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Program crashes when trying to view scan results


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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. 
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  14. Select Yes to install Malwarebytes.
  15. Malwarebytes for Windows will open once the installation completes successfully.

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-The Malwarebytes Forum Team

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  • Staff

Greetings,

As indicated in the previous thread, the most likely cause is a conflict with Norton.  Please run the official Norton Removal Tool located here and restart your system once it has finished removing Norton, then do the following and see if Malwarebytes works properly or not:

  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

Please let us know how it goes and whether or not Malwarebytes still crashes or not.

Thanks

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  • Staff

By the way, if removing Norton doesn't resolve the issue, I also just noticed another possible issue in your logs:

Location: HKLM\SOFTWARE\Microsoft\Windows NT\CurrentVersion\appCompatFlags\Layers
C:\Program Files\Malwarebytes\Anti-Malware\mbam.exe          [FaultTolerantHeap]

Removing that entry from the registry may resolve the issue, assuming it wasn't just added by Windows itself due to the program crashing repeatedly.  Please create a system restore point as indicated in this Microsoft support article, then proceed with the following:

  • Open regedit.exe by typing Registry Editor in the search bar in the START menu and clicking on it to open it, clicking Yes when prompted by User Account Control
    In Registry Editor, click the > next to each folder to navigate to HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows NT\CurrentVersion\appCompatFlags\Layers and click on the Layers folder to select it
  • Right-clicking on the entry for C:\Program Files\Malwarebytes\Anti-Malware\mbam.exe and selecting Delete and confirming when prompted.

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

Thanks

Edited by exile360
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  • Staff

Well that's strange as it should certainly be there.

Please try opening C:\Windows and locate regedit.exe and double-click on it; if that isn't there then something very strange is going on with the system.

Please also provide a fresh set of logs so I can make sure that the Norton Removal Tool removed all traces:

  1. 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

Thanks

Edited by exile360
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  • Staff

There's something wrong here and it may be due to infection.  Please follow the instructions in this topic, skipping any steps you are unable to complete, then create a new topic in our malware removal area by clicking here and a malware removal specialist will guide you in checking and cleaning your system of any threats which will hopefully also resolve the other issues, including the problems with Malwarebytes crashing.

Edited by exile360
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  • Staff

The most recent scan logs are showing some detections in Firefox which are just PUPs (Potentially Unwanted Programs) which definitely shouldn't be causing all these issues.

I'll take a look at the previous logs as well, but go ahead and head over to the malware removal area so that they can get the system cleaned up and hopefully that will resolve it, but if it doesn't, once they're done you can return here and we can continue troubleshooting the issue.

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  • Staff

I finished checking the rest of the logs and the only other item showing up looks to be a false positive by the new machine learning heuristics engine; I don't believe that file is an actual threat, but there may be other threats not being detected by the scans.

Either way, at this point I want to make certain the system is cleaned before we proceed just in case this is due to some threat interfering with Malwarebytes, especially since the Support Tool is now failing to run as well.

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  • Staff

Hello again.  A colleague just informed me that the older version of Dell Backup and Recovery you have installed on your system may be the cause of the issue.  If you don't use it you may uninstall it then restart your system and test to see if it's fixed, otherwise you should update it to the latest version which can be found here.

Please let us know how it goes.

Thanks

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