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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.

  1. Download Malwarebytes Support Tool
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    • 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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  8. A progress bar will appear and the program will proceed with getting logs from your computer

    mbst_getting_logs.jpg
     
  9. Upon completion, a file named mbst-grab-results.zip will be found on your Desktop. Click OK

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  10. Please attach the file in your next reply. Before submitting your reply, be sure to enable "Notify me of replies" like so:

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Click "Reveal Hidden Contents" below for details on how to attach a file:
 

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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.

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3 minutes ago, PeterJ said:

A re-install did not fix the issue. Any tips on this ?

We need to get information from this machine in order to have the proper detail to help you forward.
 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 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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3 hours ago, Porthos said:

I was going to that step after We got the logs for the staff.

It makes no difference.  The relevant data doesn't change even with the variables set; it's the hardware and drivers that cause the issue and the data they need is for the sake of collecting an extensive list of hardware/drivers which have issues with the current hardware acceleration implementation; it has nothing to do with the Malwarebytes configuration.

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13 minutes ago, exile360 said:

It makes no difference.  The relevant data doesn't change even with the variables set; it's the hardware and drivers that cause the issue and the data they need is for the sake of collecting an extensive list of hardware/drivers which have issues with the current hardware acceleration implementation; it has nothing to do with the Malwarebytes configuration.

True, But once the issue is fixed (the fix is just a temporary workaround) most will never get the logs and then there gone until the next problem comes up.

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7 minutes ago, PeterJ said:

The fix worked. Asked the OP to run the Malwarebytes Support Tool and provide the logs.

 

The batch file is only intended as a short term solution. We're currently working on new functionality to allow hardware acceleration to be disabled directly within the product.

Please could you also ask your user to provide the following log file so we can obtain additional information on your display hardware.

  • Press the Windows Key + R on your keyboard at the same time.
  • Type dxdiag and click OK.
  • Wait for the window the open. It may take ~30 seconds.
  • Once opened, click Save all information.
  • Save the file to your Desktop and attach it in your next reply.

 

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