Jump to content
Due to inclement weather in Southwest Florida, our Clearwater support team is offline. Our other offices are available to assist you, however their responses may be delayed. We appreciate your patience and understanding during this time. ×

BSOD-PC Freezes during MB Scan-New Installation


eliuri
 Share

Recommended Posts

I just installed MB 4.5.0.152 and ran complete scan on Windows 10 HP Laptop.

Its Premium 14-day trial version. Though I do have MB Premium installed on another Win 7 laptop.

Both times I ran the complete scan, the PC froze entirely for a minute or two. I guess thats called BSOD. There was nothing on screen at all...though eventually scan completed..

I also found that after the scan I can no longer create a system restore point. though I was able to do so after a reboot.

Might there be some compatibility issue here? The MB scan runs perfectly well on my Windows 7 laptop.

Only other security software on this laptop is built in Windows defender

 

Thanks:

eliuri

Malwarebytes Premium Trial Version: 4.5.0.152

 

 

 

Edited by eliuri
typo
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

  • eliuri changed the title to BSOD-PC Freezes during MB Scan-New Installation
11 minutes ago, eliuri said:

I just installed MB 4.5.0.152 and ran complete scan on Windows 10 HP Laptop.

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

6 minutes ago, eliuri said:

Here is the zipped folder you asked formbst-grab-results.zip

 

eliuri

 

56 minutes ago, eliuri said:

and ran complete scan

Will it complete a regular threat scan? Be sure to never try to use the computer for anything else during the scan. Also do not enable scan for rootkits.

I also suggest disabling Controlled folder access https://www.tenforums.com/tutorials/113380-how-enable-disable-controlled-folder-access-windows-10-a.html

 

Link to post
Share on other sites

It does complete the full scan successfully except fro those moments the computer freezes....

I did disable rootkit scan just now...but the freeze-ups happened during file system scan

i wasn't doing anything else while scans were running

I do see option to disable Controlled Folder Access in Defender, but will I not lose some protection by doing this?

Thanks for response

Link to post
Share on other sites

5 minutes ago, eliuri said:

but will I not lose some protection by doing this?

The feature can cause some issues and can be a pain to manage.

6 minutes ago, eliuri said:

It does complete the full scan successfully except fro those moments the computer freezes....

You need to just let it run. The laptop is a "budget" system. Weak processor minimum ram. Are you doing a custom scan? All you need is a threat scan.

image.png.298d5aab0a1adf00c1e870008c225f1b.png

Link to post
Share on other sites

OK..Thanks...A custom or quick scan runs perfectly well...with no freeze-ups..I expect to scan anything I download with MB context menu... I also have MB add-on on my Firefox and Chrome..so I don't think I really need  need a full-scan anymore.

I'm not sure the schedule scan function can be set for quick scan though?

 

Edited by eliuri
Link to post
Share on other sites

51 minutes ago, eliuri said:

I'm not sure the schedule scan function can be set for quick scan though?

Actually it can. I set my clients for a quick scan daily and the standard threat scan weekly.

Personally my scheduled scans are off. I set MB to remind me if I have not scanned in 30 days.

Are you going to have the paid version?

Link to post
Share on other sites

3 hours ago, Porthos said:

Actually it can. I set my clients for a quick scan daily and the standard threat scan weekly.

Personally my scheduled scans are off. I set MB to remind me if I have not scanned in 30 days.

Are you going to have the paid version?

Yes, I was considering it. I already have a premium license, but using it on a Win7 Laptop.

However, if  I can get MB Free to scan individual downloaded files and programs via the context menu, I wont purchase the Premium if these scanning issues continue..The Free Version might suffice, if it can do that..

So far all full scans on my Win 7 laptop-using the Premium--have either found no malware or the findings were false positives, which created extra headaches...The MB browser extension however has blocked sites, which sometimes were potentially malicious...

Thanks again

`eliuri

Link to post
Share on other sites

54 minutes ago, eliuri said:

or the findings were false positives, which created extra headaches.

Those should be reported in the proper section of the forum. If they are not FP's, you really do not want them on the computer.

The scan feature is the weakest part of Malwarebytes.

Malwarebytes does not target script files during a scan.. That means MB will not target; JS, HTML, VBS, .CLASS, SWF, BAT, CMD, PDF, PHP, etc.

It also does not target documents such as; PDF, DOC, DOCx, XLS, XLSx, PPT, PPS, ODF, etc.

It also does not target media files;  MP3, WMV, JPG, GIF, etc.

Malwarebytes will block execution of files like these only with the anti-exploit module of the paid program.

Link to post
Share on other sites

7 minutes ago, Porthos said:

Those should be reported in the proper section of the forum. If they are not FP's, you really do not want them on the computer.

The scan feature is the weakest part of Malwarebytes.

 

 

Malwarebytes will block execution of files like these only with the anti-exploit module of the paid program.

 

I always report scan findings to this forum.  To that Sub-forum on false positives. So far, they've turned out to be false positives after someone here looked into them. Bad sites -or potentially bad sites-however, are sometimes blocked. It does seem the paid version offers significantly better protection however. As you say above..

 

 

Link to post
Share on other sites

  • Root Admin

Hello @eliuri

Please go to Control Panel, Programs, Programs and Features and uninstall the following.

  • CCleaner (computer experts no longer recommend the use of this program)

 

 

Your DNS Servers: 192.168.1.1

Please consider changing your default DNS Server settings. Please choose one provider only

DNS is what lets users connect to websites using domain names instead of IP addresses

  • Google Public DNS: IPv4   8.8.8.8 and 8.8.4.4   IPv6   2001:4860:4860::8888 and 2001:4860:4860::8844
  • Cloudflare: IPv4   1.1.1.1 and 1.0.0.1   IPv6   2606:4700:4700::1111 and 2606:4700:4700::1001
  • OpenDNS: IPv4   208.67.222.222 and 208.67.220.220  IPv6  2620:119:35::35 and 2620:119:53::53
  • DNSWATCH: IPv4   84.200.69.80 and 84.200.70.40   IPv6  2001:1608:10:25::1c04:b12f and 2001:1608:10:25::9249:d69b

The Ultimate Guide to Changing Your DNS Server
https://www.howtogeek.com/167533/the-ultimate-guide-to-changing-your-dns-server/

Here is a YouTube video on Changing DNS settings if needed

 

 

 

Do you have this disabled on purpose? Do you want help locating and installing the correct driver?

==================== Faulty Device Manager Devices ============

Name: HP Webcam
Description: Realtek DMFT - RGB
Class Guid: {ca3e7ab9-b4c3-4ae6-8251-579ef933890f}
Manufacturer: Realtek
Service: usbvideo
Problem: : This device is disabled. (Code 22)
Resolution: In Device Manager, click "Action", and then click "Enable Device". This starts the Enable Device wizard. Follow the instructions.

 

 

Is this a business computer or did it used to be a business computer joined to a Domain?

This entry should be from Microsoft Intune which was Microsoft Mobile Device Management.

Task: {25043F18-FF53-4DDE-8352-E4FF58E005F5} - System32\Tasks\Microsoft\Windows\EnterpriseMgmt\2470468D-DD95-48DB-9A62-08AFFFAEFE24\Schedule to run OMADMClient by client => C:\WINDOWS\system32\omadmclient.exe [437760 2021-12-16] (Microsoft Windows -> Microsoft Corporation)

 

 

Please open an Elevated Admin command prompt

https://www.lifewire.com/how-to-open-an-elevated-command-prompt-2618088

Then copy / paste the following into the command prompt window and restart the computer.

 

ECHO Y|CHKDSK C: /F 

 

 

 

The computer appears to potentially have issues with VSS (Volume Shadow Copy Service)

Here are two different tools designed to check and if needed repair VSS please run both tools.

 

Please download and run the following  Volume Shadow Copy Service (VSS), Diagnostic Tool, from Acronis

Acronis VSS Doctor

Free tool for diagnosing and repairing Volume Shadow Copy Service issues. Download link on the bottom of the page.
Download - Acronis VSS Doctor

In many cases, it can correct the issues on its own. If not, then it will give details on what may be causing the issues. Please save the report in text format and post back that log on your next reply.


You can also try the tool from Macrium Reflect if the Acronis tool did not work.

Macrium Reflect Volume Shadow Copy Service (VSS) Repair Tool


Once you've run the repair tool you need to restart your computer.

 

Post back the logs when ready

Thanks

 

 

 

 

Link to post
Share on other sites

- I ran check disk..there were no issues found

-System Restore works perfectly when not  running full Malwarebytes scans. There might be incompatibility between SR and MB

-the laptop was that of a close relative who had no issues with it at all.. ...It was not a business laptop

-I have that built-in cam temporarily disabled by intent

-What is the issue with my DNS servers?...So far my connections  all seem fine. What might be possible connection-if any- between DNS server and computer display freezing during a complete scan?

- I can uninstall Ccleaner....but first I'd like to make sure that the built in Microsoft clean disk can delete temp files...Why is it that experts no longer recommend it? I only run Custom Clean with it to delete temporary internet files of my browsers. I do not use its many other functions. I dont think it's running in background while doing the Malwarebyte scans

--So far, the only program on it which is not functioning as it's supposed to is Malwarebytes Trial Premium. I installed it about a day ago.. It is now in Premium Trial period. I have disabled it for now..and all is fine..System Restore works well now...I tested it

--My outstanding question  is:  When my 14 day trial period is over, will I still be able to scan individual files/programs via the context menu? This might very well be the only part of Malwarebytes I really need as far as I can tell

Thanks for your consideration

-eliuri

 

 

 

 

Edited by eliuri
typos and clarifications
Link to post
Share on other sites

  • 4 months later...

Glad we could help.

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 thread. Other members who need assistance please start your own topic in a new thread.

Please review the following to help you better protect your computer and privacy Tips to help protect from infection

Thank you

 

 

Link to post
Share on other sites

Guest
This topic is now closed to further replies.
 Share

  • 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.