Malwarebytes unable to update and auto disables protection

[drc_nc]

I noticed today that Malwarebytes Anit-Malware Premium icon was not showing under Windows' notification icon area.  I opened Malwarebytes from the desktop and the dashboard shows Database Version as "Unable to access update server" and the Real-Time Protection is stating "No protection". I clicked on Fix Now and Update Now, but nothing happened.

 

Under Settings, I found both the Malware Protection and Malicious Website Protection were both Disabled, so I clicked Enabled for both.  I also notice that under Detection Options the Scan for rootkits was not marked, so I marked it as well.  I went back to the Dashboard and clicked Fix Now and Update Now, but still nothing.  I rebooted and opened Malwarebytes after rebooting.  Under Settings, both Malware Protection and Malicious Website Protection fields were Disabled again, so I changed back to Enabled and the Scan for rootkits was not checked under Detection Options, so I checked it again.

 

How do I resolve?  I am unable to paste the two scan results from Farbar, so I am attaching.

 

Thank you,

Dale

 

 

FRST.txt

Addition.txt

[TwinHeadedEagle]

Hello,
    
 
They call me TwinHeadedEagle around here, and I'll be working with you.
 
     
    
Before we start please read and note the following:

• Limit your internet access to posting here, some infections just wait to steal typed-in passwords.
• Please be patient. I know it is frustrating when your PC isn't working properly, but malware removal takes time.
• Don't run any scripts or tools on your own, unsupervised usage may cause more harm than good.
• Do not paste the logs in your posts, attachments make my work easier. There is a Upload Files option below which you can use to attach your reports. Always attach reports from all tools.
• Stay with me to the end, the absence of symptoms doesn't mean that your machine is fully operational.
• Note that we may live in totally different time zones, what may cause some delays between answers.
• Do not ask for help for your business PC. Companies are making revenue via computers, so it is good thing to pay someone to repair it.
• If I don't hear from you within 3 days from this initial or any subsequent post, then this thread will be closed.

I can't foresee everything, so if anything unexpected happens, please stop and inform me!
There are no silly questions. Never be afraid to ask if in doubt!
 
 
 
  Rules and policies
 
We won't support any piracy.
That being told, if any evidence of illegal OS, software, cracks/keygens or any other will be revealed, any further assistance will be suspended. If you are aware that there is this kind of stuff on your machine, remove it before proceeding!
The same applies to any use of P2P software: uTorrent, BitTorrent, Vuze, Kazaa, Ares... We don't provide any help for P2P, except for their removal. All P2P software has to be uninstalled or at least fully disabled before proceeding!
 
Failure to follow these guidelines will result with closing your topic and withdrawning any assistance.
 
 
 
Let's try to reinstall MalwareBytes:
 
 
 

Uninstall outdated Malwarebytes' Anti-Malware
 
Please download MBAM-clean and save it to your desktop.

• Right-click on mbam-clean.exe icon and select Run as Administrator to start the tool.
• It will ask you to reboot the machine - please do so.

After that follow my next instructions to download & install the newset MBAM version.
 
 
 
Scan with Malwarebytes' Anti-Malware
 
Please download Malwarebytes Anti-Malware and save it to your desktop.

• Install the progam and select update.
• Once updated, click the Settings tab, in the left panel choose Detctions & protection and tick Scan for rootkits.
• Click the Scan tab, choose Threat Scan is checked and click Scan Now.
• If threats are detected, click the Apply Actions button. You will now be prompted to reboot. Click Yes.
• Upon completion of the scan (or after the reboot), click the History tab.
• Click Application Logs and double-click the Scan Log.
• At the bottom click Export and choose Text file.

Save the file to your desktop and include its content in your next reply.

[drc_nc]

Thank you for responding.

 

I was able to uninstall the premium Malwarebytes and install the free one.  Upon opening, the software would still not allow it to be updated to the latest version, but I was able to perform the other steps and the scan did find two issues and I did Apply Actions as suggested which did require a reboot of my computer.  Attached is the scan log.

 

After the reboot, I did reopen Malwarebytes and the software did update to the latest version on its own suggesting one or both of the threats were the issue with Malwarebytes not working.  I did not perform another scan.  I will wait for your next steps. Unfortunately, I did log into my bank last night (very stupid now that I think about it).  Can you tell me if the type of threats found are types that give userid and pw to the owners of the threats?  I can change the pw, but will not do so until you have confirmed that I do not need to do any additional steps and that you believe my computer is clean.

 

Also, when this issue is resolved, will you be able to give me steps on how to change the free Malwarebytes to the premium that I originally had?

 

Thank you for your help!

Scan 09142014.txt

[drc_nc]

TwinHeadedEagle,

I also have another potential issue.  I just rebooted my computer and Windows 8 did not load properly.  I have mine start in the "old fashion" format with the start icon and desktop.  Upon boot, none of the desktop icons were present and IE would not launch.  I was able to force shutoff.  Upon reboot, the computer loaded everything okay, but I have to believe there is/are still issues present.

 

 

Thank you.

[drc_nc]

Actually, there is still an issue.  I just happened to open free Malwarebytes and it again states No Protection under the Real-Time Protection part of the Dashboard.  The, under Settings>Detection and Protection, both Malware Protection and Malicious Website Protection were marked as Disabled.  Related to the Original Scan that I sent you, I still have not told the software to remove/delete the two threats, but the software supposedly has them quarantined. 

[drc_nc]

Also, under History, the logs are no longer there and the two threats are no longer listed under Quarantined.  By shutting down my computer after sending you my original response, are the threats able to become "unquarantined" and begin working again (ie, Malwarebytes needs to be removed and redownloaded, then scan again)?

[TwinHeadedEagle]

Okay, let's first see if there is infection present.
 
 
 
Scan with Farbar Recovery Scan Tool
 
Please re-run Farbar Recovery Scan Tool to give me a fresh look at your system.

• Right-click on icon and select Run as Administrator to start the tool.
  (XP users click run after receipt of Windows Security Warning - Open File).
• Make sure that Addition option is checked.
• Press Scan button and wait.
• The tool will produce two logfiles on your desktop: FRST.txt and Addition.txt.

Please include their content into your next reply.

[drc_nc]

Please find both logs attached.  Thank you for the continued help.

FRST.txt

Addition.txt

[TwinHeadedEagle]

Let's perform more procedures:
 
 
 
Fix with Farbar Recovery Scan Tool
 

This fix was created for this user for use on that particular machine.
Running it on another one may cause damage and render the system unstable.

 
Download attached fixlist.txt file and save it to the Desktop:
 
Both files, FRST and fixlist.txt have to be in the same location or the fix will not work!

• Right-click on icon and select Run as Administrator to start the tool.
  (XP users click run after receipt of Windows Security Warning - Open File).
• Press the Fix button just once and wait.
• If for some reason the tool needs a restart, please make sure you let the system restart normally. After that let the tool complete its run.
• When finished FRST will generate a log on the Desktop, called Fixlog.txt.

Please post it to your reply.



Fix with ESET Services Repair

Please download Services Repair by ESET and save it to your desktop.

• Right-click on icon and select Run as Administrator to start the tool.
• If security notifications appear, click Continue or Run.
• Accept the prompt about restoring services.
• Once the tool has finished, you will be prompted to restart your computer. Click Yes to restart.
• A log will be saved in the CCSupport folder the tool created on your desktop.

Please include that logfile in your next reply.

fixlist.txt

[drc_nc]

Unfortunately, there was no link to the "amended" Farbar Recovery Tool.  The fixlist.txt is in bold and black, but when I put my cursor over it, there is no ability to save or download.  The second phase (the ESET) is available for saving/downloading.  Thank you.

[TwinHeadedEagle]

Sorry, I attached Fixlist.txt

[drc_nc]

Still nothing to enable me to save/download.

[TwinHeadedEagle]

Did you try different browser?

[drc_nc]

Firefox worked, so thank you for the suggestion.

 

Attached are the two reports.

Fixlog.txt

SvcRepair.log

[TwinHeadedEagle]

Good, how is your PC now?

[drc_nc]

Malwarebytes still is not working.  I am still getting the same messages/issues:

 

1) Cannot update to latest version (I just tried to click on update now, but get the same message that it is unable to access the server)

2) Protection is turned off

[TwinHeadedEagle]

Please read this message and follow steps from there:

 

 

https://forums.malwarebytes.org/index.php?/topic/152464-unable-to-access-update-server/#entry852271

[drc_nc]

I only use Windows Defender/Firewall and MBAM.  I added the paths to both Windows Defender and under Windows Firewall Advanced Security, I added rules to add to both Inbound and Outbound the paths specified (the instructions in the post did not specify which area nor instructions on exactly how to perform, so I attempted to cover both Defender and Firewall).  I do admit though that adding rules to the Inbound/Outbound of the Firewall does look strange in the list that is already there, but since the write up specifies Firewall, I was not sure if the write up meant Defender or Firewall.

 

Nothing changed after doing those steps.

 

I then turned off both Windows Defender and Windows Firewall just to see what happens. Disabling both did not allow MBAM to work (ie, still states that it is unable to access the update server and the Real-Time protection is still showing as no protection). 

 

By the way, sometimes after opening MBAM, it will close on its own.

 

When you first started with me, you had me remove MBAM Premium by using the MBAM-Clean program, then download the free version, update if outdated (the software would not update), then scan.  When I did scan, it found two Trojans (I believe both were Trojans). Once MBAM found those, the software was able to update and Real-Time protection was okay.  I did NOT remove them though as they were both in quarantine.  When I rebooted, MBAM was doing the same thing as when I first contacted you and the two were not found under Quarantined and the log was gone.  Shouldn't I attempt those first steps again (and if it works/does find problems, then remove them before rebooting)?

 

Thank you.

[CWilliams]

Customer has submitted a Support Ticket. This topic will be closed.

[CWilliams]

Closing topic.

[AdvancedSetup]

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.