Malware Bytes crashes

[jeff_steinkamp]

Just installed the free edition but the program crashes when trying to do a database update or a scan. here is the error info from the system log:

 

Faulting application name: mbam.exe, version: 1.0.0.532, time stamp: 0x53518532 Faulting module name: MSVCR100.dll, version: 10.0.40219.325, time stamp: 0x4df2be1e Exception code: 0x40000015

 

Attempted to run it in safe mode and it still crashes.  Bit Defender and Windows Defender have found no problems.

 

Did all 13 Malwarebytes Chameleon things and still no help.

 

So what's next???

 

 

Addition.txt

FRST.txt

Rkill.txt

[jeff_steinkamp]

So what does it take to get some customer support on this problem?  Note even an acknowledgement that someone in customer support has seen this.  If this is not the correct forum for this issues, then please point me in the right direction.

[AdvancedSetup]

Hello and

The site is just very busy is all.

Please read the following and post back the logs when ready and we'll see about getting you cleaned up.

General P2P/Piracy Warning:

If you're using Peer 2 Peer software such as uTorrent, BitTorrent or similar you must either fully uninstall them or completely disable them from running while being assisted here.

Failure to remove or disable such software will result in your topic being closed and no further assistance being provided.

If you have illegal/cracked software, cracks, keygens etc. on the system, please remove or uninstall them now and read the policy on Piracy.

Before we proceed further, please read all of the following instructions carefully.

If there is anything that you do not understand kindly ask before proceeding.

If needed please print out these instructions.

• Please do not post logs using CODE, QUOTE, or FONT tags. Just paste them as direct text.
• If the log is too large then you can use attachments by clicking on the More Reply Options button.
• Please enable your system to show hidden files: How to see hidden files in Windows
• Make sure you're subscribed to this topic:
  • Click on the Follow This Topic Button (at the top right of this page), make sure that the Receive notification box is checked and that it is set to Instantly
• Removing malware can be unpredictable...It is unlikely but things can go very wrong! Please make sure you Backup all files that cannot be replaced if something were to happen. You can copy them to a CD/DVD, external drive or a pen drive
• Please don't run any other scans, download, install or uninstall any programs unless requested by me while I'm working with you.
• The removal of malware is not instantaneous, please be patient. Often we are also on a different Time Zone.
• Perform everything in the correct order. Sometimes one step requires the previous one.
• If you have any problems while following my instructions, Stop there and tell me the exact nature of the issue.
• You can check here if you're not sure if your computer is 32-bit or 64-bit
• Please disable your antivirus while running any requested scanners so that they do not interfere with the scanners.
• When we are done, I'll give you instructions on how to cleanup all the tools and logs
• Please stick with me until I give you the "all clear" and Please don't waste my time by leaving before that.
• Your topic will be closed if you haven't replied within 3 days
• (If I have not responded within 24 hours, please send me a Private Message as a reminder)

STEP 0

RKill is a program that was developed at BleepingComputer.com that attempts to terminate known malware processes

so that your normal security software can then run and clean your computer of infections.

When RKill runs it will kill malware processes and then removes incorrect executable associations and fixes policies

that stop us from using certain tools. When finished it will display a log file that shows the processes that were

terminated while the program was running.

As RKill only terminates a program's running process, and does not delete any files, after running it you should not reboot

your computer as any malware processes that are configured to start automatically will just be started again.

Instead, after running RKill you should immediately scan your computer using the requested scans I've included.

Please download Rkill by Grinler from one of the links below and save it to your desktop.

Link 1

Link 2

• On Windows XP double-click on the Rkill desktop icon to run the tool.
• On Windows Vista/Windows 7 or 8, right-click on the Rkill desktop icon and select Run As Administrator
• A black DOS box will briefly flash and then disappear. This is normal and indicates the tool ran successfully.
• If not, delete the file, then download and use the one provided in Link 2.
• If it does not work, repeat the process and attempt to use one of the remaining links until the tool runs.
• If the tool does not run from any of the links provided, please let me know.
• Do not reboot the computer, you will need to run the application again.

STEP 01

Backup the Registry:

Modifying the Registry can create unforeseen problems, so it always wise to create a backup before doing so.

• Please download ERUNT from one of the following links: Link1 | Link2 | Link3
• ERUNT (Emergency Recovery Utility NT) is a free program that allows you to keep a complete backup of your registry and restore it when needed.
• Double click on erunt-setup.exe to Install ERUNT by following the prompts.
• NOTE: Do not choose to allow ERUNT to add an Entry to the Startup folder. Click NO.
• Start ERUNT either by double clicking on the desktop icon or choosing to start the program at the end of the setup process.
• Choose a location for the backup.
  • Note: the default location is C:\Windows\ERDNT which is acceptable.
• Make sure that at least the first two check boxes are selected.
• Click on OK
• Then click on YES to create the folder.
• Note: if it is necessary to restore the registry, open the backup folder and start ERDNT.exe

STEP 02

Please run a Threat Scan with MBAM. If you're unable to run or complete the scan as shown below please see the following: MBAM Clean Removal Process 2x

When reinstalling the program please try the latest version.

Right click and choose "Run as administrator" to open Malwarebytes Anti-Malware and from the Dashboard please Check for Updates by clicking the Update Now... link

Open up Malwarebytes > Settings > Detection and Protection > Enable Scan for rootkit and Under Non Malware Protection set both PUP and PUM to Treat detections as malware.

Click on the SCAN button and run a Threat Scan with Malwarebytes Anti-Malware by clicking the Scan Now>> button.

Once completed please click on the History > Application Logs and find your scan log and open it and then click on the "copy to clipboard" button and post back the results on your next reply.

STEP 03

Please download RogueKiller and save it to your desktop.

You can check here if you're not sure if your computer is 32-bit or 64-bit

• RogueKiller 32-bit | RogueKiller 64-bit
• Quit all running programs.
• For Windows XP, double-click to start.
• For Vista,Windows 7/8, Right-click on the program and select Run as Administrator to start and when prompted allow it to run.
• Read and accept the EULA (End User Licene Agreement)
• Click Scan to scan the system.
• When the scan completes Close the program > Don't Fix anything!
• Don't run any other options, they're not all bad!!
• Post back the report which should be located on your desktop.

Thank you

[jeff_steinkamp]

Ran RKILL and the log is attached.  Tried to run a scan with MBAM and it still immediately aborted.  I did check to see if there was a log and there is none.

 

Downloaded RougeKiller and ran it as the administrator.  The log for that one is also attached.It should be noted that it does not immediately create the log report, you have to do that yourself using the report button.  You also have to specify you want it saved to the desktop, otherwise it will go into the RougeKiller/log folder. I had to run it a second time to get the report.  What I thought was interesting is that during the first run it said it killed a hidden process -- TermThr.  One would have though that process was dead, but during the second run to obtain the report, it reported that it had to kill that process again!!

 

I do have a backup of the registry that I created yesterday using CCCleaner.  At this point MBAM still crashes immediately with the same error message as reported.

Rkill.txt

RKreport_SCN_06132014_073140.log

[jeff_steinkamp]

Here is some additional information for this issue.  I mapped the root drive of this computer and shared it with the other PC on premises which has a working copy of MalwareBytes.  I was able to run a scan remotely (9.5 hours!!) and no infections were found. The only difference between these computers is the operating system.  The problematic computer is a 64 bit, Win7 Pro machine and the other is a 32 bit Win7 Ultimate.

 

I ran MD5 checksums on all the exe and dll files between the two and I did find one difference that is puzzling.  File mbamext.dll has different check-sums and the file sizes are different.  181K on the 64 bit machine and 154K on the 32 bit machine.  I looked at the file properties and both show a version of 3.0.4.0 with a date of 2014-05-12 07:25

[AdvancedSetup]

Please visit this webpage and read the ComboFix User's Guide:

• Once you've read the article and are ready to use the program you can download it directly from the link below.
• Important! - Please make sure you save combofix to your desktop and do not run it from your browser
• Direct download link for: ComboFix.exe
• Please make sure you disable your security applications before running ComboFix.
• Once Combofix has completed it will produce and open a log file.  Please be patient as it can take some time to load.
• Please attach that log file to your next reply.
• If needed the file can be located here:  C:\combofix.txt
• NOTE: If you receive the message "illegal operation has been attempted on a registry key that has been marked for deletion", just reboot the computer.
  

 

[jeff_steinkamp]

Attached is the log form ComboFix.  I have not yet attempted to see if MalwaeBytes runs.

ComboFix.txt

[AdvancedSetup]

Please run the following and see if you can replace your c:\windows\system32\termsrv.dll  file which is not signed.

 

How to Repair Windows 7 System Files with System File Checker

[jeff_steinkamp]

Attached is the sfc log and it appears it was unable to repair the file c:\windows\system32\termsrv.dll.  I guess it needs to be resotred some how.  I did run the same scan on my other machine and it ran without any problems.  Will that termsrv.dll work or is there another avenue to do that?

CBS.log

[AdvancedSetup]

Well it's possible that it's still being blocked by something perhaps. Let me have you run the following and we'll see where it goes from there.
 
Please go ahead and run through the following steps and post back the logs when ready.
 
STEP 04
Please download Junkware Removal Tool to your desktop.

• Shutdown your antivirus to avoid any conflicts.
• Right click over JRT.exe and select Run as administrator on Windows Vista or Windows 7, double-click on XP.
• The tool will open and start scanning your system.
• Please be patient as this can take a while to complete.
• On completion, a log (JRT.txt) is saved to your desktop and will automatically open.
• Post the contents of JRT.txt into your next reply message
• When completed make sure to re-enable your antivirus

STEP 05
Lets clean out any adware now: (this will require a reboot so save all your work)

Please download AdwCleaner by Xplode and save to your Desktop.

• Double click on AdwCleaner.exe to run the tool.
  Vista/Windows 7/8 users right-click and select Run As Administrator
• Click on the Scan button.
• AdwCleaner will begin...be patient as the scan may take some time to complete.
• When it's done you'll see: Pending: Please uncheck elements you don't want removed.
• Now click on the Report button...a logfile (AdwCleaner[R0].txt) will open in Notepad for review.
• Look over the log especially under Files/Folders for any program you want to save.
• If there's a program you may want to save, just uncheck it from AdwCleaner.
• If you're not sure, post the log for review. (all items found are adware/spyware/foistware)
• If you're ready to clean it all up.....click the Clean button.
• After rebooting, a logfile report (AdwCleaner[s0].txt) will open automatically.
• Copy and paste the contents of that logfile in your next reply.
• A copy of that logfile will also be saved in the C:\AdwCleaner folder.
• Items that are deleted are moved to the Quarantine Folder: C:\AdwCleaner\Quarantine
• To restore an item that has been deleted:
• Go to Tools > Quarantine Manager > check what you want restored > now click on Restore.

STEP 06
Please open Malwarebytes Anti-Malware and from the Dashboard please Check for Updates by clicking the Update Now... link
Open up Malwarebytes > Settings > Detection and Protection > Enable Scan for rootkits, Under Non Malware Protection set both PUP and PUM to Treat detections as malware.
Click on the SCAN button and run a Threat Scan with Malwarebytes Anti-Malware by clicking the Scan Now>> button.
Once completed please click on the History > Application Logs and find your scan log and open it and then click on the "copy to clipboard" button and post back the results on your next reply.


STEP 07


Please go here to run the online antivirus scannner from ESET.

• Turn off the real time scanner of any existing antivirus program while performing the online scan
• Tick the box next to YES, I accept the Terms of Use.
• Click Start
• When asked, allow the activex control to install
• Click Start
• Make sure that the option Remove found threats is unticked
• Click on Advanced Settings and ensure these options are ticked:
  • Scan for potentially unwanted applications
  • Scan for potentially unsafe applications
  • Enable Anti-Stealth Technology
• Click Scan
• Wait for the scan to finish
• If any threats were found, click the 'List of found threats' , then click Export to text file....
• Save it to your desktop, then please copy and paste that log as a reply to this topic.

STEP 08
Please download the Farbar Recovery Scan Tool and save it to your desktop.

Note: You need to run the version compatibale with your system. You can check here if you're not sure if your computer is 32-bit or 64-bit

• Double-click to run it. When the tool opens click Yes to disclaimer.
• Press the Scan button.
• It will make a log (FRST.txt) in the same directory the tool is run. Please copy and paste it to your reply.
• The first time the tool is run, it also makes another log (Addition.txt). Please attach it to your reply as well.

[jeff_steinkamp]

Here are the files for the three application runs.  Still crashes on a scan or update.

 

Has it occurred to anyone that the dll that is crashing might have a problem with this 64 bit machine?

eset threats.txt

FRST.txt

JRT.txt

[AdvancedSetup]

Yes with well over 5 million users on the exact same platform not having this issue we're pretty certain there is something wrong with your system and not the file.

 

Please go ahead and download a new fresh copy of Combofix and run it and post back the new log.

 

Please visit this webpage and read the ComboFix User's Guide:

• Once you've read the article and are ready to use the program you can download it directly from the link below.
• Important! - Please make sure you save combofix to your desktop and do not run it from your browser
• Direct download link for: ComboFix.exe
• Please make sure you disable your security applications before running ComboFix.
• Once Combofix has completed it will produce and open a log file.  Please be patient as it can take some time to load.
• Please attach that log file to your next reply.
• If needed the file can be located here:  C:\combofix.txt
• NOTE: If you receive the message "illegal operation has been attempted on a registry key that has been marked for deletion", just reboot the computer.
  

 

[jeff_steinkamp]

Here is the result of the second run of ComboFix.

combofix.txt

[AdvancedSetup]

Click on START -  and type in SIGVERIF and click OK
This is a Microsoft File Signature Verification program that will check the status of some files for us.

• Click on the START button and let it run.  
• It will popup a box when it's done to show the status, you can close that box.
• Close the File Signature Verification application.
• On Windows XP find and attach the file C:\WINDOWS\SIGVERIF.TXT to your reply.
• On Windows 7 find and attach the file C:\Users\Public\Public Documents\SIGVERIF.TXT to your reply.
• DO NOT post the log directly into your reply, attach the file please.

[jeff_steinkamp]

Here is the sigverif.txt file

SIGVERIF.TXT

[AdvancedSetup]

Okay well that looks good then.  Can you please update your antivirus and then do a full system scan and let me know if it finds anything or not.

[jeff_steinkamp]

Here is the export of the full scan.  I didn't see anything of interest.

virus_scan.txt

[AdvancedSetup]

Okay let's try another clean removal now and see how that goes. Please follow the directions below including disabling antivirus while running the install and reboot the computer after install even if not asked.

1. Please uninstall your current version of MBAM and reinstall the latest version. MBAM Clean Removal Process 2x
2. If that does not correct the issue then please read the following and post back the requested logs. - Diagnostic Logs
3. NOTE: There is an FAQ section with valuable information located here: - Common Questions, Issues, and their Solutions
   

Thank You
 

[jeff_steinkamp]

Here are the two files.  The latest version of MBAM aborted with the same error as previous listed.

CheckResults.txt

FRST.txt

[AdvancedSetup]

Please go into your Control Panel, Add/Remove and uninstall ALL versions of Java and then run the following
 
Please download JavaRa-1.16 and save it to your computer.

• Double click to open the zip file and then select all and choose Copy.
• Create a new folder on your Desktop named RemoveJava and paste the files into this new folder.
• Quit all browsers and other running applications.
• Right-click on JavaRa.exe in RemoveJava folder and choose Run as administrator to start the program.
• From the drop-down menu, choose English and click on Select.
• JavaRa will open; click on Remove Older Versions to remove the older versions of Java installed on your computer.
• Click Yes when prompted. When JavaRa is done, a notice will appear that a logfile has been produced. Click OK.
• A logfile will pop up. Please save it to a convenient location and post it in your next reply.

 

Next:
Please Run TFC by OldTimer to clear temporary files:

• Download TFC from here and save it to your desktop.
• http://oldtimer.geekstogo.com/TFC.exe
• Close any open programs and Internet browsers.
• Double click TFC.exe to run it on XP (for Vista and Windows 7 right click and choose "Run as administrator") and once it opens click on the Start button on the lower left of the program to allow it to begin cleaning.
• Please be patient as clearing out temp files may take a while.
• Once it completes you may be prompted to restart your computer, please do so.
• Once it's finished you may delete TFC.exe from your desktop or save it for later use for the cleaning of temporary files.

 

 

Then reboot the computer and disable your Antivirus and try to run MBAM again now.

 

 

[jeff_steinkamp]

Before I removed Java from this computer, I have to ask where you are going with this and why?  I have been a programmer for over 40 years and currently develop applications in Java so naturally I'm a bit curious where you are going with this.  Since the Java runtime environment is standard for all computers these days, removing it is going to render a number of application useless! The computer has the current 1.7 runtime which is the default and 1.6 which is disabled.  As I write this, there are no application running using the Java runtime as evidence from the task manager and the Java Control Panel.

 

It appears, from my vantage point, that you are out of ideas as to why MBAM crashes on this particular machine.  Doing a quick internet search of the error that is logged reveals that not only is this happening to me with MBAM, but others as well.  The same error is also occurring in other software.  The logged event is coming from  MSVCR100.dll which is the Microsoft C redistributeable from Visual Studio.  From my experience in developing software using the .NET framework, this is a clear indication of an improperly handled exception or memory allocation, not necessarily in your software, but in the DLL module itself. This is why the exception is not bubbling back up into your software where one would expect to see the exception and handle it.

 

Troubleshooting these are a pain and Microsoft is of no help, at least in the .NET framework with the problems I've had in the past.

[AdvancedSetup]

2 reasons.

 

1 corruption of Java files and registry entries is very common and can and has blocked our software trying to read it.

2 Older versions of Java is the #1 inlet for infections and is used thousands of times daily to infect computers.

 

Yes the MSVCR100.dll is involved and yes .NET framework is a rats nest of garbage but it's here to stay.

 

There are certainly tracing tools we can use but basic cleaning is always used first as other debugging tools are often almost impossible for the average user to use. We have many users that already have trouble running basic steps let alone more advanced tracing tools.

 

Once we're done here you can certainly reinstall Java (I use an older version myself for some old software but only because the vendor won't update the hardware that it runs) at home I do not have it installed as Java to me now days is pretty much trash. I've been doing computer support now for over 20 years and Java has always been a kludge at best. If at all possible no one should run Java in my opinion but that's neither here nor there as you're right there are valid programs that use it - I simply refuse to use it on my system, there are too many other choices for software.

 

So, back to the issue at hand. Unless you simply refuse to remove Java I would still like you to remove it and use the requested tool (make a backup of your system before hand) and the post back the log and if we're still having an issue we'll look at some other process monitoring.

 

Thank you

[jeff_steinkamp]

All version of Java have been removed.  The log file that was created is now attached. We also cleaned out a good quantity of junk from the temp files and caches.  Nifty program, think I'll hang on to that one!!

 

Did a reboot and disabled the the AV.  MBAM still crashes as before, same error message in the events log.  I will be re-installing Java 7 after I send this.

JavaRa.log

[jeff_steinkamp]

So where are we on solving this issue?

[AdvancedSetup]

Well you don't have the exact same symptoms but please try the following fix. If this does not work then we'll look at using some monitoring tools to track it down.

 

https://forums.malwarebytes.org/index.php?/topic/152047-what-to-do-runtime-error-database-stuck-on-20140304-program-stopped/

 

Let me know

 

Thanks