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Windows 7 PC hanging on "Welcome" screen


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#1 Barginski

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Posted 25 July 2015 - 06:51 AM

Hello all,

 

As of this morning, I've noticed that my Windows 7 PC is hanging on the "Welcome" screen, with the blue circle spinning indefinitely. I have tried to start it three times with the same result. It will, however, boot into safe mode. Starting as far back as a few months ago, I noticed that at random, when loading websites using Firefox, it would hang completely, during which time the mouse was totally unresponsive and I had to power the system off. I thought at first it may have been an issue with Firefox plugins, but they are all up to date. Not sure if these two issues are related.

 

I'm pretty sure this is not malware related. I have Kaspersky Internet Security, a paid version of Malwarebytes Anti-Malware, anti-exploit, and Hitman Pro. I am very conscientious about security. The only other thing I can think of is that my graphics driver is about 18 months old, but not sure if that'd cause the system to do what it is.

 

The OS files are on a 232 GB SSD, which is at 5% fragmentation; I was told not to defrag it since it's a SSD. It has about 80 GB of free space left. I also have a 1 TB hard drive for storage. They system is about 1.5 years old and was custom built. Below are the specs...

 

Windows 7 Home Edition, 64-bit

AMD Radeon R290x video card

AMD FX-8320 eight-core processor

M5A99x motherboard

8 GB RAM

232 GB SSD

1 TB HDD

 

Any assistance is appreciated.

 

 

 

 



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#2 usasma

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Posted 26 July 2015 - 04:16 AM

First step would be to troubleshoot using a "clean" boot:  https://support.microsoft.com/en-us/kb/929135

About ½ way down the page is the section "How to determine what is causing the problem by performing a clean boot"

You can start the first clean boot from Safe Mode if you're unable to boot into normal mode.

 

The Pro version of MalwareBytes runs in memory and may be conflicting with your Kaspersky.

We've seen issues with this recently when analyzing BSOD's

I'd suggest disabling it's ability to load into memory when Windows starts

Only run one antivirus and one firewall at a time.

Good luck!


Edited by usasma, 26 July 2015 - 04:19 AM.

My browser caused a flood of traffic, sio my IP address was banned. Hope to fix it soon. Will get back to posting as soon as Im able.

- John  (my website: http://www.carrona.org/ )**If you need a more detailed explanation, please ask for it. I have the Knack. **  If I haven't replied in 48 hours, please send me a message. My eye problems have recently increased and I'm having difficult reading posts. (23 Nov 2017)FYI - I am completely blind in the right eye and ~30% blind in the left eye.<p>If the eye problems get worse suddenly, I may not be able to respond.If that's the case and help is needed, please PM a staff member for assistance.

#3 garioch7

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Posted 27 July 2015 - 11:46 AM

usasma:

I am a daily visitor to the Malwarebytes Forums. I am running MBAM and MBAE, with Bitdefender 2015 Total Security, not Kaspersky. I have not had any issues in the year plus that I have been running the three together, with exceptions configured.

To avoid conflicts, the folks over at the Malwarebytes Forums will recommend creating exceptions in the your a/v application to exclude about six MBAM .exe files and two MBAE files. Corresponding, you create an exception in MBAM to exclude your a/v app folder.

If indeed there are issues with Kaspersky and MBAM causing BSODs, I am certain that the folks at Malwarebytes would like to know about it. So far as I know, and I confess that I am a newbie, MBAM is not considered an a/v application. In fact, they STRONGLY recommend that users install a robust a/v application to catch what MBAM is not designed to catch: viruses.

 

Please pardon me if my comments are inappropriate.  I am seeking to learn about malware removal and I have been fortunate enough to have been accepted here at BC to study, for which I am most appreciative.  As I said, if there are BSOD issues being caused because of interaction between Kaspersky and MBAM, I am sure that both companies would like to know about it so that they can address any issues.  Turning off the MBAM real-time protection leaves a computer vulnerable to being infected and defeats the purpose of purchasing the Pro version in the first place.

 

Have a great day.

 

Regards,

-Phil
 


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#4 Barginski

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Posted 27 July 2015 - 06:41 PM

I tried once again to boot in normal mode today, which was successful. It did not hang as it was doing. However, once it had loaded the desktop, it appeared to hang for about 6-7 minutes; the mouse was moveable, but the system clock did not advance in that time frame. It also displayed a red X over the sound service icon on the toolbar, but when I clicked on it, the X disappeared. I also noticed there was a red X over the internet connection icon, when I did (and still do) in fact have internet access.

 

Would a clean boot still be able to diagnose any software issues, even though it is booting properly? At this point I'm still trying to figure out if it is a hardware or software issue. I do know that the computer desk has been bumped a couple of times while the system was on; not sure if that could have damaged the hard drive and started causing these issues or not. I figured if the drive(s) had been damaged, it would have been evident and more traumatic. 

 

To Garioch7: I have been using Malwarebytes Pro, Malwarebytes Anti-Exploit Premium, Kaspersky Internet Security for about the last year and a half. I have never had any compatibility issues to speak of. I also have Hitman Pro installed just in case something slips past the three on the "front lines."

I have noticed that, occasionally, the Kaspersky Application Control will block one or more Malwarebytes processes. My Kaspersky logs show that "mbamservice.exe" was blocked for trying to access memory of other processes, along with "mbae64.exe." This only seems to happen when I'm doing something on the PayPal website.



#5 garioch7

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Posted 28 July 2015 - 04:51 PM

Barginski:

 

I was just over at the Malwarebytes Forum and found a couple of threads you should check out.

 

https://forums.malwarebytes.org/index.php?/topic/171036-malawarebytes-with-latest-kaspersky-internet-suite-2015/

 

https://forums.malwarebytes.org/index.php?/topic/170968-360-total-security-not-compatible-with-mbam/

 

Since Kaspersky is flagging MBAM files, I think you would be well advised to add the exceptions, as recommended, in the second link.  The first link indicates that the newest Kaspersky is having issues with MBAM, which, of course, they blame on MBAM.

 

Please let us know how you make out.  If you continue to have issues, I would post on the Malwarebytes Forum.  They are very professional, dedicated, and they will resolve your problem.  I can't say enough good about the folks over there.

 

Have a great day.

 

Regards,

-Phil

 

PS: The folks here are outstanding too!!!


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#6 usasma

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Posted 28 July 2015 - 05:14 PM

garioch7 (Phil) - thanks for the advice.  I am not an anti-malware expert.  What I have found is that numerous BSOD's have both MBAM and other antivirus drivers (not just Kaspersky, but McAfee, Avast, AVG, etc) in the driver listings of the memory dumps.  This is not direct evidence of a problem, but rather is a potential problem - which is what I identify when analyzing BSOD's.

 

BSOD's are actually fairly rare creatures, and many people can use these programs without any problems.  Just FYI - for many years I had a BSOD causing driver on my own system (which wasn't BSOD'ing) - but I fixed many systems that did have problems with that driver (FYI - it was ASACPI.sys dating from 2005).  So, my experience is based on dealing with a large number of BSOD's - but the actual incidence of them throughout the Windows community is fairly low.

 

At work (in a PC shop), we rarely see BSOD's as the problem when a customer comes in.  Also, our troubleshooting there includes using MBAM (but we don't opt in for the Pro trial version).

We do malware removal, but have nowhere near the skill of the specialists here at Bleeping Computer.

 

Unfortunately, we don't take the time to fix things one-by-one when working on BSOD's.  If we did, it would take months to fix even the simplest cases.

So we ask the OP to fix everything at once - and then it either is fixed or we have to look for other problems.

 

PS - I'm also running MBAE on my system as I type this.  My copy of MBAM isn't running the Pro trial, but it's updated before I scan.

Finally, I usually don't recommend just removing MBAM.  Rather I suggest that should the user decide to reinstall it, that they opt out of the Pro trial - as that's the thing that causes MBAM to load resident in memory.


Edited by usasma, 28 July 2015 - 05:15 PM.

My browser caused a flood of traffic, sio my IP address was banned. Hope to fix it soon. Will get back to posting as soon as Im able.

- John  (my website: http://www.carrona.org/ )**If you need a more detailed explanation, please ask for it. I have the Knack. **  If I haven't replied in 48 hours, please send me a message. My eye problems have recently increased and I'm having difficult reading posts. (23 Nov 2017)FYI - I am completely blind in the right eye and ~30% blind in the left eye.<p>If the eye problems get worse suddenly, I may not be able to respond.If that's the case and help is needed, please PM a staff member for assistance.

#7 usasma

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Posted 28 July 2015 - 05:21 PM

Looking at the 2 programs objectively - we have more problems with Kaspersky than we do with MBAM.

As such, it'd be a fairly simple matter to uninstall Kaspersky (and tell it to leave the license information on your system)

Then go here to download a fresh copy of Kaspersky and install it:  http://usa.kaspersky.com/downloads/software-upgrades/

 

If still having problems after this, post back and we'll ask for some reports to help pin this thing down.

Good Luck!


My browser caused a flood of traffic, sio my IP address was banned. Hope to fix it soon. Will get back to posting as soon as Im able.

- John  (my website: http://www.carrona.org/ )**If you need a more detailed explanation, please ask for it. I have the Knack. **  If I haven't replied in 48 hours, please send me a message. My eye problems have recently increased and I'm having difficult reading posts. (23 Nov 2017)FYI - I am completely blind in the right eye and ~30% blind in the left eye.<p>If the eye problems get worse suddenly, I may not be able to respond.If that's the case and help is needed, please PM a staff member for assistance.

#8 garioch7

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Posted 29 July 2015 - 11:04 AM

usasma:

 

Thanks for your posts and the clarifications.  I think that Kaspersky has a problem on their end.  There was another post in the Malwarebytes Forums about KIS and MBAM issues since I last posted here last evening.

 

I really do recommend people to get the Pro version of MBAM.  The free version will just identify (and fix) malware, AFTER a manually-initiated scan.  MBAM Pro offers real-time protection from being infected in the first place.

 

Have a great day.

 

Regards,

-Phil


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