Jump to content
Larzan

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

Recommended Posts

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 by dcollins
post not privat

Share this post


Link to post
Share on other sites

***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
    welcome mbst.png
  • Click the Gather Logs button
    gatherlogs.png
  • 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.

    _mb_attach.jpg.a0465aaafd6cae688aa38ab16

     

    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.

    _mb_follow.jpg.7868cc281f66ac22e919c2c48

    _mb_follow_options.jpg.dcb79fc10aa35beb0

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

Share this post


Link to post
Share on other sites

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...

Share this post


Link to post
Share on other sites

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

Share this post


Link to post
Share on other sites

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.

Share this post


Link to post
Share on other sites

@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

Share this post


Link to post
Share on other sites

Sure, so the ones after deinstalling like exile360 said?

Because the other ones i already posted...

Share this post


Link to post
Share on other sites

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

Share this post


Link to post
Share on other sites

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

Share this post


Link to post
Share on other sites

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now

  • Recently Browsing   0 members

    No registered users viewing this page.

×
×
  • Create New...

Important Information

This site uses cookies - We have placed cookies on your device to help make this website better. You can adjust your cookie settings, otherwise we'll assume you're okay to continue.