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Blue sceen crash on update


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I allowed the program (4.4.2) to update today. Mid-update the computer crashed to BSOD (Window10) with the :( blue screen. Upon computer restart MBAM was not running and the MBAM could not be started,  with Windows reporting it as corrupted. The repair tool installation failed. I had to download fresh from the internet and reactivate. I scanned and it found nothing. Is there anything else I need to check on? Any log files I can check or send?

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  • 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:

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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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12 minutes ago, Sewerstarfish said:

Any log files I can check or send?

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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16 minutes ago, Sewerstarfish said:

It looks like the tool runs as a portable file ... not sure how to "uninstall" it?

I do not want you to uninstall the tool but use the tool to fully uninstall Malwarebytes and reinstall per the directions in the link I posted.

2021-07-04_12h50_50.png

Edited by Porthos
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@Sewerstarfish  The support tool is a standalone exe.  It does not "install" as a installed program.  I hope you are not mis-understanding.  ok ?

My colleagues were suggesting that you use the support tool to do a clean new installation for Malwarebytes for Windows.

Did you see the link to the how-to-article ?

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4 hours ago, Maurice Naggar said:

@Sewerstarfish  The support tool is a standalone exe.  It does not "install" as a installed program.  I hope you are not mis-understanding.  ok ?

My colleagues were suggesting that you use the support tool to do a clean new installation for Malwarebytes for Windows.

Did you see the link to the how-to-article ?

Yup, just misunderstood porthos because when I tried uninstalling using the tool it crashed in the install too. I had to manually uninstall Malwarebytes, then reinstall, then run the tool again.

 

Thought that was probably odd 

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@Sewerstarfish

<if I may suggest>  Giiven that you say that there was some kind of a glitch.   Just gather up a new report with the support tool.

You already have the tool mbst-support.   Start the tool.

click Advanced > Gather Logs

 

Upload an archive once it is done. Attach the mbst-grab-results.zip from the Desktop.

 

  • Please attach  mbst-grab-results.zip    to your reply 
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  • Root Admin

This computer is going to need a bit more work. There are multiple faulting applications or services.

 

Error: (06/23/2021 03:43:04 PM) (Source: Application Error) (EventID: 1000) (User: )
Description: Faulting application name: svchost.exe_stisvc, version: 10.0.19041.546, time stamp: 0x058e175a
Faulting module name: HPScanTRDrv_OJ3830.dll_unloaded, version: 36.0.35.53164, time stamp: 0x54be84fa
Exception code: 0xc0000005
Fault offset: 0x000000000004d3a7
Faulting process id: 0x1074
Faulting application start time: 0x01d76867e284a6d4
Faulting application path: C:\WINDOWS\system32\svchost.exe
Faulting module path: HPScanTRDrv_OJ3830.dll
Report Id: cd57c496-c5d9-45db-b6e6-af049e15477b
Faulting package full name:
Faulting package-relative application ID:

Error: (06/21/2021 07:01:34 PM) (Source: Application Error) (EventID: 1000) (User: )
Description: Faulting application name: svchost.exe_stisvc, version: 10.0.19041.546, time stamp: 0x058e175a
Faulting module name: ntdll.dll, version: 10.0.19041.1023, time stamp: 0x7977b9de
Exception code: 0xc0000409
Fault offset: 0x00000000000923ef
Faulting process id: 0xec4
Faulting application start time: 0x01d766f160a153a5
Faulting application path: C:\WINDOWS\system32\svchost.exe
Faulting module path: C:\WINDOWS\SYSTEM32\ntdll.dll
Report Id: f9ccedf7-e48b-4e92-b32c-cf9100c3a1ad
Faulting package full name:
Faulting package-relative application ID:

 

Then you have the following also

Error: (07/03/2021 07:29:25 PM) (Source: Service Control Manager) (EventID: 7000) (User: )
Description: The Malwarebytes Service service failed to start due to the following error:
The file or directory is corrupted and unreadable.

Error: (06/29/2021 08:27:49 PM) (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 1.343.85.0).

Error: (06/24/2021 08:49:59 AM) (Source: Schannel) (EventID: 4103) (User: NT AUTHORITY)
Description: A fatal error occurred while creating a TLS client credential. The internal error state is 10013.

 

 

Before running the Clean Removal and reinstall for Malwarebytes please run the following fix

 

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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  • 4 weeks later...

Hi. Bravo to you.

You can proceed with cleanup of tools we used.

To remove the FRST tool & its work files, do this. Go to your Downloads folder.    Do a RIGHT-click on FRSTENGLISH.exe & select RENAME & then change it to

UNINSTALL.exe

.
Then run that ( double click on it) to begin the cleanup process.

Delete mbst-grab-results.zip

Delete mb-support-1.8.4.896 

Any other download file we had you download, you may delete. I wish you all the best. Stay safe.

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