POP-UP BOX STATES NON-MALWARE DETECTED

[sweetthing]

Hello, this is happening every single day, has been for months and it is driving me mad.  If it was a free version okay, but it isn't, I have paid for the premium version and feel I should be getting more support than I am.  This is what is happening,  Malwarebytes box pops up and states that a scan has been run and non-malware has been detected, it states click here.  I click the box and the Malwarebytes large screen pops up with a list of pup's. It asks you to click the little boxes to quarantine them.  As soon as I click the quarantine box everything freezes up.  I have to close down the programme via Task Manager to get out of it.  I then click on Malwarebytes and bring the page up again, click history and there is nothing there.

 

What on earth is the matter with Malwarebytes, am I protected or not.

 

I have uninstalled the programme lots of time and re-installed it to no avail. It just freezes up every single time.

 

I do not want to have to be taking screen shots, diagnostic tests etc. etc. to send off for checking, I just want the darned thing to work, it used to work fine a long time ago.  Am I protected. 

[KenW]

Just a guess, did you try checking boxes of only one pup at a time. The last time I got a warning, there was only one and no problem cleaning.

[sweetthing]

Thank you for your reply.

 

 I cannot do anything, I click the balloon that says non-malware detected and the malwarebytes large box pops up with all the non-malware listed, asking me to quarantine or delete, I click on delete  it greys out and states Mozilla Firefox not responding.   It freezes everything up and  I have to close my laptop down, re-start it, bring back up Malwarebytes screen, click on history and there is nothing showing whatsoever, no non-malware list, nothing.

 

It is driving me mad.

[1PW]

I do not want to have to be taking screen shots, diagnostic tests etc. etc. to send off for checking, I just want the darned thing to work, it used to work fine a long time ago.  Am I protected.

Hello sweetthing:

We understand your frustration and unfortunately that is exactly how the root cause will be found, then mitigated and your defense arsenal improved.

I recommend following the advice from the topic: Available Assistance for Possibly Infected Computers and have one of the Malware Removal Experts assist you with your issue.

If, as recommended, you do open a topic in Malware Removal Help, please make reference to this thread.

If you would like to get off to a very fast start, the Malware Removal Experts would appreciate it if you would also Copy and Paste (not attach) both the FRST.txt and the Addition.txt output diagnostic reports from only Log Set 1 into your new topic.

Thank you.

[sweetthing]

I am a 72 year old pensioner who can use her computer okay, I can also manage to sort a lot of things out bu going on the web but what you are asking me to do now is totally above my head i.e.FRST.txt  and Addition.txt.  What is that all about.

 

All I want is for the programme I paid for to work correctly.

[Firefox]

By your description above is sounds as if you are using an older version of Malwarebytes, do you by chance know what version you are using?

 

Lets make sure you have the latest version installed first by following the instructions below...

Let's try this first.... (if we have to get the frst logs, we will tackle that later)

• Please uninstall your current version of MBAM and reinstall the latest build - MBAM Clean Removal Process for version 2x
• If that does not correct the issue, then Please read the following and in your next reply ATTACH the 3 requested logs - Diagnostic Logs

  (the three files should be CheckResults.txt, FRST.txt and Addition.txt)

• NOTE: There is an FAQ section with valuable information located here - Common Questions, Issues, and their Solutions

Thank You,

Firefox

[sweetthing]

 I can uninstall Malwarebytes no problem but when I re-install it what do I have to do.  Do I have to enter my registration key etc.

 

The version I have got states     v2015.01.25.07

[daledoc1]

Hi:
 

I can uninstall Malwarebytes no problem but when I re-install it what do I have to do.  Do I have to enter my registration key etc.

You just need to follow the detailed, stepwise instructions here: MBAM Clean Removal Process 2x.
It looks harder than it is.
It might be helpful to print out the instructions beforehand.
After running the removal tool and restarting the computer, you may or may not be prompted to "activate" the program with your license ID and key after you reinstall. (IOW, the removal tool MAY delete the license ID and Key from the computer.)

To be safe, as recommended in the pinned topic here, it is suggested that one have that information on-hand before starting the upgrade process.

If you do not have that information from the original purchase email, the following explains how to locate it: How do I obtain my license key or confirmation email?

 

There is additional information here, with video tutorials:
How do I install Malwarebytes Anti-Malware?
How do I activate Malwarebytes Anti-Malware?

 

The version I have got states     v2015.01.25.07

 
That is the DATABASE version number, which changes 10-20 times per day.
Firefox was suggesting that you update to the current PROGRAM version, which is 2.0.4.1028.

 

I hope this helps,

[sweetthing]

Thank you.  I have found out what the problem was.  I went through all the programmmes I had installed on the laptop before the problem started.  I then looked at all the programmes that had been installed after the problem started  and I found a programme that I had NOT installed myself, it was Dell PC Doctor.  I checked online to see what it was all about and they called it Bloatware. So I uninstalled it and now everything is working fine.So it just goes to show, if I had done everything I was told to do it could have made matters much worse as the problem was not with Malwarebytes but with the computer manufacturer themselves. How Dell PC Doctor installed itselfon my computer baffles me, it must have come with someautomatic update programme.

[Firefox]

Glad you figured it out, Dell PC Doctor comes pre-bundled with a dell computer....

[sweetthing]

It was not there when I purchased the laptop in 2012, it only installed itself in 2014 and I didn't notice until I started checking the installed programmes.Anyway tha nk you very much.

[Firefox]

Your welcome, did you by chance run and Dell software to check for updates? That could have installed it.

Either way, glad you got it sorted out.