Laptop freezing after waking it from sleep mode

[Fabb]

Good afternoon,

I recently (on June 25th) updated my laptop to windows 10, build 2004. It was my second attempt to perform the update using the built-in Windows Update utility, after the first attempt had failed some days before.
Right after the update everything looked normal, except the two malware that Malwarebytes Premium found and quarantined on its daily scan on June 27th (one is a registry key and the other is a file). Anyway I ignored it, as Malwarebytes just did its job and I thought everything would be fine now.
However, I didn't use the laptop very often lately, until last week, when I started noticing this issue.
I can use the laptop normally when I turn it on (except maybe the fans are louder than usual, but I figure this could be related to the fact that it's summer here, so it's warm), but if I just close the lid and it goes to sleep, then when I wake it up it doesn't work fine and I have to reboot it. 

Almost any open software crashes (this happens for Office, Google Chrome and Firefox), and I cannot run other softwares by clicking on them from the start menu or the application tray. However, they work if I use shortcuts. For instance, I cannot open file explorer by clicking on the folder icon, but I can do it by using the WIN+E combination.

Anyway, when this happens I usually have to reboot the laptop, as I said, and the rebooting sometimes takes quite long.
For instance, if I had clicked on many programs to try and open them after waking my laptop, it's as if they are starting to run and are left forever in the initialization status. So, if then I try to reboot, shutting off the laptop will take a while, because it will be as if there are many running programs,  that the laptop is trying to kill before shutting down.

Finally, I thought that this could be a driver-related issue, so I tried to update everything, both using Windows Update and Dell Update utilities. Some attempts were not successful at first, but I finally managed to install all updates available, though the problem is still there.

Could it be an issue related to the malware Malwarebytes found on June 27th?

Thank you 
Fabb

 

[Maurice Naggar]

Hi  Fabb    

My name is Maurice. I will be helping and guiding you, going forward on this case.
Let me know what first name you prefer to go by.

 

Please follow my directions as we go along.  Please do not do any changes on your own without first checking with me. 
If you will be away for more than 3 consecutive days,  do try to let me know ahead of time, as much as possible. 
  
Please only just attach   all report files, etc  that I ask for as we go along.

I would appreciate  getting some key details from this machine in order 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.

Do have patience while the report tool runs.  It may take several minutes.  Just let it run & take its time.  You may want to close your other open windows so that there is a clear field of view.
Download Malwarebytes Support Tool
     

    Once the file is downloaded, open your Downloads folder/location of the downloaded file
    Double-click mb-support-1.6.2.802.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
Now click the left-hand side pane "I do not have an open support ticket"

    You will be presented with a page stating, "Get Started!"
    Do NOT use the button “Start repair” !   But look instead at the far-left options list in black.

    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.  Please do have patience.  It takes several minutes to gather.
   
    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.

Please know I help here as a volunteer.  and that I am not on 24 x 7.
Help on this forum is one to one.   Again, please be sure to ONLY attach report files  with your reply (s)  as we go along.  Do not do a copy / paste into main body.

Thank you,
Sincerely.

[Fabb]

Hi Maurice, thank you for your answer. 
Here is the report:

mbst-grab-results.zip

[Maurice Naggar]

Hello.   Thank you so much for the zip report file.   I am going to list a whole bunch of tips.  as many as I can think of at this time, so that we get things a bit better under control.  Just please do not get over-alarmed or the likes.  These are all intended to help.

The most recent Malwabytes scan that flagged & quarantined things was on June 27 when it quarantined some 7-zip uninstall file.

That is not a issue.

.

Here we go with the tips.

[  1   ]

There is one setting in Malwarebytes that needs to be off.   So that the Microsoft Windows Defender is all enabled.   The Premium ( or trial ) protections of Malwarebytes will still be on.

Start Malwarebytes. Click Settings ( gear ) icon. Next, lets make real sure that Malwarebytes does NOT register with Windows Security Center 

Click the Security Tab. Scroll down to 

"Windows Security Center"

Click the selection to the left  for the line "Always register Malwarebytes in the Windows Security Center".

Keep Malwarebytes  open for the next steps.

[   2   ]

Click the GENERAL Tab.    Scroll down to

 "Beta Updates".   click that to the far right.

 

next   Scroll back up to the top   and click on "Check for Updates" button.

Have patience.  Follow the prompts.

The latest beta Version is the one with Version 4.1.2.73   WITH  Component 1.0.988

That beta should help out a lot.

[    3    ]

Change the set time for the Scheduled scan in your program to some other time of the day other than 2:17 AM

Lets make it like something at the lunch break time, like 12: 10 PM

Look at bullet point 3.2    in this article   https://support.malwarebytes.com/hc/en-us/articles/360038479174-Set-up-automatic-scans-in-Malwarebytes-for-Windows-v4

 

[   4   ]

Re-verify that the Malwarebytes is on the Component 1.0.988

In Settings >>  click the About tab   and do a look-see

[   5   ]

Some tips on how to deal with difficult spots.   IF and only if there are some lock-ups or such,

here are some tips.

You may just turn off the "Ransomware protection" of the Malwarebytes by either setting it Off on the main screen of the program.

Or else thru the use of the Malwarebytes notification icon on the task bar by starting a Right-click on it

See this article guide   https://support.malwarebytes.com/hc/en-us/articles/360038524254-Quit-Malwarebytes-for-Windows-Premium-services

 

[   6   ]

Keep me advised on this  & if you have questions,  ask me first.   Just simply do not uninstall the program  on your own.

.

[  7  ]

I have a post about making Windows recovery media and some other tips.   You may want to bookmark that / review that.

https://forums.malwarebytes.com/topic/261912-general-notes-on-windows-recovery-media/

 

[Maurice Naggar]

Good morning.  i hope you are doing well.

Just simply wanted to see whether your Malwarebytes is on the very latest Beta with the Component 1.0.990

because that one has good benefits, including the fix for wake-from-sleep mode.

The latest Beta announcement is here https://forums.malwarebytes.com/topic/257042-malwarebytes-41-beta/?do=findComment&comment=1395736

 

Just know, that it helps all versions of Windows   ( not just 2004 )   & that it does fix the issue you had had.

Please let me know if you need any other help.

Sincerely,

Maurice

[Fabb]

Hello Maurice, thank you for your reply.
I followed steps 1-4 and my Malwarebytes is indeed with version 1.0.990.
I did not understand the purpose of step 5: why should I stop ransomware protection?

Anyway I confim to you that with component version 1.0.990 the problem seems now solved. (It was still a problem with version 1.0.988, I checked three days ago but then I forgot to reply).

Thank you

[Maurice Naggar]

Hello.

I am very very glad to know your machine is doing well and normal.   Hurrah.

The note # 5 is very much conditional  & was only meant if one ran into some other condition.   {  I had phrased it as ""

IF and only if there are some lock-ups or such,    here are some tips."".

.

Is there anything else that you need at this point ?

[Maurice Naggar]

Hi.   I am happy to have helped.   These are tips on best practices to keep pc safe.

 

Backup is your best friend.  Keep backups of your system on a regular basis to offline storage & keep those safe. https://forums.malwarebytes.com/topic/136226-backup-software/

It is not enough to just have a security program installed. Each pc user needs to practice daily safe computer and internet use.

Best  practices & malware prevention:
Follow best practices when browsing the Internet, especially on opening links coming from untrusted sources.
First rule of internet safety: slow down & think before you "click".
Never click links without first hovering your mouse over the link and seeing if it is going to an odd address ( one that does not fit or is odd looking or has typos).

Free games & free programs are like "candy". We do not accept them from "strangers".

Never open attachments that come with unexpected ( out of the blue ) email no matter how enticing.
Never open attachments from the email itself. Do not double click in the email. Always Save first and then scan with antivirus program.

Pay close attention when installing 3rd-party programs. It is important that you pay attention to the license agreements and installation screens when installing anything off of the Internet. If an installation screen offers you Custom or Advanced installation options, it is a good idea to select these as they will typically disclose what other 3rd party software will also be installed.
Take great care in every stage of the process and every offer screen, and make sure you know what it is you're agreeing to before you click "Next".

Use a Standard user account rather than an administrator-rights account when "surfing" the web.
See more info on Corrine's SecurityGarden Blog http://securitygarden.blogspot.com/p/blog-page_7.html
Dont remove your current login. Just use the new Standard-user-level one for everyday use while on the internet.

 

Keep your system and programs up to date. Several programs release security updates on a regular basis to patch vulnerabilities. Keeping your software patched up prevents attackers from being able to exploit them to drop malware.

For other added tips, read "10 easy ways to prevent malware infection"

 

Stay safe.  I wish you all the best.   😎

Sincerely,

Maurice

[Maurice Naggar]

Glad we could help.

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Please review the following for Tips to help protect from infection

Thank you