hopper15 Posted December 26, 2019 ID:1352747 Share Posted December 26, 2019 The past few weeks every and now then the Malwarebytes Tray App crashes on startup for me. I could use some help on finding out what could be causing the issue on my PC. mbst-grab-results.zip Link to post Share on other sites More sharing options...
Staff Malwarebytes Posted December 26, 2019 Staff ID:1352748 Share Posted December 26, 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...
Porthos Posted December 26, 2019 ID:1352749 Share Posted December 26, 2019 3 minutes ago, hopper15 said: I could use some help on finding out what could be causing the issue on my PC. Without looking back on your posts could you tell me if you have mutual exclusions set in both Avast and Malwarebytes for each other? Link to post Share on other sites More sharing options...
hopper15 Posted December 26, 2019 Author ID:1352750 Share Posted December 26, 2019 11 minutes ago, Porthos said: Without looking back on your posts could you tell me if you have mutual exclusions set in both Avast and Malwarebytes for each other? Just for Avast. Link to post Share on other sites More sharing options...
hopper15 Posted December 26, 2019 Author ID:1352754 Share Posted December 26, 2019 I should add I tried a repair through the support tool and unfortunately it didn't work. Link to post Share on other sites More sharing options...
Porthos Posted December 26, 2019 ID:1352758 Share Posted December 26, 2019 (edited) 1 hour ago, hopper15 said: Just for Avast. You have all of the following files and folders excluded in Avast? AV Exclusions List with paths... C:\Program Files\Malwarebytes\Anti-Malware\assistant.exe C:\Program Files\Malwarebytes\Anti-Malware\malwarebytes_assistant.exe C:\Program Files\Malwarebytes\Anti-Malware\mbam.exe C:\Program Files\Malwarebytes\Anti-Malware\MbamPt.exe C:\Program Files\Malwarebytes\Anti-Malware\MBAMService.exe C:\Program Files\Malwarebytes\Anti-Malware\mbamtray.exe C:\Program Files\Malwarebytes\Anti-Malware\MBAMWsc.exe C:\Windows\system32\Drivers\farflt.sys C:\Windows\System32\drivers\mbae64.sys C:\Windows\System32\drivers\mbam.sys C:\Windows\System32\drivers\MBAMChameleon.sys C:\Windows\System32\drivers\MBAMSwissArmy.sys C:\Windows\System32\drivers\mwac.sys Also please exclude the following folders too: (The complete folder) C:\Program Files\Malwarebytes\Anti-Malware C:\ProgramData\Malwarebytes Do the similar in the allow list in Malwarebytes for ALL Avast files and folders. https://support.malwarebytes.com/docs/DOC-3543 Also recommend that fast start is turned off in Windows. I would also suggest upgrading to Windows 10. It is still a free upgrade. Edited December 26, 2019 by Porthos Link to post Share on other sites More sharing options...
hopper15 Posted December 26, 2019 Author ID:1352759 Share Posted December 26, 2019 Looks like I have everything. Link to post Share on other sites More sharing options...
hopper15 Posted December 26, 2019 Author ID:1352760 Share Posted December 26, 2019 I selected this for Malwabytes exclusion folder. C:\Program Files\AVAST Software\Avast Should that be good enough? Link to post Share on other sites More sharing options...
exile360 Posted December 26, 2019 ID:1352773 Share Posted December 26, 2019 Yes, that should be sufficient assuming all of Avast's files are within the 'Avast' folder and none are stored under the 'AVAST Software' folder directly (exclusions in Malwarebytes are recursive so all files/folders within an excluded folder will automatically be excluded from detection as well). Additionally, in case you needed instructions on how to disable fast startup in Windows, you will find details on how to do so here as well as here and here. I hope this helps, but please let us know if you continue to experience any issues. Thanks Link to post Share on other sites More sharing options...
hopper15 Posted December 26, 2019 Author ID:1352776 Share Posted December 26, 2019 Thanks I monitor the situation and report back if anymore crashes happen. Link to post Share on other sites More sharing options...
exile360 Posted December 26, 2019 ID:1352780 Share Posted December 26, 2019 Excellent, hopefully the issue is now resolved but definitely let us know if it is not and we will continue to assist you. Thanks Link to post Share on other sites More sharing options...
hopper15 Posted December 26, 2019 Author ID:1352783 Share Posted December 26, 2019 11 minutes ago, exile360 said: Excellent, hopefully the issue is now resolved but definitely let us know if it is not and we will continue to assist you. Thanks Unfortunately it's not resolved. I just shut down a minute ago and booted back up. The tray app crashed on startup. Do you need logs again? Link to post Share on other sites More sharing options...
exile360 Posted December 26, 2019 ID:1352786 Share Posted December 26, 2019 No, that's OK. Please try disabling self-protection in Malwarebytes. You will find the setting by clicking the gear icon in the upper right and selecting the Security tab then clicking on Advanced under the Windows startup section. Toggle the option for the self-protection module to off then restart your system and test to see if that eliminates the issue. It may be a compatibility problem between Avast and Malwarebytes' self-protection component. Link to post Share on other sites More sharing options...
hopper15 Posted December 26, 2019 Author ID:1352790 Share Posted December 26, 2019 I turned off the self-protection module, rebooted and the tray app booted up fine. Should I leave off the self-protection module for a few days and see how everything goes? Link to post Share on other sites More sharing options...
exile360 Posted December 27, 2019 ID:1352799 Share Posted December 27, 2019 Yes, please test for a while to see if that resolves the issue. If it does then you can just leave it disabled, it isn't a critical component, especially since you also have Avast meaning any infection actually getting through, executing and getting to the point of actually attempting to terminate/remove Malwarebytes is extremely unlikely (which is the purpose of self-protection, to keep Malwarebytes installed and running when the system is actually infected and under attack by threats trying to shut down/remove Malwarebytes). Link to post Share on other sites More sharing options...
hopper15 Posted December 27, 2019 Author ID:1352827 Share Posted December 27, 2019 4 hours ago, exile360 said: Yes, please test for a while to see if that resolves the issue. If it does then you can just leave it disabled, it isn't a critical component, especially since you also have Avast meaning any infection actually getting through, executing and getting to the point of actually attempting to terminate/remove Malwarebytes is extremely unlikely (which is the purpose of self-protection, to keep Malwarebytes installed and running when the system is actually infected and under attack by threats trying to shut down/remove Malwarebytes). Ok Link to post Share on other sites More sharing options...
Sfrush Posted December 27, 2019 ID:1352832 Share Posted December 27, 2019 4 hours ago, exile360 said: Yes, please test for a while to see if that resolves the issue. If it does then you can just leave it disabled, it isn't a critical component, especially since you also have Avast meaning any infection actually getting through, executing and getting to the point of actually attempting to terminate/remove Malwarebytes is extremely unlikely (which is the purpose of self-protection, to keep Malwarebytes installed and running when the system is actually infected and under attack by threats trying to shut down/remove Malwarebytes). I'm also an avast user that experiences the tray app crashing(not often) on startup sometimes. I have all my exclusions for both. If I turn off the self -protection the tray app never crashes. My question is their any way to reproduce this issue to find a possible fix? While I hear you Avast is another layer of protection that makes exposing the self-protection more difficult. I still prefer to have the self -protection enabled just to be on the safe side. Link to post Share on other sites More sharing options...
Porthos Posted December 27, 2019 ID:1352835 Share Posted December 27, 2019 Do either of you have fast start in Windows enabled? @Sfrush @hopper15 Link to post Share on other sites More sharing options...
Sfrush Posted December 27, 2019 ID:1352836 Share Posted December 27, 2019 I don't. Link to post Share on other sites More sharing options...
hopper15 Posted December 27, 2019 Author ID:1352875 Share Posted December 27, 2019 8 hours ago, Porthos said: Do either of you have fast start in Windows enabled? @Sfrush @hopper15 Disabled it this morning. Link to post Share on other sites More sharing options...
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