johnooo Posted January 9, 2018 ID:1198254 Share Posted January 9, 2018 I'm using MWB Version Free 3.2.2 Scan just found 3 PUP's, put them into Quarantine. Did a "Restart" but system locks up. This does not normally occur on "Restarts" What is best action to take, uninstall? Link to post Share on other sites More sharing options...
Porthos Posted January 9, 2018 ID:1198256 Share Posted January 9, 2018 2 minutes ago, johnooo said: I'm using MWB Version Free 3.2.2 Let us get a clean install of the current version. 3.3.1 We have another tool called MB-Clean which will automate the whole process for you. The clean removal tool will backup your license information and then re-enter the license to the new install. Tool can be found at https://downloads.malwarebytes.com/file/mb_clean 1. After downloading the tool run the tool. 2. The tool will automatically clean up the older possibly damaged installation and will ask you for a restart. 3. Restart your system and then the MB-Clean tool will prompt you to re-install the latest product. 4. Click on "Yes" to reinstall MB 3.×. 5. Now you will have the latest product installed. If it does not offer the new install after the reboot you can download and install from here. https://downloads.malwarebytes.org/file/mb3 Please let me know if you are still seeing issues after the latest product install. Link to post Share on other sites More sharing options...
johnooo Posted January 9, 2018 Author ID:1198276 Share Posted January 9, 2018 Thanks for very quick reply Uninstalled, & then installed version 3.3.1 Did scan, 3 PUP's found Put into Quarantine Did "Restart" & it locked again What do I do now? Link to post Share on other sites More sharing options...
Porthos Posted January 9, 2018 ID:1198277 Share Posted January 9, 2018 Just now, johnooo said: Thanks for very quick reply Uninstalled, & then installed version 3.3.1 Did scan, 3 PUP's found Put into Quarantine Did "Restart" & it locked again What do I do now? 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.... FIRST: Create and obtain Farbar Recovery Scan Tool (FRST) logs 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. 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 Double-click to run FRST and when the tool opens click "Yes" to the disclaimer Press the "Scan" button This will produce two files in the same location (directory) as FRST: FRST.txt and Addition.txtNOTE: These two files will be collected by the MB-Check Tool and added to the zip file for you NEXT: Create and obtain an mb-check log Download MB-Check and save to your desktop Double-click to run MB-Check and within a few second the command window will open, then click "OK" Link to post Share on other sites More sharing options...
johnooo Posted January 9, 2018 Author ID:1198278 Share Posted January 9, 2018 OK, done all that Is this the zip file you require? PS I'm not experienced with this type of process! mb-check-results.zip mb-clean-results.txt Link to post Share on other sites More sharing options...
Porthos Posted January 9, 2018 ID:1198283 Share Posted January 9, 2018 18 minutes ago, johnooo said: Is this the zip file you require? You did fine. Let's try one more thing Before I ask for staff assistance. Could you try to boot to "Safe Mode with Networking" for me, try to open Malwarebytes (should have better luck), turn on Rootkit scanning and perform a scan. Boot to Safe Mode with Networking Link to post Share on other sites More sharing options...
johnooo Posted January 9, 2018 Author ID:1198289 Share Posted January 9, 2018 OK, I'm in via safe mode, about to do the scan, do I then try a restart? Link to post Share on other sites More sharing options...
johnooo Posted January 9, 2018 Author ID:1198299 Share Posted January 9, 2018 OK, did scan & restart Same problem locked up after about 15 sec's For information I'm using Win. 10 Version 1709, OS Build 16299.192, completely up yo date So what happens now? Link to post Share on other sites More sharing options...
Porthos Posted January 9, 2018 ID:1198300 Share Posted January 9, 2018 6 minutes ago, johnooo said: So what happens now? I will have staff take a look. They might have to run other tools to remove those items. @dcollins @vbarytskyy @nikhils Link to post Share on other sites More sharing options...
johnooo Posted January 9, 2018 Author ID:1198303 Share Posted January 9, 2018 So I do nothing? Timescale, as I'm in UK & will be having Supper soon? Thanks for all of the support, loved San Antonio when I went there 40 years ago! Link to post Share on other sites More sharing options...
dcollins Posted January 9, 2018 ID:1198305 Share Posted January 9, 2018 Can you clarify what "locked" means please, and where it's happening? Does it happen as soon as you click Restart, and the MB3 window doesn't go away? Does the computer start to reboot and show a message where it hangs? Does the computer restart and hangs while starting? Link to post Share on other sites More sharing options...
johnooo Posted January 9, 2018 Author ID:1198311 Share Posted January 9, 2018 (edited) 21 minutes ago, dcollins said: Can you clarify what "locked" means please, and where it's happening? Does it happen as soon as you click Restart, and the MB3 window doesn't go away? Does the computer start to reboot and show a message where it hangs? Does the computer restart and hangs while starting? 1 When I click on "Restart" the MB3 window does go away 2 Yes the computer starts to reboot, with a message "Restarting" & a circle of moving dots. After a few, perhaps 15 sec's the dots stop moving & the Mouse arrow pointer is locked, It just stays like this & does not restart 3 Don't completely understand this question, but no, computer does not get pass restart green screen Hope this helps Please advise if you want more information Edited January 9, 2018 by johnooo Link to post Share on other sites More sharing options...
dcollins Posted January 9, 2018 ID:1198314 Share Posted January 9, 2018 It looks like Malwarebytes is crashing as is SetPoint.exe. So let's try two things: First off, update your logitech software by downloading the latest software from their website. Then try the process again to see if that helps. If you still have issues, please see if you have any files in C:\Windows\Minidump or C:\Users\All Users\Microsoft\Windows\WER\ReportQueue that are recent, if so, please zip them up and either attach them here or use wetransfer.com to send them to dcollins@malwarebytes.com Link to post Share on other sites More sharing options...
johnooo Posted January 9, 2018 Author ID:1198340 Share Posted January 9, 2018 44 minutes ago, dcollins said: It looks like Malwarebytes is crashing as is SetPoint.exe. So let's try two things: First off, update your logitech software by downloading the latest software from their website. Then try the process again to see if that helps. If you still have issues, please see if you have any files in C:\Windows\Minidump or C:\Users\All Users\Microsoft\Windows\WER\ReportQueue that are recent, if so, please zip them up and either attach them here or use wetransfer.com to send them to dcollins@malwarebytes.com 1 I have not got Logitech software installed. Logitech "Setpoint" was installed but I have uninstalled as it was causing problem, known to others as well, after update to Win 10 Version 1709 2 There are no files following these paths. For c/windows/minidump I get a message :- Could not find check spelling. For the other one it gives message "Empty" So where do we go from here? Link to post Share on other sites More sharing options...
johnooo Posted January 9, 2018 Author ID:1198371 Share Posted January 9, 2018 2 hours ago, johnooo said: 1 I have not got Logitech software installed. Logitech "Setpoint" was installed but I have uninstalled as it was causing problem, known to others as well, after update to Win 10 Version 1709 2 There are no files following these paths. For c/windows/minidump I get a message :- Could not find check spelling. For the other one it gives message "Empty" So where do we go from here? Do not wish to be rude but are you still thinking about this? Also what made you think that I had Logitech software installed? Link to post Share on other sites More sharing options...
Porthos Posted January 9, 2018 ID:1198379 Share Posted January 9, 2018 23 minutes ago, johnooo said: Also what made you think that I had Logitech software installed? Quote Error: (01/08/2018 12:08:22 PM) (Source: Application Error) (EventID: 1000) (User: ) Description: Faulting application name: SetPoint.exe, version: 6.67.83.0, time stamp: 0x55dd08d2 Faulting module name: MSVCR90.dll, version: 9.0.30729.9317, time stamp: 0x59965248 Exception code: 0x40000015 Fault offset: 0x0000000000042686 Faulting process id: 0x2d78 Faulting application start time: 0x01d38877db842bb3Faulting application path: C:\Program Files\Logitech\SetPointP\SetPoint.exe Faulting module path: C:\WINDOWS\WinSxS\amd64_microsoft.vc90.crt_1fc8b3b9a1e18e3b_9.0.30729.9317_none_08e0939fa840d57b\MSVCR90.dll Report Id: d1bcfed5-4f86-4d48-869f-4009eda39e47 Faulting package full name: Faulting package-relative application ID: Link to post Share on other sites More sharing options...
johnooo Posted January 9, 2018 Author ID:1198386 Share Posted January 9, 2018 Well as stated I uninstalled as it was giving a runtime error. So I will await further solutions from yourself & Mr Collins Many thanks for your support & help so far Link to post Share on other sites More sharing options...
dcollins Posted January 9, 2018 ID:1198426 Share Posted January 9, 2018 Can you try running a scan in Safe Mode, and doing the removals, and then reboot and see if the issue persists? Link to post Share on other sites More sharing options...
johnooo Posted January 9, 2018 Author ID:1198432 Share Posted January 9, 2018 4 minutes ago, dcollins said: Can you try running a scan in Safe Mode, and doing the removals, and then reboot and see if the issue persists? I did this for Porthos who asked for it in a post 7 hours ago, I can't find post numbers on this forum,, see fragment of the post:- ou did fine. Let's try one more thing Before I ask for staff assistance. Could you try to boot to "Safe Mode with Networking" for me, try to open Malwarebytes (should have better luck), turn on Rootkit scanning and perform a scan. Boot to Safe Mode with Networking -------------------------------------------------------------------------------------------- I'm of to bed now so will pick up tomorrow Thanks Johnooo Link to post Share on other sites More sharing options...
johnooo Posted January 10, 2018 Author ID:1198550 Share Posted January 10, 2018 12 hours ago, dcollins said: Can you try running a scan in Safe Mode, and doing the removals, and then reboot and see if the issue persists? For completeness I have this morning carried this out again. After putting 3 PUP's into Quarantine going for "Restart" Green screen with "Restarting" message & dots moving After 13 sec's lock up Waited 15 minutes still locked. I await your response/assistance Thanks Link to post Share on other sites More sharing options...
dcollins Posted January 10, 2018 ID:1198633 Share Posted January 10, 2018 Can you try deleting the following folder manually, and seeing what happens? C:\ProgramData\Solvusoft Link to post Share on other sites More sharing options...
johnooo Posted January 10, 2018 Author ID:1198639 Share Posted January 10, 2018 39 minutes ago, dcollins said: Can you try deleting the following folder manually, and seeing what happens? C:\ProgramData\Solvusoft OK, I've removed this Folder Ran MWB scan No new threats found Old threats, PUP's in Quarentine deleted Not asked to do Restart ---------------------------------------------------------- Does that mean all is now OK, as I thought I would be asked to Restart? What have I lost by removing the Folder stated? Will the problem reoccur? Link to post Share on other sites More sharing options...
Porthos Posted January 10, 2018 ID:1198643 Share Posted January 10, 2018 26 minutes ago, johnooo said: What have I lost by removing the Folder stated? You have lost the PUP that MB was having issues deleting. 27 minutes ago, johnooo said: Will the problem reoccur? The point of purchasing the paid version of MB is so this stuff does not get installed in the first place. Thanks for the good news. Link to post Share on other sites More sharing options...
johnooo Posted January 10, 2018 Author ID:1198681 Share Posted January 10, 2018 Mr Collins/Porthos, To both of you many thanks Solved (I hope)! Link to post Share on other sites More sharing options...
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