daledoc1

November 23, 2014

ok ty, i find the key form Hkey_local_machine.

Excellent!

is the same key that i have in a mail of 2011, it's possible?

Yes.

If you purchased a CONSUMER, 1-PC, lifetime license in 2011, the license ID and key are the same.

after each renewal remains the same?

Prior to March 2014, consumer licenses for MBAM 1.x were "lifetime" licenses for 1 PC.

These 1-PC, lifetime licenses were converted to 1-PC, lifetime licenses for MBAM 2.x

There was/is no renewal needed.

The only licenses that would need to be renewed would be a BUSINESS license, or a new type of CONSUMER, subscription license purchased after March 2014.

You said that you bought your license in 2011.

So, it should be a 1-PC, lifetime license.

If that is the case, and if it is a CONSUMER license, then there is no renewal needed.

If you are not sure, then you may contact the e-commerce partner, cleverbridge. They will look up the info confirm your license information. Their contact information is here: How do I obtain my license key or confirmation email? and here

If you are referring to using the same 1-PC license to *reinstall* MBAM on the same computer, or to *transfer* the license to a new computer in the same household, then, YES, it would stay the same.

As long as the license is activated on ONLY 1 PC at a time, you should be fine.

ALSO, for additional information:

There is an FAQ Section here: Common Questions, Issues, and their Solutions

And here are links to the MBAM 2.0 User Guide: Online and PDF

And there are many useful KB topics and videos at the helpdesk support page

Thanks,

November 23, 2014

Hello and welcome:

It's a bit hard to know for sure without some data.

Can you please post the scan log(s) in question?
The instructions to do so are below.
>>>Please ATTACH the scan log(s) as ".txt" files to your next reply here in this thread.

>>>ALSO, please read the following and post back attached to your next reply the 3 requested logs - Diagnostic Logs (the 3 logs are: FRST.txt, Addition.txt and CheckResults.txt)

Based on what they show, we may need to refer you to the "False Positives" section of the forum >>here<<, or to the Malware Removal section of the forum >>here<<.

Thanks,
-----------------------

How to get scan logs:
(Export log to save as a txt file for posting in the forum when requested)

Open MBAM.
Click on the HISTORY tab > APPLICATION LOGS.
Double-click on the SCAN LOG which shows the date and time of the scan just performed (or the one you are asked to post).
Click EXPORT.
Click TEXT FILE (*.txt)
In the "Save File" dialog box which appears, click on DESKTOP.
In the FILE NAME box, type a name for your scan log.
A message box named "File Saved" should appear, stating that "Your file has been successfully exported".
Click OK.
Attach the saved log to your next reply.

November 23, 2014

Hello and welcome:

The first question: from what source did you download the MBAM installer?
The safest source is the official site: http://www.malwarebytes.org/mwb-download/ or http://www.malwarebytes.org/mbam-download.php

There are no wrappers or other bundled software with the MBAM installer, if it is downloaded from a legitimate site.

We cannot say for sure what Windows Defender might be detecting without more information.

I am not aware of any reports here at the forum of a "False Positive" detection by Windows Defender for the MBAM installer or scanner.

Let's start with some basic logs:
Please read the following and post back attached to your next reply the 3 requested logs - Diagnostic Logs (the 3 logs are: FRST.txt, Addition.txt and CheckResults.txt)

If there is some sort of log from Windows Defender, that would also be helpful.

Thanks,

November 23, 2014

Hello and welcome back, Malwarefighter225:

>>Is this the same computer about which you reported BSOD in June and in September???

I do not need help.

Well, I'm not sure if the information you provided will be sufficient for the MBAM team to "fix" your BSOD.
BSOD are usually caused by hardware problems or driver issues, but they can also be caused by certain severe types of infection (rootkits).

In order to be able to better determine the cause and possible solution for the BSOD you report, the staff will need to see some basic system information:

Please read the following and post back attached to your next reply the 3 requested logs - Diagnostic Logs (the 3 logs are: FRST.txt, Addition.txt and CheckResults.txt)
- NOTE: If you have run FRST on this system before, please place a checkmark in the "Addition.txt" option before running it
AND, if you can locate it, please attach (zipped) the Windows minidump log with the time/date that corresponds to the BSOD. Let us know if you need help with that.

Thanks,

November 23, 2014

Hello and welcome, ikester:

You wrote:

In any event I chose to quarantine all malware found.

As you mentioned that your scan did detect and remove malware, it's possible that you are still infected or that the system could have been damaged by the malware.

We can't work on malware diagnostics and removal in this sub-section of the forum.

So, for expert assistance, I suggest that you please follow the advice in this pinned topic: Available Assistance For Possibly Infected Computers.
It explains the options for free, expert help >>AND<< the preliminary steps to expedite the process.
A malware analyst will guide you through the cleanup and repair process.

>>If the system is so crippled that you cannot even run the preliminary scanners, please just start a new topic in the malware removal section (or a help desk ticket) anyway.

>>Then, please wait for assistance from one of the trained malware experts.

Thanks,

P.S. @Malwarefighter225: Please note that we regular members are not permitted to provide malware removal advice. Moreover such work is conducted in a different area of the forum dedicated to that purpose. Thanks very much for your understanding.

November 23, 2014

Hello and welcome, SueC:

If I understand correctly, MBAM Premium is performing normally on the DESKTOP computer, but not on the LAPTOP?

And you have already tried reinstalling it?

If that is the case, for the LAPTOP, let's get a peek at the system to help to determine what might be going on.

Please read the following and then please post back attached to your next reply the 3 requested logs - Diagnostic Logs (the 3 logs are: FRST.txt, Addition.txt and CheckResults.txt)

Thanks,

November 22, 2014

Hi:

If the computer is so crippled that you can't run the preliminary scans, then please start a NEW, SEPARATE topic in the malware removal section, using this clickable button.

Then, please wait for one of the experts to pick up your topic -- do not "bump" or reply to it for at least 48 hours.

Doing so could lead to further delay, as it will appear that you are already being helped.

The experts there will have additional tools and scanners to use to try to help remove the infection and repair the damage.

Thanks,

November 22, 2014

Hello and welcome:

It sounds as if you may be infected.

We can't work on malware diagnostics and removal in this sub-section of the forum.

So, for expert assistance, I suggest that you please follow the advice in this pinned topic: Available Assistance For Possibly Infected Computers.
It explains the options for free, expert help >>AND<< the preliminary steps to expedite the process.
A malware analyst will guide you through the scanning and cleanup process, and with getting MBAM up and running.

Thanks,

November 22, 2014

Hi:

It looks as if you are working with Kevin here: https://forums.malwarebytes.org/index.php?/topic/161309-mbam-error-sdkdatabaseloaddefaults-failed-with-code-1812/

Please stay with him in that topic until he gives you the "all clear".

Thanks for your patience,

November 22, 2014

Was the forum offline for a time last night as well?

Yes, intermittently.

(At least that's what a few of us observed.)

November 22, 2014

Hi:

Assuming you purchased from the Malwarebytes online store....

The information will be in the confirmation email sent at the time of purchase.
If you no longer have that email, or a printed copy of it, then you may contact the e-commerce partner, cleverbridge. They will look up the info and send it to you. Their contact information is here: How do I obtain my license key or confirmation email? and here

EDIT: If you purchased online from a different vendor, e.g. Newegg, you'll need to contact them. And if you purchased MBAM on a boxed CD, the info will be in the box (either on a card or on the CD sleeve).

Please let us know if that resolves your issue.

If not, there are some other ways to obtain the information, e.g. from the Windows registry, IF the computer previously had a licensed version of MBAM 1.x PRO installed, and IF the OS has not been reinstalled, and IF you are comfortable looking in the registry. The procedure is explained here: MBAM Clean Removal Process 2x

Thanks,

November 22, 2014

Hi:

Well, if you're having serious problems with BOTH computers, you might want to follow the advice in my earlier reply.

If you do, please be sure to start a clearly labeled, SEPARATE, NEW topic in the correct forum area for each of the 2 computers.

In general, we recommend checking for malware first, over in the malware removal section (with the requested logs).

Once the helper there provides the "all clear", s/he may refer you to another area of the forum (e.g. PC Help), if other, non-malware issues need to be resolved.

Thanks again,

November 22, 2014

Hello and welcome back:

We can't work on malware diagnostics and removal in this sub-section of the forum.

So, for expert assistance, I suggest that you please follow the advice in this pinned topic: Available Assistance For Possibly Infected Computers.
It explains the options for free, expert help >>AND<< the preliminary steps to expedite the process.
A malware analyst will guide you through the scanning and cleanup process.

Thanks,

{{P.S. Firefox 11? That version was released in March 2012. The current version is 33.1.1. I sure hope you aren't really using such an old, insecure browser on a version of Windows that no longer receives security patches? Just saying.... }}

November 22, 2014

It's certainly up to you.

If you don't mind waiting for a staff member to review your logs, they may spot something else to try.

Please be patient, as it is the weekend.

Otherwise, the most efficient options to get help were explained in the pinned topic linked in my earlier reply.

Finding and resolving the issue may involve the use of scanners or tools that aren't permitted in this section of the forum.

That's the only reason for suggesting that you post in the Malware Removal section.

The experts there will have other tools and can work with you one-on-one for free.

But, as I mentioned, it's up to you.

Thanks again,

November 22, 2014

You are most welcome.

I'm glad I could help.

If you ever need further help, please don't hesitate to ask.

ALSO, for additional information:
There is an FAQ Section here: Common Questions, Issues, and their Solutions
And here are links to the MBAM 2.0 User Guide: Online and PDF
And there are many useful KB topics and videos at the helpdesk support page

Cheers,

November 22, 2014

OK.

Thanks for the info.

First, MBAM is not and never was a substitute for an anti-virus (AV): Does Malwarebytes Anti-Malware replace antivirus software?

So, even with the Paid, Premium version, one would still need a robust, real-time AV.

Your logs show that you are running MBAM Free, which is only an on-demand, manual scanner.

As you have been running without any sort of real-time protection (either from MBAM or from Defender or from a 3rd-party AV), then -- if the suggestions already offered do not resolve the issue -- the best bet might be to head over to the malware removal section.

The expert helpers there can assist you with deeper scans of the system, to exclude malware as a possible cause for your issue.

I suggest that you please start here: Available Assistance for Possibly Infected Computers

As you have already run FRST, you just need to start a new topic --- including the same logs you posted here -- over in the Malware Removal section.

One of the experts will assist you with checking and cleaning the system, and with getting MBAM up and running.

Thanks again,

November 22, 2014

Addendum:

One other thing:

I see TrueCrypt listed among your programs.

So, perhaps your hard drive is encrypted?

If so, what happens if you disable "scan for rootkits" in these places:

Dashboard > Settings > Detection and Protection,
AND the advanced settings for any scheduled scans in the automated scheduler

Just a thought.

Thanks,

November 22, 2014

Hi:

Until a staff member or expert arrives to review the logs, I did notice this:

Pending File Rename Operations:
================================
If any Malwarebytes Anti-Malware items are listed below, the user must reboot to complete a Malwarebytes Anti-Malware upgrade installation.
Pending File Rename Operations:
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Session Manager\
PendingFileRenameOperations REG_MULTI_SZ \??\C:\Program Files (x86)\Malwarebytes Anti-Malware\mbamext.dll.old

So, one thing to try would be to reboot the system.

Please let us know if that resolves the issue.

I was also going to suggest setting mutual exclusions between MBAM and your AV, but I don't see any anti-virus (other than Windows Defender on a Win7 system) installed and running in your logs.

Is that correct?

Thanks for your patience,

November 22, 2014

Hello and welcome:

Let's start with routine troubleshooting:

Please follow the steps in this pinned topic to uninstall your current version of MBAM and reinstall the latest build - MBAM Clean Removal Process 2x
If that does not correct the issue, then please read the following and post back attached to your next reply the 3 requested logs - Diagnostic Logs (the 3 logs are: FRST.txt, Addition.txt and CheckResults.txt)
NOTE: There is an FAQ section with valuable information located here - Common Questions, Issues, and their Solutions

OTOH, if you think you might be infected, then the most efficient way to get up and running will be to start with free cleanup in the malware removal section of the forum.

To do that, I suggest that you please follow the advice in this pinned topic: Available Assistance For Possibly Infected Computers.
It explains the options for free, expert help >>AND<< the preliminary steps to expedite the process.
A malware analyst will guide you through the cleanup process and with getting MBAM up and running.

Thanks,

November 22, 2014

Hi:

It appears that no-one from MalwareBytes is interested in helping their paid clients, so I had to resolve the problem myself.

I'm very sorry about the delay.

The forum was offline for quite a while intermittently over the past week.

So, it appears that your post may have been inadvertently overlooked.

While I am only a home user and forum volunteer, I think I can speak for the staff in saying that they are indeed interested in helping their paid (and Free) customers.

In any event, I'm glad that you found a workaround for the issue.

(FWIW, most users DO want the real-time protection to start with Windows, as it's a key component of the Premium version).

I will escalate your topic to the product team, as I don't recall if this is a known "bug" or an expected behavior.

As it is the weekend before a busy holiday week in the US, please be patient awaiting a reply from staff.

Once again, I apologize for the delay.

Thanks very much for your patience and understanding.

November 22, 2014

Hello:

Such recommendations have been a standard ploy by many of the major AV vendors for years.
Nowadays, it's based more on marketing than on any known or suspected incompatibility problem.
To the contrary, MBAM is specifically designed and tested to run alongside all of the major AVs, to provide complementary, layered protection against the zero-hour and zero-day threats often missed by the AVs.
I have run MBAM Pro (now Premium) with KIS on multiple platforms for many years, without issue.

Having said that, a *temporary* uninstall of MBAM in order to troubleshoot an issue with an AV (whether PURE or any other product) is not unreasonable.
In most cases, when the problem is found to be unrelated to MBAM, it is perfectly fine to reinstall MBAM.

To optimize performance and minimize the chance of conflicts, many users do like to set mutual exclusions between MBAM and their AV.
The screenshot shows how to add an AV (in this case, KIS) to MBAM exclusions.
And the text below lists the MBAM files to add to PURE exclusions.

Please let us know if you need more help with that.

Thanks,
-------------------------

Please exclude the following files from your Antivirus Software for your version of Windows:

For 32 bit versions of Windows XP, Windows Vista, Windows 7 & Windows 8:

C:\Program Files\Malwarebytes Anti-Malware\mbam.exe
C:\Program Files\Malwarebytes Anti-Malware\mbamdor.exe
C:\Program Files\Malwarebytes Anti-Malware\mbampt.exe
C:\Program Files\Malwarebytes Anti-Malware\mbamservice.exe
C:\Program Files\Malwarebytes Anti-Malware\mbamscheduler.exe

For 64 bit versions of Windows Vista or Windows 7 & 8:

C:\Program Files (x86)\Malwarebytes Anti-Malware\mbam.exe
C:\Program Files (x86)\Malwarebytes Anti-Malware\mbamdor.exe
C:\Program Files (x86)\Malwarebytes Anti-Malware\mbampt.exe
C:\Program Files (x86)\Malwarebytes Anti-Malware\mbamservice.exe
C:\Program Files (x86)\Malwarebytes Anti-Malware \mbamscheduler.exe

Note: If you are using a software firewall besides the built in Windows Firewall, you'll need to exclude MBAM.EXE and MBAMSERVICE.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

November 22, 2014

Hi:

OOPS!
It looks as if you have another topic for the same problem here: https://forums.malwarebytes.org/index.php?/topic/161202-error-5/ ?
In that other topic, it looks as if our forum Admin, AdvancedSetup, suggested that you please seek assistance from the malware removal experts: https://forums.malwarebytes.org/index.php?/topic/161202-error-5/#entry910445

We aren't permitted to work on malware-related problems here, in THIS particular area of the forum.
That work is conducted in a special area reserved for that purpose.

That's why AdvancedSetup suggested that you start with the steps here: Available Assistance for Possibly Infected Computers

So, if you would, please start a NEW, SEPARATE topic in the Malware Removal forum using this clickable button.
When you open that new topic, please attach the same logs to it that you have attached here.

Then, please wait for one of the malware removal experts to assist you with looking into your issue.

Thanks very much for your patience and understanding,

November 21, 2014

Hello and welcome:

Those types of Group Policy restrictions *can* be "normal", if this is a business computer (as is suggested by the fact that you are running Symantec Endpoint Protection).

They can also be the result of malware.

So, if this is a work computer, it would be advisable to check with your IT Department first.
Otherwise, you might want to have a malware expert assist you with this.
We can't work on malware diagnostics and removal in this sub-section of the forum.

So, for expert assistance, I suggest that you please follow the advice in this pinned topic: Available Assistance For Possibly Infected Computers.
It explains the options for free, expert help >>AND<< the preliminary steps to expedite the process.
A malware analyst will guide you through the cleanup process.

Thanks,

November 21, 2014

OOPS!

I had forgotten that Flash (now Hyper) scan was only available to paid users even in version 1.x.

Thanks for the clarification, exile360!

November 21, 2014

Hello and welcome:

The different types of scans were renamed in version 2.

"Flash" is now "Hyper"
"Quick" is now "Threat"
"Full" is now "Custom"

Hyper scan is available only to paid, PREMIUM users, but it is neither routinely needed or recommended -- if anything is found, a subsequent Threat scan will be needed, anyway.
THREAT scan is the most important and most useful scan -- it is the one that ought be run on a regular basis (daily is the default setting now in 2.0 Premium), as it will scan in the areas most likely to harbor live malware.
Custom depends on what drives, folders and files are selected -- routine use of a "full" system scan is neither necessary nor recommended, as it's a task better suited to your antivirus.

I'm sure the staff and product team will have some additional information about this.

Thanks for your feedback.

Events

Profiles

Forums

Posts posted by daledoc1

Important Information