Wireless Keyboard & MouseDisabled byScan and not reactivated, Reboot needed

[glencom]

Malwarebytes 4.5.10 disablesMy Microsoft Wreless Keyboard &Moust during SCan but doesnot reactivate it ,soI cannot close mlwarebyteswindow.onlyfixistouse the poewer button to shut down PC and then boot up again

I have tried reconnecitne mouse & keyboard to its receiver but no uccess , I Guessthat the USB ports may be disabled

This a very Frustrating eventcostinga lot of valuable time

Thesamehppenedwhen I selected the ? help and tried to log into my account. Mouse was OK but no Keyboard o I was unable to type in the Code sent to myemailaddress . I read thecodeon my Mobile asPC wasunale to open Outlook 365

[Malwarebytes]

***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

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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.
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[Porthos]

30 minutes ago, glencom said:

Malwarebytes 4.5.10 disablesMy Microsoft Wreless Keyboard &Moust during SCan but doesnot reactivate it

I'm sorry the software isn't working properly but we'll do our best to help.

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 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

[Porthos]

Posted for user.

Ihavesince uninstallede and reinstalled Mlwarebytes Premium. Thisdid not resolve the issue

Logs Zip file attached as requested

mbst-grab-results.zip 16.61 MB · 1 download

[glencom]

Sowhy can you not rsolve my query?

 

[Porthos]

Just now, glencom said:

Sowhy can you not rsolve my query?

 

I have never seen Malwarebytes disable any keyboard.

I have not answered as I do not have an answer and waiting for a staff member to answer you.

Most of them are off today because of the holiday.

[AdvancedSetup]

Good day, @glencom

Not sure exactly why, but this program is faulting over and over which "might" be the cause.

Error: (07/04/2022 09:03:51 AM) (Source: Application Error) (EventID: 1000) (User: )
Description: Faulting application name: atieclxx.exe, version: 6.14.11.1199, time stamp: 0x563a76a9
Faulting module name: atieclxx.exe, version: 6.14.11.1199, time stamp: 0x563a76a9
Exception code: 0xc0000005
Fault offset: 0x00000000000425c6
Faulting process ID: 0x794
Faulting application start time: 0x01d88f7ac2111847
Faulting application path: C:\WINDOWS\system32\atieclxx.exe
Faulting module path: C:\WINDOWS\system32\atieclxx.exe
Report ID: 3fa1a9fd-d487-46f1-886d-2268855d6393
Faulting package full name:
Faulting package-relative application ID:

 

What is atieclxx.exe and why is running at Startup?

https://appuals.com/atieclxx-exe-running-startup/

 

 

We might try some general cleanup of the computer as well as temporarily disabling that older ATI program and see if that corrects the issue for you.

 

BIOS: Award Software International, Inc. F4 10/19/2012
Motherboard: Gigabyte Technology Co., Ltd. GA-78LMT-USB3

 

If you'd like to try that as well as some generic clean up of the system, please let me know.

Thanks

 

[Firefox]

Just to confirm, I have a Microsoft Wireless Keyboard/Mouse combination and do not see this issue....

[glencom]

atieclxx.exe is aprocess that ids installed when anAMD CPU is present

I have triedtorename it but it is locked

I have tried changing its properties but it is locked

I tried to Delete it but is locked

That all tells me it is a required process

I can howeverconect a USB Mouse and close Malwarebytes 

Th only way I canuse the computer is either to restart the PC or unplug the USB Wireless receiver then plug it in again

I have also tried usung different USB Ports

Iy happens on any USB POrt

 

Edited July 5, 2022 by AdvancedSetup
Corrected font issue

[AdvancedSetup]

Please try the following CLEAN removal and reinstall. However, don't allow the MBST program to run the reinstall, use the full download link provided below.

 

 

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 but DO NOT reinstall Malwarebytes
• NOTE: Please have patience as it can take a while to remove and restart to complete

After the restart please do the following

 

Download the following Offline installer and run that to reinstall Malwarebytes and let me know if there are any issues with installation or updates.

 

MB4 Offline Installer
https://downloads.malwarebytes.com/file/mb4_offline

 

Thanks