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Forced restart


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Hi, my PC just forcibly restarted without ANY warning, while I was in the middle of a project! There was no prior warning or indication that this was going to happen. I was actively using the computer (logged in, moving the mouse, etc).

I have the FREE version of Malwarebytes (not the premium version, no real-time protection), and it was NOT running at the time of restart. In fact, I have not even opened Malwarebytes at all today!

After the surprise restart, there is a new Malwarebytes icon on my desktop, with creation timestamp matching when the restart occurred.

In Event Viewer, the following event is logged:

The process C:\Windows\TEMP\D73F11~1\MBSetup-119603.119603-4.5.8.191.exe (USER-PC) has initiated the restart of computer USER-PC on behalf of user NT AUTHORITY\SYSTEM for the following reason: No title for this reason could be found
 Reason Code: 0x40002
 Shutdown Type: restart
 Comment: 

This is completely unacceptable, and has caused me to lose part of a project I was working on, as the restart was forced (no warning, and no prompt to save data prior).

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  • Root Admin

Hello @sculpordwarf

 

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 are 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

Thank you

 

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  • Root Admin

After researching this issue, we discovered that we had an invalid certificate on our offline installer that 3rd party installers were using. This was causing the problem when used against recently newer updates.

The issue has been resolved, and you should no longer experience this issue during updates.

 

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