Submrgd Posted October 13, 2017 ID:1172340 Share Posted October 13, 2017 Since the WIndows 10 update this past week I have been unable to access the MW Dashboard. The program seems to be running but no way to see what is happening or access options. Anyone have a clue? I opened a ticket but not official response so far. Link to post Share on other sites More sharing options...
Firefox Posted October 13, 2017 ID:1172370 Share Posted October 13, 2017 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) 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) 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)) 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, Firefox Link to post Share on other sites More sharing options...
Submrgd Posted October 16, 2017 Author ID:1173058 Share Posted October 16, 2017 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. mb-clean-results.txt Link to post Share on other sites More sharing options...
Firefox Posted October 16, 2017 ID:1173100 Share Posted October 16, 2017 We will need all the logs... requested, not only the mb-clean ones... for FRST you will have to temporarily disable your AV if its being blocked.. Link to post Share on other sites More sharing options...
Staff Ried Posted October 16, 2017 Staff ID:1173102 Share Posted October 16, 2017 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? Link to post Share on other sites More sharing options...
Submrgd Posted October 17, 2017 Author ID:1173494 Share Posted October 17, 2017 OK, so I tried the safe mode before anything else and I could get the Dashboard up and then scanned for Rootkits. Three threats which were removed and all appears well now. I can only hope. Many thanks for the support. I did get a scan report which is attached. MW Summary.txt Link to post Share on other sites More sharing options...
Staff Ried Posted October 17, 2017 Staff ID:1173501 Share Posted October 17, 2017 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. Addition.txt FRST.txt Link to post Share on other sites More sharing options...
Submrgd Posted October 17, 2017 Author ID:1173503 Share Posted October 17, 2017 Lisa, Thanks again, here are the created files. FRST.txt Addition.txt Link to post Share on other sites More sharing options...
Staff Ried Posted October 17, 2017 Staff ID:1173509 Share Posted October 17, 2017 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 Fixlist.txt Link to post Share on other sites More sharing options...
Submrgd Posted October 17, 2017 Author ID:1173511 Share Posted October 17, 2017 Lisa – OK that’s done seem to execute and removed two items. I was blaming W10 on my MW issue and every thing seems to be running fine now. I will save the MS link just in case. Link to post Share on other sites More sharing options...
Staff Ried Posted October 17, 2017 Staff ID:1173513 Share Posted October 17, 2017 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 Link to post Share on other sites More sharing options...
Submrgd Posted October 17, 2017 Author ID:1173530 Share Posted October 17, 2017 I ran the Windows troubleshoorter and it found an fixed four items. Report attached. W10 fixes.pdf Link to post Share on other sites More sharing options...
Staff Ried Posted October 17, 2017 Staff ID:1173534 Share Posted October 17, 2017 Great, now let's see if Windows will be able to download and update to 1703. :-) Link to post Share on other sites More sharing options...
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