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MBAM 4.1.0 - Slow to open then unresponsive UI

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I've been having some trouble using my installation of Malwarebytes and was looking for some assistance. It started when I upgraded to version 4.1.0. Whenever I try to open the MBAM interface, it takes several minutes before it shows up, and then immediately goes unresponsive. Additionally, if I close out of the interface, the Malwarebytes Tray Application still seems to be running.

I've downloaded the MBAM Support Tool and ran the repair option with no success, and have attached the log files it produced after running the 'Gather Logs' Advanced Option.

I'm running Windows 10 Pro v1909 64-bit. Please let me know if you need any additional information. 

mbst-grab-results.zip

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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:

Malwarebytes Support Tool - Advanced Options

This feature is designed for the following reasons:

  • For use when you are on the forums and need to provide logs for assistance
  • For use when you don't need or want to create a ticket with Malwarebytes
  • For use when you want to perform local troubleshooting on your own

How to use the Advanced Options:

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  1. Download Malwarebytes Support Tool
  2. 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.
  3. Place a checkmark next to Accept License Agreement and click Next
  4. Navigate to the Advanced tab
  5. The Advanced menu page contains four categories:
    • Gather Logs: Collects troubleshooting information from the computer. As part of this process, Farbar Recovery Scan Tool (FRST) is run to perform a complete diagnosis. The information is saved to a file on the Desktop named mbst-grab-results.zip and can be added as an email attachment or uploaded to a forum post to assist with troubleshooting the issue at hand.
    • Clean: Performs an automated uninstallation of all Malwarebytes products installed to the computer and prompts to install the latest version of Malwarebytes for Windows afterwards. The Premium license key is backed up and reinstated. All user configurations and other data are removed. This process requires a reboot.
    •  Repair System: Includes various system-related repairs in case a Windows service is not functioning correctly that Malwarebytes for Windows is dependent on. It is not recommended to use any Repair System options unless instructed by a Malwarebytes Support agent.
    • Anonymously help the community by providing usage and threat statistics: Unchecking this option will prevent Malwarebytes Support Tool from sending anonymous telemetry data on usage of the program.
  6. To provide logs for review click the Gather Logs button
  7. Upon completion, click OK
  8. A file named mbst-grab-results.zip will be saved to your Desktop
  9. Please attach the file in your next reply.
  10. To uninstall all Malwarebytes Products, click the Clean button.
  11. Click the Yes button to proceed. 
  12. Save all your work and click OK when you are ready to reboot.
  13. After the reboot, you will have the option to re-install the latest version of Malwarebytes for Windows.
  14. Select Yes to install Malwarebytes.
  15. Malwarebytes for Windows will open once the installation completes successfully.

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Please contact our support team at https://support.malwarebytes.com/hc/en-us/requests/new to get help

If you need help looking up your license details, please head here: Find my premium license key

 

 

Thanks in advance for your patience.

-The Malwarebytes Forum Team

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Greetings,

If you are able to do so, please try disabling the hardware acceleration feature described in this support article then restart your system and hopefully the UI will be more responsive.  If you aren't able to do so, try booting the system into Safe Mode to try and do so from there.

If that fails to resolve the issue then try running the Avast Uninstall Utility as I noticed some traces of Avast still on the system, then restart, then check to see if Malwarebytes runs normally.

With regards to the tray still running, this is the expected behavior.  The only way to completely quit Malwarebytes is by right-clicking on the tray icon and selecting Quit Malwarebytes, otherwise it continues to run in the background.

Please let us know how it goes and if the issue with the UI being unresponsive still persists or not.

Thanks

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1 hour ago, exile360 said:

Greetings,

If you are able to do so, please try disabling the hardware acceleration feature described in this support article then restart your system and hopefully the UI will be more responsive.  If you aren't able to do so, try booting the system into Safe Mode to try and do so from there.

If that fails to resolve the issue then try running the Avast Uninstall Utility as I noticed some traces of Avast still on the system, then restart, then check to see if Malwarebytes runs normally.

With regards to the tray still running, this is the expected behavior.  The only way to completely quit Malwarebytes is by right-clicking on the tray icon and selecting Quit Malwarebytes, otherwise it continues to run in the background.

Please let us know how it goes and if the issue with the UI being unresponsive still persists or not.

Thanks

I've rebooted into Safe Mode and saw the same delayed/unresponsive behavior, so I skipped to the Avast Uninstall Utility step which says to run it in Safe Mode. Upon reboot into normal Windows the problem persisted. I decided to reboot back into Safe Mode and run the MBAM Support Tool's "Clean" option, and now I'm up and running in normal Windows with the UI behaving as expected (and when I checked, Hardware Acceleration was disabled). 

Thank you for your help! Much appreciated! 😄

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Excellent, yes, I recall now that they changed the default to disabled for hardware acceleration in one of the recent releases.  I'm glad you were able to figure out how to fix the issue.

If there is anything else we might assist you with please let us know.

Thanks

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