Malware Bytes Real Time Protection Has Stopped Working Again

[Munky]

This is the 2nd time this has happened and I'm a Premium customer 

 

How do I get these issues and why does it keep happening?

 

How can I fix this without having to erase and re-download the program again ?

[Maurice Naggar]

Hello,

 

If and only if the database definistions version you have is stuck on 2014.03.04   then see this next link

 

I have posted a fix at this sticky note at the top of this sub-forum
What to do: Runtime error - database stuck on 2014.03.04 - program stopped
 

[Munky]

My data base is v2014.07.05.10

[Maurice Naggar]

Then we will need diagnostic logs to review, and I would ask for you to describe your particular problem with some details.

The what / how / when / where

 

Only attach the reports.  Dont copy and paste in the main body of the reply.

 

This tool will collect some information on the installation of Malwarebytes and create a report I need to review: .
Download mbam-check.exe and save it to your desktop    from  http://downloads.malwarebytes.org/file/mbam_check
On Vista/Windows 7, 8, Right-click on mbam-check.exe & select Run as Administrator & allow to Run when prompted by User Account Control.
On XP,Double-click on mbam-check.exe to run it.

Do have patience while the tool runs.  It may take a while, and will flash a command prompt window.  And then it will start your text editor ( default is typically NOTEPAD).

It should then open a log file CheckResults.txt.  Just do a File >> Exit in NOTEPAD.
You should attach the CheckResults.txt file located on your desktop so that I can review.

 

 

+

Please download the Farbar Recovery Scan Tool from the links (below):   Get the version that matches the bit-ness of your bersion of Windows.

NOTE:  How to tell if your PC running the 32-bit or 64-bit version of Windows?  See this Microsoft article
http://windows.microsoft.com/en-us/windows7/find-out-32-or-64-bit

On Windows 8, do a right click on "This PC" icon on the desktop >> then select **Properties.**

Download link for **32-Bit version**: http://www.bleepingcomputer.com/download/farbar-recovery-scan-tool/dl/81/

Download link for **64-Bit Version**: http://www.bleepingcomputer.com/download/farbar-recovery-scan-tool/dl/82/

save it to your desktop.

Note: You need to run the version compatible with your system. If you are not sure which version applies to your system download both of them and try to run them. Only one of them will run on your system, that will be the right version.

Double-click FRST.exe 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 attach that log to your reply.
The first time the tool is run, it makes a second log ( Addition.txt ).
Please attach that to your reply as well

[Munky]

CheckResultsMWB.txt

[Maurice Naggar]

I still need a description with details from you:

I would ask for you to describe your particular problem with some details.

The what / how / when / where

 

plus the two logs from FRST

 

Thanks.

[Munky]

FRSTMWB.txtAddition.txt

[Munky]

I still need a description with details from you:

I would ask for you to describe your particular problem with some details.

The what / how / when / where

 

plus the two logs from FRST

 

Thanks.

 

I just seen a red exclamation mark on my MWB icon in the tool tray and clicked to see what was wrong and I got this 

 

It happpend one other time when I updated  to the new malware bytes program 

 

 

Also the scan progress keeps only initializing

[Maurice Naggar]

Is the program now open in a window or not?

Has the scan finished ?   Can you tell?

 

I'd liike to see if you can start the program and very carefully and deliberately, to do the following:

 

Start the Anti-Malware program.
Do not use the dashboard.   But click on the SCAN icon on the very top bar.  Then select a Threat scan.
If an update is available, click the Update Now button.
  
When the scan is complete, if there have been detections, click Apply Actions to allow MBAM to clean what was detected.
In some cases, a restart will be required.
Wait for the prompt to restart the computer to appear, then click on Yes.



Click on the **History tab** > Application Logs.
Double click on the scan log which shows the Date and time of the scan just performed.
Click 'Copy to Clipboard'
Paste the contents of the clipboard into your reply.

 

 

In addition, make sure to cover this too:

Malwarebytes Anti-Malware works well and should run alongside antivirus software without conflicts. In some rare instances, exclusions may need to be set for your specific antivirus product to achieve the best possible system performance.
I suggest putting in trust settings in your antivirus, as follows:
Please "put as Trusted" (i.e., put Trust settings) for the following MBAM exe files within your Antivirus Software whitelist :

Note: If using a software firewall besides the built in "Windows Firewall" you'll need to exclude them from it as well

For 32-bit Windows Vista or Windows 7 or Windows XP:

C:\Program Files\Malwarebytes Anti-Malware\mbam.exe
C:\Program Files\Malwarebytes Anti-Malware\mbamdor.exe
C:\Program Files\Malwarebytes Anti-Malware\mbampt.exe
C:\Program Files\Malwarebytes Anti-Malware\mbamservice.exe
C:\Program Files\Malwarebytes Anti-Malware\mbamscheduler.exe

For 64 bit versions of Windows Vista or Windows 7 or Windows 8:

C:\Program Files (x86)\Malwarebytes Anti-Malware\mbam.exe
C:\Program Files (x86)\Malwarebytes Anti-Malware\mbamdor.exe
C:\Program Files (x86)\Malwarebytes Anti-Malware\mbampt.exe
C:\Program Files (x86)\Malwarebytes Anti-Malware\mbamservice.exe
C:\Program Files (x86)\Malwarebytes Anti-Malware\mbamscheduler.exe

Note: If using a software firewall besides the built in Windows Firewall you'll need to exclude MBAM.EXE and MBAMSERVICE.EXE from it as well

Note: Once that's done, please make sure that if either of those programs has any sort of web filter, that you add the following as a trusted site:
data-cdn.mbamupdates.com

Check your Anti-Virus/Internet-Security application to see if you can add exclusions for specific applications/files to ignore.
You may need to contact their technical support or check their support website for instructions.
You will need to set your Anti-Virus/Internet-Security to ignore/exclude the files I listed above.
 

[Munky]

When I ran the threat scan like you suggested I got this:

[Munky]

When I click the copy to clip board link I get an error message that malware bytes has stopped responding 

[Maurice Naggar]

I have moved your thread for one to one help.

 

I'll need more information to locate the source of the issue.
Please only ATTACH the log files I ask for.

 

Please download the Farbar Recovery Scan Tool from the links (below):   Get the version that matches the bit-ness of your bersion of Windows.

NOTE:  How to tell if your PC running the 32-bit or 64-bit version of Windows?  See this Microsoft article
http://windows.microsoft.com/en-us/windows7/find-out-32-or-64-bit

On Windows 8, do a right click on "This PC" icon on the desktop >> then select **Properties.**

Download link for **32-Bit version**: http://www.bleepingcomputer.com/download/farbar-recovery-scan-tool/dl/81/

Download link for **64-Bit Version**: http://www.bleepingcomputer.com/download/farbar-recovery-scan-tool/dl/82/

save it to your desktop.

Note: You need to run the version compatible with your system. If you are not sure which version applies to your system download both of them and try to run them. Only one of them will run on your system, that will be the right version.

Double-click FRST.exe 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 attach that log to your reply.
The first time the tool is run, it makes a second log ( Addition.txt ).
Please attach that to your reply as well

[Munky]

Sir/Madam, I've already provided those logs in post 7 but here you go...

FRSTTEXT.txt  

 

Addition.txt

 

 

I added the previous screenshots because you asked for specific details on the problem 

 

 

[Maurice Naggar]

I am not a madam.   

 

Sorry I overlooked your reports from earlier.  However, as we go forwad, if I ask for the reports or a report, lets be sure you run the tool then --- i.e., a fresh run.

 

Your pc  may have some hidden infection of some sort.   Lets do this:

Step 1

Please download Rkill by Grinler and save it to your desktop. You only need for 1 of these to work.
http://download.bleepingcomputer.com/grinler/rkill.com

If the first does not work, go to the 2nd or a next.
http://download.bleepingcomputer.com/grinler/rkill.scr  {link 2}
http://download.bleepingcomputer.com/grinler/rkill.pif   {link 3}
http://download.bleepingcomputer.com/grinler/rkill.exe    {link 4}

Double-click on the Rkill desktop icon to run the tool.
If using Vista or Windows 7 or 8, right-click on it 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.
If your antivirus program gives a prompt message, respond positive to allow RKILL to run.
If a malware-rogue gives a message regarding RKILL, proceed forward to running RKILL
IF you still have a problem running RKILL, you can download http://download.bleepingcomputer.com/grinler/iExplore.exe  or http://download.bleepingcomputer.com/grinler/eXplorer.exe , which are renamed copies of rkill.com, and try them instead.

When all done, rkill.txt log file will be on your desktop. Attach contents of Rkill.txt into a reply.

More Information about Rkill can be found at this link: http://www.bleepingcomputer.com/forums/topic308364.html

 

Step 2

Close any other opened programs ( as much as possible)   and if you have lots and lots of browser-internet pages open, close as many of them as you can.

I generally want to lighthen the load of opened windows as much as possible.

 

Now, I'd like for you to get our free tool and check for rootkits.

Restart your system, Windows, so that it is a fresh start.

Please download Malwarebytes Anti-Rootkit (MBAR)  and save it to your desktop,
from here   
http://downloads.malwarebytes.org/file/mbar

•Be sure to print out ( if possible) and follow the instructions provided on that same page.

•Doubleclick on the MBAR file you downloaded and approve the UAC prompt in Vista and newer operating systems.
•Click **OK** on the next screen, to allow the package to extract the contents of the file to its own folder, mbar.
•mbar.exe will launch automatically. On some systems, this may take a few extra seconds. Please be patient and wait for the program to open.
•After reading the Introduction, click '**Next**' if you agree.
•On the Update Database screen, click on the '**Update**' button.
•Once you see 'Success: Database was successfully updated' click on 'Next'.
•Click the '**Scan**' button.

With some infections, you may see two messages boxes.
  1.'Could not load protection driver'. Click 'OK'.
  2.'Could not load DDA driver'. Click 'Yes' to this message, to allow the driver to load after a restart. Allow the computer to restart. Continue with the rest of these instructions.

•If malware is found, do **NOT** press the Cleanup button when the scan completes. Click EXIT.
Then, please send the following logs as attachments to your reply. These logs are located in the mbar folder on your desktop where the tool extracted itself to.

mbar-log-2014-07-xx(xx-xx-xx).txt       (where xx-xx(xx-xx-xx) is the date and time of the scan)
+ also
system-log.txt

I need to have both of those files attached in your next reply.  Thanks.  **Send even if nothing is reported as detected. Always send these.**

 

 

[Maurice Naggar]

When I click the copy to clip board link I get an error message that malware bytes has stopped responding 

 

By the way and as a aside ----   the "stopped responding" can happen in Windows to any program.   Usually after a few seconds or a minute or so, that "not responding" will go away.   So this goes to say ---- do not give up if you should ever see this in future.

Patience is very good practice.

 

I sometimes suspect this might be due to some video drivers, but could not possibly prove it.

I have seen the "stopped repsonding" while you using internet browssers as well as in commercial application software from other companies.

[Munky]

I got this log from running RKILL

 

Rkill.txt

 

[Munky]

I'm still waiting for the rootkit scan to complete 

[Munky]

I ran the rootkit scan and when I restarted the laptop before the scan like you directed when it booted back up the problem evidently cleared itself up because I'm not getting the error message anymore.  I ran the rootkit scan anyway with no infections,

 

Thanks 

[Maurice Naggar]

please send the following logs as attachments to your reply. These logs are located in the \mbar folder on your desktop where the tool extracted itself to.

mbar-log-2014-07-xx(xx-xx-xx).txt       (where xx-xx(xx-xx-xx) is the date and time of the scan)
+ also
system-log.txt

I need to have both of those files attached in your next reply.  Thanks.  **Send even if nothing is reported as detected. Always send these.**

[Munky]

mbar-log-2014-07-05 (23-38-57).txtsystem-log.txt

[Maurice Naggar]

Hello Munky,

 

We can now wrap this up.  Do the following to cleanup after the tools I had you use.

Delete these

MBAR.exe

the \mbar sub-folder

FRST.exe

Frst.txt

Addition.txt

mbam-check.exe

RKILL

 

Please let me know if you have any questions or need further assistance.

[Maurice Naggar]

Since this issue is resolved I will close the thread to prevent others from posting here. If you need assistance please start your own topic and someone will be happy to assist you.