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bellamy22

It crashes windows 10 pro

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When i did the first download i had the other version running and it crash my system, i had to go into safe mode and uninstall the whole program.

After doing the uninstall, i re-downloaded the beta test file, installed and restarted, now when trying to open the program it says server unable to reach, and it did not create a short cut either.

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Greetings,

Please do the following so that we may take a closer look at what is going on with your system:

  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 Gather Logs button, and once it completes, attach the zip file it creates on your desktop to your next reply

Thanks

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That's OK, hopefully the diagnostic logs will reveal the possible cause(s) of the issue so that the QA and Dev teams can troubleshoot the issue further.

Please let us know if you come across any further issues or info that you think might help.

Thanks

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As soon as i put my lic key into the beta is when it crashes it locks up my system if im logged in as user, but if i log in as a administrator it doesnt lock up 

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35 minutes ago, bellamy22 said:

As soon as i put my lic key into the beta is when it crashes it locks up my system if im logged in as user, but if i log in as a administrator it doesnt lock up 

You have to use an administrator account to install and configure MB.

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Does it still lock up if you activate it with your license from your admin account and then reboot and log into your admin account once more, then reboot one last time and log into your non-admin account (the extra reboot is because the service/drivers install on the first reboot after installation)?

Either way, it shouldn't be locking up; it should just show an error message or throw a UAC prompt if you're doing something from a normal/limited user account that requires admin permissions.

I'll make a note of this and add it to my report to the Product team.

Thanks

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Im scared to try it again its locking up even after i put the key in as admin, when i log into the user account (which i have admin rights im the in house IT) it locks up

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That's OK, no need to risk the stability of your system.  I will report the issue to the Product team on your behalf so that they can investigate the issue and try to replicate it.

Thank you for testing and making us aware of this issue.

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Hi @bellamy22,

Thanks for the report.

You mentioned both a crash and deadlock/hang. When this issue occurred, what exactly did you see?

  • Was the screen completely frozen?
  • Did the screen turn black?
  • Did you encounter a blue screen?
  • Was keyboard/mouse input no longer possible?
  • Does this only occur immediately after activating? What if you install the beta but do not attempt to activate your license? Do you encounter any issues over a few different Windows sessions?


Please could you provide us with the following 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.
  • Expand Applications and Services Logs in the panel on the left.
  • Expand Microsoft followed by Windows. Scroll down the list and expand CodeIntegrity.
  • Right-click Operational and click Save All Events As.... Name the file CodeIntegrity and click OK.
  • Navigate to the location of the files. Highlight the four 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.


Please provide the following files as well:

  • mbsetup.log from the user accounts in which an install was performed from
  • C:\Windows\temp\mbamiservice.log
Edited by LiquidTension

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First i deactivate the license, then i uninstall the program, Malware Bytes 3.8.3.2965 i download the Beta Version un-licensed works.

When i Activate the beta program it locks up mouse and keyboard become UN-useable i have to do a cold restart.

Then i have to login under the computer administrator and it works fine then i have to deactivate the license in order to login back in with my user account mind you i have admin rights,

and i activated the hidden administrator account in windows 10 Pro also.

If its unlicensed the beta program works the program doesn't lock my mouse or key board.

Here are the files you requested, and i went back to the Malware bytes i was using before, and will not re-down load the beta program until i know its solved.

EventLogs.zip.zip

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any word on this Malware Beta Testing issue i was having, just wondering cause i use this program on all our workstation at work.

 

Bellamy

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Hi @bellamy22,

We have a defect for what we believe is the cause of this and hope to have a fix in the next beta release.

Would you be willing to test the next beta version once it's released?

Edited by LiquidTension

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