Anit-Rootkit Driver, Error code:20025

[jeffandpatty]

See attached image

 

Error: Malwarebytes was unable to load the Anti-Rootkit Driver. Error code:20025

 

Do you want to continute the scan without anti-rootkit support?

[jeffandpatty]

And then, as you can see on attached image, the scan never starts.  It just sits there with the progress bar moving like it is going to start.

[Firefox]

Hello and

Let's try this first....

• Please 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 post back the requested logs - Diagnostic Logs
• NOTE: There is an FAQ section with valuable information located here - Common Questions, Issues, and their Solutions

Thank You,

Firefox

[jeffandpatty]

Hi and THANK YOU for helping me.

 

Attached are the three logs.  Un/re-installing MWB had no effect on the problem.

 

~ Jeff

 

 

CheckResults.txt

FRST.txt

Addition.txt

[jeffandpatty]

Hmmm - it just refuses to scan and stays in the "pre-scan" mode.  It seems as if the program is hijacked by something preventing it to function.

[Firefox]

We will have to wait on someone from staff/development team to review those logs, but in the meantime lets get some more info so we can help these folks.

Are you able to update Malwarebytes as your logs does not show that its been updated.

Installed On: 2014/06/02

Malware Database: 0000.00.00.00

Rootkit Database: 0000.00.00.00

Remediation Database: 0000.00.00.00

IP Database: 0000.00.00.00

Domain Database: 0000.00.00.00

Can you also zip up all the files located in the folder below and attach that zip file here?

\ProgramData\Malwarebytes\Malwarebytes Anti-Malware\Configuration

[jeffandpatty]

Thank you for your assistance!

 

Here is the configuration folder.

 

I just bought Malwarebytes, so I don't think there are any updates.  Nonetheless, I looked and could find no way on the settings tab or dahsboard to update.

 

Thank you!

 

~ Jeff

Configuration.zip

[Firefox]

I have alerted the staff so that they can review the files, Even if you bought the software today, there would be updates, as they update it at least 10 times a day... To update you simply open up the Malwarebytes GUI and on the dashboard click on Update Now >> as shown in the image below.

 

Also your CheckResults.txt file should look similar to mine below, yours has all zeros:

 

Malwarebytes Anti-Malware:         2.0.2.1012
Installed On:                      2014/05/14
Malware Database:                  2014.06.03.05
Rootkit Database:                  2014.06.02.01
Remediation Database:              2013.10.16.01
IP Database:                       0000.00.00.00
Domain Database:                   0000.00.00.00

 

Try clicking on the Update Now and let me know if you get any errors...

[Firefox]

Here is something else you can try:

 

1) Exit MBAM from the tray

2) Launch MBAM, uncheck scan for rootkits

3) Try a scan

4) Complete the scan and reboot.

[jeffandpatty]

When I click the update, it just tells me "no updates available"

 

I don't know where this tray is to exit from.  The program is located on my desktop as a shortcut icon.

 

I unchecked scan for rootkits from the Detection and Protection tab of the Settings window.

 

It still keeps doing the Pre-Scan Operations which cannot be paused or canceled.  It does this as long as the computer is on.  It never moves on to actually scanning.

 

Thank you!

 

~ Jeff

[AdvancedSetup]

That indicates that you're using drive encryption which is not supported on the OS system drive. You also have at least some minor PUP issues.

 

I would suggest following the advice from the topic here Available Assistance for Possibly Infected Computers and having one of the Experts assist you with looking into your issue.

They can help you get the computer cleaned up a bit but as said the drive encryption being used on the OS system drive is not supported.

[jeffandpatty]

Hi ~

 

Sorry to need just a bit of clarification - what does it mean when you say drive encryption is not supported on the OS system drive. 

 

I did buy the premium product, I just want it to scan.  If it doesn't scan can I get a refund?  Was the program compromised?

 

Thanks!

[AdvancedSetup]

Drive encryption such as BitLocker by Microsoft are not supported using the Rootkit scanner as the encryption behind it is proprietary. But I'm also not aware of any rootkits that can write to the drive either without breaking the system. You can certainly obtain a refund if you like but the product does work properly for everything else and no one else that I'm aware of does real true rootkit scanning on proprietary encryption like BitLocker either. If  you want you can simply uncheck the rootkit scanner option and everything else should work just fine. If you'd still rather get a refund then please contact the help desk and they can assist you with a refund.

 

http://www.malwarebytes.org/support/consumer/contact/

 

Thank you again