BSoD with Privacy

[Dev1]

The system works fine from start up, but if I turn off Privacy to access local location sites, and then turn Privacy back on, the Win10 (up to date) system crashes.

The Win10 reliability screen shot is attached. This has happened 4-5 times now and would like to know how to stop it.

TIA

[Malwarebytes]

***This is an automated reply***

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[exile360]

Greetings,

I'm sorry you're experiencing issues with Malwarebytes Privacy, but hopefully we can get the problem sorted for you.  To start, please do the following so that we may take a look at your system and configuration to see if we can find out what the cause might be:

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
   

Thanks

[Dev1]

mbst-grab-results.zip

Thank you for the prompt reply. Please find the file attached.

I also have a Premium 5 user license for the regular MB product if you need the key information.

I don't log out of Privacy very often, so it is not a big deal, just very annoying. I look forward to the solution.

Kind regards

[Dev1]

mbst-grab-results.zip

Thank you for the prompt reply. Please find the file attached.

I also have a Premium 5 user license for the regular MB product if you need the key information.

I don't log out of Privacy very often, so it is not a big deal, just very annoying. I look forward to the solution.

Kind regards

[exile360]

Thanks, please open Malwarebytes Premium (not Privacy) and go to settings by clicking the small gear icon in the upper right, then select the Security tab and click the Advanced link below the Windows startup section and toggle the option Enable self-protection module to the Off position and restart your system, then test to see if the crashing issue is resolved.  This may be due to a known issue with the self-protection in Malwarebytes that occurs on some systems which should be fixed in an upcoming release, but in the meantime you can keep self-protection in Malwarebytes disabled to work around the issue.

Additionally, please provide the following memory dump files in case they are required by the QA and Dev teams for analysis by copying them to your desktop or another convenient location where you have full write access, then select all of them and right-click on one of them and hover your mouse over Send to and select Compressed (zipped) folder and upload the resulting ZIP file to WeTransfer.com, clicking the button that looks like 3 periods with a circle around them (...) and select the option to share the file as a link and once the upload completes, post the download link:

C:\WINDOWS\Minidump\010421-15656-01.dmp
C:\WINDOWS\Minidump\010421-12906-01.dmp
C:\WINDOWS\Minidump\010421-20828-01.dmp
C:\WINDOWS\Minidump\010521-12796-01.dmp
C:\WINDOWS\Minidump\010621-11671-01.dmp
C:\WINDOWS\MEMORY.DMP

Please let us know how it goes.

Thanks

[Dev1]

Hi unfortunately the solution didn't work. It gave the usual BSoD message "Process has locked pages". The other usual one is "System Service exception"

The link is https://we.tl/t-5mpdNsWwtE

For some reason the only .dmp files were as per the included. There was only one 010421 file, but some new ones from yesterday and today.

Hope this helps.

Best regards

[exile360]

Thanks for the info.  One other possibility may be due to a known issue with some older CPUs which lack certain modern instruction sets.  Based on your motherboard info, it's a Z68 chipset based board which supports 2nd gen Intel CPUs, so it may be one of the newer instruction sets such as AVX2 which might be the issue (though I don't know for certain as I'm not a Developer of course).  Which CPU do you have?  If you aren't sure, you should be able to open Settings in Windows and select System and click on the About menu item on the bottom left and it should be indicated where it says Processor:.

Since I do not know which specific instruction set(s) is/are lacking to cause that particular known issue, we'll also see if trying some alternative potential solutions resolves the problem, starting with a clean install of Malwarebytes:

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's done, test once more to see if the system still crashes.  If it does, proceed with updating your network controller drivers.  The latest from Realtek can be found on this page and is the third item listed called Win10 Auto Installation Program; also note that you can initiate the download without entering a real email address if you aren't comfortable sharing it with Realtek (since they likely wish to use it for marketing/sharing purposes for profit as most companies seem to do these days), you can instead enter a fake/non-existent email, then fill in the captcha it displays and click 'Go' and the download should start (I tested it myself to make sure).

Once the driver download completes, extract it and run the Setup.exe file and follow the onscreen instructions to install the new drivers, restarting your system once the process completes.

After that finishes, test once more to see if the BSOD still occurs or not.

Please post back to let me know how it went.

Thanks

[Dev1]

System summary.txt

This seems like a lot of work to fix a problem that only happens on the odd times I need to log into a local site without the Privacy. The system info is attached.

Since it is a dual boot system, I will just use the Linux side when needed to view this information

When is the the next update come out that might cure this? Also is the Linux version due soon?

Thanks and regards

[exile360]

I don't know exactly when they plan to release the fix, but it should be sometime soon based on posts I've seen from the staff on the subject.  The beta build was due a week or so ago, but was delayed due to the holidays since much of the core staff was on vacation.  Hopefully they'll have the beta ready and released soon for testing and validation.

I don't have any info on a Linux version unfortunately, but I will inform the Product team of your interest in one.  I'll also be submitting your logs and crash dumps to the Dev and QA teams for analysis in case they need it for their ongoing work on the issue.

Thanks for all the info and logs you have provided; hopefully we'll have a fix available for you soon.

[exile360]

@gatortail, could you please verify whether the BSODs Dev1 is experiencing are in fact being caused by the same CPU instruction set support issue causing others?  The CPU is a 2nd gen Intel 2500K.

Memory dumps can be downloaded here: https://we.tl/t-5mpdNsWwtE

[gatortail]

@exile360 yes that appears to be the case.  The build we're currently working on should hopefully address this BSOD.

[exile360]

Thanks for the verification.  @Dev1, it looks like the new beta should address the issue once it becomes available.

Thanks @gatortail for the assist.

[Dev1]

Thanks for the reply and good news about the fix due soon.

From the Task Manager I noticed the attached below. It seems to have settled down now, but I am not sure if it is part of the same issue.

I have been very happy with both the normal MB product and Privacy to date, and would be disappointed if the issue continued for too long. My renewal is due in April.

Kind regards

 

[exile360]

The CPU usage is likely from one of the other components of protection, or it could be due to a scan if it's running a scheduled scan in the background.  Web Protection is generally very light on CPU with the only exception being during a database update.  The following are the most common reasons you might see CPU spikes in MBAMService.exe:

1. Scan running; either a manual scan initiated by the user or a scheduled scan running in the background
2. Refreshing its databases immediately following an update; if this is the cause, things should settle down within 10~30 seconds usually once it has refreshed the Web Protection databases for blocked websites
3. Malware Protection component analyzing a new process/thread attempting to execute in memory to determine if it's malware or not (this is usually very brief, lasting only a few seconds or less)
4. Ransomware Protection analyzing process activity in memory or file/disk activity if the activity bears resemblance to any of the tasks associated with an active ransomware infection (i.e. file encryption/deletion etc.)
   

Usually, at least in my experience, the Web Protection and Exploit Protection are very light in real-time.

[AdvancedSetup]

Hello @Dev1

Can you please try the following installer and let us know if this corrects the issue or not

https://downloads.malwarebytes.com/file/mbprivacy-offline-beta-2.0

Thank you

 

[Dev1]

Thanks for sending this link but it got to about 60% then crashed out with the usual "Process has locked pages". I ran it as Admin and didn't have anything else running.

The dmp file is attached. Should I uninstall Privacy first or should it overwrite what is already there?

Best regards

011221-11671-01.dmp

[Porthos]

13 minutes ago, Dev1 said:

should it overwrite what is already there?

Yes, you can install over what you have.

[nikhils]

Hello @Dev1

If you continue to get a BSOD after the new build is installed can you please do this:

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

 

Thanks

Edited January 13, 2021 by AdvancedSetup
corrected font issue

[Dev1]

Hi Nikhil, unfortunately it still crashed out when trying to install the latest version with the usual "Process has locked pages". I ran it as Admin and didn't have anything else running.

The grab file is attached.

Hopefully it will give a hint as to what is going wrong. I have to log out of Privacy if I want to access my local internet account and also to get the correct web info for Amazon shopping.

I then restart Privacy and it crashes.

Kind regards

mbst-grab-results.zip

[nikhils]

Hello @Dev1

Can you please send us these two dump files:

C:\WINDOWS\Minidump\011421-11015-01.dmp [created:01/14/2021  18:09]
C:\WINDOWS\MEMORY.DMP                   [modified:01/14/2021  18:09]

Thank you.

[Dev1]

Please find the dmp file attached.

The MEMORY.DMP is 680KB or 148KB when zipped. This exceeds the upload file size.

Do you have an alternative way to get the file?

Best regards

 

011421-11015-01.dmp

[exile360]

You can upload the file that was too large to WeTransfer.com and select the option to share the file as a link and post the link back here once the upload is complete.

Thanks

[Dev1]

Sorry I forgot about this option.

The link is https://we.tl/t-IzkIJbKoHb

Regards

[nikhils]

Hello @Dev1

Thank you for the dump files. We are looking into it.

I will get back to you based on what we discover and the next steps.

Thank you for your patience and time.