Please help. I think I'm infected. Unable to browse web and cannot update Malwarebytes Anti-Malware

[fionahh]

Hi guys,

I really appreciate your help on this. I have been unable to use the internet on my laptop for the last few days and get the error: " Error 101 (net::ERR_CONNECTION_RESET): The connection was reset." in Google Chrome. I have also tried to use Internet Explorer and Mozilla with no success. I have installed Malwarebytes Anti-Malware but it cannot update. I tried a number of the Chameleons from the Malwarebytes site to try to get past that point and get the updates but to no avail. I have attached the dds.txt and attach.txt below.

I would really appreciate your help.

Thank you,

Fiona

DDS.txt

Attach.txt

[Maniac]

Hello Fiona and ! My name is Maniac and I will be glad to help you solve your malware problem.

Please note:

• If you are a paying customer, you have the privilege to contact the help desk at support@malwarebytes.org or here (http://helpdesk.malwarebytes.org/home). If you choose this option to get help, please let me know.
  
• I recommend you to keep the instructions I will be giving you so that they are available to you at any time. You can save them in a text file or print them.
  
• Make sure you read all of the instructions and fixes thoroughly before continuing with them.
  
• Follow my instructions strictly and don’t hesitate to stop and ask me if you have any questions.
  
• Post your log files, don't attach them. Every log file should be copy/pasted in your next reply.
  

Anti-Virus programs take up an enormous amount of your computer's resources when they are actively scanning your computer. Having two anti-virus programs running at the same time can cause your computer to run very slow, become unstable and even, in rare cases, crash. If you choose to install more than one Anti-Virus program on your computer, then only one of them should be active in memory at a time. My suggestion is to uninstall McAfee Internet Security and to keep avast! Free Antivirus. Reboot and let me know if there is any progress.

Do you have USB flash drive on hand?

[fionahh]

Hi Maniac,

my most sincere and huge thanks to you for your help. I uninstalled McAfee Internet Security (which I have been meaning to do for ages!) and hey presto, all sorted. Malwarebytes Anti-Malware updated straight away and I could browse immediately. Thank you so much. It really is a fantastic thing you guys and girls do helping people here.

Can you tell me if it was purely the uninstalling of McAfee which resolved the problem - was it just having both Anti virus programs that caused the problem? Could you see something in the logs that indicated to you that this was the problem or could you tell just from the error msg? Is it strange that it didn't happen before now as both programs have been running together for some time? Was there no virus issue at all? What was stopping Malwarebytes Anti-Malware from updating? Any info you can give me on how you came to your diagnosis would be great as I would like to keep learning and hopefully not have to bother you guys with issues unnecessarily in the future.

Again, thank you so much for your help.

I wish you all the very best,

Fiona

[Maniac]

The problem in your case is complex, which means that it is not only due to the incompatibility between the antivirus but the firewall on McAfee. Rarely possible missing link to the Internet due to antivirus programs, because it means there is a false detection of important system files, caring for your Internet connection. So I first tried the firewall, but for you as it is an integrated package of protection - McAfee Internet Security, so that an uninstall problem would be solved, regardless of what is due. The practice is to have only one installed and running an antivirus program, whether it appears that everything works and no problems. Sometimes to reach this issue between the two antivirus programs need a common task that must both be met and this causes the problem. Your log file looks good, no sign of malware.

Safe surfing!

[LDTate]

Glad we could help.

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