Jump to content

Turning off Malwarebytes VPN disables wireless adapter then BSOD restart


Recommended Posts

When I turn off my Malwarebytes VPN, it disables the wireless adapter on my laptop. Normally, it looks like this (below). But when the wi-fi is disabled, only the "Network & Internet settings" and "Flight mode" is available. The WiFi and Mobile hotspot disappear.

The only way I can fix it is by restarting the machine. After the "please wait" loading circle spins for around 10 minutes, a BSOD appears, saying my device ran into a problem and had to restart, then it restarts and the WiFi is back.

I've had my machine for a long time and keep it clean and updated, I've never had any program trigger the BSOD on this machine. But this program does it repeatedly.


Some more info:

Running Windows 10 Home - Genuine Version, obtained directly from Microsoft
Version 10.0.19043
System x64

Kill switch is NOT enabled in Malwarebytes VPN software.
I have tried diconnecting the VPN both in-software (turning the "on" switch to "off") and by right-clicking the app in the in-tray and choosing "disconnect".

Please help me to fix this, I'm nervous every time I have to disconnect the VPN! 

 

image.png.decae517a78dcbe287021f8cc2b4d99c.png

Link to post
Share on other sites

1 minute ago, Jellybean93 said:

Please help me to fix this

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

Link to post
Share on other sites

  • 1 month later...
  • Root Admin

Hello @Jellybean93

The logs show the following disk error.

System errors:
=============
Error: (01/03/2022 04:06:09 PM) (Source: disk) (EventID: 7) (User: )
Description: The device, \Device\Harddisk0\DR0, has a bad block.

Please make sure your data is backed up and analyze the drive for possible failure issues. Once a drive starts reporting an error in the Event Logs it could very well fail at any time.

 

Please temporarily uninstall AVG and reboot the computer.

Then do a Clean Removal and reinstall Malwarebytes products.

 

Can you please do the following?

  • 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 the CLEAN button and follow the onscreen instructions to reinstall Malwarebytes
  • NOTE: Please have patience as it can take a while to remove and reinstall. The computer will restart to complete

After the restart please do the following

  • 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

 

 

 

Link to post
Share on other sites

1 hour ago, AdvancedSetup said:

I see that AVG is still shown on the system. Did you uninstall it?

Uninstalled the AVG app in settings. And also uninstalled in control panel -> uninstall a program. I can't find the .exe file on my system now when I look for it. When I try to delete the AVG folder from Program files, I get an error saying the folder is in use. Not sure what else to do!

1 hour ago, AdvancedSetup said:

Did you go analyze your hard drive with diagnostic software from the vendor?

I did a scan and repair using the chkdsk C: /r command prompt app, as administrator. The computer restarted and took about 2 hours to scan, then fix, the hard drive. Should I do that again, or do something else?

Link to post
Share on other sites

  • Root Admin

Please go ahead and run the following and get me updated logs and I'll go ahead and do a manual removal of AVG for you. @Jellybean93

 

 

Please do the following so that we can get started and see what's going on.


The Farbar Recovery Scan Tool is a free Windows utility designed to create troubleshooting logs for your computer. These logs help our Support team to identify and resolve issues with your computer.

There are two versions of the Farbar Recovery Scan Tool available for download: 32-bit and 64-bit.
To find which operating system is installed on your computer, refer to Microsoft's article: 32-bit and 64-bit Windows: Frequently asked questions

Download and launch Farbar Recovery Scan Tool

  1. Download the Farbar Recovery Scan Tool
    Do not click on any Ads.
     
  2. Locate the file you downloaded on your computer.
    Downloaded files are often saved to the Downloads folder.
     
  3. Double-click the downloaded file to run the Farbar Recovery Scan Tool.

    DOC-1318-1.png
     
  4. Windows protected your PC notification may appear. This notification is from the Windows Defender SmartScreen Filter which prevents unfamiliar apps from running on your PC.
    Disable smart screen ONLY if it interferes with software we may have to use:  What is SmartScreen and how can it help protect me?

         a.  Click More info.

    https://support.malwarebytes.com/hc/article_attachments/360051190254/DOC-1318-2.png
         b.  Click Run anyway.

    https://support.malwarebytes.com/hc/article_attachments/360051190294/DOC-1318-3.png
  5. When the User Account Control window appears, click Yes.

    image.png

     
  6. To accept the Disclaimer of warranty, click Yes.

    image.png

     
  7. Ensure only the boxes listed below are checked

    image.png

    Registry  Services  Drivers
    Processes  Internet  One month
    Addition.txt

    image.png

     

  8. Disable any Antivirus software you have installed ONLY if it stops software we may use from working.
    Please remember to re-enable any Antivirus software when we are finished running scans

    Click Scan. The scan may take a few minutes to complete.

    image.png
     

  9. When the scan completes, Farbar Recovery Scan Tool shows two messages:

  • Scan completed. FRST.txt is saved in the same directory FRST is located.

    image.png

  • Addition.txt is saved in the same directory FRST is located.

    image.png
     

  • Click OK to close each message window

 

Please attach both of those logs on your next reply, DO NOT copy/paste the contents of the logs directly

https://content.invisioncic.com/Mmalware/monthly_2018_10/_mb_attach.jpg.dbd89b8e360d3763b3bbe33ce83d680d.jpg

 

 

 

Thank you

 

Link to post
Share on other sites

  • Root Admin

Thank you @Jellybean93

Please run the following fix. It's quite late for me so I'll check back on you sometime tomorrow morning.

 

 

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.

NOTE-3: As part of this fix it will also reset the network to default settings including the firewall. If you have custom firewall rules you need to save please export or save them first before running this fix.

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

 

Link to post
Share on other sites

  • Root Admin

Great. AVG was removed successfully it says.

Let me have you run the following 3rd party antivirus scan to make sure there is no other possible threats left undetected.

 

 

Let me have you run a different scanner to double-check.

I would suggest a free scan with the ESET Online Scanner

Go to https://download.eset.com/com/eset/tools/online_scanner/latest/esetonlinescanner.exe

  • It will start a download of "esetonlinescanner.exe"
  • Save the file to your system, such as the Downloads folder, or else to the Desktop.
  • Go to the saved file, and double click it to get it started. 
  • When presented with the initial ESET options, click on "Computer Scan".
  • Next, when prompted by Windows, allow it to start by clicking Yes 
  • When prompted for scan type, Click on Full scan 
  • Look at & tick  ( select )   the radio selection "Enable ESET to detect and quarantine potentially unwanted applications"   and click on the Start scan button.
  • Have patience.  The entire process may take an hour or more. There is an initial update download.
  • There is a progress window display.
  • You should ignore all prompts to get the ESET antivirus software program.   ( e.g. their standard program).   You do not need to buy or get or install anything else.
  • When the scan is completed, if something was found, it will show a screen with the number of detected items.  If so, click the button marked “View detected results”.
  • Click The blue “Save scan log” to save the log.
  • If something was removed and you know it is a false finding, you may click on the blue ”Restore cleaned files”  ( in blue, at the bottom).
  • Press Continue when all done.  You should click to off the offer for “periodic scanning”.

 

Note: If you do need to do a File Restore from ESET please follow the directions below

[KB2915] Restore files quarantined by the ESET Online Scanner version 3

https://support.eset.com/en/kb2915-restore-files-quarantined-by-the-eset-online-scanner

 

Thank you

 

Link to post
Share on other sites

  • Root Admin

Let's go ahead and do a Clean Removal and reinstall and see how things work now. @Jellybean93

Just a reminder though that there appears to be something wrong with your hard drive and backing it up and then doing more diagnostic work on it would be prudent so you don't lose data.

System errors:
=============
Error: (01/03/2022 04:06:09 PM) (Source: disk) (EventID: 7) (User: )
Description: The device, \Device\Harddisk0\DR0, has a bad block.

 

Note that your drive is from Toshiba but they not offer any diagnostic software for their drives to Consumers.

image.png

 

I'm not sure if one of these will work on the drive or not but some people on different sites claim it may work to do diagnostics on a Toshiba drive.

 

Seagate

Please locate and download: SeaTools
https://www.seagate.com/support/downloads/seatools/

https://www.seagate.com/files/www-content/support-content/downloads/seatools/_shared/downloads/SeaTools-windows-installer.exe

If you do encounter any errors on the drive then download and use: SeaTools Bootable
https://www.seagate.com/files/old-support-files/seatools/USBbootSetup-SeaToolsBootable.zip


Western Digital

Support for your My Cloud and WD Cloud device is changing
https://www.westerndigital.com/mycloudupdates

Software Downloads
https://support.wdc.com/downloads.aspx?lang=en

Please locate and download: Western Digital Dashboard

 


There is also Samsung SSD Magician - but very unlikely to support your Toshiba mechanical drive.

Samsung SSD Magician
https://www.samsung.com/semiconductor/minisite/ssd/product/consumer/magician/

 

If those drive diagnostic programs don't work you might be able to try CrystalDisklnfo

https://osdn.net/projects/crystaldiskinfo/downloads/76462/CrystalDiskInfo8_13_3.zip/

 

 

Once ready, please try the following clean removal and reinstallation of our software and let me know if working now or not.

 

 

 

Can you please do the following?

  • 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 the CLEAN button and follow the onscreen instructions to reinstall Malwarebytes
  • NOTE: Please have patience as it can take a while to remove and reinstall. The computer will restart to complete

After the restart please do the following

  • 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

Thank you

 

Edited by AdvancedSetup
Updated information
Link to post
Share on other sites

  • 3 months later...
  • Root Admin

Due to the lack of feedback, this topic is closed to prevent others from posting here.

If you need this topic reopened, please send a Private Message to any one of the moderating team members. Please include a link to this topic with your request.

This applies only to the originator of this topic. Other members who need assistance please start your own topic in a new thread.

Tips to help protect from infection

Thanks

 

Link to post
Share on other sites

Guest
This topic is now closed to further replies.
  • 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.