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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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  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

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Hi.   :welcome:

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.

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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

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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.

 

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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

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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.

 

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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).

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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.
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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.

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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.

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