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Dan964

Win 8.1 + NVIDIA + MWB scan = hang or blue screen

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I have 2 Win 8.1 systems that are media/game machines.  Recently Since March) both started to hang or blue screen on wake from sleep.  I have traced this to the MWB scan which occurs as soon as I logon.  Instead of the default 2:00 AM scan time, which never runs as the PCs are asleep, I set the scan to occur at 10:00 PM on one machine.  At this time gaming is usually done and we're either watching a movie, listening to music or reading. Shortly after I set this up, we were watching a movie which would have run past 10:00 PM if the machine hadn't blue screened at this time, when, I assume MWB started its scan.

Both machines had been throwing errors related to video card either timing out or having to restart during wake from sleep.  The mouse/keyboard would be unresponsive during this time.  One machine has an Intel H87 chipset with i5 CPU and 750 TI, the other an H170 chipset with i5 and 1650 Super.  Both have 16 MB RAM.  I deinstalled MWB on both machines and they appear to run without a problem.

My web searches turned up one thread suspecting a bitcoin bug had wormed into their NVIDIA card.  I used GPUZ to monitor GPU use (on 750) and saw zero usage.  Games run normally without incident (when MWB not installed).

Both OSes are original installs. I dread doing a clean install as I'd have to get Media Center running again through some shenanigans.  My machines are relatively clean as I dont install a lot of apps and practically no free software.  Nor do I visit shady sites.

That's as far as I've gotten.  Any ideas what's going on here?  Where do I go from here?

Thanks for help,

Dan

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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:

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7 minutes ago, Dan964 said:

Where do I go from here?

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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Could you zip up C:\WINDOWS\MEMORY.DMP  and if it less then 2 gigs in size upload it to we transfer and post a link to the file. https://wetransfer.com/

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OK, I got Dump, but its incomplete.  I grew impatient waiting for it to complete and rebooted.  Maybe got 50%.  I'll look at other PC and see if there's a good dump there.  I'll get logs as well.

 

https://we.tl/t-jgjuKfNl4R

 

Dan

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Here are logs from PC with 1650.  There was no recent dump.  I guess this machine never crashed, just hung for a while on wake from sleep.

 

I'll reinstall mwb and see if behavior returns.

 

mbst-grab-results.zip

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Greetings,

When you go to reinstall Malwarebytes, I'd suggest using the method described below as it will help to ensure a clean 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 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

I hope this helps and that this issue is resolved soon.

Thank you for your continued patience.  I will also be reporting this issue to the Product team for analysis by QA/Dev and I am sure a member of Support will intervene here soon to provide instructions for more indepth diagnostics.

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Hi @Dan964,

Thanks for the report. Unfortunately, the dump is corrupt and not usable.

Please let us know if you're able to provide a complete dump.

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Sorry 'bout that.  I will reload MWB and see if I can't recreate problem.  Will be sure to 'clean'' previous install first.

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Update.  I have 2 machines, Machine 1 with NVIDIA 750 ti and Machine 2 with NVIDIA 1650 super.  I cleaned and reinstalled mwb on both machines.  Both machines previously exhibited keyboard/mouse lockout on return from sleep with machine 1 occasionally crashing.  Machine 1 would post video card timeout errors.  I started this thread when Machine 1 crashed when mwb scan started during streaming of movie.

After installing mwb on #1, I scheduled a scan for +15 minutes and fired up a movie.  It played without incident during scan.  I reset scan to run at 10 PM.

When I went to start #2 this evening (5/6), keyboard and mouse locked up after I logged in. I waited a long while for control to return, but it never happened.  I forced a reboot.  Windows error logs showed no significant error. MWB indicated initial scan still not run (schedule for 2 am).  Machine ran fine after reboot.  I grabbed the mwb logs, see below.  During previous hangs, I had been able to start task manager before the keyboard/mouse locked up.  CPU would be over 90% with Service Host: Local Service (Network Restricted) using most of cycles with 12 tasks appended.  Note that this machine ran for a couple of weeks without incident without mwb installed.

mbst-grab-results.zip

All for now,

Dan

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1 hour ago, Dan964 said:

...didn't get dump last time as admin account didn't have privilege to zip file. Why??

Permissions are restricted within the system directory, try copying/pasting the file to another location such as your desktop then zipping the copy.

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4 hours ago, exile360 said:

Permissions are restricted within the system directory, try copying/pasting the file to another location such as your desktop then zipping the copy.

Ya know, I've done that with powercfg reports, but this time, for some reason, I dragged the file to desktop.  Guess it dragged the privilege settings along with it.  Had to add my admin user to read privilege list.  Wouldn't have known if I hadn't noticed 7zip reporting access violation.  Live and learn.

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Yes, those files are admin restricted and the permissions usually carry over when moved from one place to another (usually you'll see a UAC prompt when permissions require it).

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Its been 2 weeks and I thought I'd provide an update.  I uninstalled mwb on May 7 from both my 8.1 machines.  Since then I've had no issues.  The only reason I thought the NVIDIA cards had something to do with the problems is that I had just upgraded the cards on both machines and installed up-to-date drivers.  One machine (the one with the 750) exhibited nagging audio drop outs that cleared up once mwb was removed (audio going through Nvidia into HDMI). The 750 had been installed and working properly on the machine that got the 1650 and is running fine on its new home without mwb.  The only other program we run regularly, besides Firefox, is Silicondust's HDHomerun Prime drivers through Windows Media Center.

Not sure I can conclude that there's a conflict between MWB and Nvidia cads.  I did find a few similar complaints on internet searches, though.  If anyone can provide more info on status of support debug effort I'd appreciate that.  Especially if a fix was found that will be included in future update.  Until then, I'm not likely to reinstall MWB.

Thanks for the help,

Dan

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1 hour ago, Dan964 said:

  If anyone can provide more info on status of support debug effort I'd appreciate that.  Especially if a fix was found that will be included in future update.  Until then, I'm not likely to reinstall MWB.

There is still an issue with MB for some. The issue is usually fixed by disabling Web Protection or reverting to a version from before the issues started.

If you would like to to either one please tell us which and we will give instructions.

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It definitely doesn't affect all or even a large percentage of NVIDIA users, otherwise the forums and other support channels would be flooded with reports as NVIDIA GPU's are second in popularity only to Intel's IGPU's, not to mention the fact that I use NVIDIA cards in all of my systems and none are affected by this issue.  That said, it does appear to be somehow related to the NVIDIA HD Audio driver somehow for those that are affected, though that might only be due to the fact that this issue impacts network and audio IC's due to the nature of the issue (and audio drivers usually share resources with network connections, especially wireless which is why the network and sound drivers are the primary components to analyze when looking at DPC latency and the like).

Anyway, I do hope that they are able to track down the cause of this issue and get it fixed soon.

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@Porthos:  Are you suggesting disabling MWB Web Protection?  I am past trying things that 'might' help as potential for system crashes risk my losing the OS entirely.

@exile360:  I tried routing audio through the realtek audio channel on system suffering sound drop outs.  Didn't help. (I am thinking now that I didn't reinstall Nvidia drivers without HD audio drivers.  I just selected different output path).  There seemed to be a dependence on the realtek drivers I had installed.  Things improved somewhat when I upgraded drivers to latest available.  I found rebooting cleared audio drop outs.  This system still suffered Nvidia driver crashes intermittently that usually recovered. 

Both systems do have Realtek audio and LAN.

One of the issues may be the updates related to fixes designed to circumvent Intel CPU bug.  When I was updating systems I went back to mfg's site to get latest drivers.  I hadn't kept up with this, so there were a few updates to do.  This usually required Bios and driver updates.  It's not surprising that rearranging the foundation might introduce instability in structure built on it.

Thanks for your suggestions.

Dan

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16 minutes ago, Dan964 said:

Are you suggesting disabling MWB Web Protection?  I am past trying things that 'might' help as potential for system crashes risk my losing the OS entirely.

Yes.

You also have the option of reverting to an earlier component package version, which will allow you to keep Web Protection enabled.
You can download this from here: https://malwarebytes.box.com/s/z6cravnwptrzx5tyjw36jq6zt6c7apsx

Once installed, you will need to disable the two update options found in Settings -> General -> Application updates to prevent the product from updating back to the affected version.

I suggest using the following clean install guide.

Please do the following Uninstall and reinstall using the Malwarebytes Support Tool

Please have lots of patience with the tool.  The first phase is a cleanup and does require a Windows Restart.
After the Restart, it may take 2 - 3 - 4 minutes till the Support tool screen shows up.   Please be patient and have faith.  Wait for it, whatever it takes.
The 2nd phase is where it offers to do a new Install. Say no and use the download from my above link and install the old version and disable the update before you do anything else.

 Let me know if that clears up the issue or not.

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