MBAM crashes while scanning

[lesliem]

While scanning the local system drive (C:) mbam.exe crashes (ocurred on 2 separate scans). Other local partitions and external drives scan without incident. It seems to crash while scanning the following directory:

C:\ProgramData\Norton\{...}\Norton\Qbackup\{...} (let me know if more specifics are needed).

I obtained the following log file info:

Problem signature:

Problem Event Name: APPCRASH

Application Name: mbam.exe

Application Version: 1.46.0.1

Application Timestamp: 4bd9ed9b

Fault Module Name: ntdll.dll

Fault Module Version: 6.0.6002.18005

Fault Module Timestamp: 49e03821

Exception Code: c0000005

Exception Offset: 00066578

OS Version: 6.0.6002.2.2.0.256.1

Locale ID: 1033

Additional Information 1: bfef

Additional Information 2: e8adce1c2b9e7be834b4063ac3c53863

Additional Information 3: bfef

Additional Information 4: e8adce1c2b9e7be834b4063ac3c53863

Read our privacy statement:

http://go.microsoft.com/fwlink/?linkid=501...mp;clcid=0x0409

[noknojon]

Welcome lesliam -

It seems like your Norton is picking up Mawarebytes as an 'unwanted' program -

If you have the extra Add on Service Pac installed (with Norton) please disable it (from Norton Forum) and install these exclusions in Norton -

Please exclude the following files from your antivirus:

Note: If using a software firewall besides the built in Windows Firewall you'll need to exclude them from it as well

For Windows XP:

• C:\Program Files\Malwarebytes' Anti-Malware\mbam.exe
  
• C:\Program Files\Malwarebytes' Anti-Malware\mbamgui.exe
  
• C:\Program Files\Malwarebytes' Anti-Malware\mbamservice.exe
  
• C:\Program Files\Malwarebytes' Anti-Malware\zlib.dll
  
• C:\Program Files\Malwarebytes' Anti-Malware\mbam.dll
  
• C:\Program Files\Malwarebytes' Anti-Malware\mbamext.dll
  
• C:\Documents and Settings\All Users\Application Data\Malwarebytes\Malwarebytes' Anti-Malware\rules.ref
  
• C:\Windows\System32\drivers\mbam.sys
  
• C:\Windows\System32\drivers\mbamswissarmy.sys
  

For Windows Vista or Windows 7

• C:\Program Files\Malwarebytes' Anti-Malware\mbam.exe
  
• C:\Program Files\Malwarebytes' Anti-Malware\mbamgui.exe
  
• C:\Program Files\Malwarebytes' Anti-Malware\mbamservice.exe
  
• C:\Program Files\Malwarebytes' Anti-Malware\zlib.dll
  
• C:\Program Files\Malwarebytes' Anti-Malware\mbam.dll
  
• C:\Program Files\Malwarebytes' Anti-Malware\mbamext.dll
  
• C:\ProgramData\Malwarebytes\Malwarebytes' Anti-Malware\rules.ref
  
• C:\Windows\System32\drivers\mbam.sys
  
• C:\Windows\System32\drivers\mbamswissarmy.sys
  

For 64 bit versions of Windows Vista or Windows 7:

• C:\Program Files (x86)\Malwarebytes' Anti-Malware\mbam.exe
  
• C:\Program Files (x86)\Malwarebytes' Anti-Malware\mbamgui.exe
  
• C:\Program Files (x86)\Malwarebytes' Anti-Malware\mbamservice.exe
  
• C:\Program Files (x86)\Malwarebytes' Anti-Malware\zlib.dll
  
• C:\Program Files (x86)\Malwarebytes' Anti-Malware\mbam.dll
  
• C:\Program Files (x86)\Malwarebytes' Anti-Malware\mbamext.dll
  
• C:\ProgramData\Malwarebytes\Malwarebytes' Anti-Malware\rules.ref
  
• C:\Windows\System32\drivers\mbam.sys
  
• C:\Windows\SysWoW64\drivers\mbamswissarmy.sys
  

Note: If using a software firewall besides the built in Windows Firewall you'll need to exclude MBAM.EXE from it as well

Note: Once that's done, please make sure that if either of those programs has any sort of web filter, that you add the following as a trusted site:

data-cdn.mbamupdates.com

The FAQ contains examples of setting file exclusions for some known AV products

Please post back and let us know how it went - Thank You -

EDIT - Please let me know of your update version - Current is Version 4190 -

[keypees2005]

Hi,

I have the exact problem to what lesliem had described above. Does that mean MBAM is not compatible with NAV/NIS?

I'll try the solution provided above by noknojon and reply on the result I get.

Thanks.

[noknojon]

Hi keypees2005 -

If you add the exclusions to your Norton there should be no problems -

Norton forum has also said to disable the "add on pac" if you have it included -

Thank you -

[keypees2005]

Hi noknojon,

As suggested by you, after adding exclusions to the real time scan, the problem was solved. But the thing is that there is no add-on pack included in my NIS, then what might be the problem?

Thanks for the suggestion.

[noknojon]

Hi keypees2005 -

Your Norton picks up other programs at times (good and bad) then it makes a "blind" decision as to whether to allow or reject the process -

As another defense tool Norton , at times will not allow these programs to run - That is why you add exceptions to the program -

Defense programs all have similar processes (SUPERAntiSpyware Pro for example) that need exclusions added -

I hope this helps you at least in a small way -

Thank You -

EDIT -

We chat to Norton forum people for their advice also - (along with many other A/V companies and forums)

[keypees2005]

Hi,

The problem still persists. The first time after adding to exclusions (both for real-time and scan exclusions), the scan went fine and completed. Now, the second time it was unsuccessful. It's still the same old problem, crashes while scanning the norton file. Please suggest a remedy for this.

[exile360]

Hello

Emptying Norton's quarantine should correct the issue. It is likely that Norton doesn't like other programs trying to analyze or access files it has locked up in quarantine as I've seen similar issues before.