Malwarebytes Freezes

[tdgross89]

I am running Windows 7 Ultimate and have an encrypted drive using the included bitlocker. Every time I attempt to run a scan using Malwarebytes, it locks up the entire computer. This happens with the quick as well as the full system scan. The computer does not lock up on the same file each time either. I have run a check disk for bad sectors on the drive, and have also uninstalled and reinstalled Malwarebytes. Any advice you may have would be greatly appreciated.

[Firefox]

Hello and

Please provide following details, so that someone may be able to assist you:

• What is your current version of windows (XP, Vista, or Win7)?
  
• Is your windows OS 32-bit or 64-bit?
  
• What is your OS Service Pack?
  
• What version (if any) of MBAM are you running (current is 1.51.1.1800) and is it the Free or Pro version?
  
• What MBAM database version do you have now (current is 7434)?
  
• What brand and version of antivirus software do you have?
  
• What firewall software do you use if any?
  
• What errors if any do you get?
  
• Has your computer been infected recently, or is it currently showing any other abnormal behavior (browser redirects, IP blocks, etc.) to suggest an infection?
  

[tdgross89]

-I am currently running windows 7

-32 Bit

-SP1

-Version 1.51.1.1800 Pro

-DB version 7433

-The only other computer protection that I have is Microsoft Security Essentials

-No firewall software

-Do not get any errors and the log does not show any errors

-The computer is very new and has not had any virus infection nor has it had any unusual behavior.

Hello and

Please provide following details, so that someone may be able to assist you:

• What is your current version of windows (XP, Vista, or Win7)?
  
• Is your windows OS 32-bit or 64-bit?
  
• What is your OS Service Pack?
  
• What version (if any) of MBAM are you running (current is 1.51.1.1800) and is it the Free or Pro version?
  
• What MBAM database version do you have now (current is 7434)?
  
• What brand and version of antivirus software do you have?
  
• What firewall software do you use if any?
  
• What errors if any do you get?
  
• Has your computer been infected recently, or is it currently showing any other abnormal behavior (browser redirects, IP blocks, etc.) to suggest an infection?
  

[Firefox]

On windows 7 normally exceptions for Malwarebytes with MSE is usually not needed but lets start there....

Microsoft Security Essentials

Set Exclusions for Malwarebytes' Anti-Malware in Microsoft Security Essentials on 32 bit Windows Versions:

1. 
   
2. Open Microsoft Security Essentials and click on Settings at the top
   
3. Click on Excluded processes on the left
   
4. Click on the Browse... button
   
5. Click on the + next to your primary hard drive (usually C:)
   
6. Click on the + next to Program Files
   
7. Click on the + next to Malwarebytes' Anti-Malware
   
8. Click once on mbam.exe and click on OK
   
9. Repeat steps 3-7 for the following files:
   
   • 
     
   • C:\Program Files\Malwarebytes' Anti-Malware\mbamgui.exe
     
   • C:\Program Files\Malwarebytes' Anti-Malware\mbamservice.exe
     

[*]Click on the Add button

[*]Click on Save at the bottom and click Continue if prompted

[*]Close Microsoft Security Essentials

Set Exclusions for Malwarebytes' Anti-Malware in Microsoft Security Essentials on 64 bit Windows Versions:

1. 
   
2. Open Microsoft Security Essentials and click on Settings at the top
   
3. Click on Excluded processes on the left
   
4. Click on the Browse... button
   
5. Click on the + next to your primary hard drive (usually C:)
   
6. Click on the + next to Program Files (x86)
   
7. Click on the + next to Malwarebytes' Anti-Malware
   
8. Click once on mbam.exe and click on OK
   
9. Repeat steps 3-7 for the following files:
   
   • 
     
   • C:\Program Files (x86)\Malwarebytes' Anti-Malware\mbamgui.exe
     
   • C:\Program Files (x86)\Malwarebytes' Anti-Malware\mbamservice.exe
     

[*]Click on the Add button

[*]Click on Save at the bottom and click Continue if prompted

[*]Close Microsoft Security Essentials

Set Exclusions for Microsoft Security Essentials in Malwarebytes' Anti-Malware:

• 
  
• Open Malwarebytes' Anti-Malware and click on the Ignore List tab
  
• Click the Add button on the lower left
  
• In the small browse window that opens, navigate to C:\Program Files and click once on Microsoft Security Essentials and click OK
  
• Close Malwarebytes' Anti-Malware
  

Set Exclusions for Microsoft Security Essentials 2.x in Malwarebytes' Anti-Malware:

• 
  
• Open Malwarebytes' Anti-Malware and click on the Ignore List tab
  
• Click the Add button on the lower left
  
• In the small browse window that opens, navigate to C:\Program Files and click once on Microsoft Security Client and click OK
  
• Close Malwarebytes' Anti-Malware
  

If you have any problems, please post back and one of the Experts will assist you

Thanks,

[tdgross89]

Thank you for the help.

Unfortunately, that did not resolve the problem. Although when I ran a quick scan that time, only Malwarebytes froze instead of my entire computer.

[tdgross89]

Could this be affected in any way by the encrypted drive?

[tdgross89]

Just to resolve this issue, I emailed Malwarebytes support to see if they had any ideas. I received the response that Malwarebytes does not support an encrypted drive.

[Firefox]

I am sorry I did not get back to you, I went on vacation with my kids....

I am however glad you recieve the info you wanted through support.

Have a great day