Jump to content

windows 7 machine won't start up Malwarebytes Premium

boeckeler

By boeckeler
in Resolved Malware Removal Logs

 Share

Recommended Posts

  • Root Admin
AdvancedSetup

AdvancedSetup

Posted
  • Root Admin
Posted

Hello @boeckeler and :welcome:

Let's start out by trying a repair and see if that corrects the issue or not.

 

Please download the Malwarebytes Support Tool and use it to repair Malwarebytes

  • 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 the User Account Control (UAC) to allow changes to be made to your computer. Click Yes to consent.
  • Place a check-mark next to Accept License Agreement and click Next
  • Click the Start Repair button and follow the onscreen instructions.

    mbst_get_started.jpg.141f202702e5e21b4ff

 

Then let me know if you're still having issues with Malwarebytes.

Thank you

Ron

 

Link to post
Share on other sites
boeckeler

boeckeler

Posted
  • Author
Posted

Thanks, Ron.

It's working now but I no longer have any confidence in Malwarebytes since it was supposed to protect the computer to begin with. We bought Malwarebytes because of the same kind of attack. No difference before or after. If the first thing to do is to run the support tool, why not include it with the Premium download and have people run it whenever there's trouble with Malwarebytes - save me all the extra steps in the forum during a time when I'm working to get the computer back on line.

 

Richard

Link to post
Share on other sites
  • Root Admin
AdvancedSetup

AdvancedSetup

Posted
  • Root Admin
Posted

Not sure what is or was going on with your system Richard, but normally one would not need to run any repair. Just install and run to remove and protect the computer. 

It sounds like we should get some logs though and see what might be going on with the computer to possibly have caused an issue for you in the first place.

Please run the support tool again but don't click on Start Repair. Click on Advanced on the side menu, then click on Gather Logs as shown below. Then we can review and see if we can find something specifically wrong or not to correct.

 

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.

  1. Download Malwarebytes Support Tool
  2. Once the file is downloaded, open your Downloads folder/location of the downloaded file
  3. 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.
  4. Place a checkmark next to Accept License Agreement and click Next
  5. You will be presented with a page stating, "Get Started!"
  6. Click the Advanced tab

    Repair menu_arrows.png
     
  7. Click the Gather Logs button

    Advanced_arrows.png
     
  8. A progress bar will appear and the program will proceed with getting logs from your computer

    Advanced Gather Logs_arrows.png
     
  9. Upon completion, click a file named mbst-grab-results.zip will be saved to your Desktop. Click OK

    Advanced Gather Logs completed_arrows.png
     
  10. 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  

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
 

 

Thank you again,

Ron

 

Link to post
Share on other sites
  • Root Admin
AdvancedSetup

AdvancedSetup

Posted
  • Root Admin
Posted

Please run the following fix. It will clean some temp files and remove a couple of items that don't belong on the system and it will also run a Disk Check on reboot. Please let the disk check run and complete.

Please download the attached fixlist.txt file and save it to the Desktop.
NOTE. It's important that both files, FRST or FRST64 and fixlist.txt are in the same location or the fix will not work.

NOTICE: This script was written specifically for this user, for use on this particular machine. Running this on another machine may cause damage to your operating system.

Run FRST or FRST64 and press the Fix button just once and wait.
If the tool needs a restart please make sure you let the system restart normally and let the tool complete its run after restart.
The tool will make a log on the Desktop (Fixlog.txt). Please attach or post it to your next reply.

Note: If the tool warned you about an outdated version please download and run the updated version.

fixlist.txt

Thanks

Ron

 

Link to post
Share on other sites
boeckeler

boeckeler

Posted
  • Author
Posted

I downloaded the latest version of FRST64 from the link on the Malwarebytes site. I put it and the fixlist.txt file on the desktop and started FRST64. It opened and immediately said there is an update available. A second window opened stating that the update was successful. It went away before I could click OK. The main window again stated there was an update available. The second window opened again with the same message. It closed again. Clicking on either window had no result. This looped continuously until I could finally get the computer rebooted.

Upon reboot, I tried it again with the same result.

I tried it in Safe Mode with the same result.

Richard

Link to post
Share on other sites
  • 3 weeks later...
  • Root Admin
AdvancedSetup

AdvancedSetup

Posted
  • Root Admin
Posted

Hi Richard  @boeckeler

Sorry about that. Yes looks like the system may not have alerted me on your reply. There was a lot of items cleaned up on the fix.

Let's do a scan for other potential malware related issues and get some new FRST logs too.

 

 

Please run the following steps and post back the logs as an attachment when ready.

STEP 01

  • If you're already running Malwarebytes 3 then open Malwarebytes and check for updates. Then click on the Scan tab and select Threat Scan and click on Start Scan button.
  • If you don't have Malwarebytes 3 installed yet please download it from here and install it.
  • Once installed then open Malwarebytes and check for updates. Then click on the Scan tab and select Threat Scan and click on Start Scan button.
  • Once the scan is completed click on the Export Summary button and save the file as a Text file to your desktop or other location you can find, and attach that log on your next reply.
  • If Malwarebytes won't run then please skip to the next step and let me know on your next reply.

STEP 02

Please download AdwCleaner by Malwarebytes and save the file to your Desktop.

  • Right-click on the program and select RunAsAdmin.jpg Run as Administrator to start the tool.
  • Accept the Terms of use.
  • Wait until the database is updated.
  • Click Scan Now.
  • When finished, please click Clean & Repair.
  • Your PC should reboot now if any items were found.
  • After reboot, a log file will be opened. Copy its content into your next reply.

 

RESTART THE COMPUTER Before running Step 3

STEP 03
Please download the Farbar Recovery Scan Tool 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

  • Double-click to run it. When the tool opens, click Yes to disclaimer.
  • Press the Scan button.
  • It will make a log (FRST.txt) in the same directory the tool is run. Please attach it to your reply.
  • The first time the tool is run, it also makes another log (Addition.txt). If you've, run the tool before you need to place a check mark here.
  • Please attach the Additions.txt log to your reply as well.

 

Thanks

Ron

 

Link to post
Share on other sites
Guest
This topic is now closed to further replies.
 Share
Go to topic listing

  • 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.

  I accept