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Malwarebytes Tray Application stopped Working


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Good afternoon,

Malwarebytes Tray application stopped working at the initiation of Scan with Malwarebytes 4.2.3.96 Component Package 1.0.1104

Using Windows 10 Pro 2004 OS Build 19041.610 Desktop PC

Have not ran the repair or clean functions with MB Support Tool 1.8.0.848, yet

Description
Faulting Application Path:    C:\Program Files\Malwarebytes\Anti-Malware\mbamtray.exe

Problem signature
Problem Event Name:    APPCRASH
Application Name:    mbamtray.exe
Application Version:    4.0.0.829
Application Timestamp:    5f936297
Fault Module Name:    Qt5Core.dll
Fault Module Version:    5.14.1.0
Fault Module Timestamp:    5f84e8d4
Exception Code:    c0000005
Exception Offset:    0000000000219dc5
OS Version:    10.0.19041.2.0.0.256.48
Locale ID:    1033
Additional Information 1:    e2c9
Additional Information 2:    e2c9031dff7d8115bd17c13395f5efb1
Additional Information 3:    2fc1
Additional Information 4:    2fc1c8dd371a6612a095b16b86a7cb59

Extra information about the problem
Bucket ID:    aaa30b4698fffc45872479cee945a823 (1667591691617806371)

Crash Dump and Logs:

 

mbamtray_exe.5940.zip mbst-grab-results.zip

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  • Staff

***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: 

Spoiler

For any of these issues:

  • Renewals
  • Refunds (including double billing)
  • Cancellations
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  • Multiple Transactions
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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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  • Staff

Greetings,

Thank you for providing the logs and crash dumps.  Please try restarting the system first just in case the issue was caused by a recent program update that hadn't completed yet.

If the issue still persists, please proceed with a clean install using the Malwarebytes Support Tool to see if that resolves the issue.  Instructions on doing so can be found below if needed:

  1. 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

Once that is done, test to see if the crash still occurs or not and let us know how it goes.

Thanks

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Thank you, exile360 for the quick reply

The only updates I have received today was Defender & Malwarebytes definitions

I performed a system restart and reran the scan, the error did not reoccur

I will check it again later this evening and gather a fresh set of logs if it reoccurs, along with the Support Tool Clean function

 

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