Ransomware protection unavailable in MBAM premium

[Paf]

Hi

I have Malwarebytes 3 premium for a long time and today I've noticed that the Ransomware protection unavailable. Can you help me, please?

Thanks in advance

Paf

[nikhils]

Hello @Paf

Can you try and use our MB-Clean tool and reinstall out latest product:

https://downloads.malwarebytes.com/file/mb_clean

Let us know if that fixes the issue else we can collect logs.

Thank you,

[Paf]

Hello nikhils

Thank you very much for your reply. I will do as you said and report back.

 

[nikhils]

Sounds good @Paf

[Paf]

Hello nikhils

I'm sorry to inform that it got even worst then it was. Now, the Ransomware protection continues unavailable and ? can't turn on also the exploit protection, that previously was working...

I did as you've said:

1 - used the MB-Clean tool

2 - reinstalled the latest product.

3. I did all the reboots that were necessary.

It did'n work

So, I did all again, from 1 to 3.

And it just doesn't work

I don't know what else to do...

[Porthos]

Are you on XP? Ransomware is only available on  Win 7 and newer.

[nikhils]

Hello @Paf

Sorry to hear you are still experiencing issues.

Can you please get us the following logs using the forum post below.

We would need FRST,txt, Addition.txt and MB-Check logs.

Thank you,

[Paf]

3 minutes ago, Porthos said:

Are you on XP? Ransomware is only available on  Win 7 and newer.

Hello Porthos

In this PC I'm still using XP, so it's clarified why Ransomware protection is unavailable. Thanks a lot. In my laptop I'm on windows 10 and it's working.

Now I just don't understant why I can't turn on also the exploit protection, that previously was working...

 

Thanks for all the help.

[Paf]

6 minutes ago, nikhils said:

Hello @Paf

Sorry to hear you are still experiencing issues.

Can you please get us the following logs using the forum post below.

We would need FRST,txt, Addition.txt and MB-Check logs.

Thank you,

Hello nikhils

Thanks for your reply. I will try to do as you say.

Best regards,

[Porthos]

@Meenie  

Hi and Welcome,

My name is Porthos and I will assist you to the best of my ability. If I can't guide you after you post the logs, I will find a staff member who can better assist. 

 

** Download MB-Check Here **

How to use it?

1. Download the latest version of MB-Check by clicking the link above
2. Double-click and run mb-check.exe 
3. A command window will appear stating "running mb-check" followed by "running mb-grab"
4. Upon completion, a prompt will appear letting you know it's done and the "mb-check-results.zip" file will be on your desktop
5. Attach the "mb-check-results.zip" file to your support case and/or your forums thread for further assistance

[Paf]

Hello Porthos, it's me again

The good news are that on my laptop (windows 10) the latest mbam version is working perfectly, with all protections running.

The bad news are that I can't get mabam workin on my pc (XP).

 

1. I've made several times a clean uninstall and re-install:

- used the MB-Clean tool

- reinstalled the latest product.

- I did all the reboots that were necessary.

- It did'n work

2. So, this morning I went back to mbam version 3.06, and it worked. I could get all protections running (except, of courso, the ramsomware protection...).

When I came back from work and turned on the PC, I can' even open mbam. I can see it's kind of "running", but I can't open it and I don't have the tray icon. 

3. I runned the MB-Check and FRST and the results are attached.

Can you help me?

Thanks in advance.

Paf

mb-check-results.zip

Addition.txt

FRST.txt

Edited May 15, 2017 by Paf

[Porthos]

@Paf Grab these other logs if you would please.

• Create and obtain Farbar Recovery Scan Tool (FRST) logs
  1. Download FRST and save it to your desktop
     1. 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
  2. Double-click to run and when the tool opens click Yes to the disclaimer
  3. Press Scan button
  4. This will product two files in the same location (directory) as FRST: FRST.txt and Addition.txt
     1. Attach both of these logs to your post by clicking on the "Drag files here to attach, or choose files..." or simply drag the files to the attachment area

I will alert staff. @nikhils @dcollins @AdvancedSetup  to take a look.

[Paf]

Already done, Porthos

[nikhils]

Hello @Paf

You mention that :

I've made several times a clean uninstall and re-install:

- used the MB-Clean tool

- reinstalled the latest product.

- I did all the reboots that were necessary.

- It did'n work

Can you please explain what you meant by It did not work. 

Also requesting the FRST and Addition.txt based on @Porthos previous link. For some reason I am not seeing the FRST logs.

 

[Porthos]

3 minutes ago, nikhils said:

Also requesting the FRST and Addition.txt based on @Porthos previous link. For some reason I am not seeing the FRST logs.

He edited his post and attached them.  Also, I see 2 AV programs.

AV: 360 Total Security (Enabled - Up to date) {5EEE8B0C-BEB2-4f05-BA7E-5EF3A65B8ECC}
AV: avast! Antivirus (Enabled - Up to date) {7591DB91-41F0-48A3-B128-1A293FD8233D}

 

[nikhils]

Seeing the additional logs now Paf. Thank you.

[Paf]

Hello nikhils

The FRST and addition txt are attached, above, together with mb-check, and I can see the 3 files.

Concernint the "It did not work" expression, what I mean was that with the latest mbam version I could not turn on the web protection and the exploit protection.

Thanks for all the help.

Paf

[Paf]

Porthos, I only have 360 Total Security essentials installed. I had Avast but a long time ago, and after that I had Emsisoft until some weeks ago. At that time, mbam was working fine.

[Porthos]

8 minutes ago, Paf said:

I had Avast but a long time ago

Run the Avast clean up tool to get rid of leftovers.

https://www.avast.com/uninstall-utility

[Paf]

I'm doing it right now,  @Porthos 

[nikhils]

Hello @Paf

One more thing I would recommend is after running the Avast clean up tool, could you also add the MB 3.x exclusions for the 360 Total security product.

Let us know if you need instructions on doing that.  

[Paf]

@nikhils

I had already added these:

C:\Program Files\Malwarebytes\Anti-Malware\assistant.exe
C:\Program Files\Malwarebytes\Anti-Malware\mbam.exe
C:\Program Files\Malwarebytes\Anti-Malware\MbamPt.exe
C:\Program Files\Malwarebytes\Anti-Malware\MBAMService.exe
C:\Program Files\Malwarebytes\Anti-Malware\mbamtray.exe
C:\Program Files\Malwarebytes\Anti-Malware\MBAMWsc.exe
C:\Windows\System32\drivers\mbae64.sys
C:\Windows\System32\drivers\mbam.sys
C:\Windows\System32\drivers\MBAMChameleon.sys
C:\Windows\System32\drivers\MBAMSwissArmy.sys

These 2 I could not find them:
C:\Windows\System32\drivers\mwac.sys
C:\Windows\system32\Drivers\farflt.sys

Remember I'm running 3.06 mbam version...

Cheers

[nikhils]

Hello @Paf

I am seeing a few unwanted temp files in   the Malwarebytes Program Files folder. Probably the product install    did not happen correctly.

Can you please run MB-Clean .  After reboot can you try to reinstall the latest product again.

If that does not  fix the issue please let us know.

[nikhils]

Also since you have multiple user accounts, when MB-Clean  asks you to reboot, please login back to the same account from which you originally ran MB-Clean.

[nikhils]

@Paf

It looks like you have been using an older version of the MB-Clean tool. Please get the latest version from     : https://downloads.malwarebytes.com/file/mb_clean