Strange prompt with MBAM

[tonyola2]

I'm running Malwarebytes Pro v. 3.5.1.2252 with the latest updates in a fully-updated Windows 8.1 on a Dell desktop. Lately I've been getting an odd prompt to insert a disk into Drive D:, as shown in the accompanying screen capture. I can hit "Cancel" in the dialog box and MB starts up and runs normally. It seems to have started in the recent version update. Any ideas?

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[exile360]

Greetings and welcome,

My best guess is that perhaps there is an exclusion or some other setting such as a scheduled custom scan which has been configured for a location on D:\ and that's why it is requesting a disk.  I would advise checking Settings>Exclusions as well as any scheduled scans you have configured to see if that's the case and remove any entries that reference the D drive.

If that doesn't solve the issue then please do the following so that we can take a look at what's going on with your installation:

1. Download and run the Malwarebytes Support Tool
2. Accept the EULA and click Advanced Options on the main page (not Get Started)
3. Click the Gather Logs button, and once it completes, attach the zip file it creates on your desktop to your next reply
   

[tonyola2]

I have attached the Malwarebytes Support Tools logs as requested. I'm not running any scheduled scans - I scan manually once per day. Also, I have no exclusions.

mbst-grab-results.zip

Edited August 21, 2018 by tonyola2
change upload

[exile360]

You can try a clean install to see if that helps but I'm uncertain as the logs didn't seem to indicate any glaring issues that I could see.  The only thing I found was the reference to the D:\ drive in the list of drives in the log here:

Drive Letter:    D:
Drive Type:    Removable Disk
Filesystem:    Unknown
Size:        0B (0 % free)
Physical Disk:    \Device\HarddiskVolume7

It's listed as a removable drive, so perhaps it is a drive that has since been removed but left an entry in the registry that is causing this somehow but I'm not certain.

Here are the instructions for a clean install if you want to give that a shot to see if it helps:

1. Download and run the Malwarebytes Support Tool
2. Accept the EULA and click Advanced Options on the main page (not Get Started)
3. Click the Clean button, and allow it to restart your system and then reinstall Malwarebytes, either by allowing the tool to do so when it offers to on restart, or by downloading and installing the latest version from here
   

Please let me know how it goes.

Thanks

[dcollins]

Can you please try the following:

1. Press Windows Key + R to bring up the Windows Run dialog
2. Type cmd and click Ok to open the command prompt window
3. In this window, type echo %PATH% and press Enter
4. This should display a long line, please take a screenshot of this window and paste it in your response

[tonyola2]

I have attached the screenshot that dcollins requested. I ran the MBAM SupportTool cleanup as instructed and did a clean install of MBAM after the system restart. However, the dialog box still appears as before. It only shows up when I start MBAM from a Start Menu button, but not when I open MBAM from the Windows Explorer context menu when scanning a file. Maybe it's a feature instead of a bug.

[exile360]

What if you open Malwarebytes directly via C:\Program Files\Malwarebytes\Anti-Malware\mbam.exe, does it do it then as well?

[tonyola2]

exile360 - I still get the dialog box when I directly open from C:\Program Files\Malwarebytes\Anti-Malware\mbam.exe.

[exile360]

OK, thanks, I just wanted to make sure just in case it was maybe an issue with the START menu shortcut only.

Do you have a D:\ drive attached to the system by the way?  I mentioned it earlier since that's the drive being referenced in the error and it appears to be an empty disk with no space according to your logs which likely means it was a removable drive which is no longer plugged into the system like a flash drive or external hard drive.  If it is the case that you no longer have such a drive plugged in, then you can give the tool in the first post located here a try.  Just follow the instructions to have it remove any drives which are no longer present and it should eliminate it, then restart the computer and hopefully Malwarebytes will then launch normally without the error.