Jump to content

PC Freezing when resuming from sleep mode

Sitedrifter
 Share

Recommended Posts

Sitedrifter

Sitedrifter

Posted
Posted

I have tracked it down to Malwarebytes causing my brand new PC running Windows 10 Pro to freeze resuming from sleep mode.

This only happened after upgrading to Windows 10 Pro build 2004 which is the latest.

I disable all MB modules and sleep works fine. I turned on each module one at a time to determine where it would hang.

Sure enough when I enabled Ransomware Protection is when sleep resuming caused my PC to freeze and had to hard reboot.

I turn Ransomware Protection off and sleep works perfect but as soon as I turn it on it breaks sleep mode.

I uninstalled MB and did a clean install but get the same results.

Anyone of any ideas or seen this problem before with hopefully a fix?

 

Thanks

Link to post
Share on other sites
  • Staff
Malwarebytes

Malwarebytes

Posted
  • Staff
Posted

***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
Porthos

Porthos

Posted
Posted (edited)
1 hour ago, Sitedrifter said:

Anyone of any ideas or seen this problem before with hopefully a fix?

:welcome:

Sorry you are having issues , it is a known issue with ransomware protection.

When it is fixed all the assorted thread will be updated.

Edited by Porthos
Link to post
Share on other sites
exile360

exile360

Posted
Posted

It seems to be specific to certain systems, not necessarily when/how the update is installed so it will likely still occur even if installed at a different time/in a different order.  It's more about the specific hardware than it is about the update; the update just happens to be one of the factors that causes the issue to manifest itself.

Link to post
Share on other sites
exile360

exile360

Posted
Posted

As I understand it, the issue is already being worked on so I believe they understand what's going on, however you may if you wish.  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 Gather Logs button, and once it completes, attach the zip file it creates on your desktop to your next reply

Link to post
Share on other sites
Maurice Naggar

Maurice Naggar

Posted
Posted

< comments / pardon the intrusion>

Report would be good.  I'd be interested to see if it had a scheduled Scan task in MB4  & if so, what time it was set for.  Was it the default 2 AM setting ?

In any event, the latest Beta MB4  ( w component 1.0.988 ) has a tweak for situation where a scan task may trigger at wake  after sleep/hibernation

Quote

Fixed: Scheduled scan start immediately after sleep/hibernation/restart if scan time was missed

see https://forums.malwarebytes.com/topic/257042-malwarebytes-41-beta/?do=findComment&comment=1394883

NOTE:  It is also possible other factors are at play.  So see if you want to try the latest Beta.  You may also if you wish keep Ransomware protection off if still encountering the same issue.

Link to post
Share on other sites
Maurice Naggar

Maurice Naggar

Posted
Posted

Hello @Sitedrifter 

You may run the Support tool to Gather report at any time, whether the program itself is installed or not.

That said,  if you do not now have the program installed for Malwarebytes for Windows, then, just do a new setup of Malwarebytes, and then immdediately opt in into the Beta  & do a Check for Updates.

The latest Beta fixes the issue you had experienced before.

 

For a new setup, download and run the Malwarebytes for Windows version 4 offline installer.

Then do this in Malwarebytes.   

     1.  Settings > General > Beta updates and then toggle the switch so the setting is enabled.

     2.   Scroll  back up to    Application Updates and then click the Check for Updates button. 

Follow all prompts.  All the update to proceed  & when it completes,  while still in Settings / General,  look for & click the ABOUT tab.

See what the Version and Component  numbers are

mb41273_10990.jpg.af76dc44b1dc16745affb372179fbc17.jpg

 

 

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
Go to topic listing

  • 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.