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 Hi, 

I have run Norton  Internet Security and Malwarebytes for many years together in my computer with no problems or conflicts. About a month ago or so Norton started to hand on certain files. I could not turn off the scan and the computer would not shut down properly. I had to force/shut it. After all the trouble shutting with the Norton people. Even reinstalling it,  we found out that by disabling Malwarebytes from startup and doing a  Norton scan, the hanging and improper shutdown disappeared.  I was told that you have been having problems with certain computers operating systems and improper shutdowns or system shutdown errors. I want to be able to fix this problem. I have the paid version of Malwarebytes and I should be able to use it.

Right now what I am doing is enabling Malwarbytes  and doing a scan, then disabling it and doing my Norton Scan with no hangings. Computer shuts down properly as long as Malwarebytes is disabled.

I have a desktop Dell Inspiron about 3 or 4 year old. Only using  it for searching the web, email etc. I am not a Techy by any means, so no gaming. I have Windows 7, Home edition.

I was told to use the Malware Support Tool but I have not done It yet. I might wait for your response. Malwarebytes version 3.7.1.2839. Component 1.0.538. Update package 1.0.9150.

As I was writing this I was doing a Norton scan with Malwarebytes disabled. NO HANGING!!!!!!. If I have Malwarebyte enabled, Norton hangs. Cannot turn the scan off. I even tried Control -Alt- Delete and did not let me shut the Norton program, therefore, preventing the computer from shutting down. Staying on the blue screen that says Computer is shutting down for hours if I let it. So had force shut it. I did this many times trying to test it with the same exact results. My last test was last night after updating Malwarebytes to the latest version hoping that this would solve the problem. I DID NOT SOLVE IT!!!!!! I need your help solving this please.

Thank you,

Amy

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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: 

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If you haven’t already done so, please run the Malwarebytes Support Tool and then attach the logs in your next reply:

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  4. Place a checkmark next to Accept License Agreement and click Next
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  6. Click the Advanced tab
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  7. Click the Gather Logs button
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Greetings,

If you haven't done so already, please exclude both products from one another as this may resolve the issue if it is due to a conflict between them.  The items to exclude in Norton for Malwarebytes may be found in this support article.  Exclude Norton's folders located under Program Files and/or Program Files (x86) as well as any Norton/Symantec folder(s) located under C:\ProgramData via the method described under the Exclude a File or Folder section of this support article.

Please let us know how it goes and if the issue is resolved or not.

Thanks

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Hi Exile360,

The exclusions for both Norton and Malwarebytes did not solve the problem. Norton hangs if Malawrebyte is enabled which causes the computer to freeze on shutdown. Even if I end task the Norton program when is hanging the computer goes into Logging off or shutting down never turning off. I have to force shut it down. If malware is not able them the Norton scan is perfect and the shut down too.

When I did the Malwarebytes Support Tool the other day, Norton was turned off or disabled. I did a Malwarebytes scan and the computer shutdown properly. The conflict seems to be when both programs are enabled at the same time. Like I said before, I had done this for years with no problems whatsoever. This only started happening about a month ago. It is a shame because I like both programs and I pay for both of them. They should be able to work with no conflict.

So what is the next step? Somebody suggested that I might have a corrupted Malwarebytes installation.

Amy

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You can try performing a clean installation of Malwarebytes to see if giving it a fresh install does the trick.  Instructions on how to do so are below:

  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 Clean button, and allow it to restart your system and then reinstall Malwarebytes, either by allowing the tool to do so when it offers to on restart, or by downloading and installing the latest version from here

Once that's done, test to see how the programs behave and if the freezing issue still persists or not.

Please let us know how it goes.

Thanks

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