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  • Staff

***This is an automated reply***


Thanks for posting in the Malwarebytes for Windows Help forum.


If you are having technical issues with our Windows product, please do the following: 


If you haven’t already done so, please run the Malwarebytes Support Tool and then attach the logs in your next reply:

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  • Staff

Hello @southcoastie - we want to see if we can get some additional logs from you.  Could you do the following:

 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.

eYuNy3K.png Collect Crash Dump

  • When the installer next crashes, wait at least 1 minute. Press the Windows Key NfsK8XE.png + R on your keyboard at the same time.
  • Copy %localappdata%\CrashDumps and paste into the Run box. Click OK.
  • A folder will open. Inside you should see a DMP file.
  • Right-click the file and click Send to followed by Compressed (Zipped) folder. This will create a ZIP file.
  • Go to WeTransfer.com in your browser. Click Add your files, navigate to %localappdata%\CrashDumps 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 an email reply.


Windows 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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Everything seems to be working fine now. After I installed the newest version, the first problem I observed is that it took much longer to load a web page (cnn.com). Then I tried to run speedtest.net and it wouldn't load. I got a message stating internet not available. I knew that wasn't accurate. I tried to change settings on malware and everything froze up. Then I shut off my computer and restarted.

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