Gray or blue icon?

[timat10]

Using registered, latest version of MBAM and I would have sworn that before I installed the latest update of 1.70.0.1100, I noticed the nice looking, new, blue icon in the task tray, but I noticed today that it is gray? Is it supposed to be gray? I ran updates, scan and all seems to be working.

[daledoc1]

Hello and welcome, timat10:

Yes, it ought to be blue if everything is working properly.

When you open the GUI > Protection tab, all are the services enabled?

If so, try a reboot and let us know if that fixes it.

HTH,

daledoc1

[daledoc1]

Hi, again:

If a reboot didn't fix it, please try a clean reinstall (it will only take a few minutes and typically resolves minor issues).

Instructions follow.

Please post back and let us know how it goes.

Thanks!

daledoc1

-------------------------

MBAM Clean Install

• If you are running MBAM PRO, please be sure you have your license ID and key available (sent via email at the time of online purchase, or in the box).
  

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

• Download and run mbam-clean.exe from HERE.
  
• It will ask to restart your computer; please allow it to do so - this is very important!
  
• After the computer restarts, download the latest version of Malwarebytes' Anti-Malware from HERE, then temporarily disable your Anti-Virus and run the installer. (Ignore all 'Recommended' or 'Sponsored' software which are prominently displayed on the mirror sites -- they are ads and MBAM does not have any association with them.)
  
• If you are using MBAM PRO, you will need to reactivate (register) the program using the license ID & key.
  
• Launch the MBAM program and (if you are using MBAM PRO) 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 system tray (if using the PRO version).
  
• Now set up 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 FAQs HERE, or ask and we'll explain how to do it.
  

[timat10]

I did everything listed above, now MBAM is not running in the system tray. When I open the program using the program icon (The old red one) the program opens, updates and runs, but cannot tick the Website Blocking option. Strange, it worked fine for the past week or so until I noticed the gray icon. Currently running a deep scan.

[timat10]

I did everything listed above, now MBAM is not running in the system tray. When I open the program using the program icon (The old red one) the program opens, updates and runs, but cannot tick the Website Blocking option. Strange, it worked fine for the past week or so until I noticed the gray icon. Currently running a deep scan.

Correction, it was running but was hidden. Gray Icon.

[daledoc1]

Hi:

That doesn't sound right.

Are you sure you ran the mbam-clean AND rebooted?

If you did follow all the steps and it's still not working, there's likely something else going on with your system.

Please follow the instructions below and post back with the following logs as attachments to your next reply:

• Checkresults.txt from mbam-check
  
• A couple of protection logs, if you have them
  
• DDS.txt from DDS
  
• Attach.txt from DDS
  

These will provide the MBAM staff with a bit of information that will permit them to pinpoint the cause and the solution for you.

Thanks!

daledoc1

-----------------------------

Step 1 -- 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 attach to your next reply the CheckResults.txt file which should now be located on your desktop.

Then, if you can, please also upload your 3 most recent Protection module logs:

In Windows XP, these logs are located in: C:\Documents and Settings\All Users\Application Data\Malwarebytes\Malwarebytes' Anti-Malware\Logs

In Windows Vista/7, these logs are located in: C:\ProgramData\Malwarebytes\Malwarebytes' Anti-Malware\Logs

Step 2 -- Run DDS and create 2 logs:

Download DDS from one of the locations below and save it 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 it is 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 attach both of the following logs to your next reply: DDS.txt and Attach.txt
  --->You can ignore the note about zipping the Attach.txt file in most cases.
  

[timat10]

Yes, I'm sure. I'll do all this when I get time. Haven't installed or done anything new to my Laptop. Malwarebytes has always worked fine until I believe, the last update, then I noticed it was gray. I did do an Image Backup, but that' all I can think of that has happened.

Thanks.

[daledoc1]

Sounds like a plan.

Running those utilities will only take a few minutes.

Just attach all the logs to your next reply.

Alternatively, since you are paid user of MBAM PRO, you may wish to open a ticket with your logs at the help desk here: http://www.malwareby...ontact_consumer

If you do, please reference this forum post when you submit your request:

http://forums.malwarebytes.org/index.php?showtopic=120289

Cheers,

daledoc1

[timat10]

Ok, I guess this is all the stuff. I tried to disable Windows Firewall, don't seem to have it anymore, only an advanced Firewall which I've never heard of and is inactive. I noticed in one of these logs that something wasn't running and created errors, but never did before so not sure what has changed since I haven't disabled or enabled any services for a while.

Thought I might as well post this here instead of opening a ticket since it's probably faster and might also help others, if anyone else has the problem but me. Seemed to be a common search phrase. "My icon turned gray" ...

CheckResults.txt

attach.txt

dds.txt

protection-log-2012-12-31.txt

[exile360]

There is indeed a problem with your system which is causing this, the same issue is causing the Windows Firewall not to function (that's why it's disabled). The Base Filtering Engine service (BFE) is missing. This is typically a sign of either a present or previous infection. Please refer to the information in this topic to get assistance with checking for and removing any infections as well as repairing the problems with the system. The link provides options to receive help here on the forums in our malware removal area or to contact the helpdesk, choose which ever option you prefer and we'll help you get the system fixed and working correctly again (including Malwarebytes Anti-Malware).

Thanks

[timat10]

I have done a system restore and the Malwarebytes icon is now blue, although now I can't seem to open Malwarebytes as it says it's read only. I received an email from support who enoucrages me to search through the knowledge base. ;-) I will reboot again after perhaps doing a boot scan.

[exile360]

Good, I bet System Restore repaired the service. If the permissions issue persists (read only), then please stick with Support and they'll get you fixed up. It sometimes happens after using System Restore, but is generally fairly simple to resolve.

Thanks for the follow up .