Ransomeware protection Win7-64 not working with latest version (3.5.1.2522)

[Larzan]

Hi, as the title said, i can't get the ransomware protection to run.

This has happened before, but i was able to fix it with a restart / clean reinstall.

Not so this time.

I did several clean reinstall with your 'Cleanup Utility' with automatic install, manual install, with early start for self-protection, without... nothing helped

So here is the log generated as per your instructions.

Thank you

 

p.s.: can you PLEASE make this thread private so that not the whole world can download the logfile i just sent you?!!! Why is that not the default setting!!!?

Edited May 12, 2018 by dcollins
post not privat

[Malwarebytes]

***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 already done so, please run the Malwarebytes Support Tool 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.

• Download Malwarebytes Support Tool
• Once the file is downloaded, open your Downloads folder/location of the downloaded file
• Double-click mb-support-X.X.X.XXXX.exe to run the program
  • You may be prompted by User Account Control (UAC) to allow changes to be made to your computer. Click Yes to consent.
• Place a checkmark next to Accept License Agreement and click Next
• You will be presented with a page stating, "Welcome to the Malwarebytes Support Tool!"
• Click the Advanced Options link
  
• Click the Gather Logs button
  
• A progress bar will appear and the program will proceed to gather troubleshooting information from your computer
• Upon completion, click OK
• A file named mbst-grab-results.zip will be saved to your Desktop
• Please attach the file in your next reply. Click "Reveal Hidden Contents" below for details on how to attach a file:
  Spoiler

  To save attachments, please click the link as shown below. You can click and drag the files to this bar or you can click the choose files, then browse to where your files are located, select them and click the Open button.

  

   

  After posting your new post, make sure you click the Follow button near the top right of this page, and select the option "An email when new content is posted Change how the notification is sent" so that you're alerted by email when someone has replied to your post.

  

  

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

 

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

Spoiler

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

[Larzan]

just making sure that someone is reading this post as i already have attached the files the automated response asked for....

and please make the thread private...

[exile360]

Greetings,

There's definitely a problem with your installation.  For some reason the anti-ransomware driver isn't installed and is instead being stored in a folder within Malwarebytes program folder that shouldn't be there.

Please uninstall Malwarebytes, reboot the system, then create another set of logs and attach it to your next reply.  I want to see what it looks like without Malwarebytes installed.

Thanks

[dcollins]

The ARW drivers are in the correct place by being in the program files folder, that is not an issue.

As for this issue, you have a reboot pending that needs to be completed. Please reboot your computer and then see if things work properly. If they don't, then do a clean install as mentioned above.

[Larzan]

@dcollins which one mentioned?

As i said, i already did, several times, an uninstall including the reboot of the system, the last two ones using the malwarebytes removal tool.

The logfile i posted here are the ones generated after the last uninstall - reboot - reinstall cycle.

So should i now uninstall it and create the logs before a new install as mentioned above by exile360?

Thanks for your help,

Lars

[dcollins]

Can you gather a new set of logs and private message them to me?

[Larzan]

Sure, so the ones after deinstalling like exile360 said?

Because the other ones i already posted...

[dcollins]

Ones with the program installed. And you while you posted them, I removed them at your request and unfortunately lost them in the massive amount of logs I have on my machine

[dcollins]

I think the clean process may not have worked fully  for some reason. Please use the clean functionality in the Support Tool to try and do a fresh clean install. If that doesn't help, please provide the mbst-clean-results.txt file from your desktop

1. Open the Malwarebytes Support Tool
2. Click Advanced Options
3. Click Clean
4. Follow the prompts, and reboot when prompted
5. After rebooting, wait for the tool to launch again and choose yes to reinstall