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Hello and Welcome....

Let's try this first.... (Malwarebytes clean removal tool will backup your license information and then re-enter the license to the new install)

  1. Please follow the steps in this pinned topic to uninstall your current version of MBAM and reinstall the latest build - Malwarebytes mb-clean tool (NOTE: After uninstalling with the mb-clean tool you will be asked to reboot. Once you reboot it will ask you if you want to re-install Malwarebytes, you can select YES (it will download the latest version) or you can download the latest version manually (currently v3.2.2.2029 CU 1.0.212) to re-install from HERE)
  2. If that does not correct the issue, then please read the following and attach to your next reply the requested logs - Diagnostic Logs (after you run all the tools requested, all the logs will be combined into one log file named: mb-check-results.zip located on your Desktop (which will include the FRST logs inside the zip file))
  3. NOTE: More info about the latest Malwarebytes 3.2.2 HERE; MB 3 User Guide ONLINE; MB 3 User Guide PDF; MB 3 FAQ: Malwarebytes 3.0 - Frequently Asked Questions

Please let us know how it goes.

Thank You,


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I have run the MW clean tool and re-installed but I still have the same issue.

In trying to click on the Farbar Recovery Scan Tool (Diagnostic Logs) and try to open the link to download my browser closes down. I have tried three different browsers. So, I am right back where I started. The clean program did create file so I have attached that if it helps.

Thanks for your efforts.


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  • Staff

These symptoms indicate you may have a rootkit onboard. Please try the following:

Boot into Safe Mode. (If you aren't sure how to do that, there are several ways to boot to Safe Mode in Windows 10. See this Microsoft article https://support.microsoft.com/en-us/help/12376/windows-10-start-your-pc-in-safe-mode

Malwarebytes should load in Safe Mode. Before you scan, you'll need to enable the rootkit scanning.

Open Malwarebytes > Settings > Protection

Look for Scan Options and slide the toggle switch to the ON position for 'Scan for Rootkits'

Now run the scan and let it remove what has been found. 

How are things now?

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  • Staff

Nicely done, Submrgd. ^_^

If you don't mind, I'd like for you to run one more tool so I can make sure Malwarebytes didn't miss any other pieces of this infection. This next scanner will not make any changes to your machine on its own, nor will it divulge any personal information that may compromise your security.

  Please download Farbar Recovery Scan Tool from here: https://downloads.malwarebytes.com/file/FRST64

•Double-click to run it. When the tool opens click Yes to the disclaimer.

Note: If you are prompted by Windows SmartScreen, click the 'More info' then click 'Run anyway'.

•Click the Scan button.

•When the scan has finished, it will save 2 logs in the same directory the tool was run from. Please attach the following logs in your reply.




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  • Staff

You're welcome. :)

I only see a couple of folders left over.  Download the attached Fixlist.txt and save it in the same location as FRST64.exe.  Both the Fixlist.txt and FRST64.exe must be in the same location for the script to execute.

1. Double click FRST64.exe to launch the tool

2. When the tool opens, click the *FIX BUTTON*.

3. Once it has finished, a Fixlog.txt will open and also have been saved in the same location the tool was run from - I don't need to see that just yet.

You should be all set now.  As a side note, I do see that you're having trouble with the Windows 10 1703 update.  Go to this Microsoft page and see if it helps https://support.microsoft.com/en-us/help/4027322/windows-windows-update-troubleshooter


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I would have thought it was the infection causing it as well, but the infection was effectively removed at 11:00 AM (as per the Malwarebytes Scan log) but I'm still seeing failures of the Windows Update after that.  If you open the Addition.txt and scroll toward the end of it, you'll see this:

System errors:
Error: (10/17/2017 11:47:58 AM) (Source: Microsoft-Windows-WindowsUpdateClient) (EventID: 20) (User: NT AUTHORITY)
Description: Installation Failure: Windows failed to install the following update with error 0xc1900107: Feature update to Windows 10, version 1703

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