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Black screen on laptop, Malwarebytes error


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20.02.2020 8:00:00

Log Name: Application
Source: Application Error
Date: 02/20/2020 8:00:00
Event ID: 1000
Task Category: (100)
Level: Error
Keywords: Classic
User: N / A
Computer: Admin-HP
Description:
Bad application name: mbam.exe, version: 4.0.0.524, timestamp: 0x5e2b64ad
Failed module name: aticfx64.dll, version: 8.17.10.1060, time stamp 0x4d9da27b
Exception Code: 0xc0000005
Error offset: 0x0000000000044f62
Bad Process ID: 0xb18
Application start-up time: 0x01d5e7a9b5886076
Bad application path: C: \ Program Files \ Malwarebytes \ Anti-Malware \ mbam.exe
Failed module path: C: \ Windows \ system32 \ aticfx64.dll
Report Code: d83656ae-539d-11ea-a68a-cc52afa93f70
Xml events:
<Event xmlns = "http://schemas.microsoft.com/win/2004/08/events/event">
  <System>
    <Provider Name = "Application Error" />
    <EventID Qualifiers = "0"> 1000 </EventID>
    <Level> 2 </Level>
    <Task> 100 </Task>
    <Keywords> 0x80000000000000 </Keywords>
    <TimeCreated SystemTime = "2020-02-20T05: 00: 00.0000000000Z" />
    <EventRecordID> 11275 </EventRecordID>
    <Channel> Application </Channel>
    <Computer> Admin-HP </Computer>
    <Security />
  </System>
  <EventData>
    <Data> mbam.exe </Data>
    <Data> 4.0.0.524 </Data>
    <Data> 5e2b64ad </Data>
    <Data> aticfx64.dll </Data>
    <Data> 8.17.10.1060 </Data>
    <Data> 4d9da27b </Data>
    <Data> c0000005 </Data>
    <Data> 0000000000044f62 </Data>
    <Data> b18 </Data>
    <Data> 01d5e7a9b5886076 </Data>
    <Data> C: \ Program Files \ Malwarebytes \ Anti-Malware \ mbam.exe </Data>
    <Data> C: \ Windows \ system32 \ aticfx64.dll </Data>
    <Data> d83656ae-539d-11ea-a68a-cc52afa93f70 </Data>
  </EventData>
</Event>

 

I saw another error at this time 02/20/2020 7:59:58 Log name: System
Source: Service Control Manager
Date: 02/20/2020 7:59:58
Event ID: 7022
Task Category: None
Level: Error
Keywords: Classic
User: N / A
Computer: Admin-HP
Description:
Windows Defender service freezes at startup.
Xml events:
<Event xmlns = "http://schemas.microsoft.com/win/2004/08/events/event">
  <System>
    <Provider Name = "Service Control Manager" Guid = "{555908d1-a6d7-4695-8e1e-26931d2012f4}" EventSourceName = "Service Control Manager" />
    <EventID Qualifiers = "49152"> 7022 </EventID>
    <Version> 0 </Version>
    <Level> 2 </Level>
    <Task> 0 </Task>
    <Opcode> 0 </Opcode>
    <Keywords> 0x8080000000000000 </Keywords>
    <TimeCreated SystemTime = "2020-02-20T04: 59: 58.562125100Z" />
    <EventRecordID> 36650 </EventRecordID>
    <Correlation />
    <Execution ProcessID = "572" ThreadID = "1408" />
    <Channel> System </Channel>
    <Computer> Admin-HP </Computer>
    <Security />
  </System>
  <EventData>
    <Data Name = "param1"> Windows Defender </Data>
  </EventData>
</Event>
 

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  • Staff

***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
  2. Once the file is downloaded, open your Downloads folder/location of the downloaded file
  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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  8. A progress bar will appear and the program will proceed with getting logs from your computer

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

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Greetings,

I'm sorry that you are experiencing issues but we'll do our best to help.  Please do the following so that we may take a look at your installation:

  1. Download and run the Malwarebytes Support Tool
  2. Accept the EULA and click Advanced tab on the left (not Start Repair)
  3. Click the Gather Logs button, and once it completes, attach the zip file it creates on your desktop to your next reply

Thanks

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Thanks, unfortunately it looks like the Support Tool was not able to complete properly, it is supposed to download and run a tool called FRST in addition to its other functions and the logs from FRST should have been included in the ZIP file.  According to the logs from the tool it was unable to get an internet connection.  Please make sure that your system is online and that you don't have any sort of firewall software blocking the tool from running.

Please try running the tool in Safe Mode with Networking to see if it is able to get the full set of logs from there.

Also, what antivirus, if any, are you using on this system?

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Strange, they still aren't there.  For whatever reason it isn't able to run FRST.  Please try running FRST individually as instructed below to see if that works and provide the logs:

Please download the Farbar Recovery Scan Tool and save it to your desktop.

Note: You need to run the version compatible with your system. You can check here if you're not sure if your computer is 32-bit or 64-bit

  • Double-click to run it. When the tool opens, click Yes to disclaimer.
  • Press the Scan button.
  • It will make a log (FRST.txt) in the same directory the tool is run. Please attach it to your reply.
  • The first time the tool is run, it also makes another log (Addition.txt). If you've, run the tool before you need to place a checkmark here.
  • Please attach the Additions.txt log to your reply as well.
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Thanks, your logs show at least one running process for what I believe to be a Norton/Symtantec security product:

(Symantec Corporation -> Symantec Corporation) C:\Program Files (x86)\Norton Internet Security\Engine\18.5.0.125\ccSvcHst.exe

Please try running the Norton Removal Tool found here and follow its instructions to remove all Norton products from the system.  Once that is done and the system has been restarted please check to see if things have improved.

Please let us know how it goes.

Thanks

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