n6dcr Posted December 17, 2019 ID:1351223 Share Posted December 17, 2019 I'm getting a blank white box after upgrading to 4.0.4, also get a blank white box when I download and install the support tool Windows 10 Pro Link to post Share on other sites More sharing options...
Staff Malwarebytes Posted December 17, 2019 Staff ID:1351224 Share Posted December 17, 2019 ***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: 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. Download Malwarebytes Support Tool Once the file is downloaded, open your Downloads folder/location of the downloaded file 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. Place a checkmark next to Accept License Agreement and click Next You will be presented with a page stating, "Get Started!" Click the Advanced tab on the left column Click the Gather Logs button A progress bar will appear and the program will proceed with getting logs from your computer Upon completion, a file named mbst-grab-results.zip will be found on your Desktop. Click OK 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 Link to post Share on other sites More sharing options...
Maurice Naggar Posted December 17, 2019 ID:1351225 Share Posted December 17, 2019 Hi. Sorry to see this trouble. Be very sure to RESTART this Windows. That is going to help. I would like to have you run a report tool known as FRST. This has no personal information. It is a well-known & widely used & safe. Please follow the steps below to run FRST. 1: Please download FRST from the link below and save it to your desktop:"Download link for 32-Bit version Windows""Download link for 64-Bit Version Windows"Please wait and look toward the top or bottom of your browser for the option to Run or Save. Click Save to save the file version compatible with your system. If you are not sure which version applies to your system download both of them and try to run them. Only one of them will run on your system, that will be the right version.Run report with FRST Right-click on FRST icon and select Run as Administrator to start the tool , and reply YES to allow it to proceed and run. _Windows 8 or 10 users will be prompted about Windows *SmartScreen protection* - click line More info information on that screen and click button Run anyway on next screen._ Click YES when prompted by Windows U A C prompt to allow it to run. Note: If you are prompted by Windows SmartScreen, click More info & followup & choose Run anyway. Approve the Windows UAC prompt on Windows Vista and newer operating systems by clicking on Continue or Yes. Click Yes when the* disclaimer* appears in FRST. The tool may want to update itself - in that case you'll be prompted when the update is completed and ready to use. Make sure that Addition options is *checked* - the configuration should look exactly like on the screen below (do not mark additional things unless asked). Press Scan button and wait.The tool will produce 2 logfiles on your desktop: FRST.txt , Addition.txt Click OK button when it shows up. Close the Notepad windows when they show on screen. The tool saves the files. Please attach these 2 files to your next reply. Thank you. Link to post Share on other sites More sharing options...
n6dcr Posted December 17, 2019 Author ID:1351226 Share Posted December 17, 2019 Files attached, I have restarted multiple times, thanks FRST.txt Addition.txt Link to post Share on other sites More sharing options...
Maurice Naggar Posted December 17, 2019 ID:1351232 Share Posted December 17, 2019 Thank you for the reports. I see that Malwarebytes for Windows version 4.0.4.49 is installed and running. I also see that McAfee Total Protection version 16.0 R22 is installed and running. Lets see if you can set McAfee to treat Malwarebytes as a trusted application. You need to find where McAfee allows you to specify trusted applications. These are components of Malwarebytes that need to be trusted. These are EXE files & located in folder C:\Program Files\Malwarebytes\Anti-Malware Assistant.exe IG.exe Malwarebytes_assistant.exe Mbam.exe MBAMInstallerService.exe MBamPt.exe MBAMService.exe Mbamtray.exe Mbamwow.exe mbamWsc.exe . . Doing the above will help to insure there is no conflict between the two apps. . . On a separate thing: Windows System Restore is disabled on this machine. Please see about insuring to have it turned ON. See https://www.tenforums.com/tutorials/4533-turn-off-system-protection-drives-windows-10-a.html Link to post Share on other sites More sharing options...
n6dcr Posted December 17, 2019 Author ID:1351237 Share Posted December 17, 2019 I installed McAfee after I had issues with the blank screen and thought I wasn't protected so that shouldn't be the issue, but I added all those, configured system restore, restarted my laptop and still the same thing. Link to post Share on other sites More sharing options...
Maurice Naggar Posted December 17, 2019 ID:1351238 Share Posted December 17, 2019 I regret to read that the same issue is repeating. See about reducing the "auto started applications" that auto-start with Windows. Just only have the must-haves. See https://support.microsoft.com/en-us/help/929135/how-to-perform-a-clean-boot-in-windows Question: Ara you saying you installed McAfee as a test ? that it is not paid for ? If Yes, then I would suggest to uninstall MCAFEE & reboot the system. Link to post Share on other sites More sharing options...
Porthos Posted December 17, 2019 ID:1351242 Share Posted December 17, 2019 1 hour ago, n6dcr said: restarted my laptop and still the same thing. I see you have a Dell Lattitude e6410 Be sure your bios and Video driver is up to date. https://www.dell.com/support/home/us/en/19/product-support/product/latitude-e6410/drivers Link to post Share on other sites More sharing options...
n6dcr Posted December 17, 2019 Author ID:1351245 Share Posted December 17, 2019 I will try that a little later, McAfee is a licensed copy I get for free from COX cable for being a subscriber, yes, I installed it when my premium MWB stopped working, I wanted something while trying to get this to work, I have another e6410 and it works fine on that one, all drivers are up to date Link to post Share on other sites More sharing options...
Porthos Posted December 17, 2019 ID:1351246 Share Posted December 17, 2019 13 minutes ago, n6dcr said: I have another e6410 and it works fine on that one, all drivers are up to date Just going by what is in the logs. It has already corrected an issue with another Dell today. Link to post Share on other sites More sharing options...
Porthos Posted December 17, 2019 ID:1351247 Share Posted December 17, 2019 14 minutes ago, n6dcr said: I wanted something while trying to get this to work, Windows Defender would have been just fine. Link to post Share on other sites More sharing options...
davei1 Posted December 19, 2019 ID:1351763 Share Posted December 19, 2019 This looks like the Hardware Acceleration problem that affected three of my computers after updating to MB 4.x. The solution was to run the batch file provided by MB Staff to disable the hardware acceleration. MB Staff advised future versions of MB 4.x will allow the disabling of this. If you don't have an updated video driver available (Like me) or an updated driver does not work I would suggest you obtain the batch file to disable the hardware acceleration from MB Staff. (Liquid Tension) This fixed the display issue with MB 4.x on three of my older machines that did not have an updated video driver option. Link to post Share on other sites More sharing options...
exile360 Posted December 19, 2019 ID:1351769 Share Posted December 19, 2019 I was thinking the same thing. Depending on which graphics chip this laptop is using (I find info online that some models were shipped with Nvidia dedicated graphics while others had only the Intel integrated graphics), there might be newer graphics drivers available from Intel and/or Nvidia (newer than what is hosted on Dell's support website). Link to post Share on other sites More sharing options...
Porthos Posted December 19, 2019 ID:1351789 Share Posted December 19, 2019 1 hour ago, davei1 said: This looks like the Hardware Acceleration problem that affected three of my computers after updating to MB 4.x. The OP has a Dell I am very familiar with and know there is both an updated bios and Video driver that will fix the issue. Link to post Share on other sites More sharing options...
n6dcr Posted December 19, 2019 Author ID:1351792 Share Posted December 19, 2019 Bios is A17, and video driver for Nvidia is also up to date, I've already double checked those, still not working as I mentioned already Link to post Share on other sites More sharing options...
Porthos Posted December 19, 2019 ID:1351793 Share Posted December 19, 2019 5 minutes ago, n6dcr said: Bios is A17, and video driver for Nvidia is also up to date, I've already double checked those, still not working as I mentioned already Could you try setting a couple of QT environment variables and check if the issue still occurs or not? To set the environment variables, ensure the Malwarebytes UI is closed and run the following batch file as administrator: https://malwarebytes.box.com/s/hbxc3vcb8spn2dv6qvnrrtumvrb8iv36 "SUCCESS: Specified value was saved." should be outputted twice. After running the batch file, check if the Malwarebytes UI will open normally. If it doesn't, reboot and check again. Link to post Share on other sites More sharing options...
Porthos Posted December 19, 2019 ID:1351795 Share Posted December 19, 2019 9 minutes ago, n6dcr said: video driver for Nvidia is also up to date By the way, It is the Intel driver that is the issue not your Nvidia one. They are separate. Link to post Share on other sites More sharing options...
exile360 Posted December 19, 2019 ID:1351802 Share Posted December 19, 2019 Unfortunately the newest driver I could find for that particular Intel integrated graphics chipset was this one which does not appear to support Windows 10. The system appears to use an old Intel 620M CPU which is a 1st gen core processor (the immediate successor to the Core2 series chips known as Arrandale). Link to post Share on other sites More sharing options...
Porthos Posted December 20, 2019 ID:1351805 Share Posted December 20, 2019 2 minutes ago, exile360 said: Unfortunately the newest driver I could find for that particular Intel integrated graphics chipset was this one which does not appear to support Windows 10. The system appears to use an old Intel 620M CPU which is a 1st gen core processor (the immediate successor to the Core2 series chips known as Arrandale). I have about 4 of those owned by clients and all work fine with MB4. Only difference is (not that it should matter) is my clients do not use McAfee. Sometimes with some older systems you just have to uninstall the Intel driver and let Windows use its own driver. Not saying that will fix this system. Very common with older AMD graphics. Again not applicable to this system, just putting it out there for you Exile. Link to post Share on other sites More sharing options...
exile360 Posted December 20, 2019 ID:1351816 Share Posted December 20, 2019 Yes, I'm sure there are a few drivers out there for this chipset. Between Intel and Microsoft they tend to have a large catalog of releases for older gen IGP chipsets so it's likely just a matter of finding the right one. Link to post Share on other sites More sharing options...
n6dcr Posted December 20, 2019 Author ID:1351825 Share Posted December 20, 2019 Ran command, re-launched still same, rebooted, still the same Link to post Share on other sites More sharing options...
n6dcr Posted December 20, 2019 Author ID:1351827 Share Posted December 20, 2019 Just a side note, I have another E6410 that is exactly the same and it works fine on that one, all the drivers are the same, McAfee has been removed also that I had installed that you had questioned earlier Link to post Share on other sites More sharing options...
Porthos Posted December 20, 2019 ID:1351840 Share Posted December 20, 2019 3 hours ago, n6dcr said: Just a side note, I have another E6410 that is exactly the same and it works fine on that one, all the drivers are the same, McAfee has been removed also that I had installed that you had questioned earlier Download Malwarebytes Support Tool Once the file is downloaded, open your Downloads folder/location of the downloaded file Double-click mb-support xxx.xx.exe to run the report You may be prompted by User Account Control (UAC) to allow changes to be made to your computer. Click Yes to consent. Place a checkmark next to Accept License Agreement and click Next You will be presented with a page stating, "Get Started!" Do NOT use the button “Start repair” ! Click the Advanced tab on the left column Click the Gather Logs button A progress bar will appear and the program will proceed with getting logs from your computer Upon completion, click a file named mbst-grab-results.zip will be saved to your Desktop. Click OK Please attach the ZIP file in your next reply. Link to post Share on other sites More sharing options...
n6dcr Posted December 20, 2019 Author ID:1351845 Share Posted December 20, 2019 A As I've already posted, that gives me the same white box, so I can't get the logs Link to post Share on other sites More sharing options...
n6dcr Posted December 20, 2019 Author ID:1351846 Share Posted December 20, 2019 mbst-grab-results.zip Logs from the working E6410 Link to post Share on other sites More sharing options...
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