Cannot run Malwarebytes, but I can run other programs

[timkr]

Backstory

Hello guys, earlier today my dad asked me to check his laptop why his internet wasn't working, but i don't think it was that big of a deal, he was just out of range from our wifi router (the signal was very weak) and his wifi driver sometimes not detected? but i think thats because his laptop run very hot.. he does use cooling pad but its still pretty warm..

 

Specs

My dad use HP Pavillion dv3

http://www.pcworld.com/product/55495/pavilion-dv3-1075us-notebook.html

with :

Intel Core i5 CPU M 540 @ 2.53GHz

4.0GB RAM

Windows 7 Home Premium 32-bit SP1

 

I have tried run rkill.com from bleepingcomputer but there was no malware process detected, tried to run malwarebytes after rkill.com, the UAC shows up, I clicked OK and then nothing happens.. I saw someone having this trouble too in this forum, and one of the advisor said to run chameleon on program files, I only found chameleon folder within C:\ProgramFiles\Malwarebytes Folder\Chameleon

and then the advisor said the guy havent installed the lastest malwarebytes, but i did download this from the official website..

 

Well after that I decided to post the thread myself because the guy was having trouble with all of his program, I think he cannot run almost everything, but i can run usual program just fine, including rkill. but just cant run malwarebytes for some reason.. If this was my laptop or pc I would be fine trying to use suggested programs, or reinstall fresh windows.. but because this is my dad work laptop which includes so many important files, I'm afraid to damage his important files which can affect his work.. I hope you guys can help and understand my position as this is not my own laptop... im just afraid whatever is in his laptop keep tracking his transaction and other important stuff... he is currently using it atm. (I have never touched my dad laptop except him and maybe other guys from work who helped him fixed his computer, because he told me when he was having wifi problem he asked a guy to help him out)

 

oh ya, this is the thread i was reffering to https://forums.malwarebytes.org/index.php?/topic/105119-cant-runopen-malwarebytes-or-anything-else/

 

i havent tried anything else other than the first step, running rkill.

 

I am no expert with laptop / programs, so please be patient if i dont understand some stuff (and im sorry too for not understanding)

[TwinHeadedEagle]

Hello,
    
 
They call me TwinHeadedEagle around here, and I'll try to help your with your issue.
 
     
    
Before we start please read and note the following:

• We're primarily oriented on malware removal here, so you must know that some issues just cannot be solved and you must be prepared for this. Some tools we use here will remove your browser search history, so backup your important links and all the files whose loss is unacceptable.
• 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. Keep in mind that private life gets in the way too. Note that we may live in totally different time zones, what may cause some delays between answers.
• 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 More reply options button, that gives you Upload Files option below which you can use to attach your reports. Always attach reports from all tools.
• Always execute my instructions in given order. If for some reason you cannot completely follow one instruction, inform me about that.
• 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 not covered in my instructions 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.
 
 

---

 
Please download Farbar Recovery Scan Tool and save it to your desktop.
 
Note: You need to run the version compatibale 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 to run it. When the tool opens click Yes to disclaimer.
• Press Scan button.
• It will make a log (FRST.txt) in the same directory the tool is run. Please attach it to your reply.
• The first time the tool is run, it makes also another log (Addition.txt). Please attach it to your reply.

[timkr]

thank you for fast reply!

here is farbar scan result

Addition.txt

FRST.txt

[TwinHeadedEagle]

Scan with ZOEK
 
Please download ZOEK by Smeenk and save it to your desktop (preferred version is the *.exe one)
Temporary disable your AntiVirus and AntiSpyware protection - instructions here.

• Right-click on icon and select Run as Administrator to start the tool.
• Wait patiently until the main console will appear, it may take a minute or two.
• In the main box please paste in the following script:
  

  createsrpoint;autoclean;emptyalltemp;ipconfig /flushdns;b

• Make sure that Scan All Users option is checked.
• Push Run Script and wait patiently. The scan may take a couple of minutes.
• When the scan completes, a zoek-results logfile should open in notepad.
• If a reboot is needed, it will be opened after it. You may also find it at your main drive (usually C:\ drive)

Post its content into your next reply.

[timkr]

thanks again for quick reply!

here is the zoek log,

 

a little note tho.. i am really sorry.. i didnt check the laptop battery before running the program, so the laptop shut down in the middle of the scan and then resume after i plugged in the charger.. sorry... i am really dumb, should i do a re scan? or just keep it as is

zoek-results.log

[TwinHeadedEagle]

It is fine.
 
 
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.

[timkr]

sadly i cant still open malwarebytes , does malwarebytes have conflict with some antivirus? i think my dad laptop use ESET

[TwinHeadedEagle]

He uses outdated ESET NOD32 Antivirus 4.0.

 

Latest version is 8.xxx

 

You need to update it.

[timkr]

ok i will update and retry installing mbam?

[TwinHeadedEagle]

Correct.

[timkr]

theres something on the "key" (registry key? i dont know )

 

when i uninstall eset this message shows too, and after i re download from eset website (trial) this happens.. what should i do?

[TwinHeadedEagle]

Try with ESET Uninstaller

 

http://kb.eset.com/esetkb/index?page=content&id=SOLN2289

[timkr]

okay i can install ESET 8 after running the ESET uninstaller, but seems like the program itself detect another Antivirus (?) says number 2. SEP, which i googled and Symantec Antivirus Software shows up.. but i tried to find Symantec Antivirus in add / remove programs couldnt find it.. maybe the program uninstalled incorrectly?

 

and also i find McAfee Security Scan Plus in add or remove program aand SMADAV (indonesian antivirus) shortcut in the desktop i dont know how much antivirus have my dad install or someone installed for him but i know its really bad to have multiple antivirus at once soo i think one of the antivirus is conflicting with malwarebytes

 

and yes, malwarebytes still cannot be opened! after installing ESET 8, i run mbam-cleaner again and then reinstalling mbam with mbam-setup (i disabled internet connection in my dad laptop)

[TwinHeadedEagle]

What exactly happens when you try to install MalwareBytes?
 
 
Fix with AdwCleaner
 
Please download AdwCleaner by Xplode and save the file to your Desktop.

• Right-click on icon and select Run as Administrator to start the tool.
• Wait until the database is updated.
• Accept the Terms of use and click Scan.
• When finished, please click Clean.
• Upon completion, click Report. A log (AdwCleaner[s*].txt) will open.

Please upload report in your reply.
 
Note: Reports will be saved in your system partition, usually at C:\Adwcleaner

[timkr]

nothing really "happens" during malwarebytes instalation, just as if theres nothing wrong with the computer.. i think its just a conflict with some outdated antivirus.. maybe

 

okay heres adware log

AdwCleanerR0.txt

AdwCleanerS0.txt

[TwinHeadedEagle]

What is the meaning of "nothing really happens"?
 
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.

[timkr]

by "nothing really happens" i mean its just like when you install malwarebytes on a normal computer, you select path, agreement and then installing progress with the green bar and then when it finishes it asks you to use free premium malwarebytes and launch malwarebytes checkboxes. it does all that but the program wont launch

 

i will do farbar scan within 6 hours from now because my dad was using computer and now he went to sleep.. (he locks his door when he sleep), i forgot to ask him his laptop..

[timkr]

sorry for taking too long, heres the log

Addition.txt

FRST.txt

[TwinHeadedEagle]

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 attach 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

[timkr]

hello, heres the logs, a little note tho after i run ESET service program my dad laptop suddenly run very slowly, i checked task manager and CPU Usage is 100% - 98%.. does this mean windows updating? i thought it was because ESET 8 Antivirus is updating but after i cancel the update the CPU usage still high

SvcRepair.log

Fixlog.txt

[timkr]

nevermind, laptop run normal now (cpu usage not above 50%) maybe it was ESET scanning or the ESET Service program working

[TwinHeadedEagle]

We need to use Task Manager:

• Press the + R on your keyboard at the same time. Type taskmgr and click OK.
• Click View --> Select Columns, check PID (Process Identifier) and click OK.
• Now, give me the PID from svchost.exe that uses the most memory.

Now we will use Command Prompt:

• Press the + R on your keyboard at the same time. Type cmd and click OK.
• Copy this command into Command Prompt

• tasklist /svc /fi "imagename eq svchost.exe" >%userprofile%\Desktop\results.txt

• Press Enter
• You should find results.txt file on your Desktop.
• Please upload it in your next reply.

[timkr]

svchost.exe is not using that much usage anymore, now the highest is 61.048K Memory, with PID of 1064

 

I can't seem to run the command in command prompt, even after I run with administrator

[TwinHeadedEagle]

Okay, let's use FRST again:
 
 

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.

[timkr]

thank you for quick replies! okay heres the farbar log

Addition.txt

FRST.txt