[ RESOLVED ] Malwarebytes VPN Blue Screening computer on connection

[Beckerino]

I very recently bought the malwarebytes VPN and more often than not, it will just crash my computer as a whole whenever I press the connect button down in my task tray. It always says IRQL NOT LESS OR EQUAL and ive tried reinstalling everything but it keeps happening. 

[Porthos]

23 minutes ago, Beckerino said:

I very recently bought the malwarebytes VPN and more often than not, it will just crash my computer as a whole whenever I press the connect button down in my task tray. It always says IRQL NOT LESS OR EQUAL and ive tried reinstalling everything but it keeps happening. 

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

[Beckerino]

18 minutes ago, Porthos said:

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

mbst-grab-results.zip While waiting and looking around online i remembered about those sfc /scannow and DSIM repair commands in command prompt, i did those and I was able to open up the VPN. Here it is incase there is anything else. 

[Beckerino]

1 hour ago, Beckerino said:

mbst-grab-results.zip While waiting and looking around online i remembered about those sfc /scannow and DSIM repair commands in command prompt, i did those and I was able to open up the VPN. Here it is incase there is anything else. 

ok, turning the VPN off and back on again leads to another blue screen. It seems like every first time i turn it on, it works, then i turn it off, all okay, but on that second time i turn it on it blue screens

[Ried]

Hello Beckerino,

Engineering would like to get a look at the full Memory dump.  Can you please go to C:\Windows\Memory.dmp 

Right click and select Send To > compressed (zipped) file and upload that for us?  You can use a service such as wetransfer.com and provide us with the download link.

 

[Beckerino]

6 hours ago, Ried said:

Hello Beckerino,

Engineering would like to get a look at the full Memory dump.  Can you please go to C:\Windows\Memory.dmp 

Right click and select Send To > compressed (zipped) file and upload that for us?  You can use a service such as wetransfer.com and provide us with the download link.

 

[AdvancedSetup]

Click on Yes and allow it to create the file on your desktop please @Beckerino

 

[Beckerino]

Just now, AdvancedSetup said:

Click on Yes and allow it to create the file on your desktop please @Beckerino

 

whenever i click "yes", then  the "file not found or no read permissions" pops up

 

[AdvancedSetup]

Okay, please run this for me and we'll see if we can get this tool to find for us.

 

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

 

 

[Beckerino]

Addition.txtFRST.txt

[AdvancedSetup]

Please save the attached FIXLIST.TXT file to the same folder where you have Farbar FRST

Then click the FIX button.

It will create the zip file and place it on your desktop. It will have today's DATE and TIME for the file name.

fixlist.txt

 

Then you can use the following to send us the link to the file.

 

 

Upload File(s) to WeTransfer:

• Visit WeTransfer.com
• Click on I Agree
  
  
   
• Click on Manage Cookies
  
  
   
• Uncheck all the cookies and other Ad settings
  
  
   
• Click the triple dots for more options
  
  
   
• Select the Link option "Get transfer link" - then click the Message and enter a message.
  
  
   
• Click on +Add Files - Browse to the location of the file and double-click on it or click once on it and select Open
  
  
   

• Click on Get a link to send the file and get the link to post back
  
  
   
• Once the transfer completes, click on Copy link
  
  
  
   
• Once you receive the Copied! message please save in notepad so you can post the link into your next reply
  
   

 

 

Thanks

 

[Beckerino]

ok im doing that right now, it may take a bit of time since its kind of a big file, at 11% right now

[Beckerino]

https://we.tl/t-4SZlrp1y75

[AdvancedSetup]

Thank you

I will alert the team to download and check it out.

Cheers

 

[AdvancedSetup]

Hello @Beckerino

While the Support Team reviews your memory dump, let me have you do the following please.

Go to Control Panel, Programs, Programs and Features and uninstall the following

Bonjour
Java 8 Update 241 (64-bit)
Java 8 Update 241
 

If you really need Java then please keep it up to date at all times. https://java.com

 

Then run the following fix for me.

 

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

 

[Beckerino]

Fixlog.txt

[AdvancedSetup]

Please retry MB Privacy and let us know if you're still having any BSOD issues. That log looks like it was able to remove the items listed and do general clean up.

Thank you @Beckerino

 

[Beckerino]

59 minutes ago, AdvancedSetup said:

Please retry MB Privacy and let us know if you're still having any BSOD issues. That log looks like it was able to remove the items listed and do general clean up.

Thank you @Beckerino

 

so far it seems like its working good :DDD. Thank you so much!

[AdvancedSetup]

You're quite welcome.

I'll go ahead and leave the topic open for now in case any issues crop back up.

Take care and have a great weekend @Beckerino

Cheers

 

[Beckerino]

ok so I downloaded this thing. https://www.oo-software.com/en/shutup10 because I saw that there were some things it was recommending be on and off, and really that's the only thing I can think of that I really changed. But it started to blue screen again whenever i run the VPN, I tried changing the settings back to what they were before I had changed them all but it just now happened again. There were a few things on there that I turned on, but originally all of them were off, now it blue screens when i run the VPN after turning them all back off. I'm really sorry that it got fixed and then I broke it again somehow. 

[Beckerino]

I just did a restore point to before I changed everything with that o&o program, and to test it I ran the VPN again. But it crashed my computer and whenever it was resetting it just went to a black screen and stayed there. Now I just have my pc turned off because it wasn't turning on after the latest crash.

[Beckerino]

4 hours ago, Beckerino said:

I just did a restore point to before I changed everything with that o&o program, and to test it I ran the VPN again. But it crashed my computer and whenever it was resetting it just went to a black screen and stayed there. Now I just have my pc turned off because it wasn't turning on after the latest crash.

Ok wait nevermind this isn't something for you I made a mistake myself and messed up my windows, don't worry about it. Sorry

[AdvancedSetup]

Did you need help trying to repair Windows or look at possibly reinstalling Windows?

 

[Beckerino]

Yes, but luckily I know someone who works in that kinda stuff, so I think I got it handled. I think I accidentally corrupted my windows and I don't want to mess with any more stuff to make it worse.

[AdvancedSetup]

No problem, but just in case. The article below by Greg Carmack is one of the best articles I've seen online to help normal users do a clean install of Windows 10

 

Greg Carmack - MVP 2010-2020 -Clean Install Windows 10
https://answers.microsoft.com/en-us/windows/forum/windows_10-windows_install/clean-install-windows-10/1c426bdf-79b1-4d42-be93-17378d93e587

How to Create a Local Account While Setting Up Windows 10
https://www.howtogeek.com/442792/how-to-create-a-local-account-while-setting-up-windows-10/

Cheers