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If I try to add an exception in my win 10 machine the options do not pop up and the Malearebytes screen freezes.  I then have to shut down the app through the task manager.  Any idead?

mb-check-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: 

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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:

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 on the left column
    0. UI.png
  7. Click the Gather Logs button
    17. Advanced.png
  8. A progress bar will appear and the program will proceed with getting logs from your computer
    19. System Repair Progress.png
  9. Upon completion, click a file named mbst-grab-results.zip will be saved to your Desktop. Click OK
  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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Hi @espilman,

Please carry out the "technical issues" instructions above as the file you've provided is from a legacy troubleshooting tool.

-----

Does the issue occur with every type of exclusion? If not, specifically which type of exclusion(s) do you encounter the issue with?
Do you have high contrast mode enabled in Windows?

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At the moment I have no exclusions.  If I try to add an exclusion I click on add and at that time nothing pops up on the screen (no choices) and the the program freezes.  I then have to shut the program (Malwarebytes 3) down via the task manager.  I have deleted Malwarebytes completely, reinstalled it and it does the same thing.

mbst-grab-results.zip

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Thanks for the file.

Just to confirm, is the button that triggers the Malwarebytes user interface to hang/freeze the one depicted below?

image.png.32e1aceaa9b7ce605bf95010bb8d6949.png

Do you have high contrast mode enabled in Windows?

Please do the following:

  • Reproduce the issue and wait for the Malwarebytes user interface to hang/freeze.
  • Open the Task Manager.
  • Locate the "Malwarebytes" process.
  • Right-click the process and click Create dump file.
  • Upon completion, a file named mbam.dmp will be saved to your %temp% folder.
  • To obtain the file, press the Windows Key + R on your keyboard at the same time. Type %temp% and click OK.
  • Copy the mbam.dmp file to your Desktop.
  • Right-click the mbam.dmp file and click Send to followed by Compressed (Zipped) folder.
  • Please attach the generated Zip file in your next reply.

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You are correct with the "Add Exclusions" button.  However when I try and send you the requested folder which is 86mb in size I get the message  " You are only allowed to upload 58.59mb".  What do I do now?

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Please right-click on the folder and select Copy then right-click in a convenient location such as your desktop and select Paste then once the folder has finished copying over right-click on the new copy you created and hover your mouse over Send to and select Compressed (zipped) folder then attach the resulting ZIP file to your next reply or, if it is still too large upload it to WeTransfer.com making sure to click on the circular ... button and selecting the Send as link option then copy and paste the download link into your next reply.

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I tried to add an exception in Safe Mode as you requested.  It freezes there also.  The screen looks a little different but still can not add and exception.  Thanks for your continuing assistance.

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Are you still working on my problem?  I have not heard anything from you since Monday.  Just checking.

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Thanks for your patience. Unfortunately, the dump file hasn't provided any useful information.

Let's see if we can narrow down the cause further. Given the Safe Mode results, this most likely won't have any impact, but it's still worth trying.

LtF7KGB.png Perform Clean Boot

  • Press the Windows Key + R on your keyboard at the same time. Type msconfig and click OK.
  • On the Services tab of the System Configuration dialog box, select the Hide all Microsoft services check box.
  • Click Disable all.
  • Scroll through the list and look for Malwarebytes Service. Place a checkmark next to this.
  • On the Startup tab of the System Configuration dialog box, click Open Task Manager.
  • On the Startup tab in Task Manager, for each startup item, select the item and then click Disable.
  • Close Task Manager.
  • On the Startup tab of the System Configuration dialog box, click OK and then restart the computer.
  • Log back into your normal user account.
     

After performing the clean boot, please open Malwarebytes and check if the issue still occurs.

-----

If the issue still occurs, please do the following:

uViWDv6.png Export Event Logs

  • Press the Windows Key + R on your keyboard at the same time. Type eventvwr.msc and click OK.
  • Expand Windows Logs.
  • Right-click Application and click Save All Events As.... Name the file application and click OK.
  • Repeat for Security and System.
  • Navigate to the location of the files. Highlight the three files, right-click one and click Send to followed by Compressed (zipped) folder.
  • Name the Zip file EventLogs.zip and attach the file in your next reply.

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Hello,

Thanks for the file. Were you also able to perform the clean boot? What were the results?

Please do the following:

MgeHyNE.png SFC /Scannow

  • Please download sfc_scannow.bat using the link below.
    https://malwarebytes.box.com/s/71uel6xlgciq5fitx1lq8a6jqo3ck4mi
  • Open your Downloads folder.
  • Double-click CX41PDv.png sfc_scannow.bat.
  • Note: If you are prompted by Windows SmartScreen, click More info followed by Run anyway.
  • A blue Command Prompt window will appear.
  • Upon completion, a file named 3YDDDvL.png mb-cbs-log.zip will be created on your Desktop.
  • Please attach the file in your next reply.

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OK, I am now totally confused.  I should have sent you a message yesterday but I got busy and was away from my computer.  After doing what you suggested I do on your previous communication I later in the day tried the web site in question again, just for curiosity, and was allowed in without any warnings.  I have tried this site several times since and received no warnings.  Any ideas?

However, I still can not add exclusions. I tried to download the file above but it seems to hang.  If I click on the "log in" button is asks for an employee log in.  I am going to reboot and try again.  I'll update after that.

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Thank you for the file. No issues there. We haven't had any other reports of the issue you're encountering and are unable to reproduce it, so the cause is likely something specific to your machine (third-party software configuration, hardware issue, etc).

Did you carry out the clean boot instructions from earlier? Here's a copy:

LtF7KGB.png Perform Clean Boot

  • Press the Windows Key + R on your keyboard at the same time. Type msconfig and click OK.
  • On the Services tab of the System Configuration dialog box, select the Hide all Microsoft services check box.
  • Click Disable all.
  • Scroll through the list and look for Malwarebytes Service. Place a checkmark next to this.
  • On the Startup tab of the System Configuration dialog box, click Open Task Manager.
  • On the Startup tab in Task Manager, for each startup item, select the item and then click Disable.
  • Close Task Manager.
  • On the Startup tab of the System Configuration dialog box, click OK and then restart the computer.
  • Log back into your normal user account.
     

After performing the clean boot, please open Malwarebytes and check if the issue still occurs.

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Already did this per your request last Friday.  Same result, unable to add exclusion.  Any other ideas?

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Crap, did what you asked.  Ran the tool, it appeared to run as you said it would but I still have the same problem.  When I click on add exclusions, the Malwarebytes window freezes, I am unable to do anything additional in Malwarebytes and I have to use the Task Manager to get rid of the window.  Any other ideas?  Thanks for trying.

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Please run the following for me.

 

Please run the following steps and post back the logs as an attachment when ready.

 

STEP 01

Please download AdwCleaner by Malwarebytes and save the file to your Desktop.

  • Right-click on the program and select RunAsAdmin.jpg Run as Administrator to start the tool.
  • Accept the Terms of use.
  • Wait until the database is updated.
  • Click Scan Now.
  • When finished, please click Clean & Repair.
  • Your PC should reboot now if any items were found.
  • After reboot, a log file will be opened. Copy its content into your next reply.

 

RESTART THE COMPUTER Before running Step 3

STEP 02
Please download the Farbar Recovery Scan Tool and save it to your desktop.

Note: You need to run the version compatible with your system. You can check here if you're not sure if your computer is 32-bit or 64-bit

  • Double-click to run it. When the tool opens, click Yes to disclaimer.
  • Press the Scan button.
  • It will make a log (FRST.txt) in the same directory the tool is run. Please attach it to your reply.
  • The first time the tool is run, it also makes another log (Addition.txt). If you've, run the tool before you need to place a check mark here.
  • Please attach the Additions.txt log to your reply as well.

 

Thanks

Ron

 

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BTW, after doing the above scans I still can not add exclusions.  The Malwarebytes window freezes up and I have to use task manager to get out of it.

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Can I have you temporarily uninstall your Avast antivirus. Windows 10 comes with Window Defender antivirus that is pretty good so the computer won't be without protection while we continue to investigate your issue.

Please use the Avast uninstall utility to help remove it.

https://www.avast.com/uninstall-utility

Once done, then reboot the computer one more time and run FRST again and get both new logs again.

 

Any questions please let me know

Thank you again

Ron

 

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