Conflict with Intel graphics

[lgottlieb45]

In two cases now I've had to remove Malwarebytes Premium to avoid blue-screen crashes on computers running Intel HD Graphics 4600.  Any ideas?

[Malwarebytes]

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[LiquidTension]

Hello,

Thank you for reporting the issue.

To help us investigate the issue, please provide a full memory dump (%systemdrive%\MEMORY.dmp) along with further details on the issue.

• When did the blue screens start occurring?
• How often do they occur and is there any particular action that triggers them?
• Which version of Malwarebytes did you have installed?
   

The dump file can be uploaded to a file hosting service (Google Drive, OneDrive, WeTransfer.com, etc).

In addition, please carry out steps 4 and 5 in the topic linked:
https://forums.malwarebytes.com/topic/190532-having-problems-using-malwarebytes-please-follow-these-steps/

Thank you!

Edited April 4, 2019 by LiquidTension

[lgottlieb45]

Ok.  First, they started occurring a couple of weeks ago.  I may have updated either Malwarebytes or the Intel Graphics 4600 driver.  The action that triggers them is opening Outlook 365.   When I do that, Outlook opens to my email and then almost immediately the blue screen happens.  The message I see is "IRQL not_less_or_equal".  To fix this I wound up uninstalled Malwarebytes, so I don't know what version I had.  But I reinstalled Malwarebytes yesterday and the problem reappeared.

I don't know how to show %systemdrive%\MEMORY.dmp.  I have hidden files and folders checked, but I don't see the file on the root level of my hard drive.

Thanks!

[exile360]

Greetings,

It should actually be in the root of your Windows folder; usually C:\Windows and you may also have one or more minidumps under C:\Windows\Minidump, but any full memory.dmp files should be located under C:\Windows in the root of that folder, at least by default.

[lgottlieb45]

...and here's the file you requested.  Please let me know how else I can be helpful.  And how else I can continue to use Malwarebytes with this video hardware.  I have to uninstall Malwarebytes now so I can use Outlook.

I found the MEMORY.dmp file... thanks.  Where would you like me to upload (please specify).

Thanks!

mbst-grab-results.zip

[exile360]

Great, you can copy the file somewhere convenient such as your desktop and then ZIP it to compress it then upload the file to wetransfer.com and click on the round ... button and select the option to send the file as a link then once the upload completes, post the link in your next reply.

[lgottlieb45]

https://we.tl/t-DLGAhoBgPT

This should be the zipped MEMORY.dmp file.  Good luck!!

[LiquidTension]

Thanks for the information and files.

The dump is consistent with other blue screens we see when McAfee is installed and an email client (Outlook, Thunderbird, etc) is opened. This is typically fixed with a reinstallation of McAfee.

As you have McAfee Total Protection installed, please uninstall the program and verify the blue screens stop.
Afterwards, you can reinstall the McAfee product if desired and should find no further issues encountered.

[lgottlieb45]

Well I hear you.... but it didn't solve the problem.  As soon as I re-install Malwarebytes the problem recurs.  I've only seen this with this one video driver.

[LiquidTension]

To confirm, did you uninstall and then reinstall McAfee?

Please repeat the Malwarebytes Support Tool steps (#4 and #5) in the topic linked below:
https://forums.malwarebytes.com/topic/190532-having-problems-using-malwarebytes-please-follow-these-steps/

Edited April 8, 2019 by LiquidTension

[lgottlieb45]

Well I’ll be! I uninstalled and then reinstalled MacAfee what LiveSafe and now everything works. Thank you so much!

[LiquidTension]

Thanks for the update. I'm glad to hear all is now well.

Let us know if there's anything else we can help with.