[ RESOLVED ] WMP and MB broken.

[Nova77]

Hello, was there an update for Malwarebytes between 5:00pm - 9:30pm GMT 11/07/24? Somewhen during this time period Windows Media Player (the remote procedure call failed) and Malwarebytes update checks (one or more items did not complete) stopped working. Malwarebytes was showing up to date perfectly fine when the pc was first turned on and after starting up a few apps (Discord, Steam, Omen Gaming Hub, Chrome, Clicker Heros, Counter-Strike 2) the only different being that my son between 5:00pm - 9:30pm installed Rainbow Six Siege after that he noticed Windows Media Player and Malwarebytes update check was broken. 

Before sending this I shut down the pc, waited 10 seconds, turned it back on and it seemed to update fine with the only thing I could notice was Malwarebytes taking a few seconds to appear in the system tray behind nvidia gefore experience. This is the current version I'm on after updating below. I'm not sure if it's something running after a few hours that's messing it up but the pc works for around 8 hours before any issues are noticed.

I'll get a copy of the logs like last time sent over right now and hopefully we can figure out the issue causing this to occur. If a resolve can't be found it doesn't seem like too much of an issue to restart the computer everytime a new update or when WMP breaks as long as Malwarebytes is updating correctly and his pc is safe.

[Malwarebytes]

***This is an automated reply***

Hi,

Thanks for posting in the Malwarebytes for Windows Help forum.

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Malwarebytes Support Tool - Advanced Options

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[Porthos]

@Nova77 Again,

Please do the following so that we may take a closer look at your system.

 

Disable-Fast-Startup <<<<< Important.
https://forums.malwarebytes.com/topic/299350-disable-fast-startup/

Then please restart the computer and then do the following. <<<<< Important.

WARNING: Do Not click the Repair option under Advanced unless requested by a Malwarebytes support agent or authorized helper

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. The tool also downloads and runs a file called FRSTEnglish. Please allow it to run.
• 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 or on the hidden Public desktop (usually C:\Users\Public\Desktop), please upload that file on your next reply

 

Thank you

[Nova77]

mbst-grab-results.zipThese results are from after restarting the pc, maybe I should also send a copy tomorrow after everything has been open for a while?

[Porthos]

Why do you change update settings? Updates are released several times in a 24-hour period.

Quote

Check for Updates Every:                     1380 Minutes

It is also not recommended to have rootkit scanning on all of the time. It is off by default.

Quote

Scan Rootkit: ON

Let's use the same support tool and do a clean uninstall and reinstall.

If you have enabled the optional tamper protection, please TURN IT OFF.<<<<< Important.

Please close all browsers and programs before running the tool.<<<<< Important.

Once done, it will attempt to reinstall Malwarebytes. After the installation restart the computer.<<<<< Important.

 

[Nova77]

Malwarebytes is in a clean install state with the only thing I've changed is turning off scheduled scanning as we often do it manually every few days to be safe, I'll let you know if the issues return later on. And on the thing for changing the checking updates time is also because we manually checked for updates throughout the day and that's how we noticed the issues.

[Porthos]

5 minutes ago, Nova77 said:

And on the thing for changing the checking updates time is also because we manually checked for updates throughout the day and that's how we noticed the issues.

That is probably why you had the update issue. It should be left at hourly.

The updates throughout the day are small unless you miss a few then the update size increases for the missed updates and might be choking the program. Checking for an update at the same time the program is attempting to do the same thing.

 

8 minutes ago, Nova77 said:

the only thing I've changed is turning off scheduled scanning as we often do it manually every few days to be safe

That's fine I do the same sometimes.

I am also going to suggest you make the following change so Malwarebytes and Windows security(Defender) can work alongside each other to protect you.

Please make the following change in Malwarebytes if you're using the Premium or Trial version

• Please open Malwarebytes. Click on the small gear icon to open the Settings and go to the Security, or General in V5 tab.
• Then turn off "Always register Malwarebytes in the Windows Security Center"
• Restart the computer

 

 

[Nova77]

It seems like the issue has returned, I'll generate new logs now and maybe they can be compared to the earlier logs to find the issue or something?

[Nova77]

mbst-grab-results.zip

[Porthos]

When you stated your install was in a "clean: status, Did you use the support tool as I posted previously?

How did you get to a clean state?

[Nova77]

Yes I followed everything from your previous posts and clicked the clean button in the support tool.

[Porthos]

I will ask @Ried to assist.

[Nova77]

Sounds good. Just some extra information that might help find the cause, I was actively checking throughout the day to see when it breaks and it was working fine at 7:33pm GMT and as of now it's 7:50 GMT and it's broken. In task scheduler the only thing between these times that ran was MicrosoftEdgeUpdateTaskMachineUA. This information probably isn't helpful but I'll share it anyways.

[Ried]

Hello Nova77 - thank you for the logs.

If you restart Malwarebytes (right click lower tray icon and select 'Quit Malwarebytes', then re-launch Malwarebytes via the Desktop icon, can you then get updates when you click 'Check for updates'?

• Also, if you turn off Malware & Pup protection will WMP work properly?
• Along those same lines, after restarting Malwarebytes and a successful 'check for updates' , will subsequent updates continue to work while Malware & Pup protection is off?

[Nova77]

Just tested now after I noticed WMP and WB was broken, quitting Malwarebytes and opening it again did allow it to update and fixed wmp. Tomorrow I'll run the computer with Malware and Pup protection disabled to see if the issue returns and will notify you on the results.

[Ried]

This issue with database updates has been fixed.  To obtain that now:

• Quit MB via the tray icon
• Re-launch MB via desktop icon
• Click Check for updates

Let me know if subsequent checks for updates will continue for you error free.

Also, did this also happen to fix the issue with WMP?

[Nova77]

I think the previous thing of having Malware and Pup protection disabled didn't give me any errors, with the new update should I re-enable Malware and Pup protection to see if it breaks again or keep it disabled?

[Porthos]

Just now, Nova77 said:

with the new update should I re-enable Malware and Pup protection to see if it breaks again or keep it disabled?

Reenable it.

[Nova77]

The issue has yet to return but will give it one more day just to be safe before the post is good to be locked.

[Nova77]

Ran the computer on for 20 hours and didn't get an error at all, everything seems to be good now with WMP and MB updates. This topic seems solved you can go ahead and close the post whenever you wish, I'll create another post in the future if this issue ever returns. I appreciate both of you for being so efficient with responses and helping me solve the issue in a timely manner unlike other companies that take a while to deal with support forms. Be sure to have a great rest of your day/night whenever you read this and keep up the amazing work.

[Porthos]

Closing this topic as it's been resolved.