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Windows 10 - Blue Screen due to mwac.sys

whycantigetthistowork
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whycantigetthistowork

whycantigetthistowork

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I have been receiving blue screens due to mwac.sys beginning yesterday. I also had this issue on the 21st of this month too. Last month, this occured on the 28th and 29th of June. This also happened several times in May and other months. I found this information in the Dell SupportAssist App under System Activity History. I have the latest premium edition with a license that does not expire. How can I resolve this?

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Malwarebytes

Malwarebytes

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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:

  • 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:

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

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For any of these issues:

  • Renewals
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  • 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

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AdvancedSetup

AdvancedSetup

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Hello @whycantigetthistowork

Please try the following.

Open Disk Clean up with Admin rights. Then clean up all the old stuff from the system.

https://www.howtogeek.com/348635/use-windows-10s-new-free-up-space-tool-to-clean-up-your-hard-drive/

Then open an elevated admin command prompt and type in the following and press the Enter key. 

CHKDSK  C:  /F

Then press the Y key to tell it to run a disk check on reboot.

Then type in the following 

SFC  /SCANNOW

Then type in or copy / paste the following. 

DISM.exe /Online /Cleanup-image /Restorehealth

Then run the following uninstall routine and reinstall Malwarebytes and let us know if it's working now or not.

Uninstall and reinstall Malwarebytes using the Malwarebytes Support Tool

Thanks

 

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AdvancedSetup

AdvancedSetup

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Please download Farbar Recovery Scan Tool and save it to your desktop.

Note: You need to run the version compatible with your system.
You can check here if you're not sure if your computer is 32-bit or 64-bit

  • Double-click to run it. When the tool opens click Yes to disclaimer.
  • Press the Scan button.
  • It will make a log (FRST.txt) in the same directory the tool is run. Please attach it to your reply.
  • The first time the tool is run, it also makes another log (Addition.txt). Please attach it to your reply as well.

Thank you

 

 

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AdvancedSetup

AdvancedSetup

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Please see the following security post from Dell

https://www.dell.com/support/article/en-au/sln317291/dsa-2019-084-dell-supportassist-for-business-pcs-and-dell-supportassist-for-home-pcs-security-update-for-pc-doctor-vulnerability?lang=en

Please check and update or consider uninstalling the Dell support software

The version number you show looks like it may have already been updated though but best to double-check

 

 

Please download the attached fixlist.txt file and save it to the Desktop or location where you ran FRST from.
NOTE. It's important that both files, FRST or FRST64, and fixlist.txt are in the same location or the fix will not work.

Please make sure you disable any real time antivirus or security software before running this script. Once completed make sure you re-enable it.

NOTICE: This script was written specifically for this user, for use on this particular machine. Running this on another machine may cause damage to your operating system that cannot be undone.

Run FRST or FRST64 and press the Fix button just once and wait.
If the tool needs a restart please make sure you let the system restart normally and let the tool complete its run after restart.
The tool will make a log on the Desktop (Fixlog.txt) or wherever you ran FRST from. Please attach or post it to your next reply.

Note: If the tool warned you about an outdated version please download and run the updated version.

NOTE-1:  This fix will run a scan to check that all Microsoft operating system files are valid and not corrupt and attempt to correct any invalid files. It will also run a disk check on the restart to ensure disk integrity. Depending on the speed of your computer this fix may take 30 minutes or more.

NOTE-2: As part of this fix all temporary files will be removed. If you have any open web pages that have not been bookmarked please make sure you bookmark them now as all open applications will be automatically closed. Also, make sure you know the passwords for all websites as cookies will also be removed. The use of an external password manager is highly recommended instead of using your browser to store passwords.

The following directories are emptied:

  • Windows Temp
  • Users Temp folders
  • Edge, IE, FF, Chrome and Opera caches, HTML5 storages, Cookies and History
  • Recently opened files cache
  • Flash Player cache
  • Java cache
  • Steam HTML cache
  • Explorer thumbnail and icon cache
  • BITS transfer queue (qmgr*.dat files)
  • Recycle Bin

Important: items are permanently deleted. They are not moved to quarantine. If you have any questions or concerns please ask before running this fix.

The system will be rebooted after the fix has run.

fixlist.txt

Thanks

 

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  • 2 weeks later...
  • Root Admin
AdvancedSetup

AdvancedSetup

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  • Root Admin
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Please visit the following site and let Dell analyze your system and see if it finds any newer drivers, especially for your network cards

https://www.dell.com/support/home/en-us?app=products

Please also download the following software and run it and update any software it finds out of date.

Patch My PC Home Updater
https://patchmypc.com/home-updater

 

Thank  you

 

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AdvancedSetup

AdvancedSetup

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  • Root Admin
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Glad we could help.

If you need this topic reopened, please send a Private Message to any one of the moderating team members. Please include a link to this topic with your request.

This applies only to the originator of this thread. Other members who need assistance please start your own topic in a new thread.

Please review the following for Tips to help protect from infection

Thank you

 

 

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  • 2 weeks later...
  • Root Admin
AdvancedSetup

AdvancedSetup

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Due to the lack of feedback, this topic is closed to prevent others from posting here.

If you need this topic reopened, please send a Private Message to any one of the moderating team members. Please include a link to this topic with your request.

This applies only to the originator of this topic. Other members who need assistance please start your own topic in a new thread.

Tips to help protect from infection

Thanks

 

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