Jump to content

Strange prompt with MBAM


Recommended Posts

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?

mbam.JPG

Link to post
Share on other sites

  • Staff

***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. Before submitting your reply, be sure to enable "Notify me of replies" like so:

     notify me.jpeg  


    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.220985d559e943927cbe3c078b
     

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

Link to post
Share on other sites

  • Staff

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

Link to post
Share on other sites

  • Staff

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

Link to post
Share on other sites

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
Link to post
Share on other sites

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. :)

path.JPG

Link to post
Share on other sites

  • Staff

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.

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
 Share

  • Recently Browsing   0 members

    • No registered users viewing this page.
Back to top
×
×
  • 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.