malwarebytes will not open

[hfrizzell]

Malware Bytes will not open today. I am using windows 7 and all updates are current. It was suggested on your website to download the new mb3-setup-consumer-3.2.2.2018. I have tried that twice now and although it seems to be working I still cannot open it to do a scan. I keep getting notifications that a website was blocked but I still cannot open the program.

[nikhils]

Hello @hfrizzell

Can you please use the forum post below and send us the logs after running the FRST and mb-check tools.

This will help us identify what is going on.

Thank you.

Edited August 31, 2017 by nikhils

[dcollins]

Can you please grab a few things for us?

Memory Dump

1. Open Task Manager by pressing Ctrl + Shift + Esc
2. Go to the Processes tab
3. Find mbam.exe in the list (if it's not there, try to open MB3 again)
4. Right click mbam.exe and choose Create Dump File
5. After a few seconds, you should get a popup showing you where the file was created
6. Find that file, and either upload it here or use wetransfer.com to send the file to dcollins@malwarebytes.com

Logs

Please follow the details in the thread below to get logs

 

[hfrizzell]

Sorry, I appreciate the help but I don't think I'm computer literate enough to follow your instructions.

I am going to remove all versions of malwarebytes for now and stick with my windows security essentials.

I have been using the premium version of malwarebytes and been very satisfied until this problem.

 

[nikhils]

Hello @hfrizzell

If you have been using the premium version of Malwarebytes, I would suggest you not removing Malwarebytes as you have a paid subscription.

We would be able to analyze your issue with some logging and should be able to help you out.

Thank you.

[hfrizzell]

I have FRST64.exe on my home screen but when I double click on it to open the disclaimer screen disappears before I can click on yes.

mb-check downloaded OK and I was able to open it. I don't know if it is any use alone but I'm sending it.

Thanks for your patience

 

mb-check-results.zip

Edited August 31, 2017 by Erix
Removed email from public post

[nikhils]

Hello @hfrizzell

We may have an idea what is causing this. 

Can you please try this:  (This is for log collection)

1. Immediately after the computer is powered on or restarted (usually after you hear your computer beep), tap the F8 key in 1 second intervals.
2. After your computer displays hardware information and runs a memory test, the Advanced Boot Options menu will appear.
3. Select "Enable safe mode with networking". This will boot you up in the safe mode.
4. Run the FRST tool, it should run in the safe mode.
5. After FRST logs are generated, Run mb-check to collect FRST logs.

To fix your issue:

6. In the safe mode open up Malwarebytes UI and turn on Root-kit scanning.

7. Run a threat scan. This will take care of any possible infections.

8. After the clean up, restart your computer in the normal mode and you should be able to run Malwarebytes again.

 

Let us know if that worked.

[hfrizzell]

I was able to start in safe mode. Malwarebytes started OK in safe mode and a scan of the rootkit discovered 3 malicious files which I deleted. I restarted in default mode and everything is working well. I did a complete scan and everything is good.

Thank you, thank you, thank you.

hfrizzell (Herb)

mb-check-results.zip

[nikhils]

Awesome. Glad to know everything went well and things are working normally.

Thank you.