Jump to content

OS won’t load after restarting computer due to missing driver


Recommended Posts

Hi,

I was told to go here from the BSOD section. I have both Kaspersky and Malwarebytes and today, Kaspersky asked me to restart to complete an update, so I did. After it finished restarting, it gave me an error saying my PC needs to be repaired and that the operating system couldn’t be loaded because a critical driver is missing or contains errors (mbamelam.sys). I also got an error code, 0xc000007b. I have a lot of important stuff on this computer and I can’t really go out to repair it due to the whole pandemic that’s going on. Any help would be appreciated, thanks. 

97DE17AD-2B8C-4018-A7D7-B1ED03E5EFB1.jpeg

Link to post
Share on other sites

  • 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:

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:

Spoiler
  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.

Screenshots:

Spoiler
 
 
 
 
Spoiler

 

 

01.png

02.png

03.png

04.png

05.png

06.png

 

 

If you are having licensing issues, please do the following: 

Spoiler

For any of these issues:

  • Renewals
  • Refunds (including double billing)
  • Cancellations
  • Update Billing Info
  • Multiple Transactions
  • Consumer Purchases
  • Transaction Receipt

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

Link to post
Share on other sites

Just now, Porthos said:

You stated in the other topic you have a backup.

The flash drive that I backed stuff up to is only around 16 GB. I crammed the most important stuff into it, but there’s still a lot of other important stuff left that I have to back up. I’ll get to buying a new flash drive for it soon. 

Link to post
Share on other sites

I don’t have a system restore.. I tried to turn it on once, but it wouldn’t let me. I think it said something about how it was disabled by an administrator? I got this laptop as a hand-me-down from my sister who used to use it for work. The backup flash drive only contains stuff like pictures, videos, game saves, documents,  etc.

Link to post
Share on other sites

1 minute ago, Dolphinx2 said:

I tried to turn it on once, but it wouldn’t let me. I think it said something about how it was disabled by an administrator? I got this laptop as a hand-me-down from my sister who used to use it for work.

You might be reinstalling Windows from scratch then. I would leave it alone until you have a external drive with some space.

Are you able to get into safe mode?

Instructions on booting into Safe Mode can be found here as well as here.

Link to post
Share on other sites

Just now, Porthos said:

You might be reinstalling Windows from scratch then. I would leave it alone until you have a external drive with some space.

Are you able to get into safe mode?

Instructions on booting into Safe Mode can be found here as well as here.

I tried getting into safe mode with both networking enabled and disabled, but it just gave me the same error message each time. If reinstalling Windows is the only option I have left then I might just do it. Do you know what could have caused this to happen, though?

Link to post
Share on other sites

Just now, Dolphinx2 said:

I tried getting into safe mode with both networking enabled and disabled, but it just gave me the same error message each time. If reinstalling Windows is the only option I have left then I might just do it. Do you know what could have caused this to happen, though?

From your description, Kaspersky deleted or damaged a Malwarebytes file.

Link to post
Share on other sites

3 minutes ago, boombastik said:

You can try to select disable early virus protection and hen you login in windows reinstall malware-bytes and restart.

startup-settings.jpg.2df5c96eb15b9eba1916665807aa299b.jpg

I disabled early virus protection and it let me start up Windows! Thank you! But before I reinstall malwarebytes, I should follow this, correct? I am just making sure so that I don’t do something stupid and mess it all up. Lol.

Link to post
Share on other sites

Now download the support tool and run the diagnostic tool and attach here the diagnostic mbst-grab-results.zip

You can follow the directions in the second bot post. This will help the malwarebytes team to determine why this problem created in first place.

When you upload here the diagnostic rerun the malwarebytes tool and make a clean uninstall and then restart your pc.

It will ask to download again the malwarebytes after restart so answer yes.

 

Before you do anything you can now take a buckup from your files because at least now you are in.

Keep in mind that i am a forum member and i am not member of the malware-bytes team. If you want a member of the team to help you you can choose to wait.

 

Link to post
Share on other sites

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 and is only available to authorized members and the original poster

Can you please follow the directions from the following KB article and post back your logs so that we can review

Upload Malwarebytes Support Tool logs manually

Link to post
Share on other sites

10 minutes ago, Dolphinx2 said:

For some reason the logs were incomplete.

I would also uninstall Kaspersky and restart since it was Kaspersky that started this ordeal.

When that is done Windows Defender should reactivate itself.

Then. Like others have said...Backup now.

Link to post
Share on other sites

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now
 Share

  • Recently Browsing   0 members

    No registered users viewing this page.

Back to top
×
×
  • Create New...

Important Information

This site uses cookies - We have placed cookies on your device to help make this website better. You can adjust your cookie settings, otherwise we'll assume you're okay to continue.