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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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  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

    mbst_get_started.jpg
     
  7. Click the Gather Logs button

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

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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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Greetings,

The information and batch file in this post should correct the issue.  It is caused by the new hardware acceleration in Malwarebytes 4.

Please also provide the logs requested above by Porthos in order to help the Developers find the cause of the issue and get it fixed in a future release.

Thanks

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7 minutes ago, exile360 said:

The information and batch file in this post should correct the issue.  It is caused by the new hardware acceleration in Malwarebytes 4.

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

Edited by Porthos
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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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4 minutes ago, PeterJ said:

I don't know what you by that.

I was tagging a staff member that we have another set of logs related to this issue.

Also thanks for the DxDiag log.

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Thanks for the data, @PeterJ.

In an upcoming update, we are planning on adding additional options (user interface and command line-based) to disable hardware acceleration, that will provide a more convenient means of resolving issues like this.

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