daledoc1

September 15, 2016

Sorry to hear about the BSOD on the new Insider Build of Win10.

Until a member of the QA and/or development team has a chance to respond, it would help to see the usual set of basic diagnostic logs, please.
Please follow the steps here: Diagnostic Logs
Then, please also attach all 3 of those logs to your next reply.

Thanks,

September 15, 2016

ALSO:

In addition to the 3 requested diagnostic logs, it would help to see one of the PROTECTION logs from a day in which the scan was supposed to run but did not.

This tutorial explains how to locate and export the logs: How do I access and save logs from Malwarebytes Anti-Malware?

Please export as a *.txt file, not an *.xml file, and please attach it to your next reply, as well.

Thanks,

September 15, 2016

Hello and :welcome: , @MattSlay:

I understand that your scheduled scans do not appear to be running and that you have already tried to cleanly reinstall the program, to no avail.
This is an unusual problem that has not been reported here in the forum for quite some time.

It's a little unusual (and probably not the best idea) to have a personal home computer that is never restarted.
That's something one might configure for a server, but generally not for a personal computer.
Windows needs to reboot from time to time.

Having said that, we need a bit more information about both the system and your MBAM installation in order to better assist you.
I suggest that you please follow the steps in this pinned topic: Diagnostic Logs
Then, please ATTACH all 3 logs to your next reply (FRST.txt, Addition.txt and CheckResults.txt).

The logs will help to determine the cause and solution for your issue.

Thanks,

Member presentation: Android8888 · September 15, 2016

Welcome.

Enjoy your stay!

September 13, 2016

Hi:

Well, that sure is odd.
I ran OEM McAfee on a brand new OEM Win10 Pro (64-bit) 1511 system for ~5 days just a month or two ago, with both MBAM Premium and MBAE Premium, with no issues.
I eventually uninstalled McAfee to replace it with Kaspersky, also with no issues.

I'm just a home user, not a geek, but I doubt there's an inherent compatibility issue between MBAM and McAfee on Win10.
If there were, we'd probably be seeing a lot more reports of problems like yours?

It was clever to try SMWN -- it's not something that's normally needed to install MBAM, at least on an uninfected system.
So I suppose it could have been *another* driver that was blocking the install and that was disabled in SMWN.

Thanks for your patience, perseverance and support.

Cheers,

September 13, 2016

Thanks.

Have you done Windows Updates yet?
(I see that you are still on 1511. MS has been shipping AU (aka 1607 aka RS1) to "newer", "known good configuration" systems first.
So, I might have expected you would have already received 1607 via Windows Update on a new OEM system.

Sorry for all the questions -- but I am wracking my brain to figure out why you cannot install MBAM.
Either I am missing something blatantly obvious (always possible), or there is something unusual here.

Please wait for further help.

Thanks again,

September 13, 2016

Hi:

Thanks for the logs.

I've escalated your case to the forum staff. While we wait, perhaps @Firefox has some ideas.

Quick question:

The logs suggest that you just installed Win10 yesterday. Was this an "upgrade" from 7 or 8/8.1, or a clean install?

Thanks for your patience,

September 13, 2016

Hi:

#1: Are you in a Limited/Standard user account in Windows?

MBAM needs to be installed, activated and configured from an Admin account.
So, if you are in a standard account, please log out and log back in to Windows from an Admin account and try again.

#2: What happens when you use your mouse to RIGHT-click on the "exe" file and then "Run as Administrator" and then follow the prompts?

If these two suggestions do not resolve your issue, then we need to dig a bit deeper.

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

Thank you,

September 13, 2016

Hi:

I'm not sure why you are seeing a "*.tmp" file extension on the installer.

The version 1.51 installer is positively ancient (May 2011) and is not compatible with Windows 10.

That may be part of the problem.

So, I suggest starting fresh.

If you have not already done so, you'll want to fully and cleanly uninstall the older version using the special removal tool (not a 3rd-party uninstaller).
I suggest that you please carefully follow ALL the steps in this tutorial (it may help to print them out before you begin): MBAM Clean Removal Process 2x

Before you start the process, please be sure you have your MBAM Premium license information available, (it would have been called MBAM Pro back then, and the license would have both an ID and a Key).
If you cannot locate that information, please let us know before you begin, and we will help you to retrieve it.

The mbam-clean removal tool will prompt for a system reboot -- that's very important. It's a good idea to reboot again after installing the current version (2.2.1.1043).

Please let us know how it goes.

Thank you,

{P.S. For safety's sake, I'm going to decline opening your Word attachment. If you wish to attach a regular screen shot as a jpg or png file, using the drag/drop feature or navigator at the bottom of the post editor window, that would be better and safer. Thank you for your understanding.}

September 13, 2016

Hello and :welcome: , @Donsauce:

There are many, many factors that determine scan times. These include, among others:

Size of disk
Disk type
Disk speed
Disk caching
CPU speed
Controller type and speed
Operating System version
Number of files (including temp files!)
Number of folders
Number of archived files such as zip, rar, sfx, etc. (if this is enabled)
Rootkit scan or not (if this is enabled)
PUM/PUP scans
Other security programs running at the same time that may potentially be monitoring all file accesses by any other process
Drive integrity - if a drive is failing it can take a long time to ignore and bypass sectors on a disk or simply fail period and hang the scan
Other ongoing disk I/O processes
System infection
MBAM database size

If you are running a full, custom scan of all mounted volumes and drives, with lots of archived files and rootkit scanning enabled, then, yes, a scan could take a while.
This would be especially true if the system is heavily infected.
If you are running the recommended and default scan, a Threat scan, then, no, 4 hours would be excessive.

Given that you said that the scan has already detected several dozen items, it sounds as if you might be infected.
Malware cleanup work is done in special forum area reserved for that purpose.

So, for expert assistance, I suggest that you might want to please follow the advice in this pinned topic: Available Assistance For Possibly Infected Computers.
It explains the options for free, expert help >>AND<< the suggested, preliminary steps to expedite the process.
A malware analyst will assist you with looking into your issue - the helper will guide you through scanning, cleanup and repair.

Thank you,

September 13, 2016

Hello and welcome back, @kurt2121:

Until one of the malware researchers or forum staff members can weigh in....

It's hard to say for sure, given the information you report. The partial name alone for a particular malware variant does not necessarily provide sufficient detail about its behavior on a particular system.

Here are a few articles about that particular "Adware.hotbar":

https://www.microsoft.com/security/portal/threat/encyclopedia/entry.aspx?Name=Adware:Win32/Hotbar

https://community.norton.com/en/forums/what-adware-hotbar

https://home.mcafee.com/VirusInfo/VirusProfile.aspx?key=510862

Having said all that, if you think you might be infected, then you might want a bit of expert help checking & cleaning the system.
Such work is conducted in a special forum area reserved for that purpose, or at the help desk.

So, for expert assistance, I suggest that you might want to please follow the advice in this pinned topic: Available Assistance For Possibly Infected Computers.
It explains the options for free, expert help >>AND<< the suggested, preliminary steps to expedite the process.
A malware analyst will assist you with looking into your issue - the helper will guide you through scanning, cleanup and repair.

Thank you,

September 13, 2016

Hello and welcome @BobW:

It sounds as if perhaps you might be trying to run the installer from your browser?

One needs to first download the installer (aka setup file) and save it somewhere, e.g. on one's desktop.
One then runs the file (right-click and "run as administrator" and OK any UAC prompt).
The installer may be downloaded from THIS LINK or THIS LINK.
One also needs to install and configure MBAM from a Windows Admin account.

This article provides more detail: How do I install Malwarebytes Anti-Malware?

Please let us know if this resolves your issue.

Thanks,

September 13, 2016

Hi, @poki04:

Welcome.

Yes, you would need to run a Custom scan.
This article explains how to do that: How to run a Custom Scan with Malwarebytes Anti-Malware

For the record, however, the Threat scan is the default and recommended scan type. It looks in all the places live malware is likely to hide.
A full, custom scan of all drives/volumes is a task better suited to your AV. Frequent full/custom scans could also cause undue wear and tear on your hard drive.
More information about the different scan types HERE.

Please let us know if you need more help.

Thanks,

September 13, 2016

Hi:

6 minutes ago, jraju said:

. Online attacks are neutralized by avast antivirus free. I use malware for all other attacks, like trojan,rootkit,stubborn PuPs and browser attacks.

Just to clarify: MBAM Free does not provide any real-time protection. It is only a manual, on-demand scanner to help detect and remove malware that has already made it past your AV onto the system. If you would like to help prevent infection in the first place, then you would need the paid, Premium version. It runs alongside the AV to provide complementary protection against certain types of threats not targeted by the AV.

>>So, have you tried to reproduce the issue you originally reported on another computer???
>>That would be the best way to help isolate the issue to something on your computer.

Thank you,

September 12, 2016

I've asked the forum staff to remove it.

Thanks for your patience.

Cheers,

September 12, 2016

Hi:

Great!
I'm glad you were able to resolve your issue.

There's really nothing in that log file of any use to bad guys. Such logs are posted 100s (1000s) of times a day here and at other computer help fora. If it were not safe to do so, the request would not be made.

However, if you are unable to edit your post to remove it directly, I will ask the forum staff to do so for you.

Thanks again,

September 12, 2016

Hi:

8 minutes ago, jraju said:

It does not stop there, after it updates, it is scanning threat, which is taking more time. If the update part is separated, one would be able to scan with old version and then update.

Updating before a scan (whether a context menu scan, a scheduled scan or a manual scan) is very important.

Scanning anything -- even 1 file -- with an outdated set of databases could result in either a false positive or (more likely) a false negative.
MBAM updates its databases several times a day, in order to stay abreast of zero-hour and zero-day threats.
So there's little point in scanning with old databases.
That's one reason why the update feature was built-in to the scanner.

Thanks again,

September 12, 2016

Hi:

I've asked the forum staff to review your logs.

Until then, yes, as @Aura originally suggested, what is the exact file path of the detection you report?
(You may need to open the KIS GUI and then use the sliders in the headers at the top of the logs window to fully view the entire path.)

This may be either a legit detection by KIS (IOW you are infected), or a false positive by KIS (which might need to be reported to the virus lab at KL tech support), or something else.

But, to get back to your original question, based on the available information, no, this does not appear to be something "caused by Malwarebytes".

Thanks for your patience,

September 12, 2016

Hi, @jraju:

Until @AdvancedSetup returns...

Have you tried to reproduce the behavior on a different computer, as he suggested?

The reasons for asking include:

The Help Desk (which sees many, many more problem reports than we do here) could neither reproduce nor resolve the issue;
There are no similar reports here in the forum (suggesting that it's not a program "bug" -- if it were, many more users would have reported it);
None of us here is able to reproduce the issue, either.

>>If another computer behaves normally, then it would seem to isolate the issue to something on your system, as @AdvancedSetup has already suggested.

As an aside, context menu scanning of individual files is normally a task better suited to your anti-virus, anyway.
There are many file types that MBAM does not even target (by design).

It seems to be a largely cosmetic issue and one that the support agents and forum staff have (unfortunately) been unable to reproduce.

I'm sure it's frustrating for you. Perhaps the new program version, MBAM 3.0, will work better for you.

Thanks again,

September 12, 2016

Hello and :welcome: , @ARCivitello:

It looks as if MBAM has not been *cleanly* reinstalled since July 2015.

On an uninfected system, that particular error is often resolved by a proper clean reinstall.

Let's try this first....

Please carefully follow ALL 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 attach to your next reply the 3 requested logs - Diagnostic Logs (the 3 logs are: FRST.txt, Addition.txt and CheckResults.txt) -- In addition to a fresh CheckResults.txt log, we will need to see both logs from FRST, as well, please.

Please let us know how it goes.

Thank You,

September 12, 2016

Hello and :welcome: , @salem:

On an uninfected system, that particular error is often resolved by a proper clean reinstall.

Let's try this first....

Please carefully follow ALL 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 attach to your next reply the 3 requested logs - Diagnostic Logs (the 3 logs are: FRST.txt, Addition.txt and CheckResults.txt)

Please let us know how it goes.

Thank You,

September 12, 2016

Hello and :welcome: , @GeometricGoddess:

It looks as if your post may have been split off from another thread.
Problems that sound "the same" most often are not.
And the solution often needs to be tailored to each computer, as each system is unique.

So, in order to begin troubleshooting for your particular problem, we need a bit more information about your system and your MBAM installation.

I suggest that you please follow the advice in this pinned topic: Assistance obtaining computer system information
Then please ATTACH all 3 logs to your next reply.

They will help us to determine the cause and solution for your updating issue.

Thanks,

September 12, 2016

Hello and :welcome: , @Mila:

It looks as if your post may have been split off from another thread.

In any event, there are many reasons for updating issues (software conflicts, incorrect system date/time, networking issues, corrupt MBAM settings, server issues, even malware).

As far as program updates are concerned, the current version of MBAM Consumer/Home (version 2.2.1.1043) was released in March of 2016 -- see HERE.

So, if you are running a version of the program from 2013, that may be one explanation for your updating issues.

In order to better assist you, it would help to know a bit more about the *exact* error message you receive, or even a screen shot.
In addition, it would help to see a bit of basic information about your MBAM installation and your system.
I suggest that you please follow the advice in this pinned topic: Assistance obtaining computer system information

Then please ATTACH all 3 logs to your next reply.

They will help us to determine the cause and solution for your updating issue.

Thanks,

September 10, 2016

Hello and :welcome: , @Ray1942:

Short answer: No.

Longer answer: It's impossible to say for sure what's going on, based on the information presented so far.
Each security application (whether an AV, such as Kaspersky, or an anti-malware, such as MBAM) targets different types of malware and uses different databases.

So, if Kaspersky detects an item and MBAM does not detect it, it could be a legitimate detection by Kaspersky of a file type not targeted by MBAM (IOW you may be infected).
Or, it could be False Positive by Kaspersky.
Or, something else might be going on.

In order to get a slightly better idea, so that we can better assist you, I suggest following the advice here: Assistance obtaining computer system information

Then, please ATTACH all 3 logs to your next reply in this thread.

We'll go from there.

Thanks,

September 10, 2016

Forum posting glitch.

Please ignore this inadvertent duplicate until the forum staff can remove it.

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