Version 5 crashed

[sheldon]

Just noticed that Malwarebytes version 5 stopped.  I restarted it and attached the WIN10 event logs

event log 2.txt event log 1.txt

[1PW]

Hello @sheldon and welcome back:

It is great that you extracted those event logs. They will be helpful.

To continue, please do the following so that the teams 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 the desktop. Please attach that file to your next reply.

Thank you.

 

Edited March 1 by 1PW

[sheldon]

Here you  go- again I was able to restart it and seems to be working.

mbst-grab-results.zip

Edited March 1 by sheldon

[AdvancedSetup]

Thank you for the logs @sheldon

Let me post this to our internal team and get their feedback

 

[sheldon]

Have you received any info about this crash @AdvancedSetup ?

[AdvancedSetup]

I'm sorry for the delay. No, nothing of value.

Please do the following

 

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
• RESTART the computer after the reinstall

 

Then use the following link to download and reinstall Malwarebytes

MB5 Offline Installer
https://downloads.malwarebytes.com/file/mb5_offline

 

After installing and activating, please RESTART the computer again and let me know if you still experience issues with the program.

 

[sheldon]

@AdvancedSetup

Ok -  before the other day it hasn't crashed again. 

The way I reproduce it by:

1) go into the "edit scan scheduler window"
2) Instead of clicking on "save' or "Close" or the "X" for just that window,  I click on the "X: for the whole GUI.
3) It crashes with the same event logs I originally submitted.
4) If I click on "save' or "Close" or the "X" for just that window, doesn't crash.

Bottom line - I won't do that anymore.   Does the same thing on 2 PCs.  Looks like a bug.

 

 

[AdvancedSetup]

Thank you. I'll submit that to our team for review

 

[sheldon]

@AdvancedSetup

Thanks - let me know what they find out.

 

[unknownguy]

On 4/11/2024 at 10:55 PM, sheldon said:

 

Ok -  before the other day it hasn't crashed again. 

The way I reproduce it by:

1) go into the "edit scan scheduler window"
2) Instead of clicking on "save' or "Close" or the "X" for just that window,  I click on the "X: for the whole GUI.
3) It crashes with the same event logs I originally submitted.
4) If I click on "save' or "Close" or the "X" for just that window, doesn't crash.

Bottom line - I won't do that anymore.   Does the same thing on 2 PCs.  Looks like a bug.

 

 

I could reproduce this. You are not alone. 

I like your steps by steps guide too. Thanks so much for finding out this.

Edited April 15 by unknownguy
step by step