Malwarebytes has stopped working

[RobK]

Just updated to version 2.0.2.1012 Pro and program hangs on startup.  Was working fine before update.  Used removal tool, re-downloaded program from your site, reinstalled, activated and have same issue if trying to update database (v2014.03.04.09 is current one) or perform scan.  Use Norton Internet Securoty and have exluded Malwarebytes folder from scan. Dowloaded and ran tests with suggested programs (FRST64.exe and mbam-check-2.1.0.0002.exe) and am attaching required files for inspection.  Would appreciate your help in getting Malwarebytes up and running properly again.  Thanks.

Addition.txt

CheckResults.txt

FRST.txt

[John L. Galt]

Hi,RobK, and

 

Before we go any further, first of all, can you tell me if by

 

...and have same issue if trying to update database (v2014.03.04.09 is current one) or perform scan.

 

Do you mean that it hangs or that it crashes (as you said it was hanging on startup initially)?

 

The reason I ask is that if it is a crash, then we're going to take a totally different route than the diagnostics above, but I want to be sure before we side track as to the exact nature of the problem.

[RobK]

The program will load to the main dasboard screen.  If I click on update database, it starts its process and then a "stopped working" dialog box pops up.  The same occurs if I try to perform a scan.  Also performed a rootkill and this is the result:

 

Checking for Windows services to stop:

 * No malware services found to stop.

Checking for processes to terminate:

 * C:\Windows\SysWOW64\astsrv.exe (PID: 1980) [WD-HEUR]
 * C:\Windows\SysWOW64\nlssrv32.exe (PID: 2532) [WD-HEUR]

2 proccesses terminated!

Checking Registry for malware related settings:

 * No issues found in the Registry.

Resetting .EXE, .COM, & .BAT associations in the Windows Registry.
  * HKCU\SOFTWARE\Classes\.exe "@" exists and is set to !
  * HKCU\SOFTWARE\Classes\.exe has been deleted!

Performing miscellaneous checks:

 * Windows Defender Disabled

   [HKLM\SOFTWARE\Microsoft\Windows Defender]
   "DisableAntiSpyware" = dword:00000001

Checking Windows Service Integrity:

 * Windows Defender (WinDefend) is not Running.
   Startup Type set to: Manual

Searching for Missing Digital Signatures:

 * No issues found.

Checking HOSTS File:

 * HOSTS file entries found:

  127.0.0.1    activate.adobe.com

Program finished at: 06/25/2014 01:45:02 PM
Execution time: 0 hours(s), 0 minute(s), and 50 seconds(s)

[John L. Galt]

That's what I needed to know, the 'stopped working ' part.

 

OK, time for the side track.

 

First, ( but only if the program is running) let's shutdown the realtime Malwarebytes Anti-Malware. Go to the desktop Taskbar. See the blue-color MBAM icon in the notification area.

Do a Right-click on it with your mouse, and select EXIT.
{ if you are only running the Free mode program, you will not see that, so in that case you can ignore that step.}.

Download & Save to your system a zip file named REF_Replace.zip from this link https://malwarebytes...33c7kcqxnpp8ldc

Once saved, unzip **REF_Replace.zip**  to extract all contents.   which will be 4 files.
Next, double-click on **Ref-Replace.bat** file.
It should run fairly quickly in a command-prompt window.

I would suggest then a Logoff >> Shutdown >> Restart so that your pc is then in a new Windows session.

Once that is done, restart the Anti-Malware and let me know if it works normally.

[RobK]

Tried opening a couple more times and it seems to crash whe it is trying to update data file as even if you initiate a "fix now" or "scan now, the first thing it wants to do is update.

[John L. Galt]

Yes, please follow the procedure I've outlined above, instead of continuing to try ot do anything else that will attempt to update the program.  Until those steps are fully completed, you will continue to have this problem.

[RobK]

It will scan now, but can not access update server and desktop icon has lost its icon

[John L. Galt]

OK, hold tight - I've sent a PM to staff member Maurice Naggar and he will probably be taking over in this thread.

[RobK]

On fresh startup hangs on database loading...can scan but not update...main screen says "your system is not fully protected"

[John L. Galt]

Fresh startup was a part of the instructions I posted.

 

Let Maurice come into the thread, please just hold tight now.

[John L. Galt]

OK, Maurice is giving me the go ahead to get some more info and such.

 

Do you have a 3rd party firewall running, or else have any other AntiMalware programs on your system that run as well as MBAM?

 

Also, Just to reiterate, you did use the actual MBAM 2 Clean Removal Tool to uninstall MBAM and then downloaded the latest version directly from the website here and installed it, instead of installing an older version and updating it, right?

[RobK]

No third party firewall as far as I know.  file used was mbam-check-2.1.0.0002.exe

[RobK]

actaully, that was the version check file....downloaded the file from this area I believe

[RobK]

used mbam-clean-2.0.2.0.exe

[RobK]

Went thru process of uninstalling, reinstalling and replacing the .ref file again...same stuff....can scan, but not update

[RobK]

used mbam-setup-2.0.2.1012.exe to setup after first and second clean.

[RobK]

Been using this product since 2010...first the free version then the paid and just now having issues.  Strange.

[AdvancedSetup]

I'm sorry but the logs indicate that you're stealing software from Adobe. As such we cannot provide further assistance. I will close your topic for now. If you wish to remove the Adobe software and the hack we will go ahead and assist you, just send me a private message letting me know this topic link and that you've removed the software in question.

 

 

 

This topic will now be closed due to evidence of cracked or pirated software on this system.

Piracy Policy
 

Thank you

[AdvancedSetup]

Topic has been reopened as user says they have removed all illegal software from the system.

 

Please restart the computer 2 times. Then run a new scan for FRST and make sure to check the ADDITIONS.TXT check box to get a new log for that as well. Then also run the MBAM CHECK scanner and post back all 3 new logs.

[RobK]

As requested. But how do I attach the files?

[RobK]

I see no button or prompt to attach requested files.  Do you want the text files copied and pasted?

[1PW]

I see no button or prompt to attach requested files.  Do you want the text files copied and pasted?

Hello RobK:

Please find the "More Reply Options" button near the lower-right of the "Reply to this topic" pane.

Please attach your 3 files, one at a time, in a single reply to this thread.

Thank you.