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Crashes after update


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***This is an automated reply***

Hi,

Thanks for posting in the Malwarebytes 3 Help forum.

 

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Looks like something went wrong during our upgrade.  I suggest you do a clean re-install to get fixed up.

Using the same support tool you used to collect the logs..

Go to the Advanced Section, and Choose Clean

 

After your perform these steps and reboot your computer if your still having issues let us know.

 

 

Thank you

 

Edited by Firefox
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There appear to be a lot of leftovers from an older 2.x version of Malwarebytes.  Those likely need to be removed in order for the new version to work properly.

Please do the following and it will hopefully clear out what remains of that older Malwarebytes installation:

  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 when prompted, do NOT allow it to reinstall Malwarebytes yet.  We need to make certain that old version is gone first.

Next, please do the following:

  1. Run the Malwarebytes Support Tool
  2. Accept the EULA and click Advanced tab on the left (not Start Repair)
  3. Click the Gather Logs button, and once it completes, attach the zip file it creates on your desktop to your next reply; again, please don't try reinstalling Malwarebytes yet, we need to see the logs first to make sure that all those older entries and files are gone.

Thanks

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OK, using Task Manager please create a memory dump of the crashing process; you'll find instructions on how to do so here.  Be sure to select the option at the bottom of Task Manager to Show processes from all users and get a memory dump for the crashing process (most likely either MBAMService.exe or mbam.exe) and then locate the dump which will be created in a temp folder and copy it to a convenient location such as your desktop and then right-click on it and hover your mouse over Send to and select Compressed (zipped) folder and attach the resulting ZIP file to your next reply.  I'll ping a member of the Malwarebytes Support team to take a look.

@LiquidTension would you mind taking a look please?

Thanks

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It looks like mbam.exe is crashing when it's launched. Given the process is crashing (as opposed to hanging), you might find it difficult to generate a dump using Task Manager. Instead, you can enable automatic creation of dump files for application crashes using the steps below.

MgeHyNE.png Enable User Mode Crash Dumps

  • Please download enable_crash_dumps.bat using the link below.
    https://malwarebytes.box.com/s/eug9gmk7i1xqeugb0xobjlqcsfb4uv1e
  • Open your Downloads folder.
  • Right-click CX41PDv.png enable_crash_dumps.bat and select AVOiBNU.jpg Run as administrator to run the file.
  • Note: If you are prompted by Windows SmartScreen, click More info followed by Run anyway.
  • A black Command Prompt window will appear. Upon completion, press any key to exit.
  • Once done, please reproduce the issue you're experiencing.
     

Once done, reproduce the issue by attempting to opening Malwarebytes. Then wait at least a minute and carry out the following steps:

eYuNy3K.png
Collect Crash Dump

  • Press the Windows Key NfsK8XE.png + R on your keyboard at the same time.
  • Copy %localappdata% and paste into the Run box. Click OK.
  • A folder will open. Inside you should see a folder named CrashDumps
  • Right-click the CrashDumps folder and click Send to followed by Compressed (Zipped) folder. Move the created Zip file to your Desktop.
  • Go to WeTransfer.com in your browser. Click Add your files, navigate to your Desktop and double-click the Zip file.
  • Click (...) and select the link radio button under Send as.
  • Click Transfer.
  • Upon completion, copy the download link and include it in a post.
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