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Malwarebytes System Tray APPCRASH at start of Scan


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Good Afternoon

Malwarebytes would not open at all, choosing Taskbar, Desktop or System Tray icons.

I uninstalled Malwarebytes and reinstalled it using the offline installer mb4-setup-consumer-4.5.2.157-1.0.1562-1.0.49971

After the program reinstallation, I ran the initial scan, report included with attachments

Upon Scan completion I got this system error:

 Description
Faulting Application Path:    C:\Program Files\Malwarebytes\Anti-Malware\mbamtray.exe

Problem signature
Problem Event Name:    APPCRASH
Application Name:    mbamtray.exe
Application Version:    4.0.0.1213
Application Timestamp:    61dc568d
Fault Module Name:    Qt5Core.dll
Fault Module Version:    5.14.1.0
Fault Module Timestamp:    603971ce
Exception Code:    c0000005
Exception Offset:    0000000000219dc5
OS Version:    10.0.19043.2.0.0.256.48
Locale ID:    1033
Additional Information 1:    d1be
Additional Information 2:    d1be43d517e5568cc9a05040c493ab40
Additional Information 3:    a7c3
Additional Information 4:    a7c3e34e29a4dfa5592348ed4dfe1d21

Extra information about the problem
Bucket ID:    b43feec94ce76dd4b696ce439e1e0a5b (1627715105151912539)


Ran MB Support 1.8.7.918 gathered logs and included Crash Dump https://we.tl/t-0xlcMObl2p

Any help on what went wrong and how to fix this would be greatly appreciated 

Thank you for your time and assistance 

Scan_2022-02-10.txt mbst-grab-results.zip

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  • Root Admin

Hello @MSimm1

Please 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.

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

 

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Good Evening, AdvancedSetup

Here is the Fixlog

I do have one question, I was reading through the Fixlog and there is Chinese writing at the top and bottom of the Batch Section, just below the Powershell section

I have no idea whatsoever where they came from or how they got on my computer

Thank you for your assistance and time

 

Fixlog_10-02-2022 17.05.10.txt

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  • Root Admin

That is okay. It is just how one of the calls are made for cleanup and can be ignored.

From the log

Secure Boot Status: False

I recommend if possible that you enable Secure Boot

How to enable or disable Secure Boot
https://maxedtech.com/how-to-enable-or-disable-secure-boot/

 

 

Please go ahead and run the following for me.

 

 

Microsoft Safety Scanner

Please make sure you Exit out of any other program you might have open so that the sole task is to run the following scan.   
That goes especially for web browsers, make sure all are fully exited out of and messenger programs are exited and closed as well
 

STEP 1

Please set File Explorer to SHOW ALL folders, all files, including hidden ones.  Use OPTION ONE or TWO of this article

https://www.tenforums.com/tutorials/7078-turn-off-show-all-folders-windows-10-navigation-pane.html

STEP 2

I suggest a new scan for viruses & other malware. This may take several hours, depending on the number of files on the system and the speed of the computer.

The Microsoft Safety Scanner is a free Microsoft stand-alone virus scanner that can be used to scan for & remove malware or potentially unwanted software from a system. 

The download links & the how-to-run-the tool are at this link at Microsoft 

https://docs.microsoft.com/en-us/windows/security/threat-protection/intelligence/safety-scanner-download

 

Look on the Scan Options & select the FULL scan.

Then start the scan. Have lots of patience. It may take several hours.

  • Once you see it has started, take a long long break;  walk away.  Do not pay credence if you see some intermediate early flash messages on the screen display.  The only things that count are the End result at the end of the run.
  • The scan will take several hours.  Leave it alone. It will remove any other remaining threats as it goes along.  Take a very long break, do your normal personal errands .....just do not use the computer during this scan.

This is likely to run for many hours as previously mentioned  ( depending on the number of files on your machine & the speed of the hardware.)

The log is named MSERT.log  and the log will be at C:\Windows\debug\msert.log

Please attach that log with your next reply.

Thank you

 

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Good Afternoon, AdvancedSetup

Full Safety Scan ran, 0 infections MSERT log attached

Wasn't 100% sure on how to configure the Secure Boot on ASUS Prime 310M-E R2.0 motherboard, so I decided to err on the side of caution and not fool with it

I'll take the tower back to the shop that built the system and have them do it

Thank you for your time and assistance 

msert.log

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  • Root Admin

Good afternoon @MSimm1

It's not imperative that the Secure Boot is enabled, it's another method to help prevent rootkit-type infections though.

Let me have you run the following

 

SecurityCheck by glax24              

I would like you to run a tool named SecurityCheck to inquire about the current security update status of some applications.

  • Download SecurityCheck by glax24: https://tools.safezone.cc/glax24/SecurityCheck/SecurityCheck.exe
  • If Microsoft SmartScreen blocks the download, click through to save the file
  • This tool is safe.   Smartscreen is overly sensitive.
  • If SmartScreen blocks the file from running click on More info and Run anyway
  • Right-click  with your mouse on the Securitycheck.exe  and select "Run as administrator"  and reply YES to allow to run & go forward
  • Wait for the scan to finish. It will open a text file named SecurityCheck.txt Close the file.  Attach it with your next reply.
  • You can find this file in a folder called SecurityCheck, C:\SecurityCheck\SecurityCheck.txt

 

image.png

image.png

image.png

 

Thank you

 

 

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  • Root Admin

Good day

That looks good, only one item that needs updating.

------------------------------- [ Imaging ] -------------------------------

GIMP 2.10.10 v.2.10.10 Warning! Download Update

 

Once that's done then click on Start / Search and type in "Check for updates" and have Windows check for any new updates and install if found.

 

Let me know if there are any other issues or concerns you're still having after that @MSimm1

You're no longer having Scan crashes from Malwarebytes are you?

 

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Good Evening, AdvancedSetup

The Gimp program version is by choice, due to past issues with file associations 

The System Tray crashing is still happening

Description
Faulting Application Path:    C:\Program Files\Malwarebytes\Anti-Malware\mbamtray.exe

Problem signature
Problem Event Name:    APPCRASH
Application Name:    mbamtray.exe
Application Version:    4.0.0.1213
Application Timestamp:    61dc568d
Fault Module Name:    Qt5Core.dll
Fault Module Version:    5.14.1.0
Fault Module Timestamp:    603971ce
Exception Code:    c0000005
Exception Offset:    0000000000219dc5
OS Version:    10.0.19043.2.0.0.256.48
Locale ID:    1033
Additional Information 1:    9dff
Additional Information 2:    9dff57016b4f905e59911ee01ef7078e
Additional Information 3:    c927
Additional Information 4:    c927d521cb092d707da4f9e8311d7483

Extra information about the problem
Bucket ID:    b43feec94ce76dd4b696ce439e1e0a5b (1627715105151912539)
 

Have a new set of logs and a Crash Dump https://we.tl/t-VTXpXoeN2Z

It appears the crash of System Tray happens when the Scan checks for updates, it hangs there for about 10 to 15 seconds, where in the past when the definition was current, it was maybe about 2 seconds

Thank you for your time and assistance 

 

 

mbst-grab-results.zip

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  • Root Admin

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

 

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Good Evening, AdvancedSetup

The Support tool clean is not working, I get the green clean up bar, then it asked if I want to install the latest version, which installs malwarebytes, then I get a box saying installation cancelled, which I didn't do

Without asking for a system restart, all I get is the Survey wanting to know why I'm uninstalling Malwarebytes, when I choose not to install the latest version,I get Install Privacy, click on the X to close it Support tool finished

I currently have malwarebytes uninstalled

Support tool Clean log

 

mbst-clean-results.txt

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  • Root Admin

Sorry about that. Please go ahead and 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.

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

 

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Good Evening, AdvancedSetup

Ran the Fixlist and attached the Fixlog

A lot of "Not Found" on the entries, hopefully that's a good thing

It's been a long day and close to dinner, so I will reinstall Malwarebytes first thing in the morning and provide a fresh set of logs

Fixlog.txt

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Good Morning, AdvancedSetup

I reinstalled Malwarebytes using the offline installer, it installed without the Premium Trial, nothing was on, I just got Premium Only in the Settings page

The initial scan had no errors present, gather Support Tool logs, however after a little over 3 hours and a few definition updates, I ran a second scan

The 2nd Scan did produce the same System Tray stopped working error

Description
Faulting Application Path:    C:\Program Files\Malwarebytes\Anti-Malware\mbamtray.exe

Problem signature
Problem Event Name:    APPCRASH
Application Name:    mbamtray.exe
Application Version:    4.0.0.1213
Application Timestamp:    61dc568d
Fault Module Name:    Qt5Core.dll
Fault Module Version:    5.14.1.0
Fault Module Timestamp:    603971ce
Exception Code:    c0000005
Exception Offset:    0000000000219dc5
OS Version:    10.0.19043.2.0.0.256.48
Locale ID:    1033
Additional Information 1:    8758
Additional Information 2:    87586cdeb331705f18e9a7e759685ce6
Additional Information 3:    81f4
Additional Information 4:    81f4bfa15cdcd53ee63930b00a134a09

Extra information about the problem
Bucket ID:    b43feec94ce76dd4b696ce439e1e0a5b (1627715105151912539)

I have provided the two scan reports, both Support Tool logs and the Crash Dump https://we.tl/t-AT90yQy6Lb 

Thank you for your time and assistance 

 

Intial_Scan_2022-02-12.txt 2nd_scan_2022-02-12.txt reinstall_mbst-grab-results.zip error_mbst-grab-results.zip

Edited by MSimm1
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Good Morning, AdvancedSetup

Thank you for your assistance

Not to worry, I have the patience of a rock

Just hope they can find a solution or least give me some idea on why this issue suddenly occurred

Malwarebytes has been running great until 10 February, only changes to my system were the Microsoft 8 February Cumulative updates and 9 February Defender antimalware platform update

Thank you for your time

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Good Afternoon, AdvancedSetup

You're Welcome

I hope soon, Malwarebytes just updated to version 4.5.4.168 Component Package 1.0.1599, this time Malwarebytes stopped working

Description
Faulting Application Path:    C:\Program Files\Malwarebytes\Anti-Malware\mbam.exe

Problem signature
Problem Event Name:    APPCRASH
Application Name:    mbam.exe
Application Version:    4.0.0.1250
Application Timestamp:    62023c3f
Fault Module Name:    Qt5Core.dll
Fault Module Version:    5.14.1.0
Fault Module Timestamp:    603971ce
Exception Code:    c0000005
Exception Offset:    0000000000219dc5
OS Version:    10.0.19043.2.0.0.256.48
Locale ID:    1033
Additional Information 1:    ec47
Additional Information 2:    ec472636b25fff94f6e5ae9c4f7ae1db
Additional Information 3:    17a8
Additional Information 4:    17a81684327113f061ffc2c735ad999c

Extra information about the problem
Bucket ID:    9901a03f236035cf56d33c5de5c5dd4c (1644724662904937804)

I have a new set of logs and Crash Dump https://we.tl/t-qQCyns8UHC

Thank you for your time

 

mbst-grab-results.zip

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  • 2 months later...
  • Root Admin

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

 

 

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