Power down Hangs with Ransomware enabled

[budman1]

PC running windows 7 will not shut down with Malwarebytes Ransomware enabled.  I also have Norton 360 which plays nicely with Malwarebytes. Premium.  I have worked with support and sent replies and logs as requested without a fix.  The last email requested I submit this information to Engineering which I highly doubt exists since the has been no fixes either for myself or others reporting the same problem as far back as 2018.

[Malwarebytes]

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[exile360]

Greetings,

Being one of the customers that was affected by this issue on Windows 7 and having been here monitoring the forums the entire time (I report product issues and feature requests to the Product team from the forums as well as helping out with support here), I can state for a fact that most of the users who have been impacted by this issue that reported it here had it corrected long ago in a much earlier release and you are actually the first customer I can recall hearing from who is still impacted by this issue.  This obviously does not mean that no other users are still affected by this, only that the users who reported it here and followed up after the Developers implemented the fixes for it reported that it was fixed for them.

With all of that said, there are a few things you can try to see if they alleviate the issue or at least to eliminate some possible variables, the first of which would be to try temporarily removing Norton using their official uninstall tool located here on Norton's support site and restarting your system, then re-enabling Ransomware Protection and restarting once more to see if the system still hangs (assuming you haven't tried this already).  I doubt that Norton is the cause, but it may be a factor in combination with others that may be contributing to the issue on your system.  We do have other users running Norton alongside Malwarebytes Premium, so I don't think it's too likely that Norton is a factor, but it would be worthwhile to eliminate it as a possibility at least.

Next, while I am sure you have already provided them to Support via your helpdesk ticket, it would help us to document and analyze the issue to get a fresh set of diagnostic logs from the latest version of the Malwarebytes Support Tool:

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

I will document your case for the Product team, and QA/Dev will have access to your logs from here if they require them for analysis.

Thanks

Edited December 13, 2020 by exile360

[budman1]

Windows 7 running Malwarebytes and Norton 360 hangs at power down at 'Stopping Malwarebytes services service' with Malwarebytes ransomware enabled. If I disable Ransomware, power down is normal.

However, if I use the Ransom ware and then attempt to disable it before powering down, The disable function hangs forever.  Malware bytes is able to be closed after a lengthy wait with waiting circle cycling.

Trying to power down after that hangs at normal Windows 'Stopping Sevices' messages.  Subsequent use of computer with Ransomware disabled (Evidently it disabled but never ended) works normally.

I have worked with Support for months uploading logs, testing, etc. with no hope but to post here.

Anyone know of any solution?

[budman1]

Been there... Done that... A LOT... no answers of fixes.

[Porthos]

8 minutes ago, budman1 said:

Been there... Done that... A LOT... no answers of fixes.

You never posted those logs HERE so we can look them over as well.

Edited January 12, 2021 by Porthos

[Porthos]

Already have topic here.

 

[AdvancedSetup]

Topics have been merged. Please follow the directions above to run the MBST tool and post back the requested logs

Thank you @budman1