Lollie Posted August 28, 2020 ID:1404131 Share Posted August 28, 2020 Just had two BSOD apparently due to mwac.sys. I would attach the memory dump file created at time but it's too big according to forum (size is 950MB). What can I do? Link to post Share on other sites More sharing options...
Staff Malwarebytes Posted August 28, 2020 Staff ID:1404132 Share Posted August 28, 2020 ***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 Download Malwarebytes Support Tool 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. Place a checkmark next to Accept License Agreement and click Next Navigate to the Advanced tab 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. To provide logs for review click the Gather Logs button Upon completion, click OK A file named mbst-grab-results.zip will be saved to your Desktop Please attach the file in your next reply. To uninstall all Malwarebytes Products, click the Clean button. Click the Yes button to proceed. Save all your work and click OK when you are ready to reboot. After the reboot, you will have the option to re-install the latest version of Malwarebytes for Windows. Select Yes to install Malwarebytes. Malwarebytes for Windows will open once the installation completes successfully. Screenshots: Spoiler Spoiler 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 More sharing options...
Lollie Posted August 28, 2020 Author ID:1404134 Share Posted August 28, 2020 Attaching the log from using the Malwarebytes Support Tool. mbst-grab-results.zip Link to post Share on other sites More sharing options...
LiquidTension Posted August 28, 2020 ID:1404137 Share Posted August 28, 2020 Hello, Thanks for the report. Please upload MEMORY.dmp to a file hosting service such as WeTransfer.com and share the download link in a forum post. Could you provide more details on what events took place leading up to either BSOD? Is there anything in particular you were doing around the time the BSODs occurred? Was Private Internet Access or any other type of network filtering software (aside from Malwarebytes Web Protection) running at the time? Are you able to reproduce the BSOD on-demand? Link to post Share on other sites More sharing options...
Lollie Posted August 28, 2020 Author ID:1404140 Share Posted August 28, 2020 Saw another BSOD post asking about VPNs - both times I had started my VPN when BSOD happened. Do you know of any other file hosting places? That one was going to take two hours to get a link (I'm on adsl). Link to post Share on other sites More sharing options...
Lollie Posted August 28, 2020 Author ID:1404141 Share Posted August 28, 2020 Can't edit posts here? But yes my VPN is Private Internet Access, they had an update not too long ago, though today was first time I saw any BSOD issues. Link to post Share on other sites More sharing options...
Lollie Posted August 28, 2020 Author ID:1404142 Share Posted August 28, 2020 Linking the memory dump file. LINK Link to post Share on other sites More sharing options...
Lollie Posted August 28, 2020 Author ID:1404145 Share Posted August 28, 2020 The windows debug tool also mentions Deluge (torrent client) in that memory dump. So Malwarebytes vs Deluge and my VPN Private Internet Access. Link to post Share on other sites More sharing options...
Lollie Posted August 29, 2020 Author ID:1404353 Share Posted August 29, 2020 Just wondering if any of this is useful, really don't want to have to disable web protection when I want to use my VPN. Adding just in case this is also of any use - was running VLC (media player) at time as well in both cases. Link to post Share on other sites More sharing options...
Lollie Posted August 30, 2020 Author ID:1404568 Share Posted August 30, 2020 Hello? Can someone please tell me if the files I attached have been seen? Link to post Share on other sites More sharing options...
Porthos Posted August 30, 2020 ID:1404572 Share Posted August 30, 2020 17 minutes ago, Lollie said: Hello? Can someone please tell me if the files I attached have been seen? It is the weekend. Staff does not do much on the weekends and will get to it during the week. @LiquidTension Link to post Share on other sites More sharing options...
Lollie Posted August 31, 2020 Author ID:1404707 Share Posted August 31, 2020 15 hours ago, Porthos said: It is the weekend. Staff does not do much on the weekends and will get to it during the week. @LiquidTension Okay, just I saw the memory dump file hadn't been downloaded at all yet. Was wondering if I needed to do anything else as well. Link to post Share on other sites More sharing options...
Porthos Posted August 31, 2020 ID:1404710 Share Posted August 31, 2020 4 minutes ago, Lollie said: Was wondering if I needed to do anything else as well. If anything else is needed you will be asked. Link to post Share on other sites More sharing options...
Lollie Posted August 31, 2020 Author ID:1404725 Share Posted August 31, 2020 42 minutes ago, Porthos said: If anything else is needed you will be asked. And also wanted to see that someone was seeing the issue and working on it, seeing as Malwarebytes is causing BSOD when running with VPNs. Link to post Share on other sites More sharing options...
exile360 Posted August 31, 2020 ID:1404763 Share Posted August 31, 2020 Malwarebytes is aware of the issue. A member of the staff should respond to this thread soon. Once the issue has been fixed in a release, a member of the staff will likely respond to this thread to let you know as well. Link to post Share on other sites More sharing options...
Lollie Posted August 31, 2020 Author ID:1404788 Share Posted August 31, 2020 1 hour ago, exile360 said: Malwarebytes is aware of the issue. A member of the staff should respond to this thread soon. Once the issue has been fixed in a release, a member of the staff will likely respond to this thread to let you know as well. Okay thanks, when I saw a BSOD on my computer I was horrified, will be happy when this is fixed. I'll camp here till someone replies and a fix is made. Link to post Share on other sites More sharing options...
exile360 Posted August 31, 2020 ID:1404793 Share Posted August 31, 2020 If you are keeping Web Protection disabled to avoid the issue, I highly recommend installing the free Malwarebytes Browser Guard browser extension. It blocks much of the same content as Web Protection in Premium, but just for your web browser rather than for the entire system. Still, with web browsers being the most at risk web facing applications on a PC, having it installed goes a long way to getting back a good portion of the protection provided by the Web Protection layer in Malwarebytes Premium. You can find the extension at the following links: Malwarebytes Browser GuardChromeFirefox If you use any Chromium based browser (such as SRWare Iron, MS Edge Chromium, Vivaldi etc.) it should work just fine there as well (I use it in SRWare Iron personally). It also enhances protection by doing some things that the Web Protection in Malwarebytes can't do due to the fact that the extension is running inside the browser such as behavior based blocking for tech support scam sites (rather than having to first discover them and have Research add them to the web block database) and it also blocks content Web Protection doesn't such as many ads and trackers to help guard your privacy, so once the issue with Web Protection is resolved you should still keep Malwarebytes Browser Guard installed and up to date to enjoy the benefits of both protections. Link to post Share on other sites More sharing options...
Lollie Posted August 31, 2020 Author ID:1404861 Share Posted August 31, 2020 2 hours ago, exile360 said: If you are keeping Web Protection disabled to avoid the issue, I highly recommend installing the free Malwarebytes Browser Guard browser extension. It blocks much of the same content as Web Protection in Premium, but just for your web browser rather than for the entire system. Still, with web browsers being the most at risk web facing applications on a PC, having it installed goes a long way to getting back a good portion of the protection provided by the Web Protection layer in Malwarebytes Premium. You can find the extension at the following links: Malwarebytes Browser GuardChromeFirefox If you use any Chromium based browser (such as SRWare Iron, MS Edge Chromium, Vivaldi etc.) it should work just fine there as well (I use it in SRWare Iron personally). It also enhances protection by doing some things that the Web Protection in Malwarebytes can't do due to the fact that the extension is running inside the browser such as behavior based blocking for tech support scam sites (rather than having to first discover them and have Research add them to the web block database) and it also blocks content Web Protection doesn't such as many ads and trackers to help guard your privacy, so once the issue with Web Protection is resolved you should still keep Malwarebytes Browser Guard installed and up to date to enjoy the benefits of both protections. Thanks, I'll only be turning web protection off when I go to use my VPN. I don't randomly use the internet with my VPN on so doing this will be fine in meantime until this BSOD issue is properly fixed. Just have to remember to switch web protection off first before touching the VPN, because I really don't like putting myself through horrifying bluescreens of death. Was quite worried when those two BSOD happened. Link to post Share on other sites More sharing options...
exile360 Posted August 31, 2020 ID:1404881 Share Posted August 31, 2020 Sounds good, though I'd still recommend installing Browser Guard for everybody, not just those having issues with Web Protection. I have it installed in all my browsers even though I also have Malwarebytes Premium; it works great alongside other extensions like uBlock Origin, HTTPS Everywhere, Privacy Badger etc. too. Link to post Share on other sites More sharing options...
Lollie Posted September 1, 2020 Author ID:1404990 Share Posted September 1, 2020 12 hours ago, exile360 said: Sounds good, though I'd still recommend installing Browser Guard for everybody, not just those having issues with Web Protection. I have it installed in all my browsers even though I also have Malwarebytes Premium; it works great alongside other extensions like uBlock Origin, HTTPS Everywhere, Privacy Badger etc. too. 👍 Link to post Share on other sites More sharing options...
Lollie Posted September 3, 2020 Author ID:1405408 Share Posted September 3, 2020 Hello again. Nobody is replying and the memory dump file I was asked to upload still has not been downloaded. Link to post Share on other sites More sharing options...
exile360 Posted September 3, 2020 ID:1405415 Share Posted September 3, 2020 It may be that LiquidTension is on vacation or something so I have put in a general request to the forum admins and moderators to get a member of Support to analyze your logs and memory dumps. I apologize for the delays. Link to post Share on other sites More sharing options...
Lollie Posted September 3, 2020 Author ID:1405419 Share Posted September 3, 2020 28 minutes ago, exile360 said: It may be that LiquidTension is on vacation or something so I have put in a general request to the forum admins and moderators to get a member of Support to analyze your logs and memory dumps. I apologize for the delays. Thanks, I would really love to see this bug fixed. Getting BSOD from my very essential security software is all shades of horrible. Link to post Share on other sites More sharing options...
exile360 Posted September 3, 2020 ID:1405421 Share Posted September 3, 2020 Since the issue you reported appears to be related to PIA, and we've already seen other users reporting similar problems, the Developers are already aware and working on the issue, and hopefully we will see it addressed in an upcoming release. We'll still make sure that someone does take a look at your dumps and logs, however I just wanted to assure you that the issue is already actively being investigated and worked on by the Devs in case you were concerned that it might not be. Link to post Share on other sites More sharing options...
Lollie Posted September 3, 2020 Author ID:1405423 Share Posted September 3, 2020 9 minutes ago, exile360 said: Since the issue you reported appears to be related to PIA, and we've already seen other users reporting similar problems, the Developers are already aware and working on the issue, and hopefully we will see it addressed in an upcoming release. We'll still make sure that someone does take a look at your dumps and logs, however I just wanted to assure you that the issue is already actively being investigated and worked on by the Devs in case you were concerned that it might not be. Well yes, obviously I would like someone official to be replying to my bug report here. And from reading other threads - "everyone's PC is different attach your logs here issue gets fixed faster" so the things I attached and uploaded might help. Just someone official needs to be looking at them and talking to me. I mean, BSOD caused by Malwarebytes. Not exactly okay to leave people experiencing that. Link to post Share on other sites More sharing options...
Recommended Posts
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 accountSign in
Already have an account? Sign in here.
Sign In Now