Microfreezes in MBAM with Ransomware and Self-Protection Enabled

[Zzyzx]

Greetings,

I am using MBAM 3.8.3.2965 with component version 1.0.625 and update package version 1.0.12563, which is showing up-to-date for me as of this post. This is on Windows 10 1809 Build 17763.737, and I have no available Windows Updates at this time.

Starting around Monday (9/16), I began to have issues with my computer just freezing for maybe 5-15 seconds every few minutes, which is very frustrating and annoying. This is definitely a very recent issue, so perhaps something was changed with an update in the last day or two; I think with the update to component version 1.0.625. I found that if I exited MBAM, the issue seemed to vanish. By process of elimination, it seems it's the ransomware protection in conjunction with the self-protection module that seems to be causing the issue, because I still have web, exploit, and malware protection enabled now with the self-protection module disabled, and everything is fine. I ran the MB support app, version 1.5.1.681 to repair MBAM, but it did not help.

I have attached the logs from the MB support tool in case they are of any help. If you need any further information, please don't hesitate to ask!

Best,

Zzyzx

mbst-grab-results.zip

[Malwarebytes]

***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 on the left column
   
   
    
7. Click the Gather Logs button
   
   
    
8. A progress bar will appear and the program will proceed with getting logs from your computer
   
   
    
9. Upon completion, a file named mbst-grab-results.zip will be found on 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:
    
       

Click "Reveal Hidden Contents" below for details on how to attach a file:
 

Spoiler

To save attachments, please click the link as shown below. You can click and drag the files to this bar or you can click the choose files, then browse to where your files are located, select them and click the Open button.

 

One of our experts will be able to assist you shortly.

 

If you are having licensing issues, please do the following: 

Spoiler

For any of these issues:

• Renewals
• Refunds (including double billing)
• Cancellations
• Update Billing Info
• Multiple Transactions
• Consumer Purchases
• Transaction Receipt

Please contact our support team at https://support.malwarebytes.com/community/consumer/pages/contact-us to get help

If you need help looking up your license details, please head here: https://support.malwarebytes.com/docs/DOC-1264 

 

Thanks in advance for your patience.

-The Malwarebytes Forum Team

 

[exile360]

Greetings,

Thank you for reporting this issue and providing the details and logs that you did.  I suspect you may be right with regards to the root cause having to do with both of those components as we're seeing multiple similar reports related to one or both of these components from other affected users.  Hopefully whatever the cause of the issue might be, the Developers will be able to track it down soon and get it fixed.

In the meantime I will alert a member of the Support team who has been working with users impacted by this issue and doing further research on the issue.

@LiquidTension here is another user impacted by the intermittent system performance issues which seem to be related to Ransomware Protection and/or the Chameleon Self-Protection driver which began to roll in early this month.

[Zzyzx]

Sorry, I misspoke slightly. I have web, exploit, malware and ransomware protection enabled, while I have the self-protection module disabled, and everything is fine.

Similarly, if I have web, exploit, malware and self-protection enabled, while I have the ransomware protection disabled, everything is fine.

It is only when both ransomware and self-protection enabled that the microfreezes/stuttering occurs.

[exile360]

Interesting, thanks.  I'll be sure to make a note of it for the Product team.

[LiquidTension]

Hi @Zzyzx,

Thanks for the report.

When the issue occurs, is the whole system frozen? Is mouse/keyboard input still possible?
Are you able to access Task Manager as the issue is occurring?
When Self-Protection and Ransomware Protection are both enabled, does this consistently occur? Can you reproduce this issue on-demand?

[LiquidTension]

Hello,

Could you install the latest component update and let us know if this addresses the issue please.

To install the update:

• Open Malwarebytes.
• Click Settings.
• Click Install Application Updates.

After the update, you should find Component Package version 1.0.627 is installed. You can confirm by viewing the About page within the Settings.

Please let us know how you get on.

[Zzyzx]

Hello @LiquidTension,

Sorry for the late reply. I didn't realize the notifications were getting marked as spam in Gmail.

This issue was only happening with both enabled, and everything was freezing, the mouse would still move, but it was otherwise unresponsive for a few seconds.

With the 1.0.627 Component Package, this issue has been resolved for me.

Thanks for your help and the quick response!

[LiquidTension]

Excellent, thank you for confirming.