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chantal11

[Solved] Windows 10 version 1909 unusable with MBAM 4.0 enabled

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Hi,

My PC has become unusable when MBAM Premium 4.0 protection is activated (Windows 10 Pro - version 1909)

I have no other antivirus than Windows Defender.

Applications take several minutes to open.
Whatever the browser (Firefox is my default browser), pages are very long to open, Firefox freezes most of the time.
The task manager often indicates a 100% processor with a maximum on "System interruptions".

Malwarebytes blocks on an update or scan, I am forced to interrupt the process.

My PC only works normally when Malwarebytes is disabled or uninstalled!

I uninstalled MBAM and then reinstalled..... no change.
I used the "Clean" option of the Support Tool and then reinstalled..... no change.

I never had any problems with Malwarebytes premium before, I use it from the beginning of the application and always on this PC without any conflict before.

What is going on ?

 

Attached are the "Gather Logs" of the Support Tool

 

Thanks for a help.

 

 

mbst-grab-results.zip

2019-11-24_18-22-11.jpg

2019-11-25_15-23-28.jpg

Edited by chantal11

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***This is an automated reply***

Hi,

Thanks for posting in the Malwarebytes for Windows Help forum.

 

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

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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.

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  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

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  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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Hi @chantal11,

Thanks for the report.

Could you try disabling the 4 Real-Time Protection modules one at a time and check what impact this has. Is there a particular Real-Time Protection module that is responsible?

We'll need a memory dump and debug logging from Malwarebytes Service whilst the machine is in the issue state. Please do the following:

  • Open Malwarebytes.
  • Click Settings.
  • Turn the, "Event log data" setting on.
     

Afterwards, quit Malwarebytes (notification area icon -> Quit Malwareytes) and ensure the computer is functioning normally. Then proceed with the steps below.

  • Please download run_procdump.bat using the link below.
    https://malwarebytes.box.com/s/e127cj2ppb2lq6njf67li2gls3kbfz24
  • Open your Downloads folder.
  • Double-click CX41PDv.png run_procdump.bat. Click Yes if prompted by AVOiBNU.jpg User Account Control.
  • Note: If you are prompted by Windows SmartScreen, click More info followed by Run anyway.
  • A blue window will appear.
  • When prompted to reboot, type Y into the window and press Enter on your keyboard.
  • After your computer has rebooted, please do the following:
    • Reproduce the issue state.
  • Once done, open your Downloads folder and double-click the run_procdump.bat file once more.
  • Upon completion, a file named HSPwQfy.png memorydump.zip will be saved to your Desktop. Please attach the file in your next reply.
  • Note: If the file is too large, you will be provided instructions to upload the file to a file hosting website (wetransfer.com).


Please respond back with the following:

  • Results of testing which Real-Time Protection module is responsible.
  • The zipped up memory dump.
  • New Malwarebytes Support Tool logs (rerun the tool -> Advanced -> Gather logs).

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Hi,

Quote

Could you try disabling the 4 Real-Time Protection modules one at a time and check what impact this has. Is there a particular Real-Time Protection module that is responsible?

Yes, it is the Malware and PUP protection that is involved when it is activated.

 

Quote

Turn the, "Event log data" setting on

It is done.

 

Quote

Afterwards, quit Malwarebytes (notification area icon -> Quit Malwareytes) and ensure the computer is functioning normally. Then proceed with the steps below.

I had a lot of trouble doing the last part, with the problem reproduced.
The.bat did not produce a memorydump.zip file, only a log file.
I attach the 2 log files obtained corresponding to the 2 executions of the bat file.

 

Quote

New Malwarebytes Support Tool logs (rerun the tool -> Advanced -> Gather logs).

New Gather logs attached

 

 

Note when the Malware and PUP protection is enabled then disabled, it remains enabled in the options in the systray compared to the interface of the application. Screenshot attached

The planned analysis runs indefinitely, I have to interrupt it.

 

Thanks for the help,

 

 

 

2019-11-26_11-42-49.jpg

2019-11-25_22-05-04.jpg

2019-11-26_13-57-18.jpg

procdump-log-1.txt procdump-log-2.txt mbst-grab-results.zip

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Thank you for the update.
 

Quote

Yes, it is the Malware and PUP protection that is involved when it is activated.

To confirm, when Malware Protection is enabled, you experience issues with Firefox (and Windows in general) locking up/functioning correctly?
You're also experiencing an issue with scans not completing. Does this consistently occur, even with Malware Protection disabled?

What type of scan are you running? Manual or scheduled and Threat, Custom or Hyper? Does it occur with all scan types?

Does performing a clean boot (with Malwarebytes Service left enabled/checked) have any impact? https://support.microsoft.com/en-gb/help/929135/how-to-perform-a-clean-boot-in-windows
 

1 hour ago, chantal11 said:

I had a lot of trouble doing the last part, with the problem reproduced.

The issue was with detecting your OS version. I've sent you an alternative set of instructions to generate a memory dump.

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Hi,

 

Quote

To confirm, when Malware Protection is enabled, you experience issues with Firefox (and Windows in general) locking up/functioning correctly?

When Malware and PUP protection is enabled, nothing works normally anymore, neither Firefox (opening the browser or a very long tab), nor any other browser. Windows is slowed down, applications take several minutes to open (Malwarebytes, Skype, Snagit, OneNote, Word, etc.)

 

 

Quote

You're also experiencing an issue with scans not completing. Does this consistently occur, even with Malware Protection disabled?

 Yes, even when Malware and PUP protection is disabled

 

 

Quote

What type of scan are you running? Manual or scheduled and Threat, Custom or Hyper? Does it occur with all scan types?

Schedule Threat Scan blocks on system files
Schedule Quick Scan blocks on the search for updates

 

 

Quote

Does performing a clean boot (with Malwarebytes Service left enabled/checked) have any impact? https://support.microsoft.com/en-gb/help/929135/how-to-perform-a-clean-boot-in-windows

I do it by following and I post the answer

 

 

Quote

The issue was with detecting your OS version. I've sent you an alternative set of instructions to generate a memory dump.

I replied and sent the dump file

 

Thank You,

Edited by chantal11

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Quote

Does performing a clean boot (with Malwarebytes Service left enabled/checked) have any impact? https://support.microsoft.com/en-gb/help/929135/how-to-perform-a-clean-boot-in-windows

I followed all the instructions for a minimal restart (clean boot)  (with Malwarebytes Service left enabled/checked)  and the problem is still there.

 

Thank you,

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Hello @chantal11

 

Let me have you run the following procedures so that we can try to get a memory dump of what is currently going on when the program isn't working as expected.

Please note that it is currently a Holiday in the US and many workers will not be back to work until Monday. As such there will be an increased delay due to amount of new requests for support.

 

  1. First - reboot the computer and make sure Malwarebytes 4 is not currently in a hung or frozen state. Temporarily disable any other security software and re-enable it once done.
  2. Open Malwarebytes and go to Settings -> General - and enable Event log data

    image.png
     
  3. Open Malwarebytes and go to Settings -> Security -> scroll to Windows startup and click the Advanced link and disable the self-protection module

    image.png
     
  4. Download the following Procdump.zip file: Procdump.zip from Box 
  5. Right click on procdump.zip and then choose properties
  6. In the window that pops up, click the unblock entry near the bottom and then click OK

    image.png
     
  7. Extract procdump.zip (it will create a new folder)
  8. Run Malwarebytes 4 and perform the scan that is exhibiting the issue and wait until it is in the failed state
  9. Open the folder where the files were extracted from procdump.zip
  10. Right click "5 - mbamservice_memory" and select Run as administrator 
  11. Wait 10-30 seconds and then the black window should go away
  12. There should be a new file in the folder that ends with .dmp (How to show file extensions in Windows 10)
  13. Right click the DMP file and choose Send to -> Compressed (Zipped) folder
  14. Reply with the dump file attached to your post
  15. Run the MBST tool again and grab a new set of logs and post those back as well - Upload Malwarebytes Support Tool logs manually 
  16. Let us know what type of scan was run (Threat vs Custom, scheduled vs manual) 
  17. Disable the Event log data from Step 2 at this time

Thank you

 

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Hello,

Thank you for the answer.
I will not bore the team on this Thanksgiving Weekend

I apply the procedure indicated at the beginning of next week and post the result.

Thanks and have a nice week end,

@+




 

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Hello @chantal11

Thank you for your humble and appreciated considerations which are so rare these days.

I'm following up and wanted to add the following to see if it helps or not.

 

Can you please add exclusions for the following folders.

%programdata%\Microsoft\Network\Downloader
%systemroot%\system32\config

If you need help with doing that please let me know.

Then run a new scan and let me know if there are any issues with the scan.

Thank you again

 

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Hello @chantal11

I finished building a new Windows 10 test box and ran the test on my system. It looks like I provided an older method that no longer works on the 4.x version and Windows 10. I'm working with our internal team to update a newer process method that will run for us.

Hopefully we'll have newer instructions soon.

 

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Just for you to know that this is not a lonely case, I have exactly the same problem here :(

At login, I am experiencing one or many of this issue at the same time (depending of ... luck)

- Sometimes I am connected to a temporary desktop right after login
- Computer is extremely slow due to Malwarebytes eating lot of resources
- I cannot do a simple "ping" on the local network (which is why nothing works correctly in windows, even if it says that the network is well connected)

Workaround found so far : I have disabled the real time protections

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Hi,

@AdvancedSetup

Thanks for the follow-up.

I hope to be able to do the tests requested this afternoon.

In fact, on my PC, there are two problems with Malwarebytes:

 

1- If Malware protection is enabled, the system is very slow, applications take several minutes to open, including Malwarebytes, pages in a browser are difficult to open, most often on a black page.
Other protections (Web, Anti-ransomware and exploits) do not pose any problem when they are activated.

 

2- No analysis is completed, neither manual nor planned:
- a threat analysis blocks and runs indefinitely on the "File System Analysis" part
- a quick scan blocks and runs indefinitely on the "Check for updates" part

 

 

Quote

 

Can you please add exclusions for the following folders.


%programdata%\Microsoft\Network\Downloader

%systemroot%\system32\config

If you need help with doing that please let me know.

Then run a new scan and let me know if there are any issues with the scan

 

These 2 folders have been excluded, but this has not changed Malwarebytes' behavior.

 

Thanks,

 

@+

 

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Hello @chantal11  

Allow me to make 2 suggestions to see if they help you along.   The first is to insure the Malwabytes for windows is up-to-date as concerns component package 1.0.770

Start Malwarebytes for Windows.

Click the settings  ( gear icon ) on the top bar.

Then on the General tab, click on the button Check for Updates    {  vérifier les mises à jour }

If you see a prompt for Updates, please follow the prompts.

Then  when completed, click on the About tab.    Then confirm that you see  Component package 1.0.770

 

.

The second thing regards Windows Defender on your Windows 10.   I presume you do wish to have it on & active.

In the Settings section of Malwarebytes,  click on the tab " Security"

and scroll down to Windows Security Center.    On the next line,  click to OFF   ( set to left ) "Always register Malwarebytes in the Windows Security Center".

That choice is binary.  One sets it to off so that Windows Defender of Windows 10 is set to on.

A Windows Restart at this point is recommended.

Let us know if this helps out.

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@chantal11   

Thank you for the screen shots.  I notice that the "Version de pack de mise a jour"  {  Update package version }  shows as 1.0.0  which is not the right one.
It should be more like 1.0.15736  or higher

Please try uninstalling and reinstalling Malwarebytes for Windows using the Malwarebytes Support tool. 

Uninstall and reinstall using the Malwarebytes Support Tool
https://support.malwarebytes.com/docs/DOC-2674

Please have lots of patience with the tool.  The first phase is a cleanup and does require a Windows Restart.
After the Restart, it may take 2 - 3 - 4 minutes till the Support tool screen shows up.   Please be patient and have faith.  Wait for it, whatever it takes.
The 2nd phase is where it offers to do a new Install.

Let me know if this run clears up the issue or not.

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@Maurice Naggar

There, it's done.

2019-12-05_17-16-17.jpg

 

Malware Protection is also activated, I'll see how it looks in an hour or two.

 

@+

Edited by chantal11

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Hello,

@AdvancedSetup

So my problem persists.
As soon as the malware protection is activated, the system becomes unusable. Strong slowdown, applications are difficult to open after several minutes, so are browser pages.

I also launched a threat analysis that was blocked on "Check for updates".

I followed the steps of the procedure indicated in this message step by step.
No dump file were generated.
Attached are the requested logs.

Thanks,

 

mbst-grab-results.zip

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Hello @chantal11

I'm very sorry but so far we're still unable to determine what is causing this issue. You may wish to revert back to the 3.8.3 version while we continue to analyze what is causing this issue.

The current KB articles will help you to set version 3.x from updating to 4.x for now

Constant upgrade notifications in Malwarebytes for Windows v3
https://support.malwarebytes.com/docs/DOC-2465

Turn off upgrade notifications in Malwarebytes for Windows v3
https://support.malwarebytes.com/docs/DOC-2142

MB3.x download link
https://downloads.malwarebytes.com/file/mb3-windows-legacy


Thank you

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Hello,

 

Thank you for your answer,

It is not my practice to downgrade to an earlier version, as an Insider I am used to the malfunctions that can occur with applications or the system.
I have stabilized my Windows 10 by disabling malware protection (I am a very careful user), the other protections are enabled and I do some manual scans, even if they are not finalized, the system is still checked.

I don't have time to do a new installation of Windows, I will wait for the situation to change for Malwarebytes.

Please keep me informed if a solution is found for this type of problem.

@+

 

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Thank you again @chantal11 very good to have users such as yourself helping us out.

 

We have released a new CU2 beta update that does address several issues. Can you please temporarily disable all other security software.

Please set Malwarebytes to download beta versions. Then check for updates, it should update, then reboot the computer and try a scan and let me know if that corrects the issue or not.

image.png

 

After the update you should have the following or newer updates.

 

image.png

Thanks

 

 

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