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Malwarebytes Web protection slowing down PC

Malphas

By Malphas
in Resolved Malware Removal Logs

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Malphas

Malphas

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I noticed this about 2 days ago. 

Whenever I got to do some web browsing the pc would get really slow and even closing the browser did not help.

I tried unninstalling Mbytes and I did not happened anymore, so I installed it again to do some troubleshooting. As I was getting another slow down again I tried disabling Mbytes serives one by one, and when I clicked to disabe Web Protection it didnt show as disabled (the circle kept spinning as showing 'disabling') but the slowdowns stopped. But then I ran into another issue, I wasn't able to browse the internet anymore, so I had to completelly uninstal Mbytes with the support tool.

Could you guys help me solve this issue as I really like the services I got from premium?

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Malphas
Malphas

Thank you for the help

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Malwarebytes

Malwarebytes

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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:

Spoiler
  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.

Screenshots:

Spoiler
 
 
 
 
Spoiler

 

 

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If you are having licensing issues, please do the following: 

Spoiler

For any of these issues:

  • Renewals
  • Refunds (including double billing)
  • Cancellations
  • Update Billing Info
  • Multiple Transactions
  • Consumer Purchases
  • Transaction Receipt

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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Porthos

Porthos

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7 minutes ago, Malphas said:

Could you guys help me solve this issue as I really like the services I got from premium?

Can you please collect and upload as an attachment the diagnostic data using our MBST?

  • Download and run the Malwarebytes Support Tool
  • Accept the EULA and click Advanced tab on the left (not Start Repair)
  • Click the Gather Logs button, and once it completes, attach the zip file it creates on your desktop to your next reply
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Porthos

Porthos

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Please do the following Uninstall and reinstall using the Malwarebytes Support Tool

Please have lots of patience with the tool.  The first phase is a cleanup and does require a Windows Restart.
After the Restart, it may take 2 - 3 - 4 minutes till the Support tool screen shows up.   Please be patient and have faith.  Wait for it, whatever it takes.
The 2nd phase is where it offers to do a new Install.

 Let me know if that clears up the issue or not.

If it does not fix the issue, we can go from there.

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Malphas

Malphas

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The logs I just posted were collected with Mbytes installed and everything enabled and the PC *****ed up. Then, I disabled Web Protection and had to restart because no I had not connection. After the restart, just the Web Protection is disabled and I see no issues. The issue is within Web Protection somehow. 

Just as a background I've beens using Mbytes for some years now, this is the first time it bugged on me.

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Porthos

Porthos

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4 minutes ago, Malphas said:

Just as a background I've beens using Mbytes for some years now, this is the first time it bugged on me.

First thanks for your patience and support.

Lets try something else and then re-enable web protection.

Please try using an alternate DNS server such as Google DNS as instructed in this article or OpenDNS as detailed in this article.

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Porthos

Porthos

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Posted
Just now, Malphas said:

Malwarebyutes Service spiked up again in Task Manager and everything is laggin again.

The screenshot of your task manager you posted before, shows normal memory usage but the CPU use looks like it was running a scheduled scan at the time.

For the time being leave web protection off and I will ask @AdvancedSetup to look over your logs.

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AdvancedSetup

AdvancedSetup

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Hello @Malphas

The logs indicate your computer is having some issues.

 

Application errors:
==================
Error: (03/13/2021 11:52:40 AM) (Source: SecurityCenter) (EventID: 17) (User: )
Description: Security Center failed to validate caller with error %1.

Error: (03/13/2021 11:11:49 AM) (Source: SecurityCenter) (EventID: 17) (User: )
Description: Security Center failed to validate caller with error %1.

Error: (03/12/2021 05:30:20 PM) (Source: Microsoft-Windows-CAPI2) (EventID: 513) (User: )
Description: Cryptographic Services failed while processing the OnIdentity() call in the System Writer Object.

 

Let me have you run the following clean up script and see if it helps

 

 

 

Please download the attached fixlist.txt file and save it to the Desktop or location where you ran FRST from.
NOTE. It's important that both files, FRST or FRST64, and fixlist.txt are in the same location or the fix will not work.

Please make sure you disable any real time antivirus or security software before running this script. Once completed make sure you re-enable it.

NOTICE: This script was written specifically for this user, for use on this particular machine. Running this on another machine may cause damage to your operating system that cannot be undone.

Run FRST or FRST64 and press the Fix button just once and wait.
If the tool needs a restart please make sure you let the system restart normally and let the tool complete its run after restart.
The tool will make a log on the Desktop (Fixlog.txt) or wherever you ran FRST from. Please attach or post it to your next reply.

Note: If the tool warned you about an outdated version please download and run the updated version.

NOTE-1:  This fix will run a scan to check that all Microsoft operating system files are valid and not corrupt and attempt to correct any invalid files. It will also run a disk check on the restart to ensure disk integrity. Depending on the speed of your computer this fix may take 30 minutes or more.

NOTE-2: As part of this fix all temporary files will be removed. If you have any open web pages that have not been bookmarked please make sure you bookmark them now as all open applications will be automatically closed. Also, make sure you know the passwords for all websites as cookies will also be removed. The use of an external password manager is highly recommended instead of using your browser to store passwords.

The following directories are emptied:

  • Windows Temp
  • Users Temp folders
  • Edge, IE, FF, Chrome and Opera caches, HTML5 storages, Cookies and History
  • Recently opened files cache
  • Flash Player cache
  • Java cache
  • Steam HTML cache
  • Explorer thumbnail and icon cache
  • BITS transfer queue (qmgr*.dat files)
  • Recycle Bin

Important: items are permanently deleted. They are not moved to quarantine. If you have any questions or concerns please ask before running this fix.

The system will be rebooted after the fix has run.

fixlist.txt

Thanks

 

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AdvancedSetup

AdvancedSetup

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Please use the MBST tool to do a Clean Removal of Malwarebytes. For now though decline and do not allow the program to reinstall Malwarebytes until we get your computer fixed up.

Uninstall and reinstall Malwarebytes using the Malwarebytes Support Tool

Once Malwarebytes has been removed please restart the computer 2 times.

Then run the FRST program and get new logs to attach.

 

 

Please download Farbar Recovery Scan Tool and save it to your desktop.

Note: You need to run the version compatible with your system.
You can check here if you're not sure if your computer is 32-bit or 64-bit

  • Double-click to run it. When the tool opens click Yes to disclaimer.
  • Press the Scan button.
  • It will make a log (FRST.txt) in the same directory the tool is run. Please attach it to your reply.
  • The first time the tool is run, it also makes another log (Addition.txt). Please attach it to your reply as well.

Thank you

 

 

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AdvancedSetup

AdvancedSetup

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Error: (03/16/2021 06:14:27 PM) (Source: BugCheck) (EventID: 1001) (User: )
Description: The computer has rebooted from a bugcheck.  The bugcheck was: 0x0000009f (0x0000000000000003, 0xffffc48e8a45f360, 0xffffe18f53667ba0, 0xffffc48e8fece1e0). A dump was saved in: C:\WINDOWS\MEMORY.DMP

 

Can you please zip this file attach if not too big

C:\WINDOWS\MEMORY.DMP

 

 

Then run the following VSS tool to see if they can fix the errors being reported in your Event Logs

 

Please download and run the following  Volume Shadow Copy Service (VSS), Diagnostic Tool, from Acronis

Acronis VSS Doctor

Free tool for diagnosing and repairing Volume Shadow Copy Service issues. Download link on the bottom of the page.
Download - Acronis VSS Doctor

In many cases, it can correct the issues on its own. If not, then it will give details on what may be causing the issues. Please save the report in text format and post back that log on your next reply.


You can also try the tool from Macrium Reflect if the Acronis tool did not work.

Macrium Reflect Volume Shadow Copy Service (VSS) Repair Tool


Once you've run the repair tool you need to restart your computer.
Then check your Event Logs to see if the error was corrected. You can post new logs from FRST which will also show the Event Log entries 

If you don't have System Restore enabled then please take this time to enable it. If possible choose 10% of your C drive to store Restore Points.

System Restore disabled or greyed out? Turn On System Restore in Windows 10
 

Thank you

 

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Malphas

Malphas

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So in parts:

- Memory.DMP was an almost 3GB file, and I couldn't zip it because somehow I did not have permission (even applying it in properties) so I deleted that file.

- I ran Macrium Reflect file, it just ran and closed (no confirmation or anything).

- I ran the Acronis file as well. It corrected my System Restore (thanks) and It also shows an error. Log attached.

AcronisVSSDoctorReport_2021-03-16-21-33-17.txt

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