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Mwac.sys crashed my computer


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Hey

Malwarebytes component file Mwac.sys crashed my computer earlier this morning so i got a Bsod on my computer.
Windows gave me the following Stopcode/ERROR-Code: KMODE_EXCEPTION_NOT_HANDLED

Failed process: Mwac.sys

 

I am not sure what i should do here, beacause this the first time for me that Malwarebytes has crashed my computer this way.

 

I have the latest windows version and is fully up to date with all updates.

mbst-grab-results.zip

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***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,

I'm sorry you're experiencing trouble but we'll do our best to help.  First, please try installing the latest beta of Malwarebytes to see if that resolves the issue.  To do so, open Malwarebytes and navigate to settings by clicking the small gear icon in the upper right, then under the General tab scroll down to the Beta updates section and enable the option there, then return to the top of the tab and click the Check for updates button.  Once it finishes downloading and installing the update, restart the system and test to see if the issue is fixed or not.

Please let us know how it goes.

Thanks

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By the way, if you could provide the following files they may help the Developers to investigate the issue, assuming the beta doesn't fix it:

C:\WINDOWS\Minidump\012821-10671-01.dmp
C:\WINDOWS\MEMORY.DMP

They will likely be too large to attach here so you can instead add them to a ZIP file and upload them to WeTransfer.com, selecting the option share it as a link by clicking the circular ... button and selecting the option to share the file as a link, then post the link here once the upload completes.

If the BSOD does return the most likely cause is a conflict with Norton360 since both programs use web protection components, so you may need to either disable the Web Protection in Malwarebytes or disable the web filtering component in Norton or remove one of the products in order to resolve the issue as documented in this support article (it doesn't cite Norton specifically, however not every conflicting product is listed there, just some of the ones known to do so).

You could also try installing any program updates for Norton if any are available to see if that resolves the issue as the conflict may be specific to the version installed on your system, assuming a conflict between the two is indeed the cause of the crash.

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I checked your logs, and you've already got Norton excluded in Malwarebytes.  A reference on creating exclusions in Malwarebytes can be found in this support article.  I'm not sure of the exact steps for creating exclusions in Norton 360, but hopefully the details in this Norton support article prove useful.  The items to exclude can be found in this support article.

Edited by exile360
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A new version of Malwarebytes has just been released which includes fixes for several BSOD issues.  Details on the new release can be found in this post.  It should be the same version as the beta, so since you already installed the beta you should be all set, assuming the BSOD you experienced was addressed by the fixes in the new build.

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