Cannot Activate Software, says not connected to the internet

[HYPPS]

Hi,

 

I started a topic and was told to come here for further help:

 

https://forums.malwarebytes.org/index.php?/topic/174003-cannot-activate-software-says-not-connected-to-the-internet/#entry995733

 

I have purchased your Malwarebytes Anti-Malware Premium Licence a few days ago now, but when I try and activate the product it comes up with the following message:

 

"Activating your licence

You must be connected to the internet to activate your Malwarebytes Anti-Malware Premium license.

Please ensure that you are connected and try again."

 

I am connected to the internet, able to browse the web so the issue lies not with my internet connection but with the activating it software.

 

I have tried to uninstall/install, restart computer, checked the time settings of my computer to be correct, IE as my default browser.

 

Also want to mention that I get random blue screen errors on my windows 8.1 if its any use to finding a solution to the problem with activating malwarebytes anti-malware:

• bad_pool_header
• irql_not_less_or_equak
• kmode_exception_not_handled
• pfn_list_corrupt
• system_service_exception(tcpip.sys)

I have Kaspersky Internet Security Antivirus, the scan reveals no threats. Also Malwarebytes anti-malware opens up and I am able to run the scan. Recently it has been coming up with nothing, but when I was running the 14 day trial it was coming up with 2-5 quarantine items every day. The first time I used it was when I got a browser hijacker and was getting constant pop-ups, so when I ran the scan it revealed 150+ quarantined items, many had the same name. I built my computer 8 months ago and have only used the kaspersky internet security since day one to protect against viruses, I was not aware that it didn't protect against malware. Windows blue error screen has been increasing in regularity, but it still seems random. It comes up when I'm browsing the internet, just starting the computer, just logged in, in the middle of a game, while editing photos, I have not been able to reproduce the blue screen.

 

I came with an issue of it not letting me activate your software that I bought, ever since the browser hijacker, IE, Firefox and Chrome have been temperamental. I'm in education, I hope you can help me resolve this issue and protect my computer.

Addition.txt

CheckResults.txt

FRST.txt

[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.
• 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.
• 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.

 

 

---

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 upload it to your reply.

---

Check Disk

• Press the + R on your keyboard at the same time. Type cmd and click OK.
• Copy/Enter the command below and press Enter:

• chkdsk C: /r

• You should get a message to schedule Check Disk at next system restart. Please type Y and press Enter.
• All you should do now is to restart your PC and let the Check Disk process finish uninterrupted.

Check Disk report:

• Press the + R on your keyboard at the same time. Type eventvwr and click OK.
• In the left panel, expand Windows Logs and then click on Application.
• Now, on the right side, click on Filter Current Log.
• Under Event Sources, check only Wininit and click OK.
• Now you'll be presented with one or multiple Wininit logs.
• Click on an entry corresponding to the date and time of the disk check.
• On the top main menu, click Action > Copy > Copy Details as Text.
• Paste the contents into your next reply.

fixlist.txt

[HYPPS]

I just got BAD_POOL_HEADER blue error screen while trying to type this post. Had to start again.

 

I attached the first part. The Check disk came into a problem. Stuck at: "Scanning and repairing drive (C:):12%" then I hard restart and "Preparing automatic Repair", then "Diagnosing you PC", then blue screen "Automatic Repair Your PC did not start correctly"

I just want to mention that I have to hold down the off button to get the PC to connect to the screen as about half the time the computer starts but doesn't connect to my display. Also my Kaspersky antivirus has just been corrupted with a malfunction and I'm going to try and reinstall it.

 

Also would like to mention something called bobrowser under pc settings/search and apps/defaults/web browser and I cannot seem to find any specific information on how to remove it from there on the web. The reason I got malwarebytes is because I thought it would remove all traces of it. I got the browser hijacker after downloading some freeware which was bundled with it.

 

I've attached some screen shots to show you where I see it.

 

Also after restarting my computer, Malwarebytes Anti-Malware Home (Premium) 2.2.0.1024 displayes "Your subscription expires in less than 1 hour" even though I have only just bought my licence less than a week ago. I have also attached a screenshot for this.

 

And I have also attached a screenshot of the esurf.biz page that opens up with IE 11 every time, no matter what I've tried, it is always there. (It used to redirect to random websites but now it stays like it is)

 

As far as I am aware, I still have bobrowser traces and esurf.biz lurking every time I open IE and I get the feeling that they are somehow connected. I'm not a big tech person. Also problem with resetting IE 11

 

I have also attached some extra screenshots with some other issues I have been having, maybe it can help.

 

What next boss?

Fixlog.txt

[TwinHeadedEagle]

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 upload them into your next reply.

[HYPPS]

Here they are.

Addition.txt

FRST.txt

[TwinHeadedEagle]

PC seems clean, I am not sure what causes this.

Can you remove Kaspersky temporary? You can use this utility: https://support.kaspersky.com/common/service.aspx?el=1464

[HYPPS]

Yes I have removed and reinstalled it. 2015 Version.

[TwinHeadedEagle]

Good. How is the situation now?

[HYPPS]

I got a Blue Screen, "KMODE_EXCEPTION_NOT_HANDLED (fltmgr.sys)" just then.

 

Malwarebytes Anti-Malware Premium is running. The "your subscription in less than an hour" message had disappeared. Will let you know is this bug arises again, but so far I think the program has been activated properly. I ran both malwarebytes and Kaspersky internet security full scan. Came back clean, no threats identified/detected.

 

So under the default web-browser choice In PC settings(screenshot above) I have Internet explorer and still BoBrowser. Don't know how to remove it from there, that is the only place I see it in and when it says choose application to open this using.

 

esurf.biz(screenshot above) everytime I open Internet Explorer, is there anyway to get rid of this, resetting IE 11 settings doesn't fully reset it, changing home page, changing what opens when IE starts up doesn't get rid of it, it is persistent, and sometimes it links to other pages. So the infection is there, but its not threatening itself unless it sends me to a malicious website when I open IE one time, which is what I'm worried about.

 

So the Check Disk you don't need me to try and run that again to see if its fixed, or its not required?

 

Do I need to start a new thread or can you try and help me get rid of it? Thanks for working with me.

[TwinHeadedEagle]

Yes, please try to run Check Disk 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 and Shortcut.txt options are 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.

[HYPPS]

Here is the latest scan.

 

I will try Check Disk again right now.

Addition.txt

FRST.txt

[HYPPS]

I seem to have found the shortcuts that were causing the problem by searching of Internet Explorer and found two shortcuts.

 

C:\Users\yevgeniy riley\AppData\Roaming\Microsoft\Windows\Start Menu\Programs

C:\Users\yevgeniy riley\AppData\Roaming\Microsoft\Internet Explorer\Quick Launch

 

"C:\Program Files\Internet Explorer\iexplore.exe" "http://esurf.biz/?ssid=1443375439&a=1008083" That was filled in under Target. I found a Video online about it so decided to search for any shortcuts. I'm new to windows 8.1, was using Mac, so the last encounter with windows was windows XP, and the whole user interface takes some getting used to in Windows 8.

 

So I deleted the link in both the shortcuts and now when I search for Internet explorer and open it, it opens with the google homepage. See the screenshots if any of the other files look out of place, some have been modified in the last two days.

 

So the only thing remaining is the BoBrowser choice under the defaults.

[HYPPS]

All I did was restart my computer to run the Check Disk, which got stuck at 11% this time. I got another blue error screen this time kmode_exception_not_handled (win32k.sys)

 

Had to reinstall my Kaspersky after that as it wouldn't open. See screenshot.

 

Also the http://esurf.biz/?ssid=1443375439&a=1008083 came back after the check disk fail. So I changed the SYSTEM permissions to the shortcuts as something was changing them. Something is still in the system and is hiding well.

[AdvancedSetup]

Per your other post you are being helped on the help desk already. Please stay with the help desk and they will assist you. I will go ahead and close this topic now.

 

Thank you