Jump to content

Recommended Posts

I have been using Malwarebytes with no issues as far as I know.  The other day my computer shut down unexpectantly when I opened an email program Mozzilla Thunderbird.  (never happened before)  On restarting the computer seemed sluggish.  Several restarts later seemed back to normal.  I tried to run a scan but the program would not open.  It eventually did but kept saying not responding for a while.  eventually ran a scan which found some threats in Corel Draw which seemed odd.  Took care of them and further scans show no issues but Malwarebytes still takes forever to open.  I did run the support tool but no changes.

Link to post
Share on other sites
  • 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:

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

 

 

01.png

02.png

03.png

04.png

05.png

06.png

 

 

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

Link to post
Share on other sites
  • Staff

Greetings,

It sounds like the system may be experiencing some sort of hardware issue or a problem with your user profile.  The first step I would recommend is backing up any important data to a separate drive immediately just in case your drive is failing.

Next, a clean install of Malwarebytes may help if you haven't done so already (you mentioned using the Support Tool, but you didn't say which function you used):

  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 is done if you are still experiencing issues, please follow the instructions in this topic, skipping any steps you are unable to complete, then create a new topic in our malware removal area by clicking here and a malware removal specialist will guide you in checking and cleaning your system of any threats.

The system may not be infected, but better safe than sorry, and they can also help you to check the system further to troubleshoot any issues.

Link to post
Share on other sites

Thanks for the quick response.  I did run the toll and it installed a new copy I think but never asked to reboot during the process.  

I did run fix windows BFE as in the above screenshots and then it did ask to reboot.  

Interesting as it may coincide with what you said above, the logs below were under public desktop not my user folder.

mbst-grab-results.zip

Link to post
Share on other sites
  • Staff

Thanks, your logs show a couple of memory dumps from recent crashes:

Recent Windows Crashes
========================================
C:\Windows\Minidump\040821-7734-01.dmp  [created:04/08/2021  06:21]
C:\Windows\MEMORY.DMP                   [modified:04/08/2021  06:21]

If you would, please ZIP and upload the memory dumps for analysis.  They are likely too large to attach here, so I would recommend copying both files to a convenient location where you have full write access such as your desktop or downloads folder, then zipping the files and uploading them to WeTransfer.com, selecting the option to share the file as a link by clicking the blue circular (...) button, then scrolling back to the top and clicking the (+) button to add the file to be uploaded, then browse to and select the ZIP file containing the two memory dumps.

In the meantime, I would still advise posting in our malware removal section as advised above just to make certain the system is clean, and they also have access to more advanced diagnostic tools for further troubleshooting.

Thanks

Link to post
Share on other sites
  • Staff

The Corel files are likely false positives.  It would be best to report them to the Research team so that they may get the detections corrected.

To do so, please review the information in this topic, then create a new thread in the File Detections FP reporting area by clicking here.  Posting the scan log showing the detections along with a link to VirusTotal.com showing the scan results for the files should be sufficient.

Details on accessing your previous scan reports and exporting the results for posting can be found in this support article and I've also copied the details below for your convenience:

  1. Open Malwarebytes for Windows.
  2. Click the Scanner card.
  3. Click the Reports tab.
  4. At the top-right of the Scan reports, you can Hide reports with no detections by checking the box.
  5. Hover your cursor over the report you want to view and click the eye icon 2020-08-03_8-25-11.jpg ).
  6. A Summary window displays to show the scan results and the date and time executed. For more details, click the Advanced tab in this window.
  7. If you want to download the full report, click Export, and click either Copy to Clipboard or Text File (*.txt).

You can sort the Reports list by Type or Date by clicking on the column headers.

Thank you for the memory dumps, I will make sure they are passed on to the Product team for analysis.

 

Link to post
Share on other sites

I am curious to know if the original poster is still having this issue (slow opening times for MWB). I had this same thing start last week and the problem persists, though I did not have any unexpected crashes or detections.

Link to post
Share on other sites

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now
  • Recently Browsing   0 members

    No registered users viewing this page.

Back to top
×
×
  • Create New...

Important Information

This site uses cookies - We have placed cookies on your device to help make this website better. You can adjust your cookie settings, otherwise we'll assume you're okay to continue.