Crash Dumps

[JolietJake]

Hi,

I just used an app to scan my HD to see what's taking up storage.  In AppData > Local > Crash Dumps > MalwareBytes there's over 1GB of data.  What is this and can I safely dfelete it?  I don't ever recall seeing Malwarebytes saying it crashed and it seems to run fine.

[Malwarebytes]

***This is an automated reply***

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[exile360]

Greetings,

Thank you for reporting this.  I'm seeing the same thing on my own system.  While it should be safe to delete the files, I would ask that you try to upload a few of them for analysis if you wouldn't mind, as it may be a sign of a problem with the software.  Given that it is such a large amount of data, unless you have an exceptionally fast connection, I'd suggest just uploading one of each type for now, based on the file name/process indicated in the name of each file (e.g. one for mbam.exe if it exists, one for mbamtray.exe if it exists, one for mbamservice.exe if it exists, etc.).

The newest one for each would likely be ideal.  You should be able to sort by either Date modified or Date created in Windows Explorer to do so, either by clicking the appropriate column header, assuming the folder is in Details view, or by right-clicking in a blank area within the folder and hovering your mouse over Sort by and selecting Date modified (Date created won't likely be visible by default, but Date created should be sufficient to sort them accurately).

Once that is done, copy the topmost of each process name to a convenient location such as your desktop or Downloads folder, then select the files you copied and right-click on one of them and hover your mouse over Send to and select Compressed (zipped) folder, or create a ZIP or RAR archive using your preferred archiving tool if you have one installed (such as 7ZIP or WinRAR).

Once the new ZIP file has been created, upload it to WeTransfer.com.  Instructions on doing so may be found below if needed:

• Visit WeTransfer.com and click on I Agree to their terms of service
• Click the Manage settings link in the small cookies notification which should be located on the lower right of the page: link in the small cookies notification which should be located on the lower right of the page:

  

• Click the Your Privacy Choices link on the right
  

• Disable all the options to opt out of their data collection and sharing listed under Manage cookies and scroll down the page and do the same for the items listed under the Our partners section
  

• Opt out of allowing them to sell your information (you aren't signing up anyway, so there should be nothing to sell, but I still recommend opting out)
  

• Click the Save button
  

• Click the circular (...) button indicated below:

  

• Select Get transfer link rather than Send email transfer
  

• Scroll back up and click the round 'PLUS' sign ((+))
  

• Browse to the location of the ZIP archive you created containing the crash dumps and select it to upload it
  

• Once the upload completes, copy and paste the download link here in your reply to this thread
  

Additionally, please do the following to provide diagnostic logs for your Malwarebytes installation:

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
   

Once that is done you may delete the memory dumps.

Thanks

[exile360]

Hello again,

A new version of Malwarebytes has been released which fixes crashes in mbam.exe.  That issue may be the reason you're seeing these crash dumps on your system, and if so, installing the latest version from here should correct it.

Please let us know how it goes and if you continue to experience any issues with crash dumps or the application crashing.

Thanks

[JolietJake]

Hi there and thanks for the replies.  I've just seen this and I'll upload some of the entries tomorrow and then I'll download the latest version.

[exile360]

Excellent, thanks.  Hopefully the new version fixes the issue.

[JolietJake]

Hi,

In the crash dump folder there's only four files, three of which are very large (.exe) and one that is smaller (systray or something like that).  I have zipped one of each and also have the log from the Malwarebytes support tool.

https://we.tl/t-zye4Dnt55A

https://we.tl/t-gzC6dfnsct

 

 

mbst-grab-results.zip

[exile360]

Thank you, these dumps would also be helpful, please provide them if you can:

C:\WINDOWS\Minidump\032421-5406-01.dmp
C:\WINDOWS\Minidump\032921-5359-01.dmp
C:\WINDOWS\MEMORY.DMP

You may need to copy them to a location where you have full access such as your desktop or downloads folder before you will be able to ZIP them.

In the meantime, I noticed that you also have Bitdefender installed.  While it may be unrelated, it is possible that a conflict between the two is at play here, especially since the Web Protection in Malwarebytes is known to sometimes have issues with the web filtering component in Bitdefender.  If you would, please test to see if removing Bitdefender and restarting the system makes any difference.

Thanks

[JolietJake]

I don't have this one -

C:\WINDOWS\MEMORY.DMP

032921-5359-01.dmp 032421-5406-01.dmp

[JolietJake]

Edit, just to add.  I have a multi-year paid subscription for Bitdefender, I got Malwarebytes premium from my bank, sometime later, who offered it for free.

[exile360]

That's OK, I wasn't suggesting that you remove Bitdefender permanently.  I just wanted you to test to see if it made any difference or not.  You could also try simply disabling the web filtering component in Bitdefender for a while to see if that prevents any further crash dumps from being created.  If it does, you can then either keep it disabled, or disable the Web Protection component in Malwarebytes as that should eliminate the issue, assuming that is indeed the cause.

If you do end up having to disable one of the protections, you may install Malwarebytes Browser Guard to supplement your protection.  It is free and runs inside your web browser and therefore should not conflict with Bitdefender's web filter component.

[JolietJake]

OK, I'll try disabling BD's web filtering.

[exile360]

Thanks, I've also provided your crash dumps to the team for analysis.  Hopefully whatever the cause of the issue might be, it's something that can be addressed on our end so that it can be fixed in a future release.