Had to remove Malwarebytes due to crashing Win10

[The-ArtfulDodger]

Hi Malwarebytes Team,

I am a premium user but I've had to uninstall Malwarebytes completely because it was causing my computer to randomly become unresponsive after a certain period of time. 

No BSOD, computer just locks up. For example, if I try to open a new chrome tab it will just display the - "waiting for cache" status. If I try to open up Event Viewer is gets stuck on "Adding Snap in to Console". It won't even shut down correctly, it hangs during the shutting down screen - I have to power off completely and reboot to correct the issue (temporarily).

I recently bought new hardware (10600k at 5GHz with 4000mhz DDR4) and I was worried it was my OC settings. But after resetting everything to stock, the same problem kept occuring.

After weeks of pulling my hair out I realized it was the Malwarebytes software. After uninstalling the software my problems disappeared.

I think there is a conflict between Malwarebytes and Windows Defender. I didn't get much from the logs but it seems to crash when defender is doing stuff.

I am using Windows 10 Version 2004 (KB4557957). I do not have the update KB4535996 installed.

Please could you advise? I would like to use the Malwarebytes software, but not while it's causing me to force reboot my computer every day.

Thanks,

Mark

[Malwarebytes]

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[exile360]

Greetings,

I'm sorry you're having trouble with the software.  It sounds as though you may be suffering from the issue documented here which is still being worked on by the Developers.  It is currently their highest priority issue to fix and has been for sometime now, so hopefully a fix will be available soon.  In the meantime, the link I referenced provides the known workarounds for the issue so that you may continue to use Malwarebytes without suffering the performance issues.

With that said, you should also try a clean install of Malwarebytes and install the latest beta to see if it fixes the issue, as it is possible that it's a different issue which was already fixed.  To do so, please do the following:

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
4. Once that's done, open Malwarebytes and go to settings by clicking the gear icon in the corner, then enable the option for beta updates near the bottom of the General tab, then click the Check for updates button and allow it to download and install any available updates, then restart the system once it completes and test to see how it runs (make sure it is version 4.1.2.73, component package version 1.0.979
   

Please let us know how it goes.

Thanks

[The-ArtfulDodger]

Hi Exile,

I followed your steps to clean and reinstall with the latest beta updates enabled. All seemed well until I left my computer idle and when I came back it had again locked up. I couldn't access the task manager so had to hard reboot.

For the moment I still have Malwarebytes installed, please let me know if there are any logs you would like.

Thanks,

Mark

[exile360]

OK, it definitely sounds like the first issue I linked to above, meaning the workaround would be to disable the Ransomware Protection component until a fix is released.  It is not an ideal solution, however you can take some comfort in knowing that the Ransomware Protection component is more reactive than the other protection components since it primarily analyzes the behavior of processes that are already running in memory to check for ransomware behavior while the other components of protection target threats much earlier in the attack chain before a malicious process has the chance to enter memory.  This makes Ransomware Protection more of a secondary line of defense in case a ransomware threat slips past the other protections, however that isn't very likely given how robust the other modules are.  In fact, since most ransomware infects PCs using exploits, the Exploit Protection component is often far more likely to stop the attack in its tracks before it even has the chance to try and load the actual ransomware payload onto the system.

Once Ransomware Protection is disabled, use your PC for a while and verify that the problem does not return.  You may also disable the alerts about a protection component being disabled until the fix is released.  To do so, open Malwarebytes and navigate to settings by clicking the small gear icon in the right corner, then select the Notifications tab and disable the option Alert me if any Real-Time Protection modules are turned off and Malwarebytes won't pop up an alert about it every time the system starts.

For the sake of the Developers, in case the information would be helpful, please do the following to provide a set of diagnostic logs from your system:

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

[exile360]

By the way, to disable Ransomware Protection you can right-click the Malwarebytes tray icon and uncheck the option for Ransomware Protection, or you may disable it in the main UI under the Real-Time Protection area.

[Dan964]

Greetings Exile360.  Would you mind answering a few questions related to this and other related issues?

How do we know when an issue such as this is resolved??

Why didn't users get an email warning of this Win 10 issue so we didn't have to try 'pull our hair out' trying to figure out what was going on?

I have enabled notifications related to forum news.  Would this have sent a copy of your message regarding Win 10 2004 to me?

In general, my question is, I have 4 machines, 2 Win 8.1 and 2 Win 10.  Three are running in a degraded MWB state.  One 8.1 with older version of MWB and updates disabled. One 8.1 with 8.1 not installed. And a Win 10 with Ransomware Protection disable.  How do I know, besides routinely browsing the forum, when/if these issues are addressed?

Thanks for all your help.

Dan

[Porthos]

I will try to answer a couple of these,

33 minutes ago, Dan964 said:

Why didn't users get an email warning of this Win 10 issue so we didn't have to try 'pull our hair out' trying to figure out what was going on?

One it is a handful of computers out of the millions of users. Also, Malwarebytes does not have everyone's email. I have 100's of clients using Malwarebytes that the company has no email address on file.

37 minutes ago, Dan964 said:

How do we know when an issue such as this is resolved??

You will have to watch the release notes in this forum thread.

 

38 minutes ago, Dan964 said:

How do I know, besides routinely browsing the forum, when/if these issues are addressed?

Same as the above answer.

 

39 minutes ago, Dan964 said:

Three are running in a degraded MWB state

I would not call the older version of Malwarebytes degraded.

The one with ransomware protection off is not a real big loss if all the other protections are on. Ransomware protection does not kick in until some files are actually encrypted. It monitors activity of encryption and if the activity starts then it works to stop it.

Without going back on all of your posts, Have tried using the older version of MB on the 10 computer with ransomware protection off?

[exile360]

Porthos is correct, however a member of the staff will also likely post a reply to your topic once the issue is resolved to inform you about the new version with the fix being released, so you'll receive an email by default from the forums when that happens (as you should when anyone else replies to your thread here).

[Dan964]

Porthos:  By older version of MWB are you referring to the same version recommended for Win 8.1 fix?

exile360:  I never posted a request for fix for Win 10 2004 issue.  I instead ranted about inability for MWB to keep up with  OS changes.  Maybe not the best reaction.  Have only recently tried recommended workaround which seems to address issue. I will follow the release notes.

Regarding a more proactive MWB stance on providing users notice of potential malfunctioning of MWB, not having 100% of users' email is no excuse for a policy seemingly chosen to protect MWB's reputation at the risk of infuriating a minority of users.  Portos' clients don't need to be informed, that's what they pay Porthos for.  If I had gotten notice of potential 8.1 and 10 issues, (1) it would have made my life a lot easier, and, (2) it would not have tarnished my opinion of MWB but enhanced it as the notice is an example of a vigorous approach to quality control. I ranted after discovering MWB at root of Win 10 2004 issue as it appeared MWB was losing control of its product.

Thank you so much for your help.

Dan

[Sfrush]

I was browsing the web and My PC just randomly locked up as well. I had no other option but to do a hard reset. Found this thread so I guess I'm not the only one.

I'm going to keep Malwarebytes uninstalled for a few days and see what happens.  After that I'll install it back and disable the ransomware shield.

[Porthos]

1 hour ago, Dan964 said:

By older version of MWB are you referring to the same version recommended for Win 8.1 fix?

Yes it is. -4.0.4.49-1.0.750-1.0.14966

[Maurice Naggar]

Hi Sfrush.

Curious as to the "browsing" aspect.  Was Chrome in use ?  only just  Chrome?  or more than one web browser ?

Further to that, did any web browser show any message on the top bar , specifically "Not responding" ?

The "Not responding"  is a Windows thing and can happen on any system, especially if one has opened or used a fairly high number of tab-windows.

At such an occurrence, if you manage to start Task Manager or Process Explorer, you can see a large list of tasks listed for the browser (s).

Sometimes the issue will pass after a bit of time.   Otherwise, it is possible to use Task Manager or Process Explorer to close enough or all browser tasks;  then after a bit restart the browser.   Just need to be sure that the browser does not reload the prior session  ( like some Chrome of Firefox browsers will offer to do with a prompt).

Granted I mention here one specific type of situation.  It does not occur all the time on every use.  I only hope to encourage situational awareness and usage patterns.

[Sfrush]

It was Mozilla Firefox.  It did not show "not responding" at the top of the browser. I tried multiple ways to open the task manager to attempt to close Firefox but unfortunately everything was frozen. I forgot to add I'm using Win 8.1.  

[Maurice Naggar]

Hi Sfrush.

OK.  Do you by chance recall how may tabs Firefox had been opened during the whole session   ( of it having been opened & used ).

That would be interesting to know.   As I tried to note, this browser stall  ( or apparent Windows freeze ) can happen on any version of Windows. Even Windows 8.1

Specifically for you, I would suggest you advise me, if possible, what specific Version & Component of Malwarebytes is currently installed.

and further, if you are inclined, and as I would urge ....to allow me to guide you to doing a clean new install of Malwarebytes for Windows, along with a few other added tips.

Edited July 12, 2020 by Maurice Naggar

[The-ArtfulDodger]

21 hours ago, exile360 said:

OK, it definitely sounds like the first issue I linked to above, meaning the workaround would be to disable the Ransomware Protection component until a fix is released.  It is not an ideal solution, however you can take some comfort in knowing that the Ransomware Protection component is more reactive than the other protection components since it primarily analyzes the behavior of processes that are already running in memory to check for ransomware behavior while the other components of protection target threats much earlier in the attack chain before a malicious process has the chance to enter memory.  This makes Ransomware Protection more of a secondary line of defense in case a ransomware threat slips past the other protections, however that isn't very likely given how robust the other modules are.  In fact, since most ransomware infects PCs using exploits, the Exploit Protection component is often far more likely to stop the attack in its tracks before it even has the chance to try and load the actual ransomware payload onto the system.

Once Ransomware Protection is disabled, use your PC for a while and verify that the problem does not return.  You may also disable the alerts about a protection component being disabled until the fix is released.  To do so, open Malwarebytes and navigate to settings by clicking the small gear icon in the right corner, then select the Notifications tab and disable the option Alert me if any Real-Time Protection modules are turned off and Malwarebytes won't pop up an alert about it every time the system starts.

For the sake of the Developers, in case the information would be helpful, please do the following to provide a set of diagnostic logs from your system:

 

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

 

 

Hi Exile,

I have disabled the ransomware protection component and so far so good. So far no crashes or freezing and no need to hard reboot.

Will we be made aware when this is corrected? So I can re enable the component.

Thanks for the support.

Mark

[Sfrush]

5 hours ago, Maurice Naggar said:

Hi Sfrush.

OK.  Do you by chance recall how may tabs Firefox had been opened during the whole session   ( of it having been opened & used ).

That would be interesting to know.   As I tried to note, this browser stall  ( or apparent Windows freeze ) can happen on any version of Windows. Even Windows 8.1

Specifically for you, I would suggest you advise me, if possible, what specific Version & Component of Malwarebytes is currently installed.

and further, if you are inclined, and as I would urge ....to allow me to guide you to doing a clean new install of Malwarebytes for Windows, along with a few other added tips.

Only one tab in firefox was open. I was using version 4.1.2.73 component 1.0.979.  I had no freezes until this past recent update on Friday to 1.0.979.

I''m going to wait until Tuesday to reinstall malwarebytes. I just want to test out if this issue reoccurs without malwarebytes for a short time. 

[Maurice Naggar]

To Mark   ( above).   Keep a eye out, plus, go to this pinned topic and click on Follow button 

https://forums.malwarebytes.com/topic/257102-malwarebytes-41/

Each new update has a list of the changes, fixes, enhancements.  So yes, you would have that venue as a way to get a notice email when there is a new post on the thread.

.

To Sfrush  ( above).  My Firefox had a stall or two earlier today.  So I have for the time being, switched to using Edge and or Brave browser.

The browser stall outs when they occur can sometimes go away after a period of time.

You can also use Task Manager or Process Explorer to "end task" on the processes for the browser-at-issue.  wait a bit.  Then use Edge or another browser, or start a new session / run of the same browser.   But if you do that, be very sure to NOT have it reload the tab or tabs from the preceding session.   [ some browsers will do that ].

Lastly, as I mentioned before, if you had issues, we can guide you to a clean new install  and help you make any necessary adjustments.

[Sfrush]

4 minutes ago, Maurice Naggar said:

To Mark   ( above).   Keep a eye out, plus, go to this pinned topic and click on Follow button 

https://forums.malwarebytes.com/topic/257102-malwarebytes-41/

Each new update has a list of the changes, fixes, enhancements.  So yes, you would have that venue as a way to get a notice email when there is a new post on the thread.

.

To Sfrush  ( above).  My Firefox had a stall or two earlier today.  So I have for the time being, switched to using Edge and or Brave browser.

The browser stall outs when they occur can sometimes go away after a period of time.

You can also use Task Manager or Process Explorer to "end task" on the processes for the browser-at-issue.  wait a bit.  Then use Edge or another browser, or start a new session / run of the same browser.   But if you do that, be very sure to NOT have it reload the tab or tabs from the preceding session.   [ some browsers will do that ].

Lastly, as I mentioned before, if you had issues, we can guide you to a clean new install  and help you make any necessary adjustments.

I get the feeling this more was complex than my browser stalling out. My entire system froze and nothing was responding. 

I've been using Firefox the past two hours with Malwarebytes uninstalled and it's been smooth sailing with no issues. 

[Porthos]

2 hours ago, Sfrush said:

I get the feeling this more was complex than my browser stalling out. My entire system froze and nothing was responding. 

Did you have ransomware protection turned off?

[Sfrush]

19 minutes ago, Porthos said:

Did you have ransomware protection turned off?

Not when the system froze. All Shields were on.

[Porthos]

9 minutes ago, Sfrush said:

Not when the system froze. All Shields were on.

 

13 hours ago, Sfrush said:

After that I'll install it back and disable the ransomware shield.

You need to keep ransomware protection off until the issue is fixed.

[Bertel]

On 7/12/2020 at 4:22 AM, Dan964 said:

Why didn't users get an email warning of this Win 10 issue so we didn't have to try 'pull our hair out' trying to figure out what was going on?

 

You are absolutely right, @Dan964. I have seen exactly the same problems as you. Malwarebytes did cost me more than a year of ongoing grief when Windows slowed down after a number of running. Malwarebytes did cost me a week of pure horror when Windows became absolutely unusable to a degree that I couldn’t launch any programs, I couldn’t even kill Malwarebytes. After reporting it here, I had to endure abuse by its unemployed posse, even received outright threats by alleged users. Sundry posts of mine have been deleted.

Malwarebytes finally acknowledged the problem, and that it has no solution. All the while, the unemployed posse still repeats the “it works on my machine” trope, and that 400 machines can’t be wrong.

The way it stands, the impact of Malwarebytes on a machine upgraded to 2004 can be much worse than that of a virus Malwarebytes alleges to protect us from. You are absolutely right that Malwarebytes has the OBLIGATION to warn its 240 million users (as of 2014) that they might run into problems when updating to 2004. If I would have received such a mail, I would have been spared a week of horror, and Malwarebytes would have risen in my esteem.

Instead, Malwarebyte’s inaction and its ongoing attempts to wipe its problems under the carpet, along with the inexcusable behavior of its on-line team, put the company at the very bottom of my esteem scale. The fact that Malwarebytes left spyware hidden in temp directories on my machine after  an allegedly complete uninstall doesn’t even surprise me anymore.

Malwarebytes used to be a great product by an honest company. No more.

[Bertel]

1 minute ago, Bertel said:

... Windows slowed down after a number of running. Malwarebytes did cost me a week of pure horror when Windows became absolutely unusable ...

*number of hours running.

Can't even put an edit function in their forum 

[The-ArtfulDodger]

17 hours ago, Maurice Naggar said:

Each new update has a list of the changes, fixes, enhancements.  So yes, you would have that venue as a way to get a notice email when there is a new post on the thread.

I don’t think it’s fair to ask us to monitor your forum. You should make an announcement, through the app if necessary, if you don’t have e-mail lists. Failing that, e-mail the users you do have contact information for.

Quote

The browser stall outs when they occur can sometimes go away after a period of time.

You can also use Task Manager or Process Explorer to "end task" on the processes for the browser-at-issue.  wait a bit.  Then use Edge or another browser, or start a new session / run of the same browser.   But if you do that, be very sure to NOT have it reload the tab or tabs from the preceding session.   [ some browsers will do that ].

Lastly, as I mentioned before, if you had issues, we can guide you to a clean new install  and help you make any necessary adjustments.

It is definitely more than a browser issue. After the computer locks up, it becomes a problem affecting most windows features including Event Viewer and all other browsers.

The computer will not even shut down properly when in this state. Once it managed to restart, but after booting it was still chugging. Nothing but a hard reset corrects the issue that seems to be directly caused by Ransomware protection.

I also reinstalled Windows before figuring out it was Malwarebytes that was causing the issue. So whilst I appreciate your thoughts, most of your recommendations are general troubleshooting and not directly related to the cause of the problem (ransomware protection).