Malewarebytes won't start - using Windsows 7 and MS Security Essentials

[Dozier93]

I have windows 7, running MS Security Essentials, and Malewarebytes.  I have the latest verions - installed, cleaned, reinstalled.  When I first install Malewarebytes starts and is fine.  After re-boot - it won't come up or open.  I included in Security Essentials the excluses for MBAM.exe etc based on some other notes I saw.  Still can't resolve.  Started in safe mode, scanned, not infections or rootkit viruses.  Nothing found.  Restarted - Malewarebytes still does not come up or open. 

[Porthos]

19 minutes ago, Dozier93 said:

I have windows 7, running MS Security Essentials, and Malewarebytes.

Let's try and get some logs first so the team can review them and see if they can tell what may be causing your issues....

1. FIRST: Create and obtain Farbar Recovery Scan Tool (FRST) logs
2. 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
3. Double-click to run FRST and when the tool opens click "Yes" to the disclaimer
4. Press the "Scan" button
5. This will product two files in the same location (directory) as FRST: FRST.txt and Addition.txt
   NOTE: These two files will be collected by the MB-Check Tool and added to the zip file for you
6. NEXT: Create and obtain an mb-check log
7. Download MB-Check and save to your desktop
8. Double-click to run MB-Check and within a few second the command window will open, then click "OK"
9. This will produce one log file on your desktop: mb-check-results.zip
10. 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

[Dozier93]

I have attached the results of the requested log files.  I appreciate any assistance on this! 

Thanks.
Dave

mb-check-results.zip

[Porthos]

17 hours ago, Dozier93 said:

I have the latest verions - installed, cleaned, reinstalled.

Did you use the MB clean tool to do this?

[Dozier93]

Yes I did. 

[dcollins]

It looks like Malwarebytes is crashing pretty consistently on your machine. Can you follow the instructions on the thread below and see if this makes a difference?

 

[Dozier93]

3 hours ago, dcollins said:

It looks like Malwarebytes is crashing pretty consistently on your machine. Can you follow the instructions on the thread below and see if this makes a difference?

I have followed the instructions above and ran the Malware Removal for Windows tool - no malware was found after doing the scan. 

Thanks.
 

 

[Dozier93]

Anyone got anything? 

[Porthos]

On 12/3/2017 at 8:27 AM, Dozier93 said:

Anyone got anything? 

Since it has been a bit.

Can you try installing the latest 3.3.1 over your existing product and let me know if that worked.

Just download the latest installer from : https://downloads.malwarebytes.org/file/mb3

Run the installer on top of your existing product. No need to uninstall. Restart after.

[Dozier93]

Thanks for that - I installed the new version.  It worked fine but upon re-boot back to the same issue - MBAM does not start up when I re-boot.  I click on the icon and it does not open.  So appears to be the same issue as before. 

[Porthos]

3 minutes ago, Dozier93 said:

So appears to be the same issue as before. 

New logs from post #2 again, please.

[Dozier93]

Thank you for your continued assistance.  Here are the 2 files from mbar process. 

 

mbar-log-2017-12-22 (13-14-58).txt

system-log.txt

[Porthos]

3 hours ago, Porthos said:

New logs from post #2 again, please.

Let's try and get some logs first so the team can review them and see if they can tell what may be causing your issues....

1. FIRST: Create and obtain Farbar Recovery Scan Tool (FRST) logs
2. Download FRST and save it to your desktop. Tell any program that blocks it to ignore or allow. It IS SAFE. It contains no info that can identify or harm you.
3. 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
4. Double-click to run FRST and when the tool opens click "Yes" to the disclaimer
5. Press the "Scan" button
6. This will produce two files in the same location (directory) as FRST: FRST.txt and Addition.txt
   NOTE: These two files will be collected by the MB-Check Tool and added to the zip file for you
7. NEXT: Create and obtain an mb-check log
8. Download MB-Check and save to your desktop
9. Double-click to run MB-Check and within a few second the command window will open, then click "OK"
10. This will produce one log file on your desktop: mb-check-results.zip
11. 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

[Dozier93]

On 12/22/2017 at 4:40 PM, Porthos said:

Let's try and get some logs first so the team can review them and see if they can tell what may be causing your issues....

1. FIRST: Create and obtain Farbar Recovery Scan Tool (FRST) logs
2. Download FRST and save it to your desktop. Tell any program that blocks it to ignore or allow. It IS SAFE. It contains no info that can identify or harm you.
3. 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
4. Double-click to run FRST and when the tool opens click "Yes" to the disclaimer
5. Press the "Scan" button
6. This will produce two files in the same location (directory) as FRST: FRST.txt and Addition.txt
   NOTE: These two files will be collected by the MB-Check Tool and added to the zip file for you
7. NEXT: Create and obtain an mb-check log
8. Download MB-Check and save to your desktop
9. Double-click to run MB-Check and within a few second the command window will open, then click "OK"
10. This will produce one log file on your desktop: mb-check-results.zip
11. 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

Here are the log files per your request.  Thank you again for your assistance. 

Addition.txt

FRST.txt

mb-check-results.zip

[Porthos]

I will let @dcollins resume with you.

[dcollins]

It looks like the issue here is that your service isn't starting properly for some reason. When you installed the latest version above, did you use mb-clean (https://downloads.malwarebytes.com/file/mb_clean) or did you just install the latest version on top of your existing version? If you didn't use mb-clean, please try downloading that and using that to do a clean install of Malwarebytes.

Then after installing, reboot and see if Malwarebytes starts up properly. If not, please gather a new set of both FRST and mb-check logs just like you did above. Thanks!

[Dozier93]

17 hours ago, dcollins said:

It looks like the issue here is that your service isn't starting properly for some reason. When you installed the latest version above, did you use mb-clean (https://downloads.malwarebytes.com/file/mb_clean) or did you just install the latest version on top of your existing version? If you didn't use mb-clean, please try downloading that and using that to do a clean install of Malwarebytes.

Then after installing, reboot and see if Malwarebytes starts up properly. If not, please gather a new set of both FRST and mb-check logs just like you did above. Thanks!

So I used the mb-clean to uninstall Malewarebytes.  Then installed the latest version from above.  It started up and all looks good then I re-booted to see if it would start after re-booting and it is the same issue.  

Here is the MB-CLEAN file and the other log files FRST and MB CHECK. 

Thank you. 

mb-clean-results.txt

Addition.txt

FRST.txt

mb-check-results.zip

[dcollins]

Thanks for checking that out. Let's try two separate things:

Delayed Startup

1. Reboot into Safe Mode
2. Try to open Malwarebytes
   1. If it doesn't open, then skip to the next part labelled Checkpoint
3. Once open, go to Settings -> Protection
4. Scroll down and turn on the option titled Delay Real-Time Protection when Malwarebytes starts
5. You can leave the timer at 15 seconds, but if you want to be really sure, you can increase it as well
6. Reboot
7. If Malwarebytes doesn't start up properly, check the next section labelled Checkpoint

Checkpoint

There's another service having the same issues belonging to the Checkpoint VPN. Can you delete all three Checkpoint software components from your machine (deployment shell, SSL network extender, Check Point VPN). Then reboot and see if Malwarebyts starts.

[Dozier93]

21 hours ago, dcollins said:

Thanks for checking that out. Let's try two separate things:

Delayed Startup

1. Reboot into Safe Mode
2. Try to open Malwarebytes
   1. If it doesn't open, then skip to the next part labelled Checkpoint
3. Once open, go to Settings -> Protection
4. Scroll down and turn on the option titled Delay Real-Time Protection when Malwarebytes starts
5. You can leave the timer at 15 seconds, but if you want to be really sure, you can increase it as well
6. Reboot
7. If Malwarebytes doesn't start up properly, check the next section labelled Checkpoint

Checkpoint

There's another service having the same issues belonging to the Checkpoint VPN. Can you delete all three Checkpoint software components from your machine (deployment shell, SSL network extender, Check Point VPN). Then reboot and see if Malwarebyts starts.

Followed those - did not work.  After re-boot and everything done - Malewarebytes still does not start. 

[dcollins]

Thanks for the confirmation. Did you happen to uninstall your Paragon Hard Drive software at some point? That seems to be erroring out directly before Malwarebytes fails to start and it looks like the software isn't on your computer anymore.

Let's try to remove those files:

1. Download FRST from https://downloads.malwarebytes.com/file/frst64
2. Download the attached fixlist and put it in the same folder as FRST64.exe
3. Run FRST64.exe and click Yes on the popup
4. Click on Fix
5. Reboot the computer
6. If Malwarebytes still doesn't work, gather the logs mentioned above again and upload a new zip file

 

fixlist.txt

Edited December 28, 2017 by dcollins

[Dozier93]

On 12/28/2017 at 5:37 PM, dcollins said:

Thanks for the confirmation. Did you happen to uninstall your Paragon Hard Drive software at some point? That seems to be erroring out directly before Malwarebytes fails to start and it looks like the software isn't on your computer anymore.

Let's try to remove those files:

1. Download FRST from https://downloads.malwarebytes.com/file/frst64
2. Download the attached fixlist and put it in the same folder as FRST64.exe
3. Run FRST64.exe and click Yes on the popup
4. Click on Fix
5. Reboot the computer
6. If Malwarebytes still doesn't work, gather the logs mentioned above again and upload a new zip file

 

fixlist.txt

When I got to programs and features - no reference to paragon in my list to uninstall or anything.  I do see a folder for paragon in the Program Files (x86) folder though.  I have executed your steps. I will re-boot and see what happens.  If it does not work. Will provide the log files. 

Thank you again. 

[Dozier93]

On 12/28/2017 at 5:37 PM, dcollins said:

Thanks for the confirmation. Did you happen to uninstall your Paragon Hard Drive software at some point? That seems to be erroring out directly before Malwarebytes fails to start and it looks like the software isn't on your computer anymore.

Let's try to remove those files:

1. Download FRST from https://downloads.malwarebytes.com/file/frst64
2. Download the attached fixlist and put it in the same folder as FRST64.exe
3. Run FRST64.exe and click Yes on the popup
4. Click on Fix
5. Reboot the computer
6. If Malwarebytes still doesn't work, gather the logs mentioned above again and upload a new zip file

 

fixlist.txt

It still did not start and won't open when I try to open it. Here are the log files. 

FRST.txt

Addition.txt

mb-check-results.zip

[dcollins]

When you ran a scan in safe mode, did you do a threat scan? If so, can you do a custom scan, scanning everything and making sure to enable rootkit scanning?

If that doesn't find anything, please go to Settings -> Application and turn on Event Log Data (while in Safe Mode) and then reboot back to normal mode. Wait at least 5 minutes and then run mb-check again so we can get debug logs. Thanks!