Scheduler not running scans - Pro version

[Paula27]

I'm running 1.65.1.1000 and I noticed that the scheduler is not running the daily or full scans that were scheduled after getting a notice that the database was out of date by 7 days. It should have been updating that daily as well. When I look at the logs it appears that they stopped on Nov 28/29 since those are the last dates for the mbam-logs and protection logs. I tried to get them going again by deleting everything that was scheduled and starting them again for the following day but they didn't run last night either. I would appreciate any assistance I can get with this as I'm not even sure the software is working at all at this point. Thanks!

[Wide_Glide]

Hello and

I'm sorry to hear that the scheduler isn't working for you. Please do the following as it should help to determine why it's not functioning correctly:

Create an mbam-check log:

• Download mbam-check.exe from here and save it to your desktop
  
• Double-click on mbam-check.exe to run it, it should then open a log file
  
• Please copy and paste the entire contents of the log into your next post, or, if you prefer, you may attach the CheckResults.txt file which should now be located on your desktop to your next post instead
  
• After posting , make sure you select Follow this topic (top right side the forum) and choose Instantly,so that you're alerted when someone has replied to your post.
  

Please be patient, someone will assist you as soon as possible.

[AdvancedSetup]

Actually along with the mbam-check can you please run the following.

Please run the following scanner and send back the logs.

Download DDS from one of the locations below and save to your Desktop

dds.scr

dds.com

Temporarily disable any script blocker if your Anti-Virus/Anti-Malware has it.

How To Temporarily Disable Your Anti-virus, Firewall And Anti-malware Programs

Once downloaded you can disconnect from the Internet and disable your Ant-Virus temporarily if needed.

Then double click dds.scr or dds.com to run the tool, on Vista or Win 7 right click and select Run as administrator

Click the Run button if prompted with an Open File - Security Warning dialog box.

A black DOS console should open and run for a moment.

When done, DDS will open two (2) logs:

1. DDS.txt
   
2. Attach.txt
   

• Save both reports to your desktop
  
• Please include the following logs in your next reply: DDS.txt and Attach.txt
  You can ignore the note about zipping the Attach.txt file in most cases.
  

[Paula27]

Thank you for the instructions and I am attaching the requested files. I apologize for the delay in responding. I was following the post but wasn't notified that there was a response. I appreciate your help with this!

attach.txt

dds.txt

CheckResults.txt

[Paula27]

Hello! I'm just checking in to see if someone is working on this or if I should just enter a support ticket. Not impatient - just unsure of what the status is. Thanks!

[AdvancedSetup]

Did you setup file exclusions for your Antivirus to work with Malwarebytes?

About the only thing wrong I see is in the Event Logs here.

==== Event Viewer Messages From Past Week ========

.

12/8/2012 12:58:45 PM, Error: Service Control Manager [7011] - A timeout (30000 milliseconds) was reached while waiting for a transaction response from the MBAMScheduler service.

12/3/2012 11:17:32 PM, Error: volsnap [67] - The shadow copy of volume C: being created failed to install.

.

==== End Of File ===========================

Which version of Norton Internet Security are you using? 2010, 2011, 2012?

[AdvancedSetup]

Please do the following and let us know if this corrects the issue for you or not.

• Download and run mbam-clean.exe from here
  
• It will ask to restart your computer, please allow it to do so very important
  
• After the computer restarts, temporarily disable your Anti-Virus and install the latest version of Malwarebytes' Anti-Malware from here
  
  • Note: You will need to reactivate the program using the license you were sent via email if using the Pro version
    You can also look up your ID and Key from the Registry and copy and paste it to a Notepad document before running the mbam-clean utility.
    
    Location for Windows x86
    
    
    HKEY_LOCAL_MACHINE\SOFTWARE\Malwarebytes' Anti-Malware
    
    
    Location for Windows x64
    
    
    HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Malwarebytes' Anti-Malware
    
    If you cannot locate your registration in the Registry and no longer have access to your order number you can contact Cleverbridge to obtain information about your order and registration information.
    Cleverbridge customer service
    
  • Launch the program and set the Protection and Registration. Then go to the UPDATE tab if not done during installation and check for updates.
    Restart the computer again and verify that MBAM is in the task tray if using the Pro version. Now setup any file exclusions as may be required in your Anti-Virus/Internet-Security/Firewall applications and restart your Anti-Virus/Internet-Security applications. You may use the guides posted in the FAQ's here or ask and we'll explain how to do it.
    

[Paula27]

Thanks Ron! I'll give this a try and see what happens. I appreciate your help!

[Paula27]

The scheduler still didn't run the first night after following the instructions. However the computer was in sleep mode and even though I had checked the "wake computer from sleep to perform this task" nothing happened. Last night I decided to change my settings on the screen saver and when the computer went into sleep mode so that the computer would be on when the time came for the update and scan. Both worked fine. At least it is working as long as the computer is not asleep at the time so that is progress that I can live with.

[AdvancedSetup]

Yes, unfortunately there really isn't much we can do about computers that don't wake from sleep. We use the code from Microsoft to send it a wake signal - at that point it's up to the computer to wake or not and then run the task.

[Paula27]

Thanks again Ron! I'm just glad the scans are now running. Now that I know that I need to make sure the computer is not in sleep mode for it to run I can adjust for that. Before your fix above it didn't matter either way so at least it is working again. I appreciate your help! Happy Holidays!

[Paula27]

I guess I spoke to soon. Computer was awake tonight and scheduled quick scan did not run.

[Paula27]

I've been trying to figure out what might have happened since the scheduler had been running fine for so long before this incident. Tonight I opened up the update history and realized that on the same day that the problems started happening Windows installed a security update - KB2762895. Has anyone experienced issues with Malwarebytes related to this update? That is the only update that has been installed and I'm wondering if there is a connection between that and the scheduler no longer running.

[AdvancedSetup]

Did you run the mbam clean routine?

If not please run it. Then in either case please run the same scans as previously requested and post the new results.

Thanks

[Paula27]

Hi Ron! Yes, I did run the mbam clean. I have run the scans again and the files are attached. Thanks!

attach.txt

CheckResults.txt

dds.txt

[AdvancedSetup]

Let me have you contact the help desk and ask for me and we'll check the system for a possible infection.

http://www.malwarebytes.org/contact_consumer/

Then reference your post here in your Help Desk ticket.

http://forums.malwarebytes.org/index.php?showtopic=119207

Thanks

[Paula27]

Thanks Ron - I have filled out the support ticket.

[AdvancedSetup]

Thanks. Will try to get to you later tonight if I can otherwise tomorrow.