and not the root cause, at least for the most recent build of Malwarebytes (the issue was far worse and more frequent in past builds and I suspect that they may have improved it some in the most recent updates though it is still present on occasion when overclocking my system, just not as bad or as frequent and I no longer have the delays during system shutdown). Link to post Share on other sites More sharing options...
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