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Ver 3.1.2 installs/ features won't respond to mouse (Win 7 & Win XP)

larryc
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larryc

larryc

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Running Win 7. Malwarebytes ver 2.2.1.1043 was already installed & became wonky - buttons refused to respond. Issued problem ticket - no response yet. Removed 2.2.1.1043 using Malwarebytes Clean Uninstall procedure. System hung at the System Reboot step. Rebooted and ran the Malwarebytes Clean Uninstall procedure but was not prompted to download Malwarebytes 3. I puzzled how to do that, and installed ver 3.1.2. Main app is displayed but none of the buttons, tabs, features respond when I click on them. Managed to rt click on the tray icon and updated the database and ran one threat scan. Report screen refuses to close, export, etc. Again, features do not respond.

Turned on the computer this AM, and a Malwarebytes error message appeared: features not turned on. Um, OK...but the buttons are still unresponsive.

Same thing occurs on a Dell 610 running Win XP.

What gives?

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Porthos

Porthos

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@larryc :welcome:

Let's get some diag logs from your Win 7 computer first.

·  Create and obtain Farbar Recovery Scan Tool (FRST) logs

  1. Download FRST 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
  2. Double-click to run FRST and when the tool opens click "Yes" to the disclaimer
  3. Press the "Scan" button
  4. This will product two files in the same location (directory) as FRST: FRST.txt and Addition.txt
    • Leave the log files in the current location, they will be automatically collected by mb-check once you complete the next set of instructions

·  Create and obtain an mb-check log

  1. Download MB-Check and save to your desktop
  2. Double-click to run MB-Check and within a few second the command window will open, press "Enter" to accept the EULA then click "OK" 
  3. This will produce one log file on your desktop: mb-check-results.zip
    • This file will include the FRST logs generated from the previous set of instructions
    • Attach this file to your forum post by clicking on the "Drag files here to attach, or choose files..." or simply drag the file to the attachment area
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larryc

larryc

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Hello there,

Ran the program...(mb3-setup-consumer-3.2.2.2018.exe) and after it installed...was asked to allow computer to restart (Clicked on "YES")...then nothing happened. No computer restart.

 

Funny thing, tried to download and was told Must be Administrator. Noticed I already had it downloded...so I clicked to RUN...was told the same thing. Rt clicked on the file and told it to Run as Administrator.

Have not attempted to run the pgm for fear of other things breaking after failure to self-restart from within the installer pgm.

Next steps?

Thanks!

Edited by larryc
added "thanks"
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larryc

larryc

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Hi again.

On a whim, I manually restrted the computer. Lo! The MB3 installer prompt appeared. I clicked to run...went thru the install screens, saw the Finish notice, then MB3 self-started...told me I'm awsome but function buttons still do not respond. Have to use Task Manager to shut the pgm down.

Oh, BTW, I'm always logged in as the administrator.

Thanks.

Edited by larryc
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Porthos

Porthos

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Let's add exclusions in Viper for MB.

  • C:\Program Files\Malwarebytes\Anti-Malware\assistant.exe
  • C:\Program Files\Malwarebytes\Anti-Malware\malwarebytes_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\farflt.sys
  • C:\Windows\System32\drivers\mbae64.sys
  • C:\Windows\System32\drivers\mbam.sys
  • C:\Windows\System32\drivers\MBAMChameleon.sys
  • C:\Windows\System32\drivers\MBAMSwissArmy.sys
  • C:\Windows\System32\drivers\mwac.sys

 

Also please exclude the following folders too: (The complete folder)

  • C:\Program Files\Malwarebytes\Anti-Malware
  • C:\ProgramData\Malwarebytes\MBAMService

 

 

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larryc

larryc

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Hi Porthos,

Rebooted, ran MB3. No change: none of the buttons are responsive and must use Task Mgr to terminate the app.

Ran Vipre - just to check - and it runs as expected.

Clicked on Firefox - it runs too. On the XP lapotp, Firefox would always crash.

I'm closing down for tonite. Will log in tomorrow. Thanks for your help so far!

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AdvancedSetup

AdvancedSetup

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Please go into Safe Mode. Then open Malwarebytes and go to Settings > Protection > scroll down and uncheck "Enable self-protection module"

Then restart the computer and run the following.

 

Please download the attached fixlist.txt file and save it to the Desktop.
NOTE. It's important that both files, FRST or FRST64 and fixlist.txt are in the same location or the fix will not work.

NOTICE: This script was written specifically for this user, for use on this particular machine. Running this on another machine may cause damage to your operating system.

Run FRST or FRST64 and press the Fix button just once and wait.
If the tool needs a restart please make sure you let the system restart normally and let the tool complete its run after restart.
The tool will make a log on the Desktop (Fixlog.txt). Please attach or post it to your next reply.

Note: If the tool warned you about an outdated version please download and run the updated version.

fixlist.txt

 

Let me know if that helps or not.

 

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larryc

larryc

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Good morning, Advanced.

"Please go into Safe Mode. Then open Malwarebytes and go to Settings > Protection > scroll down and uncheck "Enable self-protection module"

Then restart the computer and run the following."

You do not specify what must be Run. Run the following...programs? What programs? Is it FRST?

Also, please note that none of the MB buttons have been responsive. What next if this condition continues in Safe Mode? Just want to be sure...I use this laptop for my work, and don't want to lose it.

Thank you!

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larryc

larryc

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Hello Ron,

MB refuses to respond to mouse clicks on any buttons. This is and has been a consistent theme with this product on Win 7 and Win XP laptops.

I'm dead in the water if I'm to make setting changes. Not being surly but my responses to Porthos and your suggestions are clear: the product is unresponsive to mouse clicks, in regular mode and safe mode.

Is there an older version which I can download and see if it still works on my Win 7 laptop? Was running ver 2.2.1.1043 till it became wonky last week: buttons became unresponsive to mouse clicks. So, "something" happened inside Win 7 or...how the product interacts with Win 7 at my present configuration.

I also have a Dell desktop with a clean install of Win 7 on it. I've run it only to see how fast (or slowly) Win 7 runs on it. An older Optiplex model.

Larry

Edited by larryc
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AdvancedSetup

AdvancedSetup

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You asked me in PM and I've replied in PM to run those. But I asked you at another point to uncheck the "self protection module" then you replied that I asked you to run something but didn't say what.

I'm sorry, I'm not saying there are not possibly other cases of this but none that I've seen myself. There are many computers infected with a rootkit that is stopping our program from installing, but none where the mouse is just not working.

I've asked you to run this other special build of our rootkit scanner to see if it can find something or not.

 

 

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larryc

larryc

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Hello Ron.

I hv only two posts from you: those were attached as screen grabs. There were instructions to me included in those emails;  I cannot change settings at all in safe or normal mode.

So, I suppose I'm left with only one final question: how to obtain a refund?

Thanks

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