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Malwarebytes Antimalware has stopped working

Jurobi

By Jurobi
in Resolved Malware Removal Logs

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Jurobi

Jurobi

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Posted

Malwarebytes anti-malware premium stops working about the same time each day.  I get the notice, windows 7 asks to check for a solution and close the program. The program closes and has to be manually re-started.  I scanned the computer each time, but came up empty.This has been going on the past two weeks.   A review of the logs shows that it gets a definition update about the time it shuts down.  I have performed scans upon restarting the program.  My Antivirus is Microsoft Security essential, and I also have PC Matic Super shield active.  I am attaching copies of the protection logs from the past two days (the program shut down at about 3:20 PM each day).  The MBAM log shows no useful information, bu has the IP address of my computer, so I did not copy it.

Let me know if there is additional information you need to resolve this issue, or if you think there is an infection that none of the anti-malware software has caught.

 

Malwarebytes Protection Log.docx

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Firefox

Firefox

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Hello and Welcome to Malwarebytes :)

Let's try this first....

  1. Please follow the steps in this pinned topic to uninstall your current version of MBAM and reinstall the latest build - MBAM Clean Removal Process 2x
  2. If that does not correct the issue, then 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)
  3. NOTE: More info about v2.2.1 HERE; User Guide ONLINE; User Guide PDF; FAQ: Common Questions, Issues, and their Solutions


Please let us know how it goes.

Thank You,

Firefox

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  • 4 weeks later...
Jurobi

Jurobi

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I have gone through using the removal tool and re-installing MBAM twice since my first post.  The program still stops working daily, usually between 3:00 and 3:30 CDT, but sometimes as late as 5:30 PM.  Windows gives the notification that the program has stopped working and needs to be shutdown.  I click on the "search for a solution and shutdown" option, it shuts down and restarts, but when it restarts the real-time protection is off and need to be manually started.  The last time it did this (yesterday)  I checked on the additional information and copied this:

Problem Event Name: APPCRASH

Application Name: mbam.exe

Application Version: 2.3.173.0

Application Timestamp: 56e065b4

Fault Module Name: MSVCR100.dll

Fault Module Version: 10.0.40219.325

Fault Module Timestamp: 4df2be1e

Exception Code: 40000015

Exception Offset: 0008d6fd

OS Version: 6.1.7601.2.1.0.768.3

Locale ID: 1033

Additional Information 1: 8374

Additional Information 2: 83748d7ce6919cf452bf5c3838e036f3

Additional Information 3: 36f0

Additional Information 4: 36f0fdc5c030ae2e62bc25249245d2b6

　I  am attaching the three files you requested.  Please note I tried to contact Malwarebytes directly on August 15, spoke with a "technical Support specialist" online named "Andy" who forwarded the information to production support specialists and sent the following to me in an e-mail:

"Based on the information you have provided, I have reassigned your ticket to our technical product specialists. An agent will be in contact with you as soon as possible with additional instructions or information." "Case #: 1086120".

No one has been in touch with me since

　

CheckResults.txt

FRST.txt

Addition.txt

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daledoc1

daledoc1

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Posted

Hi:

Until @Firefox returns...

...Sorry to hear that you are having problems with program crashes.

I have escalated your thread to the forum Admin staff, so that they can look up your Help Desk ticket and respond to you as soon as possible (today is Sunday).

In the interim, please check your email spam/junk folders, to be sure that replies from the Help Desk did not land there by mistake.

Thank you very much for your patience,

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Jurobi

Jurobi

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Thank you.  I check my spam folders daily (except weekends, so unless they are using an e-mail address other than from Malwarebytes, there has been no answer (the e-mail from their representative went right into my normal e-mail, as do their occasional notices/advertisements).  I did not expect an answer until late Monday or Tuesday at the earliest.  What's weird is that Sunday is about the only day this crash doesn't occur.

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Jurobi

Jurobi

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Today's crash just occurred (1621 Central Time).  Here is the data from windows:

Problem signature:

Problem Event Name: APPCRASH

Application Name: mbam.exe

Application Version: 2.3.173.0

Application Timestamp: 56e065b4

Fault Module Name: MSVCR100.dll

Fault Module Version: 10.0.40219.325

Fault Module Timestamp: 4df2be1e

Exception Code: 40000015

Exception Offset: 0008d6fd

OS Version: 6.1.7601.2.1.0.768.3

Locale ID: 1033

Additional Information 1: 8374

Additional Information 2: 83748d7ce6919cf452bf5c3838e036f3

Additional Information 3: 36f0

Additional Information 4: 36f0fdc5c030ae2e62bc25249245d2b6

　

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  • 3 weeks later...
  • Root Admin
AdvancedSetup

AdvancedSetup

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  • Root Admin
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The logs were truncated for some reason. Let me have you run the following please and post back the log.

 

Please visit this web page and read the ComboFix User's Guide:

  • Once you've read the article and are ready to use the program you can download it directly from the link below.
  • Important! - Please make sure you save combofix to your desktop and do not run it from your browser
  • Direct download link for: ComboFix.exe
  • Please make sure you disable your security applications before running ComboFix.
  • Once Combofix has completed it will produce and open a log file.  Please be patient as it can take some time to load.
  • Please attach that log file to your next reply.
  • If needed the file can be located here:  C:\combofix.txt
  • NOTE: If you receive the message "illegal operation has been attempted on a registry key that has been marked for deletion", just reboot the computer.
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Jurobi

Jurobi

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I compared the files I posted yesterday with the ones on my computer and they appear identical, however, I am going to post them again, along with the results of the combofix scan.  I am editing the above comment to note that the combofix log txt file was generated while I was outside  feeding the animals.  When I went outside, it was only on step 5 (of the 50 mentioned in the combofix instructions) and was complete when I returned.  The file is only 27 kb long.

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  • Root Admin
AdvancedSetup

AdvancedSetup

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  • Root Admin
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No problem, we're not done yet. Let me have you run the following please.

 

Please restart the computer first and then run the following steps and post back the logs when ready.

STEP 01
Please download Junkware Removal Tool to your desktop.

  • Shutdown your antivirus to avoid any conflicts.
  • Right click over JRT.exe and select Run as administrator on Windows Vista or Windows 7, double-click on XP.
  • The tool will open and start scanning your system.
  • Please be patient as this can take a while to complete.
  • On completion, a log (JRT.txt) is saved to your desktop and will automatically open.
  • Post the contents of JRT.txt into your next reply message
  • When completed make sure to re-enable your antivirus

STEP 02
Let's clean out any adware now: (this will require a reboot so save all your work)

Please download AdwCleaner by Xplode and save to your Desktop.

  • Double click on AdwCleaner.exe to run the tool.
    Vista / Windows 7/8 users right-click and select Run As Administrator
  • Click on the Scan button.
  • AdwCleaner will begin...be patient as the scan may take some time to complete.
  • When it's done, you'll see: Pending: Please uncheck elements you don't want to be removed.
  • Now click on the Report button and a logfile (AdwCleaner[R0].txt) will open in Notepad for review.
  • Look at the log especially under Files/Folders for any program you want to save.
  • If there's a program you may want to save, just uncheck it from AdwCleaner.
  • If you're not sure, post the log for review. (all items found are adware/spyware/foistware)
  • If you're ready to clean it all up, click the Clean button.
  • After rebooting, a logfile report (AdwCleaner[S0].txt) will open automatically.
  • Copy and paste the contents of that logfile in your next reply.
  • A copy of that logfile will also be saved in the C:\AdwCleaner folder.
  • Items that are deleted are moved to the Quarantine Folder: C:\AdwCleaner\Quarantine
  • To restore an item that has been deleted:
  • Go to Tools > Quarantine Manager > check what you want to be restored > now click on Restore.

STEP 03
Download Sophos Free Virus Removal Tool and save it to your desktop.
 

  • Double click the icon and select Run
  • Click Next
  • Select I accept the terms in this license agreement, then click Next twice
  • Click Install
  • Click Finish to launch the program
  • Once the virus database has been updated click Start Scanning
  • If any threats are found click Details, then View Log file (bottom left-hand corner)
  • Copy and paste the results in your reply
  • Close the Notepad document, close the Threat Details screen, then click Start cleanup
  • Click Exit to close the program
  • If no threats were found, please confirm that result.

STEP 04
Please download the Farbar Recovery Scan Tool and save it to your desktop.

Note: You need to run the version compatible with your system. You can check here if you're not sure if your computer is 32-bit or 64-bit

  • Double-click to run it. When the tool opens, click Yes to disclaimer.
  • Press the 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 also makes another log (Addition.txt). If you've, run the tool before you need to place a check mark here.
  • Please attach the Additions.txt log to your reply as well.

 

Thanks

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Jurobi

Jurobi

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  • Author
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Attached are the logs from steps 1 and 2.  Step 3 I will have to run tonight (after 90 minutes, it had only completed less than 5% of the scan, and I need the computer for some work this afternoon.  By the way, combofix identified FRST as malware.  By the way, both AOL and Google/Chrome identify Viewpoint (removed by JRT) as needed software to display items.  I have not re-installed it yet.

JRT.txt

AdwCleaner[C0].txt

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  • Root Admin
AdvancedSetup

AdvancedSetup

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Pretty much anything AOL these days is sort of looked down on by many security people. Doesn't necessarily mean it's bad, just a bit of lost love over the years I suppose. Typically there is often better resources for doing things than using AOL software.

Let me have you do the following again.

Please uninstall your current version of MBAM and reinstall the latest version using the following guide. MBAM Clean Removal Process 2x


Then run MBAM and do a Threat Scan and post back that log please.

 

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