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MSimm1

MB System Tray App Stopped Working

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Good morning,

The Malwarebytes System Trap Application stopped working, either during or after a system scan.

This has happened twice over the past few weeks, first time was 15 Sep 2019, then using MB 3.8.3.2965 Component package 1.0.625.

I ran MB Support Tool 1.5.1 Clean function and that fixed the problem, so no logs were gathered

This morning it happen again, but have since upgraded the component package to 1.0.627, which was installed on top of 1.0.625.

Rather than cleaning and reinstalling MB, I wish to know what happened

Here is the Event Details: 

Source
Malwarebytes Tray Application

Summary
Stopped working

Date
‎9/‎29/‎2019 7:53 AM

Status
Report sent

Description
Faulting Application Path:    C:\Program Files\Malwarebytes\Anti-Malware\mbamtray.exe

Problem signature
Problem Event Name:    APPCRASH
Application Name:    mbamtray.exe
Application Version:    3.1.0.1840
Application Timestamp:    5d5c13ae
Fault Module Name:    Qt5Core.dll
Fault Module Version:    5.11.1.0
Fault Module Timestamp:    5cba0161
Exception Code:    c0000005
Exception Offset:    0018dc19
OS Version:    10.0.18362.2.0.0.256.48
Locale ID:    1033
Additional Information 1:    5547
Additional Information 2:    5547d790b608fe2d29dc6933760179e3
Additional Information 3:    af99
Additional Information 4:    af99c998f2d667662a48acb41706baba

Extra information about the problem
Bucket ID:    edd4c9e717c7aefde3f1cad3fa6c7fe7 (1437152767896223719)u

Source
Malwarebytes Tray Application

Summary
Stopped working

Date
‎9/‎29/‎2019 7:53 AM

Status
Report sent

Description
Faulting Application Path:    C:\Program Files\Malwarebytes\Anti-Malware\mbamtray.exe

Problem signature
Problem Event Name:    APPCRASH
Application Name:    mbamtray.exe
Application Version:    3.1.0.1840
Application Timestamp:    5d5c13ae
Fault Module Name:    Qt5Core.dll
Fault Module Version:    5.11.1.0
Fault Module Timestamp:    5cba0161
Exception Code:    c0000005
Exception Offset:    0018dc19
OS Version:    10.0.18362.2.0.0.256.48
Locale ID:    1033
Additional Information 1:    5547
Additional Information 2:    5547d790b608fe2d29dc6933760179e3
Additional Information 3:    af99
Additional Information 4:    af99c998f2d667662a48acb41706baba

Extra information about the problem
Bucket ID:    edd4c9e717c7aefde3f1cad3fa6c7fe7 (1437152767896223719)

MB Support Logs: 

Thank you for your time

mbst-grab-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: 

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

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  7. Click the Gather Logs button

    mbst_advanced_gather_logs.jpg
     
  8. A progress bar will appear and the program will proceed with getting logs from your computer

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  9. Upon completion, a file named mbst-grab-results.zip will be found on your Desktop. Click OK

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  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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Completely forgot I placed the 15 Sep 2019 logs on a thumb drive

Here's the Event Details:

Source
Malwarebytes Tray Application

Summary
Stopped working

Date
‎9/‎15/‎2019 5:41 AM

Status
Report sent

Description
Faulting Application Path:    C:\Program Files\Malwarebytes\Anti-Malware\mbamtray.exe

Problem signature
Problem Event Name:    APPCRASH
Application Name:    mbamtray.exe
Application Version:    3.1.0.1840
Application Timestamp:    5d5c13ae
Fault Module Name:    Qt5Core.dll
Fault Module Version:    5.11.1.0
Fault Module Timestamp:    5cba0161
Exception Code:    c0000005
Exception Offset:    0018dc19
OS Version:    10.0.18362.2.0.0.256.48
Locale ID:    1033
Additional Information 1:    e403
Additional Information 2:    e403ea4b609c49b648476b784c52d85d
Additional Information 3:    4bca
Additional Information 4:    4bca8fa86055a9d758f88f328b2bf5ef

Extra information about the problem
Bucket ID:    edd4c9e717c7aefde3f1cad3fa6c7fe7 (1437152767896223719)

Logs from Component Package 1.0.625

 

mbst-grab-results.zip

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Thanks for the report. We'll need to collect additional information after the the crash occurs again in order to determine the cause of this.

For now, please carry out the steps below, which will allow us to obtain this additional information.

  • Open Malwarebytes.
  • Click Settings.
  • Enable the Event Log Data setting.


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.


-----

When the crash next occurs, please do the following:

  • 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.
  • You should see a folder named CrashDumps. Right-click this file, click Send to followed by Compressed (Zipped) folder.
  • Copy the Zip file to your Desktop, upload it to a file hosting service of your choice and provide a download link in your reply.


In addition:

  • Export your full System and Application event logs, zip up the files and attach.
  • Rerun the Malwarebytes Support Tool -> Advanced -> Gather Logs and attach the new mbst-grab-results.zip.

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Ran your script twice and I'm not finding any folder or file named CrashDump / Crash Dump

First attempt at running the script. I received Windows Defender is protecting your system, selected Run Anyway

First & Second attempt the I got a green background elevated Cmd box  Enable User Mode Crash Dumps v2.0

 

I even searched the entire C Drive without success 

Annotation 2019-09-30 085228.png

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Hello,

The script is just enabling automatic creation of dumps when an application crashes.

From here, please reproduce the MBAMTray crash of wait for it to occur naturally. When it does, you should find the CrashDumps folder in %localappdata%.

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Thank you, LiquidTension

Got it, will run a scan to see if it reproduces.

Just another note: the "Stopped Working" errors seem to only occur whenever a component package or program version update is copied over the existing version, using the "Install Application Updates" 

If you run the Support Tool Clean function and remove the old version first, then allow the Support tool to install the new version, or manually install it from the download file.

No errors occur, so my best guess is the Install Applications Updates in the GUI is causing the problem, by not correctly updating or corrupting something in the program

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Hi @MSimm1,

Thanks for the information. We'll see if this is reproducible.

In the meantime, please let us know if you encounter the issue again with a different scenario.

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I ran my 6 October Sunday Scan and the problem didn't not occur, but this morning 13 October Scan it did

 

Source
Malwarebytes Tray Application

Summary
Stopped working

Date
‎10/‎13/‎2019 8:32 AM

Status
Report sent

Description
Faulting Application Path:    C:\Program Files\Malwarebytes\Anti-Malware\mbamtray.exe

Problem signature
Problem Event Name:    APPCRASH
Application Name:    mbamtray.exe
Application Version:    3.1.0.1840
Application Timestamp:    5d5c13ae
Fault Module Name:    Qt5Core.dll
Fault Module Version:    5.11.1.0
Fault Module Timestamp:    5cba0161
Exception Code:    c0000005
Exception Offset:    0018dc19
OS Version:    10.0.18362.2.0.0.256.48
Locale ID:    1033
Additional Information 1:    8c53
Additional Information 2:    8c536d1d6464d0857923512dd1020fab
Additional Information 3:    6c92
Additional Information 4:    6c9234d51fddc0138193a9a19c57fdd7

Extra information about the problem
Bucket ID:    edd4c9e717c7aefde3f1cad3fa6c7fe7 (1437152767896223719)

I have gathered a fresh set of logs and have included the Crash Dump File

 

mbst-grab-results.zip mbamtray.exe.6188.zip

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Hi @MSimm1,

Could you verify if the crash still occurs with our latest Malwarebytes version 4 please.

To do so:

  • Open Malwarebytes.
  • Click Settings.
  • Enable the Beta Updates setting.
  • Scroll back up and click Install Application Updates.
  • Follow the prompts to install the Malwarebytes version 4 beta.


Once installed, please verify if the MbamTray crash still occurs. If it does, please zip up and provide the latest crash dump (from the %localappdata%\CrashDumps folder).

Thank you!

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I have installed MB 4.0.2.44 Component Package 1.0.690 over top MB 3.8.3.2965 Component Package 1.0.629

Ran a scan with Updates, once I figured out the new layout LoL

No errors occurred, but will run another scan after a few system restarts, both Hot Start & Cold Start

Also, I have System Fast Boot Disabled, one the first things I did with Windows 10

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Was running MB 4.0.2.44 Component Package 1.0.690 with numerous system startups, restarts  and scans with no issues / errors at all

Just upgraded to MB 4.03.48 Component Package 1.0.690 and will run a scan after I close everything down, but I do believe everything will check out

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You weren't alone OP.  For about three or four weeks the (MB 3.8.3.2965 Component package 1.0.627)malwarebytes tray app was also crashing whenever I ran a threat scan for some reason. Was this issue identified?

I've been using the Malwarebytes 4 Beta the past 5 days like LiquidTension suggested and I haven't seen any crashes during scans.

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On 10/28/2019 at 12:08 PM, Sfrush said:

You weren't alone OP.  For about three or four weeks the (MB 3.8.3.2965 Component package 1.0.627)malwarebytes tray app was also crashing whenever I ran a threat scan for some reason. Was this issue identified?

I've been using the Malwarebytes 4 Beta the past 5 days like LiquidTension suggested and I haven't seen any crashes during scans.

I've been on Beta MB 4.03.48  with no errors and just updated to Component Package 1.0.717, also error free

It did seem like with MB 3.8.3, whenever a program or component package update, either the malwarebytes service or the Malwarebytes Tray Application wasn't stopped during the upgrade.

Which was causing the errors. It doesn't seem to be the case with the Beta versions...so far.

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