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Alana_

Malwarebyres dissapeared from my computer

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Good morning from England.

I have been away for a week and have just arrived home, wanted to do all the scans but when I went to do my Malwarebytes it has gone !!!!!    I have searched everywhere.

I will attach one of the log files I kept.

I do hope you can help me...I have had Malwarebytes  Premium for years now.malware scan oct2017.txt

Many thanks

Alana x

 

Edited by Alana_
checking if txt doc uploaded

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***This is an automated reply***

Hi,

Thanks for posting in the Malwarebytes 3 Help forum.

 

If you are having technical issues with our Windows product, please do the following: 

Spoiler

If you haven't done so already, please run these two tools and then attach the logs in your next reply:

NOTE: The tools and the information obtained is safe and not harmful to your privacy or your computer, please allow the programs to run if blocked by your system.

  • Farbar Recovery Scan Tool (FRST)
    1. 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
    2. Double-click to run FRST and when the tool opens click "Yes" to the disclaimer
    3. Press the "Scan" button
    4. This will produce two files in the same location (directory) as FRST: FRST.txt and Addition.txt
      • Leave the log files in the current location, they will be automatically collected by mb-check once you complete the next set of instructions
  • MB-Check
    1. Download MB-Check and save to your desktop
    2. Double-click to run MB-Check and within a few second the command window will open, press "Enter" to accept the EULA then click "OK" 
    3. This will produce one log file on your desktop: mb-check-results.zip
      • This file will include the FRST logs generated from the previous set of instructions
      • 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

One of our experts will be able to assist you shortly.

 

If you are having licensing issues, please do the following: 

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For any of these issues:

  • Renewals
  • Refunds (including double billing)
  • Cancellations
  • Update Billing Info
  • Multiple Transactions
  • Consumer Purchases
  • Transaction Receipt

Please contact our support team at https://support.malwarebytes.com/community/consumer/pages/contact-us to get help

If you need help looking up your license details, please head here: https://support.malwarebytes.com/docs/DOC-1264 

 

Thanks in advance for your patience.

-The Malwarebytes Forum Team

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Greetings :)

Please follow the above instructions to post the requested diagnostic logs (FRST & MB-Check).  That will aid us in determining what's going on with your Malwarebytes installation.

Once you have those logs, I'd then suggest going ahead and doing a reinstall of the software by downloading and installing the latest version from here.  Once the software is installed and opens, make sure it's the Premium version, and if it isn't, go ahead and activate it with your license key.

Please let us know how it goes and if you have any additional issues.

Thanks :) 

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I tried to run the MB chk but came up with this...will attach screenprint

MB chk 28th February.jpg

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OK, please try installing Malwarebytes in Safe Mode to see if it is then able to install:

Boot into Safe Mode with Networking:

  • Restart your computer.
  • When the machine first starts again it will generally list some equipment that is installed in your machine, amount of memory, hard drives installed etc. At this point you should gently tap the F8 key repeatedly until you are presented with the Windows XP Advanced Options menu.
  • Select the option for Safe Mode with Networking using the arrow keys.
  • Then press Enter on your keyboard to boot into Safe Mode with Networking.

You should then be presented with the Windows XP Login screen.  Log in to Windows and when it prompts you about Safe Mode and asks if you'd like to continue click Yes.

Once in Safe Mode, go ahead and install Malwarebytes.  If it installs OK, go ahead run a scan and remove any threats that are found and restart your computer if prompted and allow it to start normally this time.  If no threats were found in the scan or Malwarebytes didn't install or run correctly, go ahead and restart your computer and allow it to start normally then please try installing the latest beta of Malwarebytes from here to see if it resolves the issues.

Please let me know how it goes.

Thanks

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Here's an easy means of determining if the update Firefox mentioned above is installed on your system or not.  It will also automatically attempt to uninstall the update if it is found (I also attached a copy in case you have any trouble creating it on your own):

Create a Batch File:

  • Please copy and paste the following text exactly as written into notepad (not wordpad or any other text editor):
    @echo off
    SYSTEMINFO>"%userprofile%\desktop\info.txt"
    DATE /T>"%userprofile%\desktop\KB.txt"
    find /I "KB4074852" "%userprofile%\desktop\info.txt"
    if %errorlevel%==0 (
    echo KB4074852 FOUND, ATTEMPTING UNINSTALL>>"%userprofile%\desktop\KB.txt") else (
    echo KB4074852 NOT PRESENT>>"%userprofile%\desktop\KB.txt"
    DEL /F /Q "%userprofile%\desktop\info.txt"
    "%userprofile%\desktop\KB.txt"
    DEL /F /Q "%userprofile%\desktop\KB.txt"
    DEL /F /Q %0
    )
    DEL /F /Q "%userprofile%\desktop\info.txt"
    SYSTEMINFO>"%userprofile%\desktop\info.txt"
    find /I "KB4074852" "%userprofile%\desktop\info.txt"
    if %errorlevel%==0 (
    echo KB4074852 UNINSTALL FAILED!>>"%userprofile%\desktop\KB.txt") else (
    echo KB4074852 UNINSTALL SUCCEEDED!>>"%userprofile%\desktop\KB.txt"
    DEL /F /Q "%userprofile%\desktop\info.txt"
    "%userprofile%\desktop\KB.txt"
    DEL /F /Q "%userprofile%\desktop\KB.txt"
    DEL /F /Q %0
    )
    DEL /F /Q "%userprofile%\desktop\info.txt"
    "%userprofile%\desktop\KB.txt"
    DEL /F /Q "%userprofile%\desktop\KB.txt"
    DEL /F /Q %0
    Once you've done that click on File and select Save As...
  • In the Save dialogue box click on the drop down menu next to Save as type and select All Files
  • Name the file KBCHECK.bat(the .bat extension is very important)
  • Save the file to your desktop and double click it to run it.
  • Once it finishes it will open the file it created in notepad, please copy and paste the file's contents into your next reply.

If the update wasn't found or if uninstalling the update didn't resolve the issue, try pausing the protection in Avast! and attempting to install Malwarebytes again.  If it still fails, please proceed with the following so that we may try to rule out infection as the cause:

Run Malwarebytes Anti-Rootkit [MBAR]:

  • Download Malwarebytes Anti-Rootkit from here and save it to your desktop
  • Double-click on mbar-1.10.3.1001.exe to run it and follow the onscreen instructions to perform a scan
  • Once the scan completes, remove any threats detected and restart your computer if prompted

NOTE: If MBAR failed to run, please try again by logging into Safe Mode with Networking once more and running MBAR from there.

Please let us know how it went and if any threats were detected by MBAR if you ran it as well as any error messages you received if MBAR failed to run.

 

KBCHECK.zip

Edited by exile360

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Thank you so much for your help, Exile 360 and Firefox,

All seems well now, and doing the Malware scan, once again this morning... I managed to do the scan last evening, and it found lots of threats, which I quarantined...

I cannot get Firefox or Internet Explorer to work on my computer, so I am using Avast Safe Zone.. I am just scared of trying anything else in case I lose everything.

I know Windows XP is not supported anymore, and I have windows 10 on my laptop. but in XP I can still use my PSP ( Paint Shop Pro) as I do a lot of graphic work, yet, on Windows 10 it does not work well, does not show up the all psp images...seems it it is not compatible with a lot of the images.. I am wondering if I should load window 7 or 8 on my desktop..to enable me to still use the full potential of PSP..trouble is I am not confident enough to try to load psp 7 or 8, or even how to...and it would mean me buying a disc, and then not knowing how to load or even if it would work with the windows XP.. this message I have sent is even confusing me  !!!!!!

I know I sound so dumb !!!!:unsure:

Thank you again for all your help, I appreciate this very much.

Huge Hugs

Alana xx

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You're very welcome, we're glad to help :)

That said, since you're still having some issues, such as those with your browsers and you've confirmed that the system did have some infections, I'd strongly recommend going ahead and seeking one-on-one expert assistance from one of our malware removal specialists by following the instructions posted here to the best of your ability and then creating a new topic in that area by clicking here, posting the information and logs from the previous link (I'd also recommend sharing your recent scan log from Malwarebytes showing all of the items you quarantined to give them a better idea of the threats that had afflicted your system).  It doesn't cost anything and provides additional peace of mind knowing that your system was checked by an expert who knows how to verify that a system is clean and free of threats.

As for your operating system, I totally understand.  I'm still running Windows 7 and have no plans to upgrade any time soon.  Just keep it patched as best you can (including browser plugins like Flash if you use any, as well as your web browsers themselves and other third party software, especially any that interfaces with the web such as instant messaging clients, email software, media players, office applications and of course your security products such as Malwarebytes as well as Avast! to have the best protection possible and reduce the risk of infection).  Once your system is cleaned up, you may ask the helper assisting you there about advice on keeping your software up to date and I'm certain they'll be more than happy to advise you.

Good luck and stay safe out there :) 

Edited by exile360

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