Issues connecting or updating MBAM

[Sue_2014]

Hello.  I just bought the Premium version for 2 computers (on Cyber Monday).  When I downloaded and added the key, a box popped up saying I had to "be connected to the internet...."  (How silly, when I was already connected.  I ran the "update now" and it worked fine a moment before.) 

 

Anyone know why it thinks I'm not connected to the internet when I try to validate (even though I get the green check marked box that the key was correct ?  (Not sure it matters but when I paid for the program I was taken to Cleverbridge to pay.  They sent me one Key and say it's good for 2 computers although I've only tried on one so far.)

 

Thanks in advance!

Sue

[daledoc1]

Hello and , @Sue_2014:

Hello.  I just bought the Premium version for 2 computers (on Cyber Monday).  When I downloaded and added the key, a box popped up saying I had to "be connected to the internet...."  (How silly, when I was already connected.  I ran the "update now" and it worked fine a moment before.) 

 

Anyone know why it thinks I'm not connected to the internet when I try to validate (even though I get the green check marked box that the key was correct ?  (Not sure it matters but when I paid for the program I was taken to Cleverbridge to pay.  They sent me one Key and say it's good for 2 computers although I've only tried on one so far.)

 

Thanks in advance!

Sue

 

First, please check your computer's system date and time (a wrong setting can be a cause of the error message you report).

 

If that doesn't explain or resolve the issue, please try rebooting the computer.

 

If that doesn't resolve it, please post back and we'll go from there.

 

Thanks,

 

P.S. The forum mod team might split off your post into its own, separate thread. This thread is old, cluttered and full of reports about unrelated problems. We can better assist you in your own thread. No worries, though.

[Sue_2014]

I have the 3 lists and will attach them here.

CheckResults.txt

Addition.txt

FRST.txt

[daledoc1]

Hi:
 
Thanks for the logs.
 
I know you said that you tried a system reboot, but your CheckResults.txt log suggests that one is still needed to complete the MBAM install:

Pending File Rename Operations:
================================
If any Malwarebytes Anti-Malware items are listed below, the user must reboot to complete a Malwarebytes Anti-Malware upgrade installation.
Pending File Rename Operations:
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Session Manager\
    PendingFileRenameOperations    REG_MULTI_SZ    \??\C:\Program Files (x86)\Malwarebytes Anti-Malware\mbamext.dll.old

 
So, that *might* (or might not) resolve the issue.
 
Having said that, at least one important Windows service is not running properly:
 

Potential issues:
==============================

TermService Start is set to: (Disabled)         <-- TERMSERVICE SHOULD NOT BE DISABLED

 
And there are other log entries that are worrisome:
 

Internet Explorer:
==================
HKLM\SOFTWARE\Policies\Microsoft\Internet Explorer: Restriction <======= ATTENTION
HKU\S-1-5-21-908861490-4079050010-2923425942-1002\SOFTWARE\Policies\Microsoft\Internet Explorer: Restriction <======= ATTENTION

 
These suggest the possibility of current or past infection or damage therefrom.
 
I would suggest heading over to the malware removal section for some free, expert help with a deeper look at the system.
I suggest that you first please read the advice in this pinned topic: Available Assistance For Possibly Infected Computers.
It explains the options for free, expert help >>AND<< the suggested, preliminary steps to expedite the process.

 

>>As you have already run the preliminary tools, you'll then just need to start a new, separate post in the malware removal section, attaching those same logs to that new post.

A malware analyst will assist you with looking into your issue - the helper will guide you through scanning, cleanup and repair.

The helper will also assist you with getting MBAM up and running.

Thanks,

[Sue_2014]

Thanks daledoc1, I had just logged out and ready to call it a night when I saw one last email from you, so I came back !

 

I'll do another reboot.

 

What is TermService, (how could it be disabled if it should not be?)  and how do I enable it?

 

What is that Internet Explorer Restriction thing?

 

Is my case odd or have you seen these types of issues before? 

 

I'll come back tomorrow to go to the other links you have provided.  I'm done in for today.

 

Thanks again,

Sue

[daledoc1]

Hi:

 

Yes, computer chores can be exhausting.

 

All you need to do is read this pinned topic (it explains how the malware diagnosis/cleanup process works): Available Assistance For Possibly Infected Computers.

 

Then, please just start a new post in the malware removal section >>HERE<<, attaching your same 3 logs to that new post.

 

Then, please just wait for a helper to pick up your post. The helper will walk you through it all, step by step.

There's no rush, so feel free to post there whenever you are ready.

 

Cheers,

[Sue_2014]

Good morning,

 

I went to the other threads you mentioned and attached the new lists.   Meanwhile, as I was reading other posts on this very topic (the pop-up that states we "must be connected to the internet", I noticed that someone suggested to restore IE to default settings and I wonder if I should do that? 

 

For now though, I'll just wait until someone responds to my new thread over there.

 

Happy Holidays!

Sue

[Firefox]

No, self medicating now is not recommended.  Now that you have posted in the other section, no help can be given here until you are given the all clear.

 

Wait for one of the experts to pickup your topic.

 

Thanks

[daledoc1]

Hi:

 

Problems that sound "the same" often have very different causes and solutions. A "fix" for one computer could break another.

 

So, yes, while there are some modifications to IE noted in your diagnostic logs, it would be best to wait for one of the trained, expert helpers to assist you.

 

Please be patient and do not "bump" that post in the malware removal section.

Doing so could lead to inadvertent delay getting assistance.

 

Thanks!

[daledoc1]

Hi, Sue:

 

I see that there has been some confusion, as a result of working here in 2 separate threads and a new post (that I asked you to create, based on your diagnostic logs) in the malware removal section.

I made matters worse by replying in the "wrong" thread here, too.

 

You certainly may wish to log a ticket at the help desk, as Twin suggested.

 

However, I have asked our forum root Admin, @AdvancedSetup, to pop by.

He can both straighten out the confusion and assist you with your problems.

 

So, if you wish to wait for his help, please be patient. 

If you prefer instead to work via email with the Help Desk, then you may wish to follow the advice provided by Twin.

 

It's up to you.

 

I apologize for the confusion and thank you for your patience,

[Sue_2014]

I  opened a support ticket at the help desk per TwinHeadedEagle's suggestion in the other thread, not seeing or knowing that daledoc1 asked for root admin's help.

 

I apologize for all the confusion and having used different threads for my questions.

 

Will patiently wait for help desk support.  For the time being I'll just run manual scans since that seems to work fine

 

Thanks again to all who responded.  Happy Holidays!

 

Sue