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The Blue Screen of Death appears on my computer for a few months now. It doesn't appear every day but it does happen at least once a month. I did a research and I found out that malwarebytes is the possible cause of this problem. I downloaded the Malwarebytes support tool and I attached the zip file it created on this post. I would appreciate if you could please help me with this issue.

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:

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  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.

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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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Greetings,

It might be a conflict with F-Secure.  Please try uninstalling F-Secure from your system, then restarting and testing to see if the issue still occurs or not.  If it doesn't you may either keep Malwarebytes running alone, re-enable the built in Windows Defender AV to run alongside Malwarebytes, or try creating exclusions between F-Secure and Malwarebytes to see if that fixes the issue.

To re-enable Windows Defender AV, open Malwarebytes and go to settings by clicking the small gear icon in the upper right, then select the Security tab and disable the option listed under the Windows Security Center section and restart your computer.  Once the system restarts, Windows Defender should be enabled automatically and should run without issues alongside Malwarebytes Premium.

If you wish to instead try creating exclusions to see if the two can run alongside each other, refer to the information in this support article for items to exclude/allow/trust in F-Secure for its real-time protection and scanning components, and add F-Secure's main program folder, likely located under C:\Program Files and/or C:\Program Files (x86) to Malwarebytes allow list by using the method described under the Allow a file or folder section of this support article and do the same for its primary data folder which is likely located under C:\ProgramData (you may need to have Windows show hidden files and folders to see that location).

Additionally, it may be helpful to the Quality Assurance and Development teams to get the memory dumps from the crashes.  Please copy the following files to a convenient location where you have full write access permissions such as your desktop then compress them into a single ZIP archive by selecting all of them and right-clicking on one of them and hovering your mouse over Send to and selecting Compressed (zipped) folder and uploading it to a site such as WeTransfer.com:

C:\WINDOWS\Minidump\122220-56687-01.dmp
C:\WINDOWS\Minidump\122620-40546-01.dmp
C:\WINDOWS\Minidump\122920-30312-01.dmp
C:\WINDOWS\MEMORY.DMP

To send the file as a link, click on the circle button containing the three periods (...) and selecting the option Get transfer link, then scrolling back up and clicking the round blue + button to browse to the location of the ZIP file and selecting it.  Once it finishes uploading it will provide you with a link to download the file; please post it back here.

Please let us know how it goes and if you still experience the BSOD or not.

Thanks

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  • 2 weeks later...

Greetings,

A new beta has been released which addresses some BSOD issues.  To install it, open Malwarebytes and navigate to settings by clicking the small gear icon in the upper right, then scroll down to the Beta updates section under the General tab and enable the option to install beta updates, then scroll back to the top and click the Check for updates button to install the new beta.  Once it finishes, restart the system and test to see how things go and let us know if you still experience the intermittent BSOD issue or not.

Thanks

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