Windows Crashes After Starting Malwarebytes Privacy

[giroone]

Hi,

So I just purchased Malwarebytes Privacy and installed it on my computer. I opened the window and hit the OFF button. After that, the PC lagged and then rebooted. Tried again, but got the same error.

I'm using Windows 10 Pro build 19044.1706

[AdvancedSetup]

Hello, @giroone

Sorry to hear you're having issues with the program. Please let us get some logs.

I'm officially of work until Tuesday, but I'll try to drop in tomorrow and review your logs

 

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

 

[giroone]

Hi @AdvancedSetup,

Here are the logs — mbst-grab-results.zip

[AdvancedSetup]

Please see if you can zip this file and upload it

C:\WINDOWS\MEMORY.DMP

If it's too large to upload let us know.

 

[giroone]

It's too large (58.59MB) and can't be uploaded here.

[AdvancedSetup]

Please use the following method @giroone

 

 

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
  
   

 

 

 

[giroone]

Hi,

Thank you for the instructions.

Here's the link: https://we.tl/t-84WNPgcjs5

[AdvancedSetup]

Thank you for the file. I will submit it to the team tomorrow and see if I can get someone to analyze it and get back to me.

Cheers

 

[AdvancedSetup]

You're currently using the mbtun driver for MB Privacy. Please try switching over to the wintun driver and see if that helps

Tunnel driver: By default, Malwarebytes Privacy uses the Malwarebytes MBtun driver to connect to VPN. To use a Windows tunnel driver, you can select the Wireguard Wintun driver from the dropdown menu. The Wintun driver does not support the VPN Bypass feature.

 

It's quite possible that this system's hardware is too old as well. It's already at least 12 years old now.

BIOS: Hewlett-Packard 786H1 v01.05 06/09/2010
Motherboard: Hewlett-Packard 304Ah

 

[gatortail]