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MBAM starts OK but one service stops and will not restart


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When I start the computer (Windows7 HP 64bit) either the malware protection or the ransomeware protection immediately stops.  On one occasion, both stopped!

I've tried MANY things which include (for windows) scan system files, repair install windows and (for MBAM) uninstall and reinstall both 'normally' and using the support tool (several times).

I've disabled anything that might interfere with it but it makes no difference.  The machine is running Avast AV and WIndows firewall.

I've run the diagnostic tool from support tool and the zip file is attached.  I assume there is something interfering but I can't think what!

Where can I go next?

p.s. a scan with MBAM finds nothing

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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3 minutes ago, Trentham said:

The machine is running Avast AV

There are known issues when using Avast.

I would recommend creating exclusions between Malwarebytes and Your AV to help prevent any possible conflicts or performance issues.  Please add the items listed in this support article to Your AV 's allow list(s)/trust list(s)/exclusion list(s) particularly for any of its real-time protection components and likewise add Your AV 's program folder(s) (likely located under C:\Program Files and/or C:\Program Files (x86)) to Malwarebytes' Allow List 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 show hidden files and folders to see it).

 

Please also refer to this support article which lists several known applications which conflict with the Web Protection in Malwarebytes currently, which includes Avast.

 

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Thanks for the suggestions but I'd already got those exclusions/adds in place and also it's not the web protection that's failing but the malware protection, and sometimes the ransomware protection.  The web and exploit protections have continued to run OK.

I've also got MBAM premium running quite happily alongside Avast on several of my client's machines but this is the first time I've encountered an issue like this.

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  • Root Admin

Agreed that using an OS prior to Windows 10 does have an increased risk factor thus you should really make sure your system is properly backed up so that you can restore either data or Windows if or when needed.

Backup Software
https://forums.malwarebytes.org/index.php?/topic/136226-backup-software


Macrium Reflect discussion
https://forums.malwarebytes.com/topic/264011-backup-files-software-which-one-to-choose-2020/?tab=comments#comment-1408188

 

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18 hours ago, Porthos said:

You log showed you did not have any exclusions in Malwarebytes for Avast.

That's true, I was a bit unclear.  On a previous installation (I've reinstalled from scratch several times) I have  had those exclusions in place but to no avail.  When I ran the log, they weren't in place (though are now).

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17 hours ago, AdvancedSetup said:

Agreed that using an OS prior to Windows 10 does have an increased risk factor thus you should really make sure your system is properly backed up so that you can restore either data or Windows if or when needed.

Backup Software
https://forums.malwarebytes.org/index.php?/topic/136226-backup-software


Macrium Reflect discussion
https://forums.malwarebytes.com/topic/264011-backup-files-software-which-one-to-choose-2020/?tab=comments#comment-1408188

 

The computer is totally backed up, though not with Malwarebytes stuff but by other means as well as using Macrium Reflect to store a system image.

However, I'm more interested in knowing whether anyone can say why MBAM isn't working rather than discuss what OS my client should be using!  I've always touted MBAM as the best there is but if we can't fix this, there's no point keeping it. 

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