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Hi,

I am a small computer repair shop and I sell Malwarebytes. I have installed the paid version on numerous computers. Lately however I have found that Malwarebyes locks up on several different computers I have installed it on.

These have been several different computers (windows xp, windows vista, windows 7, 32 and 64 bit machines). Most are either Dell or HP machines and all have been running AVG Anti-Virus.

I haven't had any conflicts with AVG before so I am not sure if that is the issue. Can anyone help with this? I'd like to continue to recommend Malwarebytes as a great anti-malware tool.

Allen

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Setting the appropriate exclusions should resolve any conflicts (I've personally tested this myself, as I had to do so to write the below instructions):

For Windows XP:

Show Hidden Files and Folders in Windows XP:


  • Click Start and select My Computer
  • Click the Tools item from the menu at the top of the window (if you don't see Tools press the Alt key on your keyboard and it will appear)
  • Select Folder Options
  • Click the View tab and make sure Show hidden files and folders is selected under Hidden files and folders
  • Next, uncheck the box next to Hide protected operating system files (Recommended)
  • Then, uncheck the box next to Hide extensions for known filetypes
  • Click Apply then click OK

Set Exclusions for Malwarebytes' Anti-Malware in AVG Free 2011 on Windows XP:


  1. Open AVG and close the pop-up ad that shows up on the bottom of the screen then double-click on Resident Shield
  2. Click on Tools at the top and select Advanced settings...
  3. Click on Excluded Items under Resident Shield
  4. Click on the Add Path button on the right
  5. Click on the + next to My Computer in the Browse For Folder window
  6. Click on the + next to your system drive (usually C:)
  7. Click on the + next to Program Files
  8. Click once on the Malwarebytes' Anti-Malware folder so that it is highlighted and click on OK
  9. Click on the Add Path button on the right
  10. Click on the + next to My Computer in the Browse For Folder window
  11. Click on the + next to your system drive (usually C:)
  12. Click on the + next to Documents and Settings
  13. Click on the + next to Application Data
  14. Click once on the Malwarebytes folder so that it is highlighted and click on OK
  15. Click on the Add File button on the right and click on My Computer on the left
  16. Double-click on your system drive (usually C:)
  17. Double-click on Windows
  18. Scroll to the right until you find the System32 folder and double-click on it
  19. Double-click on the drivers folder
  20. Scroll to the right until you find mbam.sys and double-click on it
  21. Click on the Add File button on the right and scroll to the right until you find mbamswissarmy.sys and double-click on it
  22. Click on the Apply button at the bottom of the program window and then click on OK
  23. Close the AVG window

Reset Hidden Files and Folders in Windows XP:


  • Click Start and select My Computer
  • Click the Tools item from the menu at the top of the window (if you don't see Tools press the Alt key on your keyboard and it will appear)
  • Select Folder Options
  • Click the View tab and make sure Do not show hidden files and folders is selected under Hidden files and folders
  • Next, check the box next to Hide protected operating system files (Recommended)
  • Then, check the box next to Hide extensions for known filetypes
  • Click Apply then click OK

For Windows Vista and Windows 7:

Show Hidden Files and Folders in Windows Vista and Windows 7:


  • Click on the Start vista-7-start.png button and select Computer
  • Press the Alt key on your keyboard and click on Tools
  • Select Folder Options
  • Click the View tab and make sure that Show hidden files and folders is selected under Hidden files and folders
  • Next, uncheck the box next to Hide protected operating system files (Recommended)
  • Then, uncheck the box next to Hide extensions for known filetypes
  • Click Apply then click OK

Set Exclusions for Malwarebytes' Anti-Malware in AVG Free 2011 in Windows Vista and Windows 7:


  1. Open AVG and close the pop-up ad that shows up on the bottom of the screen then double-click on Resident Shield
  2. Click on Tools at the top and select Advanced settings...
  3. Click on Excluded Items under Resident Shield
  4. Click on the Add Path button on the right
  5. Click on the + next to Computer in the Browse For Folder window
  6. Click on the + next to your system drive (usually C:)
  7. Click on the + next to Program Files Note: This should be Program Files (x86) for 64 bit Windows versions.
  8. Click once on the Malwarebytes' Anti-Malware folder so that it is highlighted and click on OK
  9. Click on the Add Path button on the right
  10. Click on the + next to Computer in the Browse For Folder window
  11. Click on the + next to your system drive (usually C:)
  12. Click on the + next to ProgramData
  13. Click once on the Malwarebytes folder so that it is highlighted and click on OK
  14. Click on the Add File button on the right and click on Computer on the left
  15. Double-click on your system drive (usually C:)
  16. Double-click on Windows
  17. Scroll to the right until you find the System32 folder and double-click on it
  18. Double-click on the drivers folder
  19. Scroll to the right until you find mbam.sys and double-click on it
  20. Click on the Add File button on the right and scroll to the right until you find mbamswissarmy.sys and double-click on it Note: This will be C:\Windows\SysWOW64\drivers for 64 bit Windows versions.
  21. Click on the Apply button at the bottom of the program window and then click on OK
  22. Close the AVG window

Reset Hidden Files and Folders in Windows Vista and Windows 7:


  • Click on the Start vista-7-start.png button and select Computer
  • Press the Alt key on your keyboard and click on Tools
  • Select Folder Options
  • Click the View tab and make sure that Do not show hidden files and folders is selected under Hidden files and folders
  • Next, check the box next to Hide protected operating system files (Recommended)
  • Then, check the box next to Hide extensions for known filetypes
  • Click Apply then click OK

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You're welcome :)

It is a bit of a pain to have to go through all of those steps, but the systems we've tested on did perform much better and the freezing issues (which we were also able to replicate) were resolved and system performance was fine after doing so, as was the detection and removal of threats as well as scans with both products :).

If you need anything else, please feel free to post or contact support directly if you wish: support@malwarebytes.org corporate-support@malwarebytes.org

Thank you for using and recommending Malwarebytes' Anti-Malware to your customers, we appreciate it :).

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@ exile360:

Thank you for the clarification of the AVG file exclusions process.

I had provided the link for the OP to the AVG section of the FAQ, but your detailed, step-wise instructions are even more immediately helpful.

@chakotay2:

Sorry for any misunderstanding -- it was my (incorrect?) understanding that corporate/tech/enterprise/business users needed to be referred directly to corporate support.

Hope you get your systems running smoothly!

daledoc1

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@chakotay2:

Sorry for any misunderstanding -- it was my (incorrect?) understanding that corporate/tech/enterprise/business users needed to be referred directly to corporate support.

They generally do, but we do not deny support to our users either, regardless of licensing (as long as it's not piracy of course). Also, since this isn't really a corporate-specific issue, but publicly available info, I provided the steps so that he could better support his customers.

@chakotay2: You actually should consider becoming a reseller if you've not done so already, it would be profitable for you and would enable you full access to our top notch Corporate Support staff. You may sign up to become one if you wish by filling out the form on this page :lol:.

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