Malware troubles

[Lmiller]

Ok, My husband downloaded malwarebytes pro several months back. Maybe February or march?? I'm not sure exactly. anyway for a while it worked well...then it started telling me it was out of date and could not access the database server or something along those lines. So I upgraded to 2.0   a few weeks later it did the same thing and I had to update AGAIN then just recently about a week ago I had to do it a third time, which I found quite ridiculous, But then it started working just fine again...Now I went to download windows media player yesterday because I need it for a couple online college classes I am taking and Fast Clean Pro decided it was going to download itself to my computer, My malwarebytes wont open at all or even attempt to run, chameleon tests keep saying failed to start malwarebytes and will not do anything even after running all the tests multiple times.I I uninstalled the fast clean pro but the problem is still there. all the topics I read said I needed to run Rkill or the adwclean I think it was then uninstall and reinstall malwarebytes. Problem is, I'm unable to open malwarebytes to get my license number to prove that I really do have it so that I can email customer service for the key number. It kept saying it couldn't open the webpage and would close out after I hit the "next" button, and when I went to the website to retrieve the information myself the email I used to sign up claims that I am not even registered and there is no license agreement. My husband deleted the email, I have no way to open my malwarebytes to get the license number ....I am really frustrated and could really use some help. I'd like to think I didn't pay for something I cant even use especially when I have a malicious entity on my laptop and have classes online to start next week. Does me no good when my webpages won't load or stay open. Please Help! 

[daledoc1]

Hi:
 
Welcome.
The malware may be causing some or all of your problems with running MBAM.
 
So, getting cleaned up will be the first priority.
To do that, I suggest that you please start with the advice in this pinned topic: Available Assistance For Possibly Infected Computers.
A malware analyst will guide you through the cleanup process, either in the malware removal area of the forum or at the help desk.
 
Licensing:
Your license ID/key would have been emailed to you at the time of purchase from the e-commerce partner, cleverbridge.

If you did not keep that email or a printed copy of it, you may contact cleverbridge and they can look up the license info.

The contact information is here: How do I obtain my license key or confirmation email?

If you end up having to reinstall MBAM as part of the malware cleanup process, you can always use the 14-day Trial version of the program, while you sort out the license issue.

 

Thanks,

 

[Lmiller]

ok, I finally got my license ID and key. Not sure why but the email went through this time and I had no problem.  I went to the link and clicked on the instructions and I am trying to download the malware free version like it said but its stuck in "running security scan". It's just froze at the bottom of the screen.

[daledoc1]

Hi:

 

I'm glad you got the license issue sorted out.

 

If you are infected, the malware may be causing some or all of your problems with installing or running MBAM.
So, getting cleaned up will be the first priority.
To do that, I suggest that you please start with the advice in this pinned topic: Available Assistance For Possibly Infected Computers.
A malware analyst will guide you -- for free -- through the cleanup process, either in the malware removal area of the forum or at the help desk.

 

Thanks again,

[Lmiller]

ok i couldn't do the free malware download it froze my entire system had to reboot and once it did install it refused to open. I did the farbar recovery scan like it said and I have the 2 text logs but it won't let me paste or attach them. what do I do now?

[daledoc1]

Hi:

 

Sorry you're having trouble with posting the scan logs.

Please start a NEW, SEPARATE topic in the malware removal section using this clickable button.
The malware experts there will assist you with the scans and with the malware cleanup.

Thanks for your patience and understanding,

[Lmiller]

I'm sorry I JUST NOW comprehended that I needed to post in a completely different forum....please understand i have been trying to figure this out for hours now and am a little frustrated...thank you so much for your help.

[daledoc1]

That's perfectly OK.

There's no need to  apologize.

 

Computer problems -- especially infections -- can be very nerve-wracking.

 

It looks as if you now have a new topic in the malware removal section here: https://forums.malwarebytes.org/index.php?/topic/155462-need-malware-removal-help/.

That's fine.

Please wait there for one of the expert helpers to assist you.

 

Thanks!