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MBAM 4.04.49 crashes when trying to delete quarantined threat; can't delete


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I'm running MBAM Premium v.4.04.49, update package v.1.0.19074, component package v.1.0.810 on Windows 7 64-bit.

I'm having problems with MBAM crashing in specific instances. (I get the Windows message, "Malwarebytes has stopped working. Windows is checking for a solution to the problem.") MBAM "stops working" when I do either of the following:

1) click on "Scanner" in the main interface screen. I want to view my historical scan reports, but whenever I click on the "Scanner" box, MBAM stops working.

2) attempt to delete a quarantined threat. I noticed today that MBAM had quarantined a Trojan.Malpack.VB back on January 8. I'm able to click on "Detection History" in the main interface screen with no problem to view the quarantine list. But after I select the quarantined item and then click on "Delete," MBAM stops working. When I re-open MBAM, the quarantined item is still there; I can't delete it.

Just prior to these problems with the MBAM crashes, I was having an issue with MBAM's real-time Malware Protection being turned off after a computer restart, and it wouldn't turn back on. I had to force-quit MBAM and restart MBAM. But once I restarted MBAM, the real-time Malware Protection was once again turned on. I don't know if this issue, which is resolved now, is related to the current crashes I'm still experiencing.

MBST results attached.

mbst-grab-results.zip

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***This is an automated reply***

Hi,

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Greetings,

It definitely sounds like your Malwarebytes installation is currently having issues.  To begin, please do the following to see if it helps:

  1. Run the Malwarebytes Support Tool
  2. Accept the EULA and click Start Repair
  3. Follow the onscreen instructions and reboot if prompted to do so

Hopefully that will fix the issues, however if not then we can try a clean install, though it might be a good idea to make sure you have your license key handy in case you are prompted to re-enter it once the reinstall completes.  If you have already signed up for an account at My.Malwarebytes.com and have your current license key showing there then there is nothing more you need to do as you will be able to deactivate and reactivate your license using your account on the website if needed.  If you haven't signed up already, you'll find instructions on doing so in this support article and you'll find details on managing your licenses there in this support article.

Once you are ready, assuming the software still is not behaving properly, then please do the following:

  1. Run the Malwarebytes Support Tool
  2. Accept the EULA and click Advanced tab on the left (not Start Repair)
  3. Click the Clean button, and allow it to restart your system and then reinstall Malwarebytes, either by allowing the tool to do so when it offers to on restart, or by downloading and installing the latest version from here

Please let us know how it goes and if you continue to experience any issues.

Thanks

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Hi @nyxk,

This is caused by an issue in Dell Backup and Recovery.
See here for more information: https://www.dell.com/community/Productivity-Software/Backup-and-Recovery-causing-applications-using-Qt5-DLLs-to-crash/td-p/4590325

After uninstalling this program, you should find the crash no longer occurs.

Edited by LiquidTension
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@LiquidTension and @exile360,

Thank you very much for the super-speedy replies and assistance. I've uninstalled Dell B&R, and that has, indeed, fixed the issues I was having with MBAM. MBAM is no longer crashing when I click on "Scanner" or when I attempt to delete the quarantined threat. I was able to successfully delete the quarantined item with no issues.

Problem resolved.

Thank you again.

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I also wanted to mention that apparently newer versions of Dell Backup and Recovery are not impacted by this issue so you should be able to get the latest version for your system to continue using it if needed while still allowing Malwarebytes to function properly.

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