A Q. about Malwarebytes program...help

[flywelder]

My Q is:

I have a paid up, full version of malwarebytes. That Has been working great for a year.

Now this week though, there is a issue. and that is..... that in the protection tab, there once was a green rectangle that stated" protection enabled", but, now says partially protected and is yellow / orange in color, and the check mark is now gone from the box next to Enable malicious web site blocking.!

I have tried numerouse times at clicking the block beside the words enable malicious web site blocking, but no check mark will appear. and all scans report no infections found.

What has happened and how do I get back to fully protected and green?

PS: just so you know, I am a novice at repairing my computer. ...I stumble along with a lot help from my friends here on the forum !

[daledoc1]

Hi, flywelder:

>>>Is this by any chance the same computer for which you very recently sought assistance here at the forum and then at the helpdesk: http://forums.malwar...dpost&p=630699?

• If so, then it might be best to re-open your ticket at the help desk, as the support team will be able to pick up where they left off assisting you with that computer.
  

>>>Or is this the same computer for which you are being assisted at another computer forum: http://www.bleepingc...pic479574.html?

• If so, then it would be best to continue with your helper at that other forum, as it's advisable to seek help in only one forum at a time.
  

>>>Or is this a totally different computer from the other two?

• If so, then please follow the instructions below to run the mbam-check and DDS scans.
  
• Next, please reply back here with the following logs attached to your next reply:
  

1. Checkresults.txt from mbam-check
   
2. A couple of protection logs, if you have them
   
3. DDS.txt from DDS
   
4. 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/7/8, 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.

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

[flywelder]

Hi Daledoc1 !

I thought I would be hearing from you, Good to talk to you again!

To answer your question, the answer is No, this is a different computer, .. my wife's actually.

I'll post the items you requested with in a day or so. I just got back from visiting and celebrating my grandson's 4 th birthday! I love that little boy! he's Papa's buddy!

[flywelder]

Daledoc1

Would you help me get a thank you message to Ron? I really want him to know my gratitude for helping me and putting up with me!

it concerns ticket #302108

I have tried replying several times tonight to that ticket that Ron and I have been using back and forth, but for what ever reason now all my replies are coming back undeliverable?

Would send the below message to him please....Thanks Daledoc1! thanks a bunch!

Hi Ron,

So i fiddled around with the link you sent me, and with your instructions again, and again, and again, and ... today I can report .. Success!

it went off perfectly, finally. I don't know what I was doing wrong...I hate that!

So I then reinstalled malwarebytes and it is up and running with the 14 day trial working and .. I can access the memory scan feature now! I have run many scans all ready!

The full protection feature.. had some glitches at first, what I mean is: as i looked at the check marked box for full protection, and the Green colored rectangular box, I saw the check mark disappear, my full protection disappeared, and the green color disappeared, !.. then reappeared 3 -4 seconds later...then disappear again...then reappear! .....odd i thought!

now it is on continuously. I feel so much more secure now, that malwarebytes is installed and functioning! ..........phew! what a relief!

Plus, for what ever reason, My computer is actually functioning much better now all around!....and even functioning like it did the first time it was brought into this house!. Job well done Ron!

Thanks so very much Ron! , for several reasons

I am very pleased! and I'm singing praises about malwarebytes and the team of good people that work there to all my friends !

Ron, I think my final question would be to ask, if for some reason, after I have purchased a full copy of malwarebytes for this computer, and one day I discover that the check mark for: "enable malicious web site blocking" is gone, and that the green rectangular box has changed from green to another color and would say, something to the effect " only partially protected" ......what would have happened to cause that and how would I correct it back to full protection and green again?

in N.C. USA

Edited January 13, 2013 by AdvancedSetup
removed email link from post

[flywelder]

Daledoc1.... Before you forward my thank you, I just checked and I have the wrong ticket number listed in my thank you ! .... it should be #302391

Would you change that number please? I don't know what the other number is for? but I got it from an reply email from malwarebytes...I wonder what question that was for?.. and if it even applied to me?

Oh and my thank you is to go to Ron lewis. ......... a super guy! ...and I have never met him personally! far out!

Thanks again Daledoc1!

[daledoc1]

Hi, flywelder:

Advanced Setup is the forum Admin & he monitors the forum quite closely, so I expect he'll see your posts soon.

As it is the weekend, it's possible he may not have a chance to reply to you immediately regarding your existing helpdesk ticket.

I'm sure he and the support team will be back to assist you as soon as possible.

Thanks for your patience,

daledoc1

PS I am just a home user and forum volunteer, so I don't have the ability to edit your posts, change your helpdesk ticket numbers or make other modifications you requested. I'm afraid we'll need to wait for Advanced Setup to help you with those items.

[AdvancedSetup]

Thank you very much for the kind words. If there is ever an issue you can either start to post here on the forums or contact the help desk and we will assist you with it.

Thank you again.

[flywelder]

My Thanks to all of you for your part in getting my thank you to Ron! much appreciated!

Ok so now concerning my wife's computer issue, I have attached the items that daldoc1 instructed me to.

I am looking forward to getting her computer's malware protection working properly.

If you need me to post anything more just let me know.

Thanks!

attach.txt

attach.txtfromdds.txt

CheckResults.txt

dds.txt

dds.txt-2.txt

protection-log-2012-12-21.txt

protection-log-2013-01-10.txt

protection-log-2013-01-11.txt

protection-log-2013-01-13.txt

[AdvancedSetup]

Please open a new ticket on the Help Desk for your wife's computer and ask for me and I will assist you in getting it working.

You need to take these items out of the Registry but I'll give you more advice on how to do it.

Compatibility Flag Settings (Any MBAM file listings should be removed):

=======================================================================

HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows NT\CurrentVersion\appCompatFlags\Layers

C:\WINDOWS\pchealth\helpctr\binaries\HelpCtr.exe

C:\Program Files\Internet Explorer\iexplore.exe

Thanks

[flywelder]

Super!......Ok , I opened a ticket under PC help..I hope that was the correct place?

Thanks a bunch for your offer!

when you answer over there on that page, perhaps you can explain how the items came to exits in the registry that I now have to remove.... I would appreciate learning the answer. thanks!

[flywelder]

Daledoc1

I just want to GIVE A SHOUT OUT TO YOU, for you do a great job here! you are very helpful, when I have been antsy, your postings have been very helpful and assuring, and have done more to assisit me that I can put into words.

So thank you and High 5 to you!

[daledoc1]

Hi, flywelder:

Thanks very much for your kind words.

As for your wife's computer, it appears that you have started another, duplicate topic here in the forum: http://forums.malwar...howtopic=120994

However, AdvancedSetup had asked that you open a Help Desk support ticket, instead of starting a new forum topic:

Please open a new ticket on the Help Desk for your wife's computer and ask for me and I will assist you in getting it working.

>>> Please click on this link and fill out the web form to open a new help desk ticket, asking for AdvancedSetup: >>CLICK THIS LINK<<.

Thanks,

daledoc1

[flywelder]

Ooops, Sorry everyone, and again I mess up! rrrg. I don't mean to be difficult. and Thanks daledoc1!.... I was trying to do what was asked..however, I knew there was a very high chance, of myself not doing it correctly......par for the coarse I guess.... this is another great example of the meaning of all my thanking you!..........by the way, simply out of curiosity, where do I look on this page, for that ' help desk' where I was to open the ticket?

I hope Advance setup will remove my posting that I incorectly posted. No sense in having that around.

I am thankful non of you can see the difficulties i go through, and with all the spell correcting I do with each of my postings!....it frustrates me!....and Im so slow!

From here on out, when working with me, it is best to for everyone to place many links in your postings. my thanks to all.

[daledoc1]

Hi, Flywelder:

There's no need to apologize.

You asked:

by the way, simply out of curiosity, where do I look on this page, for that ' help desk' where I was to open the ticket?

The answer is here in my previous reply:

>>> Please click on this link and fill out the web form to open a new help desk ticket, asking for AdvancedSetup: >>CLICK THIS LINK<<.

{{If you are looking for the forum link to that page, click at the very top of the your computer screen on the word "Support" (see screen shot).

Then click "Get Consumer Support". Then click "Contact Us".}}

BTW: This is the same link to the same help desk that you used to open the previous ticket for your other computer. You just need to follow AdvancedSetup's advice to open a **new** ticket for your wife's computer.

Also, please only open **ONE** ticket for your wife's computer -- even though you now have multiple open forum topics for her computer, you only need to have ONE ticket at the help desk for each computer.

Hope this helps,

daledoc1

[flywelder]

Hi again, I hope I'm posting this in the correct area...I struggle with that issue so much!...I'm sorry.

I want you to be aware that My newly installed Malwarebytes program that I was so happy with.. has stopped working? yesterday it was working and indicated 9 more days available for use of the trial version. I shut the computer down last night, and today when i rebooted malwarbytes informed me I am no longer protected, and when i opened the program it will not allow me activate the trial version?

My fears have come back! I'm back where i started and the reason i came here two weeks ago! ....Mayday!

Shall we uninstall again and reinstall malwarebytes? I'll need instructions again to do that.

I'll attach some info I think you asked for last time, just in hopes it helps you.

In my next posting I'll include screen prints:

There is one screen print that shows something about : A drive cleaner search.... ( I have no idea if this is related to malwarebytes or comodo or another confounded search engine issue! can you tell me please?)

Another of something from comodo.

I was fortunate to have just enough time to copy the above mentioned images and save them to a screen print before they vanished from my monitor.

What info shall I attach to my next posting?

Do you think Comodo could be the culprit?...and do I need to configure comodo to allow malwarebytes? ..if so how do I do that?

[flywelder]

PS: That old ticket was 302391

PS: I am not able to attache any more screen prints at the moment, apparently the last one used up all available upload quota.

I await your instructions.

Thanks to all

[ShyWriter]

While you wait for official help, I'm curious.. How's the time/date setting on your system? (If incorrect you may have a CMOS battery going wanky on you..)

Thanks.. And OFFICIAL assistance will arrive shortly, I'm sure..

Steve

[daledoc1]

Hi, flywelder:

Sorry you are still having problems.

Until AdvancedSetup arrives...

It's really not necessary to repeatedly start new topics in different areas of the forum for the same problem.

There is already an open topic in the PC Help section here: http://forums.malwar...howtopic=120862, as well as several duplicate topics that the moderator team have closed.

It was my understanding that you had followed AdvancedSetup's recommendations to open a ticket for your wife's computer at the help desk >>>RIGHT HERE<<<??

If you have not already done so, please do that, rather than starting new topics here in forum.

Then, please wait for AdvancedSetup or another team member to reply to you directly by email.

They will work with you to get MBAM up and running properly.

I'm just a home user and forum volunteer, not an MBAM staffer or computer expert.

Your problems for the 2 (or is it 3?) computers will require help from someone more expert than I.

To reduce confusion & expedite resolution of your issues, it would be best to follow the advice to get one-on-one help directly from the MBAM helpdesk support team, as we've requested, and as you did recently with your other computer.

Thanks very much for your patience and understanding,

daledoc1

[AdvancedSetup]

I sent you a reply from the Help Desk on Friday @ 03:48 pm asking you to run another command, but then you replied back in another post that you got it working.

Please try to pay more attention to which posts and emails you have open as you're making it very difficult to keep track and help you.

In fact you appear to have an open topic now on Bleepingcomputer where you're being helped with your wife's computer already so I will discontinue any further help on our end at this time and recommend that you stay with the helper on Bleeping computer.

I Removed viruses and now can not boot up

Thank you

[flywelder]

So Very sorry everyone for any confusion I have caused. I am working with 3 computers here at my house. Mine, My wife's and my son's.

I have been trying to keep track of it all myself and not doing well, I admit.

Mine is down completely with a MBR issue., the helper at Bleeping computer says. For my computer I am following the topic of : " I removed viruses and now can not boot up"

Let me attempt to better explain: My wife's computer has the paid protection that suddenly changed from fully protected to partially protected, and won't change back.

My son's has the issue where Ron and I just recently was successful in getting malwarebytes to work with the trail version, but now suddenly it has stopped and the clock is still counting down...just like it was when I first contacted this site.

I will strive harder to keep it all straight. I myself am going nuts on my end juggling it all. and I have been Watching grand kids, and dealing with roof leaks here,. for It has been raining for 4 days straight now...and I didn't expect any leeks in my roof, but boy do I have them! I've been on my roof so many times with shingles and roof cement.. ! and I have been soaked to the bone 3 times already!...miserable work!

With my wife's computer, I will look at the battery in hers, because I did notice on Monday of this week that the time was off by 3 hrs.

Advanced set up I will find your instructions you posted on Friday. and get back to you.

Daledoc1, Sorry for posting wrong again, but I attempted to reply to the latest post and found I could not, perhaps it was closed or locked. ?

Advance set up, How about sending me hyper links to the individual "Posts" for each computer that you wish me to use. Hows that?

Plus Can we label them like this :

David's

Wife's

Son's

Knowing now, that Advance set up can, remove my email address and any sensitive, / private info from my postings, I'm going to include my email address so that he can send me the hyper links and any other helpful info.......how is that? ...just trying to help

Thanks again every one!

[flywelder]

HI, I just went searching for your reply Advance set up the one you sent on Friday at 3:48. and I cannot find it. Sorry. ...... and the only topic I can find is the one from bleeping computer that " Oh My" is helping me with. { which is mine ( David's) personal computer, with the bad MBR }

SO i m thinking that I am really going to need the names attached to each ( David's , Wife's , Son's ).

and i am waiting your instructions for my wife's and for my son's.

remember, my son's is the computer that Ron helped me with, and that I was thanking every one and sending high fives all around.

and with my wife's, I am going to check the battery voltage in the main board, when I post this. Once again, I'm Sending my apologies, all around ! I hope I have helped.

[AdvancedSetup]

The difficulty is having 3 different "helpers" help you. What you really should do is work with 1 person to do all 3 systems. That's what is normally done and helps to prevent this type of confusion.

For your Son's computer - not much I can say. The Trial has almost certainly expired for real by now. If you do want to use the full version you would need to purchase a license, otherwise you can continue to use the free version.

For your own computer let Bleepingcomputer continue to help you.

For your wife's computer I "think" that one is on our help desk. I'll take another look and get back to you on that one.

Thanks

[flywelder]

So today is Friday, 1-18-2012. and I checked the battery in my wife's computer , and found it to be very week!.. I replaced it, and and also discovered the issues involved with doing so. SO the clock is reset and certificates are being recognized correctly once again.

However, this did not correct the issue of the missing check mark in the protection page of Malwarebytes. ......and I was hoping to hear from some one here today.

Gary and I are making great progress over at Bleeping computer with my personal computer. and I don't see any topics concerning my wife's computer over there.

[AdvancedSetup]

I will check on it and get with you this weekend

Thanks

[flywelder]

Understood, Advance set up. .... Thanks for the explanation.

I wait patiently to hear from you concerning my wife's.

I'll ask Gary about helping me with my son's computer.

Once again, a big thank you from us here.