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Is it normal for the MB tray icon to only appear sometimes?


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I have the 'start with windows' setting on, but I have noticed for some time that MB does not appear in the tray every day, more like every few days.  I also checked and the MBAMService is not running when the tray icon does not appear.  I manage several computers and am careful, so I don't really suspect malware doing this, but I wanted to ask for advice.  I have scanned and MB doesn't find anything.  I have trouble with some other tray applications not starting automatically as well (Logitech LGS, Logitech HUB, Nvidia icon, sometimes Skype) but most of them do, so I am trying to figure it out.  This has been going on for at least six months, possibly longer since most things still start.  I am running Windows 10, mostly automatic updates.

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***This is an automated reply***

Hi,

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37 minutes ago, Sean72 said:

I have the 'start with windows' setting on, but I have noticed for some time that MB does not appear in the tray every day, more like every few days.

I'm sorry the software isn't working properly but we'll do our best to help.

To begin, please do the following so that we may take a closer look at your installation for troubleshooting:

NOTE: The tools and the information obtained is safe and not harmful to your privacy or your computer, please allow the programs to run if blocked by your system.

  • Download the Malwarebytes Support Tool
  • In your Downloads folder, open the mb-support-x.x.x.xxx.exe file
  • In the User Account Control pop-up window, click Yes to continue the installation
  • Run the MBST Support Tool
  • In the left navigation pane of the Malwarebytes Support Tool, click Advanced
  • In the Advanced Options, click Gather Logs. A status diagram displays the tool is Getting logs from your machine
  • A zip file named mbst-grab-results.zip will be saved to your desktop, please upload that file on your next reply

Thanks

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Greetings,

This may be caused by a new feature in Windows 10 called fast startup.  Disabling this option should correct the issue if this is the case.

The article here explains why this occurs.  Basically, with fast startup enabled Windows suspends running background processes like services and drivers to memory (RAM) instead of allowing the processes to shut down as they would normally whenever the system is powered off (not restarted; the restart function still closes processes normally).  This means that the next time the system is started those processes are already loaded into memory as though they were never stopped/closed.  The effect this has on programs like Malwarebytes which rely on a normal startup process for their services and other background components to launch is that the service, which would normally start the tray as a part of its own startup process, is already running in memory as though it had never been stopped, meaning it does not go through its normal startup routine of launching the tray's process into memory.

The information located here as well as here details how to disable fast startup and explains more about how it works.

Given the fact that most modern systems use relatively fast solid state drives (SSD's) instead of the older, much slower spinning mechanical hard drives (HDD's) as their primary boot device where the operating system and most programs are stored, using a feature like fast startup to attempt to speed up system boot times provides very negligible benefits and as mentioned, may cause some applications to fail to start properly when powering on the machine.

I hope this helps, and if the above information does not resolve the issue, please follow the instructions indicated by Porthos above to post diagnostic logs for analysis.

Thanks

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  • 2 weeks later...
  • Staff

Hello again,

Your logs are showing some issues that may indicate the presence of an infection or some other system level problem which may be the cause of the problem you've been experiencing with Malwarebytes:

Windows Defender:
================
Date: 2021-05-04 18:46:14
Description: 
Microsoft Defender Antivirus scan has been stopped before completion.
Scan Type: Antimalware
Scan Parameters: Quick Scan

Date: 2021-04-27 22:32:05
Description: 
Microsoft Defender Antivirus scan has been stopped before completion.
Scan Type: Antimalware
Scan Parameters: Quick Scan

Date: 2021-04-26 21:51:08
Description: 
Microsoft Defender Antivirus scan has been stopped before completion.
Scan Type: Antimalware
Scan Parameters: Quick Scan

Date: 2021-04-26 10:33:49
Description: 
Microsoft Defender Antivirus scan has been stopped before completion.
Scan Type: Antimalware
Scan Parameters: Quick Scan

Date: 2021-04-24 21:58:06
Description: 
Microsoft Defender Antivirus scan has been stopped before completion.
Scan Type: Antimalware
Scan Parameters: Quick Scan

Date: 2021-05-06 00:41:35
Description: 
Microsoft Defender Antivirus has encountered an error trying to update security intelligence.
New security intelligence Version: 
Previous security intelligence Version: 1.337.679.0
Update Source: Microsoft Update Server
Security intelligence Type: AntiVirus
Update Type: Full
Current Engine Version: 
Previous Engine Version: 1.1.18100.5
Error code: 0x80070643
Error description: Fatal error during installation. 

Date: 2021-05-06 00:41:34
Description: 
Microsoft Defender Antivirus has encountered an error trying to update security intelligence.
New security intelligence Version: 1.339.42.0
Previous security intelligence Version: 1.337.679.0
Update Source: User
Security intelligence Type: AntiSpyware
Update Type: Delta
Current Engine Version: 1.1.18100.6
Previous Engine Version: 1.1.18100.5
Error code: 0x80070666
Error description: Another version of this product is already installed. Installation of this version cannot continue. To configure or remove the existing version of this product, use Add/Remove Programs on the Control Panel. 

Date: 2021-05-06 00:41:34
Description: 
Microsoft Defender Antivirus has encountered an error trying to update security intelligence.
New security intelligence Version: 1.339.42.0
Previous security intelligence Version: 1.337.679.0
Update Source: User
Security intelligence Type: AntiVirus
Update Type: Delta
Current Engine Version: 1.1.18100.6
Previous Engine Version: 1.1.18100.5
Error code: 0x80070666
Error description: Another version of this product is already installed. Installation of this version cannot continue. To configure or remove the existing version of this product, use Add/Remove Programs on the Control Panel. 

Date: 2021-05-06 00:41:34
Description: 
Microsoft Defender Antivirus has encountered an error trying to update the engine.
New Engine Version: 1.1.18100.6
Previous Engine Version: 1.1.18100.5
Error Code: 0x80070666
Error description: Another version of this product is already installed. Installation of this version cannot continue. To configure or remove the existing version of this product, use Add/Remove Programs on the Control Panel. 

Date: 2021-04-27 14:57:15
Description: 
Microsoft Defender Antivirus has encountered an error trying to update security intelligence.
New security intelligence Version: 
Previous security intelligence Version: 1.335.1724.0
Update Source: Microsoft Update Server
Security intelligence Type: AntiVirus
Update Type: Full
Current Engine Version: 
Previous Engine Version: 1.1.18000.5
Error code: 0x80070643
Error description: Fatal error during installation. 
==================== Event log errors: ========================

Application errors:
==================
Error: (05/06/2021 11:09:38 AM) (Source: DbxSvc) (EventID: 281) (User: )
Description: CertFindCertificateInStore failed with: (-2146885628) Cannot find object or property.

Error: (05/06/2021 11:09:38 AM) (Source: DbxSvc) (EventID: 281) (User: )
Description: CertFindCertificateInStore failed with: (-2146885628) Cannot find object or property.

Error: (05/06/2021 11:09:38 AM) (Source: DbxSvc) (EventID: 281) (User: )
Description: CertFindCertificateInStore failed with: (-2146885628) Cannot find object or property.

Error: (05/06/2021 11:09:38 AM) (Source: DbxSvc) (EventID: 281) (User: )
Description: CertFindCertificateInStore failed with: (-2146885628) Cannot find object or property.

Error: (05/06/2021 11:09:38 AM) (Source: DbxSvc) (EventID: 322) (User: )
Description: Failed to get driver message: (-2147024890) The handle is invalid.

Error: (05/06/2021 11:09:38 AM) (Source: DbxSvc) (EventID: 281) (User: )
Description: CertFindCertificateInStore failed with: (-2146885628) Cannot find object or property.

Error: (05/06/2021 12:31:04 AM) (Source: .NET Runtime) (EventID: 1026) (User: )
Description: Application: VirtualDesktop.Streamer.exe
Framework Version: v4.0.30319
Description: The process was terminated due to an unhandled exception.
Exception Info: exception code c0020001, exception address 00007FFF11814B59
Stack:

Error: (05/05/2021 01:15:40 PM) (Source: DbxSvc) (EventID: 281) (User: )
Description: CertFindCertificateInStore failed with: (-2146885628) Cannot find object or property.


System errors:
=============
Error: (05/06/2021 12:41:35 AM) (Source: Microsoft-Windows-WindowsUpdateClient) (EventID: 20) (User: NT AUTHORITY)
Description: Installation Failure: Windows failed to install the following update with error 0x8024200b: Security Intelligence Update for Microsoft Defender Antivirus - KB2267602 (Version 1.339.42.0).

Error: (05/05/2021 01:27:41 PM) (Source: volsnap) (EventID: 36) (User: )
Description: The shadow copies of volume C: were aborted because the shadow copy storage could not grow due to a user imposed limit.

Error: (05/05/2021 01:12:49 PM) (Source: DCOM) (EventID: 10005) (User: NT AUTHORITY)
Description: DCOM got error "1115" attempting to start the service SecurityHealthService with arguments "Unavailable" in order to run the server:
{8C9C0DB7-2CBA-40F1-AFE0-C55740DD91A0}

Error: (05/04/2021 11:57:36 AM) (Source: DCOM) (EventID: 10010) (User: USA10)
Description: The server {AB8902B4-09CA-4BB6-B78D-A8F59079A8D5} did not register with DCOM within the required timeout.

Error: (05/04/2021 11:57:36 AM) (Source: DCOM) (EventID: 10010) (User: USA10)
Description: The server {AB8902B4-09CA-4BB6-B78D-A8F59079A8D5} did not register with DCOM within the required timeout.

Error: (05/04/2021 11:57:36 AM) (Source: DCOM) (EventID: 10010) (User: USA10)
Description: The server {AB8902B4-09CA-4BB6-B78D-A8F59079A8D5} did not register with DCOM within the required timeout.

Error: (05/04/2021 11:57:36 AM) (Source: DCOM) (EventID: 10010) (User: USA10)
Description: The server {AB8902B4-09CA-4BB6-B78D-A8F59079A8D5} did not register with DCOM within the required timeout.

Error: (05/04/2021 11:57:36 AM) (Source: DCOM) (EventID: 10010) (User: USA10)
Description: The server {AB8902B4-09CA-4BB6-B78D-A8F59079A8D5} did not register with DCOM within the required timeout.

I also noticed a cryptocurrency miner on your system (NiceHash QuickMiner), though if you installed it yourself and are aware of it then that's fine.

The above log entries also indicate a possible issue with the security certificates on your system which may also be contributing to the behavior you're seeing with Malwarebytes.

I would like to have one of our malware removal specialists take a look to assist you further.  To seek their assistance, 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.

Thanks

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