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Malwarebytes always crashes when pressing notification icon

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Short version of the problem:
Whenever I press the little bell icon in the top right corner Malwarebytes just completely crashes.
Rebooting does not help, ran repair with the Malwarebytes suppport tool. But nothing changed and it still crashes as soon as i click the icon.
I have to forcibly close malwarebytes and restart it to get it to work again.


When did it start / order of events (some of it might be unrelated to the problem):

- I was watching a random youtube video. A little add popped up on the video I want to click on the 'x' to close it but missclicked and clicked the banner instead opening up the site it advertised.

- Malwarebytes instantly blocks the site due to 'POP' (which im guessing is 'PUP' but since my malwarebytes is in dutch its says 'POP' instead.)

- Just in case I update my virus definitions and run a malwarebytes scan, followed by Norton antivirus scan. Both  scans found nothing.

- While im scanning the 'Bell icon' still works since im using it to check the notification and what site was blocked etc. (the blocked Domain was "free.gamingwonderland.com")

- A very short while after the scans I want to use the bell icon again to click the thing that says I saw the notifications and mark it as read or something.

- This time as soon as I click it Malwarebytes crashes and freezes up, but I just assume its a one time problem and turn of my computer cause I got to go do some other stuff.

- I came back not long after and started up my computer and again want to use the icon in the top right corner. As soon as I Click it Malwarebytes crashes and freezes up again.

- I decide to reboot my computer (during which windows seems to do a quick short update). After reboot it still crashes.

- I download Malwarebytes support tool to repair malwarebytes, which seems to do a reinstall of malwarebytes. After which the problem presists, it still crashes when pressing the button.

---------------------------------------------------------

I am not super knowledgeable about all this. So, I need some advice.
How do I fix this, and do I have anything to worry about with the POP thing.
Could they be related or is this just a coincidence.

Help is appreciated. :)

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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:
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-The Malwarebytes Forum Team

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Thanks for reporting the issue.

Please carry out the log gathering instructions in the post above and provide the generated mbst-check-results.zip so we can investigate the issue further.

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Its been 3 days now and the problem still persists.

I've noticed when it crashes the malwarebytes tray application might be unaffected, and its just the malwarebytes window that freezes, but im not completely sure.
I haven't tested every button in malwarebytes, but so far everything seems to work fine other the the "bell' icon crash.

I can still update, and do scans as normal.
Also would like to know if I have anything to worry about with that blocked site.
If it got blocked by malwarebytes and scanning doesnt find anything I probably have nothing to worry about right? And the problems are probably unrelated?

I have added a screenshot of what it exactly looks like when I press the icon.

805287132_MBpreCrash.jpg.699f774e6de6038c997b494da4dae322.jpg721749237_MBCrash.jpg.a00fa76180293c1c3b96ae7d532d6c20.jpg

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Apologies for the delay.

The Web Protection block is not a concern. A legitimate website you visited most likely made a connection attempt to the blocked website - Malwarebytes prevented this connection attempt. Providing you do not experience consistent Web Protection blocks, there is no cause for concern.

Does the issue with the bell icon consistently occur? It appears the mbam.exe process responsible for the Malwarebytes user interface is hanging upon clicking the bell icon.

Please do the following:

  • Download DebugView: https://live.sysinternals.com/dbgview.exe
  • Launch DebugView. Wait for the window to open.
  • Open the Malwarebytes user interface and reproduce the issue with the bell icon.
  • Wait 20 seconds.
  • In the DebugView window, click File followed by Save As and save the log.
  • Attach the file in a post.
     

Afterwards, when the Malwarebytes user interface is still in the hung state, do the following:

  • Press Ctrl + Shift + Esc to open the Task Manager.
  • Click the Details tab.
  • Right-click mbam.exe and click Create dump file.
  • A file named mbam.dmp will be created in your %temp% folder.
  • To locate it, press the Windows Key + R on your keyboard at the same time. Type %temp% and click OK.
  • Right-click the mbam.dmp file inside the %temp% folder and click Send to followed by Compressed (Zipped) folder.
  • Attach the generated Zip file as well to your forum post.
Edited by LiquidTension

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Yes, so far the freeze occurs every single time the icon is pressed.
Very odd how it suddenly started out of nowhere, never had an issue before.

I've tried to add the dmp file, but zipped it still is 78MB, so its too big (unzipped its 225MB). Is it normal for it to be that big?
Maybe I'll find another way for me to add it.

MalwarebytesFreeze.LOG

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Posted (edited)

Hello,

Thank you for your patience.

I understand you ran a repair with the Malwarebytes Support Tool earlier. Please could you rerun the tool; only this time perform a clean reinstall using the Advanced -> Clean option.
 

YbWgqUx.png Malwarebytes Support Tool (MBST) Clean Reinstall

  • If necessary, please redownload MBST using the link below:
    http://downloads.malwarebytes.com/file/mbst
  • Once the file is downloaded, open your Downloads folder or the location of the downloaded file.
  • Double-click YbWgqUx.png mb-support-#.#.#.###.exe to run the program.
  • Click the Advanced menu on the left. Please do not click Start Repair.
  • Click the Clean button followed by Yes to proceed.
  • Upon completion, click OK to reboot your computer.
  • After the reboot, please wait for the program to reopen.
  • You will be presented with the option to install Malwarebytes for Windows. Click Yes.
  • Upon completion, Malwarebytes for Windows will automatically open.
  • Note: If installation of Malwarebytes for Windows does not commence, please let me know.


Please let me know how you get on.

Edited by LiquidTension

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Good news, Clean install worked.
I wasn't asked to reboot though, immedatly after cleanup it just asked to install the latest version of Malwarebytes.

Last time I pressed repair and I thought that actually seemed to do a clean install. Guess it did not.
When I did the repair before it did ask for a reboot tho.

Still confused about what started this bug, but happy its working now.
Thank you for your help.

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Thank you for the update.

Clean and Repair in the Malwarebytes Support Tool are very similar, except the latter backs up and restores configuration files, detection reports and other user data. We are investigating the potential correlation between your detection reports and the issue occurring.

Please let us know if you encounter any further issues.

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