jenhoss Posted March 27, 2016 ID:1029152 Share Posted March 27, 2016 I'm running Windows 8.1 and after the computer restarted after the update I have been unable to do anything. It freezes. I can't even shut down properly I have to hold the power key down. After the reboot it took me 4 or 5 attempts of rebooting to even be able to log in. I cannot open anything. Not even task manager Link to post Share on other sites More sharing options...
daledoc1 Posted March 27, 2016 ID:1029154 Share Posted March 27, 2016 Hello and : Let's try this first. 1. Please carefully follow all the steps in this pinned topic to reinstall the latest build: MBAM Clean Removal Process 2x Be sure to reboot when prompted by the removal tool. It won't hurt to reboot again after the reinstall. 2. If that does not resolve your issue, please read the following and attach to your next reply the 3 requested logs - Diagnostic Logs (the 3 logs are: FRST.txt, Addition.txt and CheckResults.txt) Thank you, Link to post Share on other sites More sharing options...
jenhoss Posted March 27, 2016 Author ID:1029155 Share Posted March 27, 2016 I can't open it to uninstall and I cannot get to any logs nor can I open a browser to attach to a reply. I literally cannot do anything. If I try to open something the computer completely freezes. I'm on my iPad trying to troubleshoot. After 15-20 reboots I was finally able to access the backup and recovery program for my computer and am hoping that fixes it but now I'm scared to reinstall the update if it does work. Link to post Share on other sites More sharing options...
daledoc1 Posted March 27, 2016 ID:1029156 Share Posted March 27, 2016 Can you get into Safe Mode with Networking? Or have you been able to roll back (System Restore) to a point before the upgrade? P.S. I know this is cold comfort at the moment, but this was only a minor patch build upgrade. I suspect something else is going on to cause this severe issue. But we will help you to get it sorted. Link to post Share on other sites More sharing options...
jenhoss Posted March 27, 2016 Author ID:1029165 Share Posted March 27, 2016 How can I get it to safe mode. The only way I've done it before is when the option pops up. Link to post Share on other sites More sharing options...
daledoc1 Posted March 27, 2016 ID:1029169 Share Posted March 27, 2016 Quote I was finally able to access the backup and recovery program for my computer and am hoping that fixes it Were you able to complete the repair, or can you try a System Restore? Here is how to do that in Windows 8/8.1: System Restore - How to Do in Windows 8 If not, here is how to access Safe Mode in Windows 8.1: How to Start Windows 8 and 8.1 in Safe Mode Thank you P.S. >>I am NOT saying that you are infected. However, this particular sub-forum is not designed for deep diagnostic and repair interventions. The forum mod team will probably move this thread to THIS OTHER FORUM area, where a trained expert will assist you, one on one, to get your computer back up and running. Link to post Share on other sites More sharing options...
jenhoss Posted March 27, 2016 Author ID:1029178 Share Posted March 27, 2016 System restore failed. Link to post Share on other sites More sharing options...
daledoc1 Posted March 27, 2016 ID:1029184 Share Posted March 27, 2016 OK, please stand by. It is Easter Sunday, so many of the Malwarebytes staff are with their families. I will see about getting you some more expert help. Thanks for your patience. Link to post Share on other sites More sharing options...
Maurice Naggar Posted March 27, 2016 ID:1029185 Share Posted March 27, 2016 Hi Jenhoss, From where did you try to begin a system restore? But first, I must ask whether you tried Safe mode and if yes, one actually gets to see Windows with a Taskbar present? Link to post Share on other sites More sharing options...
daledoc1 Posted March 27, 2016 ID:1029186 Share Posted March 27, 2016 OK, I will leave you in Maurice's expert hands. Signing off.... Link to post Share on other sites More sharing options...
jenhoss Posted March 27, 2016 Author ID:1029188 Share Posted March 27, 2016 10 minutes ago, Maurice Naggar said: Hi Jenhoss, From where did you try to begin a system restore? But first, I must ask whether you tried Safe mode and if yes, one actually gets to see Windows with a Taskbar present? The system restore I attempted was from before a 3/23 Windows update. I'm currently trying again through the dell backup and recovery. If that doesn't work I'll try safe mode to see if I can uninstall it. Link to post Share on other sites More sharing options...
Maurice Naggar Posted March 27, 2016 ID:1029189 Share Posted March 27, 2016 Please do not rush thru it. My experience has been to only ever try doing a SR only from Safe mode. Just let whatever you are doing finish, let us pause, and you tell me where it stands at that point. Lots of patience, infinite patience is called for. Link to post Share on other sites More sharing options...
jenhoss Posted March 27, 2016 Author ID:1029214 Share Posted March 27, 2016 I have the laptop rebooted in safe mode. Should I uninstall and reinstall now? Link to post Share on other sites More sharing options...
Maurice Naggar Posted March 27, 2016 ID:1029216 Share Posted March 27, 2016 No, please do not change stuff, just now. While still in there ( safe mode), can you just start the program and just do a basic Threat scan? I would like to see if it can just work there. I think we can do some bit of troubleshooting before jumping elsewhere. Link to post Share on other sites More sharing options...
jenhoss Posted March 27, 2016 Author ID:1029218 Share Posted March 27, 2016 I was able to run it. I did that before I posted back and it ran fine. Link to post Share on other sites More sharing options...
Maurice Naggar Posted March 27, 2016 ID:1029219 Share Posted March 27, 2016 OK. That is a good sign. What I would recommend is this. 1) No web surfing when we return back into normal mode. 2) set Malwarebytes Anti-Malware to not start with Windows ( for the time being. so we can do some other tests.) Start M B A M. Click Settings. Click Advanced Settings. UN_check the top 3 check-boxes so that our program does not auto-load. Close the program. Now do a Start - > Shutdown - > RESTART and let Windows do a normal start. Then have INFINITE patience and wait and see that Windows starts up ok. Let me know if that is do-able. If so, that would tell me that something else is going on. and if the reverse is the case, then it is a conflict due to some other issue. After you get the pc in regular Windows, I will need some good fresh new diagnostic reports before anything else. Thank you. Link to post Share on other sites More sharing options...
jenhoss Posted March 27, 2016 Author ID:1029223 Share Posted March 27, 2016 It's been restarting for o et 15 minutes. I'm at the desktop and the background is there but none of my icons show up. My cursor is a spinning circle over the desktop but not the taskbar Link to post Share on other sites More sharing options...
jenhoss Posted March 27, 2016 Author ID:1029224 Share Posted March 27, 2016 32 minutes and my desktop icons are there. I'm scared to try and open anything. Link to post Share on other sites More sharing options...
jenhoss Posted March 27, 2016 Author ID:1029234 Share Posted March 27, 2016 I was able to get chrome to open so I could download the necessary files for the diagnostics. they are attached Addition.txt FRST.txt CheckResults.txt Link to post Share on other sites More sharing options...
Maurice Naggar Posted March 27, 2016 ID:1029273 Share Posted March 27, 2016 Hi. Your reports look fine. I see that this pc has McAfee. So the next thing that I would urge to be done is to set some trust settings for our software & theirs in to each of the two apps. Please check the attached PDF document. Use that as a guide on how to make adjustments in the 2 programs. Let me know after that is done. The next thing I would want to do is just a simple test. I would expect that there are no issues found. Start the program by doing a RIGHT-click on the Taskbar icon and select *Open Malwarebytes Anti-Malware*. on the Dashboard, click the Update ( blue link ). click the *Scan Now >>* ( link) button. Click on the first column Threat scan* A Threat Scan will begin. When the scan is complete, Make sure to Review the results. Look over the list please. if there have been detections, if there have been detections, look over the list and insure all lines have check-marks so that they can be removed click **Remove selected** to allow MBAM to clean what was detected. In some cases, a restart will be required. Wait for the prompt to restart the computer to appear, then click on Yes. Click on the *History* tab > *Application Logs*. Double click on the scan log which shows the Date and time of the last SCAN performed. Please make sure the word SCAN is shown and also that you grab the very latest Date. the most recent Scan run. You can double click the line to get it on screen. Then use the menu at bottom of the window. Click the EXPORT button at the bottom left. Click *TEXT file* Be very aware as to what folder and what NAME you give this report. You have to make a note so you can send it. Then attach that file with your next reply. How to exclude files from VirusScan scanning.pdf Link to post Share on other sites More sharing options...
Maurice Naggar Posted March 27, 2016 ID:1029277 Share Posted March 27, 2016 You will need to start our program from the Start menu or from the desktop shortcut. Later ( after this test run) I will guide you further. One of the things left to do is to turn back on our auto-start with Windows 8.1 startup. It just seems to me at this time, that Windows had some sort of issues to work out. At some opportune time, I would suggest doing a backup for your system. + Some suggested reading and general stuff: One of the very early things you want to do is to make a Windows 8 rescue disc and store away for a rainy day See Grinler's article http://www.bleepingcomputer.com/tutorials/create-a-windows-system-repair-disc/ The other safe practice is to make backups of your system on a regular basis. How to Create a System Image in Windows 8 and 8.1http://www.eightforums.com/tutorials/8956-system-image-create-windows-8-a.html How to create a Windows system image in Windows 7 and Windows 8http://www.bleepingcomputer.com/tutorials/create-system-image-in-windows-7-8/ How to use System Image Recovery in the Windows 7 and Windows 8 Recovery Environmenthttp://www.bleepingcomputer.com/tutorials/system-image-recovery-in-windows-7-8/ Link to post Share on other sites More sharing options...
jenhoss Posted March 28, 2016 Author ID:1029344 Share Posted March 28, 2016 thank you. I've attached the scan report and turned on auto start again. Malwarebytes is still showing a "you aren't fully protected" message but when I click the "fix now" button nothing happens. scan.txt Link to post Share on other sites More sharing options...
jenhoss Posted March 28, 2016 Author ID:1029349 Share Posted March 28, 2016 here are the screen shots showing the not fully protected message Link to post Share on other sites More sharing options...
Maurice Naggar Posted March 28, 2016 ID:1029421 Share Posted March 28, 2016 Using Windows Explorer, go to this folder on your system C:\Program Files (x86)\Malwarebytes Anti-Malware\Plugins You will see a Fixdamage.exe Double click on it to start it to run. It should run fairly quickly. I would like for you to start the program. Click the Settings icon >> then Detection and Protection are the 2 protections on for Malware protection + Malicious website protection ? Click whichever one is not "ON" **slowly and wait just a bit**. They typically will get going but require some patience. Then too, sometimes after doing the above, you also need to do a Start >> Logoff >> Shutdown >> Restart. Please let me know if you have any questions or need further assistance. Link to post Share on other sites More sharing options...
jenhoss Posted March 28, 2016 Author ID:1029569 Share Posted March 28, 2016 I did the above both were turned off. I waited a while and rebooted but when I did they were both off again. I tried again and I've let them sit for over 30 minutes and it's still giving me the same not protected msg Link to post Share on other sites More sharing options...
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