malwarebytes anti-malware premium won't run

[making]

I installed malwarebytes anti-malware premium a few days ago and it froze in pre-scan operation mode, making it impossible to exit the software. I tried uninstalling and re-installing, as per instructions from the MBAM team, but that didn't fix it. After running the Farbar Recovery Scan tool I posted the FRST.txt and Addition.txt files and was told my computer is probably infected, so now I'm looking for help in this forum. Malcolm.

[Psychotic]

Hi there,
my name is Marius and I will assist you with your malware related problems.

Before we move on, please read the following points carefully.

• First, read my instructions completely. If there is anything that you do not understand kindly ask before proceeding.
• 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 your problem.
• Do not run any other scans without instruction or add/remove software unless I tell you to do so. This would change the output of our tools and could be confusing for me.
• Post all logfiles as a reply rather than as an attachment unless I specifically ask you. If you can not post all logfiles in one reply, feel free to use more posts.
• If I don't hear from you within 3 days from this initial or any subsequent post, then this thread will be closed.
• Stay with me. I will give you some advice about prevention after the cleanup process. Absence of symptoms does not always mean the computer is clean.
• My first language is not english. So please do not use slang or idioms. It could be hard for me to read. Thanks for your understanding.

 

 

Please post up the FRST logs in here

[making]

Hi Marius,

 

Thanks for your offer to help. I'm not sure what you mean by post all files as a reply rather than an attachment. When I copy the files on the desktop it won't let me paste them into this reply so I have attached them.

 

Thank you,

Malcolm.

FRST.txt

Addition.txt

CheckResults.txt

[Psychotic]

The addition.txt is incomplete, please run FRST, place a checkmark next to "addition.txt", hit scan and post the logs.

[making]

Hi Marius,

 

Every time I run the scan I'm told the Addition file is incomplete. Anyway, I've just run it again.

 

Cheers,

Malcolm.

Addition.txt

[Psychotic]

Nothing to see here.

 

Scan with ESET Online Scan

Please go to here to run the online 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.

[making]

Here is the result of the ESET scan.

ESET scan.txt

[Psychotic]

Use the Windows Error Checking utility (Check Disk), with the options to fix file system errors and scan the disk surface for errors, attempt recovery of data and repair the disk:

• Click the "Windows Orb" Start button, then click Computer.
• Right-click on the drive that you wish to check > Properties > Tools tab
• In the "Error checking" section, click on Check now.
• Place a checkmark in both boxes > Start.
• If the disk you have chosen is the Windows system disk:
• A message will notify you that a restart is necessary ask "Do you want to check for hard disk errors the next time you start your computer?".
• Click Schedule disk check > OK and close all windows.
• Re-start the computer. The disk will be checked when the system boots.
• This will take some time to run and at times may appear stalled but just let it run.
• When the disk check is complete, the system will re-start automatically and load Windows.
  

A log of the disk check is recorded only if the scheduled re-start is used, and only for drives on the same HDD as the Operating System.
To open Event Viewer and view the log:

• Click the "Windows Orb" Start button -> type "eventvwr" without the quotes -> press the key.
• The Event Viewer window will open.
• In the left pane, expand "Windows Logs" and then click on Application.
• In the right pane, at the top, click on the column heading Source to sort the list alphabetically.
• Look in the Source column for "Wininit", with an entry corresponding to the date and time of the disk check.
• Click on that Wininit entry to select it.
• On the top main menu, click Action > Copy > Copy Details as Text.
• Paste the contents into your next reply.
  

 

 

 

System File Check

For Windows XP:

• Press the Windows- and the R-key simultanously.
• Within the text box that jus opened, write cmd and hit Enter.
  

For Windows Vista/7:

• Press the Windows key to open the start menu.
• Don´t highlight anything, just write cmd.
• The start menu will offer you an entry named cmd.
• Right click it and select "run as administrator"
  

Within the opening window, write the following:

sfc /scannow

(See the blank within).

• Hit enter. Your system will be checked for damaged system files.
• Tell me the result of that scan in here (as the tool produces no log).
  

[making]

Hi Marius,

 

Here is the Windows log. The system file check did not reveal anything ( "integrity of all protected system files: no repair operation performed"; "integrity of the referenced files.....with full path: no repair operation performed").

 

Cheers,

Malcolm.

Windows log 10th Sept 2014.txt

[Psychotic]

Please followm these instructions to completely remove MBAM.

When finished, reinstall it:

 

 

Full System Scan with Malwarebytes Antimalware

• 
  If not existing, please download

Malwarebytes Anti-Malware to your desktop. Double-click the downloaded setup file and follow the prompts to install the program. At the end, be sure a checkmark is placed next to the following:

• Launch Malwarebytes Anti-Malware
• A 14 day trial of the Premium features is pre-selected. You may deselect this if you wish, and it will not diminish the scanning and removal capabilities of the program.

[*]Click Finish.

If the program is already installed:

• Run Malwarebytes Antimalware
• On the Dashboard, click the 'Update Now >>' link
• After the update completes, click the 'Scan Now >>' button.
• Or, on the Dashboard, click the Scan Now >> button.
• If an update is available, click the Update Now button.
• A Threat Scan will begin.
• When the scan is complete, if there have been detections, click Apply Actions to allow MBAM to clean what was detected.
• In most cases, a restart will be required.
• Wait for the prompt to restart the computer to appear, then click on Yes.
  

• After the restart once you are back at your desktop, open MBAM once more.
• 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.
  

[making]

Well, I did all that. This is the third time I have used the removal tool and then reinstalled the MBAM. Same result. It still freezes and will not allow the scan to be cancelled. I did not set up any exclusions with the Norton 360 (I do not know how to) but I did try a scan a while ago with the Norton anti-virus and the firewall disabled but it did not have any effect. I am seriously thinking of trying the System Recovery option. This is a Toshiba Qosmio F60 laptop and has the option of doing System Recovery via the hard drive or the recovery media I created when I bought the computer. Maybe then we can get on with our lives. What do you think?

[Psychotic]

I would do this as my very last option, to be honest.

 

Please follow these instructions to perform a repair installation of Windows 7.

The system files will be refreshed but your personal data will not be harmed.

[AdvancedSetup]

Due to the lack of feedback this topic is closed to prevent others from posting here. If you need this topic reopened, please send a Private Message to any one of the moderating team members. Please include a link to this thread with your request. This applies only to the originator of this thread.

Other members who need assistance please start your own topic in a new thread. Thanks!