Malwarebytes unable to start/run

[karuka]

Hi there,

I've recently been having problems with my Malwarebytes being unable to run or start. When I double-click on the icon, no process runs, even when clicking on "Run as Admin." The last version I had of Malwarebytes that I recall was before the new interface launched with version 3. I'm wondering if these problems are related to having loaned my laptop out, since I've not had issues otherwise, but something seems nefarious/amiss.

The other day, my Yahoo! mail tab (using Chrome) got redirected to another address (I wasn't even actively in the tab), and audio played within the tab telling me I needed to call a number and not shut down my computer. Needless to say, I didn't call the number or click on anything other than trying to leave the page, but immediately did a hard restart. I was afraid maybe some kind of ransomware had infected my system, but everything still appears to be functioning properly. What a scare, though. I'm wondering now if a rogue ad was the culprit? I have no idea.

I've tried the clean uninstall/reinstall of MBAM, but still no dice. Even trying to install/run in Safe Mode hasn't helped. I've tried running Chameleon, but MBAM says it needs to install a new version, and am still unable to open/run a scan afterwards, even in Safe Mode. I've done a deep scan with AVG--nothing found. Spybot S&D comes back clean, as well as SUPERAntiSpyware. SUPERAntiSpyware found tracking cookies, but no other problems. Something just isn't adding up.

Attached are my FRST, MB-Check, and MB-clean-results files, as well as the screenshot of the weird Yahoo! tab redirection. Any help would be greatly appreciated!

FRST.txt

Addition.txt

mb-check-results.zip

mb-clean-results.txt

Edited December 12, 2017 by karuka
correcting acronym

[karuka]

Well, I should amend what I said above--on Safe Mode, I do recall one time being able to run a scan with an outdated version of MBAM (ran a scan instead of trying to update), and it came back clean. But, still, not able to run/start the program normally.

Edited December 12, 2017 by karuka
correcting acronym

[dcollins]

What happens when you try to open Malwarebytes in Safe Mode? Do you get any error messages or warnings at all?

[karuka]

If I try to run it without Chameleon, it does the same thing as in normal mode—it just never comes up, even when I click “Run As Admin.” No error messages or warnings. Very perplexing. 

I did try loading MBAM onto a jump drive and loading that way, but no luck. I also tried downloading an up to date MBAM folder from one of my friends, but, I’ve gotten the “cannot connect to the server” message. It seems I’m unable to duplicate the problem, though. 

Edited December 12, 2017 by karuka
More info

[vbarytskyy]

@karuka

I moved this to malware removal section. There may be an infection based on screenshots and information given. Our experts will be able to take a detailed look.

[Aura]

Hi Karuka

My name is Aura and I'll be assisting you with your malware issue. Since we'll be working together, you can call me Aura or Yoan, which is my real name, it's up to you! Now that we've broke the ice, I'll just ask you a few things during the time we'll be working together to clean your system and get it back to an operational state.

• As you'll notice, the logs we are asking for here are quite lenghty, so it's normal for me to not reply exactly after you post them. This is because I need some time to analyse them and then act accordingly. However, I'll always reply within 24 hours, 48 hours at most if something unexpected happens
• As long as I'm assisting you on Malwarebytes Forums, in this thread, I'll ask you to not seek assistance anywhere else for any issue related to the system we are working on. If you have an issue, question, etc. about your computer, please ask it in this thread and I'll assist you
• The same principle applies to any modifications you make to your system, I would like you to ask me before you do any manipulations that aren't in the instructions I posted. This is to ensure that we are operating in sync and I know exactly what's happening on your system
• If you aren't sure about an instruction I'm giving you, ask me about it. This is to ensure that the clean-up process goes without any issue. I'll answer you and even give you more precise instructions/explanations if you need. There's no shame in asking questions here, better be safe than sorry!
• If you don't reply to your thread within 3 days, I'll bump this thread to let you know that I'm waiting for you. If you don't reply after 5 days, it'll be closed. If you return after that period, you can send me a PM to get it unlocked and we'll continue where we left off;
• Since malware can work quickly, we want to get rid of them as fast as we can, before they make unknown changes to the system. This being said, I would appreciate if you could reply to this thread within 24 hours of me posting. This way, we'll have a good clean-up rhythm and the chances of complications will be reduced
• I'm against any form of pirated, illegal and counterfeit software and material. So if you have any installed on your system, I'll ask you to uninstall them right now. You don't have to tell me if you indeed had some or not, I'll give you the benefit of the doubt. Plus, this would be against Malwarebytes Forums's rules
• In the end, you are the one asking for assistance here. So if you wish to go a different way during the clean-up, like format and reinstall Windows, you are free to do so. I would appreciate you to let me know about it first, and if you need, I can also assist you in the process
• I would appreciate if you were to stay with me until the end, which means, until I declare your system clean. Just because your system isn't behaving weirdly anymore, or is running better than before, it doesn't mean that the infection is completely gone
  This being said, I have a full time job so sometimes it'll take longer for me to reply to you. Don't worry, you'll be my first priority as soon as I get home and have time to look at your thread
  

This being said, it's time to clean-up some malware, so let's get started, shall we?

Launch FRST, and copy/paste the following inside the text area. Once done, click on the Fix button. A file called fixlog.txt should be created on your desktop afterwards. Attach it in your next reply.

Start::
AVG (HKLM\...\{E61E6143-4937-43FC-8C12-06B8A987484D}) (Version: 1.211.3 - AVG Technologies) Hidden
AVG 2013 (HKLM\...\{4FD80311-508F-42C3-A004-4CC8D08231F5}) (Version: 13.0.3272 - AVG Technologies) Hidden
End::

[karuka]

Thanks, Aura, you sound lovely! I'm hoping we can figure out what the deal is. As a heads up, I'll be out of town Saturday through Monday afternoon, so I'll be AFK then, unfortunately.

Attached is the fixlog.txt file--thanks again for all your help!

Fixlog.txt

[Aura]

All good, I'll be waiting Now, can you uninstall these programs, and let me know once it's done?

AVG AntiVirus Free -> Start by uninstalling this one
AVG SafeGuard toolbar
AVG Protection
AVG
AVG 2013
Visual C++ 8.0 Runtime Setup Package (x64)
Visual Studio 2008 x64 Redistributables
Visual Studio 2010 x64 Redistributables
Visual Studio 2012 x64 Redistributables
Visual Studio 2012 x86 Redistributables

All these programs are from AVG Technologies CZ, s.r.o. Fear not, we'll reinstall AVG if you want to keep it as your Antivirus afterwards. Right now, it is outdated and could be interfering with Malwarebytes.

[karuka]

Done! Went ahead and uninstalled these, then did a restart. I noticed that there was an AVG and an AVG Toolbar folder still in my Progam Files (x86) folder after the uninstall, so I deleted those. (But it appears that the files have been cleaned off otherwise.)

Ready for the next step!

[Aura]

Good Now, can you try to open Malwarebytes and see if it opens?

[karuka]

No dice—same as before, nothing comes up when I click. Even “Run as Admin” won’t work.

Should I try uninstalling MAB and grabbing a clean version?

Edited December 15, 2017 by karuka

[Aura]

There's one more thing I want you to try before that. Can you create a new user on your system, log with it, and see if Malwarebytes opens?

[karuka]

Well, as soon as I logged in, I got a MAB stopped working message about the tray icon immediately, then another message when I double clicked to try to launch the app. Weird!

[Aura]

Alright. Can you uninstall Malwarebytes, and run the mb-clean.exe tool afterwards? Provide me the mb-clean log too once done.

[karuka]

Sure thing--I uninstalled MBAM, and also noticed that there was still a MBAM folder in my Program Files folder on C, so I deleted that before running mb-clean.exe. (Hoping I didn't mess up anything after reading the .txt file.) Here's the log from mb-clean.exe!

mb-clean-results.txt

Edited December 16, 2017 by karuka
Correcting acronym

[Aura]

Good! Now please run a new scan with FRST, and provide me a fresh set of logs (FRST.txt and Addition.txt).

[karuka]

Here are the new scans!

FRST.txt

Addition.txt

[Aura]

Alright for the time being, uninstall Spybot and SUPERAntiSpyware. Once done, download a new installer for Malwarebytes from Malwarebytes' website, and install it. See if it works afterwards.

[karuka]

Nope—MBAM still won’t open, even after the uninstall. I checked Windows Task Manager on a whim, and MBAMService is showing, and that it’s running. 

Edited December 22, 2017 by karuka

[Aura]

And if you log in in that other user account your created, does it still crashes?

[karuka]

It does still crash—same error messages for both the program and the tray application. 

[Aura]

Configure a clean boot, and see if you can open Malwarebytes in that user account.

https://support.microsoft.com/en-ca/help/929135/how-to-perform-a-clean-boot-in-windows

[karuka]

Still not working—now I get a message that says “unable to connect the Service.” 

For what it’s worth, I’m also getting the same message in my main account, too, now.

Edited December 23, 2017 by karuka

[Aura]

Alright, press on the Windows + R keys to open the Run box, type services.msc and press on Enter. Now, look for Malwarebytes Service. right-click on it and select Start. Once the service is started, try to launch Malwarebytes.

[karuka]

Unfortunately, now it’s just not starting up. I’m not even getting a message now.