Malwarebytes install - Runtime Error at 407:201

[jsac]

This morning, I got a large screen with lots of information about problems with Windows, accompanied by an audio recording warning of problems with Windows.  I tried to close the screen but it kept coming back.  I finally shut down and then restarted the computer.  I ran Adw Cleaner, as well as Microsoft Security Essentials - both came back with no problems.  I was then unable to run Malwarebytes in either Windows 7 Safe Mode or the regular Windows 7 screen.  An attempt to uninstall Malwarebytes brought this window:  Runtime Error (at 407:201):  Access violation at address 6D38C542 in module 'suhlpr.dll'.  Read at address 00000000.    An attempt to install Malwarebytes after downloading it from the Malwarebytes website brought this window:  Runtime Error (at 407:201):  Access violation at address 73A3C542 in module 'suhlpr.dll'.  Read of address 00000000. 

[kevinf80]

Hello jsac and welcome to Malwarebytes, Run the following: Download Farbar Recovery Scan Tool and save it to your desktop. Alternative download option: http://www.techspot.com/downloads/6731-farbar-recovery-scan-tool.html Note: You need to run the version compatible with your system (32 bit or 64 bit). If you are not sure which version applies to your system download both of them and try to run them. Only one of them will run on your system, that will be the right version. If your security alerts to FRST either, accept the alert or turn your security off to allow FRST to run. It is not malicious or infected in any way... Be aware FRST must be run from an account with Administrator status...   Double-click to run it. When the tool opens click Yes to disclaimer.(Windows 8/10 users will be prompted about Windows SmartScreen protection - click More information and Run.) Make sure Addition.txt is checkmarked under "Optional scans"   Press Scan button to run the tool.... It will make a log (FRST.txt) in the same directory the tool is run. Please copy and paste it to your reply. The tool will also make a log named (Addition.txt) Please attach that log to your reply. Thank you, Kevin..

[jsac]

Sorry I didn't reply sooner.  The files you requested are attached.  Since I wrote the original post, I had the computer in Safe Mode, and it is now able to reboot correctly.  It also can now run Malwarebytes successfully.  Latest Malwarebytes run showed no infection.  I also ran Adw Cleaner and Rogue Killer - neither showed a problem.  But also, when I run the Windows memory diagnostic tool, the screen freezes at 21%.  Thank you for your help.

Jeff

Addition.txt

FRST.txt

[kevinf80]

Hello Jeff,

There is no indication of Malware or Infection in your logs, there is indication of system crashes.. Can you zip up and attach the following folder:

C:\Windows\Minidump

It will be necessary to copy the folder first or you will not be allowed to zip up...

Thank you,

Kevin

[jsac]

Hello Kevin,

I looked under C:\Windows at the Minidump folder, but I don't see an option to copy it when I right-click or from the menu bar.  How do I copy it and then zip it up? 

Thanks,

Jeff

[kevinf80]

Right click direct on to minidump folder, that should give the option to copy. Select copy, then right click anywhere on your Desktop and select paste. That will copy the folder to your Desktop.

Right click on minidump folder on Desktop, select > send to > compressed (zipped) folder. Attch that folder to your reply...

[jsac]

Hello Kevin,

Thanks for your help.  Here is the file requested.

Jeff

Minidump.zip

[kevinf80]

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.

Does Malwarebytes install correctly...?

[jsac]

Hello Kevin,

I downloaded the MB Support Tool, and ran it.  It repaired Malwarebytes, and Malwarebytes installed correctly.  I then ran Malwarebytes, and it worked fine, except that the whirling arrows stopped for up to 2-3 seconds from time to time.  It was able to finish, and it found no threats.

Jeff

[kevinf80]

What is happening with your system in general, any remaining issues or concerns...?

[jsac]

I still have a problem running the Windows diagnostic memory test.  When I press F8, under Repair Computer (or something like that), there is a memory test.  I've tried to run it twice in the past few days, and it freezes at 21% completion.  There is another more comprehensive test, I think just for Dell computers.  I can't recall how to get to this test, but when I have run it in the past, it also freezes somewhere in the part of the test having to do with memory.  And Disk Cleanup doesn't completely clean files I want to get rid of.  The only other concern is a minor one - I wish some internet pages loaded faster, but this is an older computer - a Dell Inspiron 15z 1570 with an Intel U4100 chip at 1.30 GHz - so I can't expect a lot.

Thanks,

Jeff

[kevinf80]

Continue with the following: Click on Start > All Programs > Accessories: Right-click on the Command Prompt entry Select "Run as Administrator" accept the UAC prompt - the Elevated Command Prompt window should pop up. At the Command prompt, type or copy/paste CHKDSK /R hit the Enter key. You will get a message that the drive cannot be locked, but that the command can be scheduled to run at the next boot - hit the Y key, press Enter, and then reboot. The CHKDSK may take a few hours depending on the size of the drive, so be patient! After the CHKDSK has run use the following instructions to find the log: Check Disk report: Press the WindowsKey + R on your keyboard at the same time. Type eventvwr into the run box and click OK. In the left panel, expand Windows Logs and then click on Application. Now, on the right side, click on Filter Current Log. Under Event Sources, check only Wininit and click OK. You mayl be presented with one or multiple Wininit logs. Click on an entry corresponding to the date and time of the disk check. On the top main menu, click Action > Copy > Copy Details as Text. Paste the contents into your next reply. Next, Now run SFC. SFC -System File Checker - Instructions Click on Start > All Programs > Accessories Right-click on the Command Prompt entry Select "Run as Administrator" accept the UAC prompt - the Elevated Command Prompt window should pop up. At the Command prompt, type or copy/paste SFC /SCANNOW hit the Enter key Wait for the scan to finish - make a note of any error messages - and then reboot. Copy the CBS.log file created (C:\Windows\Logs\CBS\CBS.log) to your desktop (you can't manipulate it directly) and then compress the copy and upload the zip file to your reply. Next,

Regarding Windows diagnostic memory test freezing at 21%, I would try that test overnight, just leave it running. It may not be frozen, that test can sit at 21% for a few hours. Check in the morning and see if it completed.

 

 

Edited November 26, 2018 by kevinf80

[jsac]

Hello Kevin.  Results of chkdsk below:

Checking file system on C: The type of the file system is NTFS. Volume label is OS. A disk check has been scheduled. Windows will now check the disk. CHKDSK is verifying files (stage 1 of 5)... 325120 file records processed. File verification completed. 1348 large file records processed. 0 bad file records processed. 0 EA records processed. 38 reparse records processed. CHKDSK is verifying indexes (stage 2 of 5)... 382678 index entries processed. Index verification completed. 0 unindexed files scanned. 0 unindexed files recovered. CHKDSK is verifying security descriptors (stage 3 of 5)... 325120 file SDs/SIDs processed. Cleaning up 2813 unused index entries from index $SII of file 0x9. Cleaning up 2813 unused index entries from index $SDH of file 0x9. Cleaning up 2813 unused security descriptors. Security descriptor verification completed. 28780 data files processed. CHKDSK is verifying Usn Journal... 311762032 USN bytes processed. Usn Journal verification completed. CHKDSK is verifying file data (stage 4 of 5)... 325104 files processed. File data verification completed. CHKDSK is verifying free space (stage 5 of 5)... 57631612 free clusters processed. Free space verification is complete. Windows has checked the file system and found no problems. 297106775 KB total disk space. 65767916 KB in 129937 files. 104488 KB in 28781 indexes. 0 KB in bad sectors. 707919 KB in use by the system. 65536 KB occupied by the log file. 230526452 KB available on disk. 4096 bytes in each allocation unit. 74276693 total allocation units on disk. 57631613 allocation units available on disk. Internal Info: 00 f6 04 00 0a 6c 02 00 79 a2 04 00 00 00 00 00 .....l..y....... 17 4e 00 00 26 00 00 00 00 00 00 00 00 00 00 00 .N..&........... 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 ................ Windows has finished checking your disk. Please wait while your computer restarts.

I didn't get one CBS log folder to be able to zip.  It was 3 txt documents and 5 cabinet files.  Fyi, the final line at the end of the sfc scan said "Windows ... did not find any integrity violations."

Jeff

[kevinf80]

Thanks Jeff...

Did you try leaving the memory test overnight...? Is there any change/improvement to your system after running chkdsk and sfc.

Kevin

[jsac]

I didn't do it overnight.. but I did it this morning till early afternoon... 7 hours.  It froze at 99% step 1, 49% overall after running about 10-15 minutes, and never moved from there.  The system is running better.  Biggest improvement was after using the Malwarebytes repair tool.  Overall, I just wanted to be sure I covered the bases after the big window with all of its warnings appeared on the computer the other day - and Malwarebytes not working afterward.  Much better now.

[jsac]

Hello Kevin,

Before completing this topic, please provide your recommendations about:  1.  what protective software to have installed (e.g., Malwarebytes, possibly Windows Security Essentials, Adw Cleaner, etc.)  2. what software to avoid (e.g. possibly free antivirus, special toolbars, items claiming to speed up Windows) and 3.  good safety practices.  Perhaps you would suggest a topic here on the forum or a web site with some of this information.

Thank you for all of your help.

Jeff

[kevinf80]

Hello Jeff, This my own set up for my systems running Windows 10 and Windows 7... Windows own Firewall - http://www.thewindowsclub.com/how-to-configure-windows-7-firewall (is marked as 7 but also refers to 10 also) Windows Defender - https://www.howtogeek.com/220232/how-to-use-the-built-in-windows-defender-antivirus-on-windows-10/ Microsoft Security Essentials - https://www.microsoft.com/en-us/download/details.aspx?id=5201 Malwarebytes Premium - https://www.malwarebytes.com/premium/ Works very well with Defender or MSE.. Obviously the paid for version is required for realtime protection. UnChecky - https://unchecky.com/ helps to stop unwanted extras when installing certain free software.. Panda USB Vaccine - https://www.pandasecurity.com/usa/homeusers/downloads/usbvaccine/ Protectes your system when USB devices are plugged in... uBlock Origin for my Browsers: https://chrome.google.com/webstore/detail/ublock-origin/cjpalhdlnbpafiamejdnhcphjbkeiagm?hl=en All the above are free except for Malwarebytes Premium..... Not sure if you`ve heard of software by AOMEI, I use the pro versions. One of two freeware versions I recommend for you is Aomei One Key Recovery, the free version is more than adequate. Its a fully automated service that creates its own hidden Recovery Partition that is available at Boot. The partition holds a full image backup of your C:\ Drive, so if you have major problems you can revert back to that image by selecting the chosen key at boot. https://www.aomeitech.com/onekey-recovery.html The second one is Aomei Backupper Standard, again free version is more than adequate for you. Make sure to read up on these programs at Manf Website before installing and using... https://www.aomeitech.com/ab/standard.html Next, To clean up.... Download "Delfix by Xplode" and save it to your desktop. Or use the following if first link is down: "Delfix link mirror" If your security program alerts to Delfix either, accept the alert or turn your security off. Double Click to start the program. If you are using Vista or higher, please right-click and choose run as administrator Make Sure the following items are checked:   Remove disinfection tools <----- this will remove tools we may have used. Purge System Restore <--- this will remove all previous and possibly exploited restore points, a new point relative to system status at present will be created. Reset system settings <--- this will reset any system settings back to default that were changed either by us during cleansing or malware/infection Now click on "Run" and wait patiently until the tool has completed. The tool will create a log when it has completed. We don't need you to post this. Any remnant files/logs from tools we have used can be deleted… Next, Run Windows Disk Clean Up Utility - https://neosmart.net/wiki/disk-cleanup/ Read the following links to fully understand PC Security and Best Practices, you may find them useful.... Answers to Common Security Questions and best Practices Do I need a Registry Cleaner? Take care and surf safe Kevin...

[jsac]

Kevin,

Thanks for all of your help, and the helpful ideas in your last post.  I'll be sure to take a look at them.  I wish you all the best, a Merry Christmas to come.  Also, if you don't know Christ as your Savior, I invite you to investigate his claims, such as in The Case for Christ by Lee Stroebels.  Thanks again for all of your help.

Jeff

[jsac]

Hello Kevin,

I downloaded and ran Delfix, and I also ran Disk Cleanup.  Also, on this computer, running Windows 7 Home Edition, I have:  Windows Firewall with Advanced Security, Microsoft Security Essentials (which, on my computer, disabled or turned off Windows Defender), Malwarebytes Free Edition, and Adw Cleaner.  I have these same programs on my other (faster!) Windows 7 laptop.  I run MSE, MB, and Adw Cleaner regularly, usually twice weekly.  Great article "Answers to Common Security Questions and Best Practices" - lots of good info there.  I will consider the other ideas you suggested.  Thanks again, Kevin.

Jeff

[kevinf80]

Hiya Jeff,

Thanks for the update, it was a pleasure to work with you...

Regards,

Kevin....

[jsac]

Kevin,

Do I need to start a new topic?  New problem - actually, this appears once every other week or so:  "Windows has recovered from an unexpected shutdown."  I came up to the laptop, and it was restarting, but no one had been on it.  When I clicked on the internet icon that was a frozen circle, it said "Windows explorer has stopped working".  I clicked for a solution, and the main screen reloaded.  Then the window "Windows has recovered from an unexpected shutdown" appeared.

So I have a new problem.  Should I start a new topic with it?

Jeff

[jsac]

I just completed the sfc system scan, and it said "WRP did not find any integrity violations."

Jeff

[kevinf80]

Hiya Jeff,

Those issues "Windows has recovered from an unexpected shutdown." are not malware/infection related. This forum only deals malware/infection problems, there is another forum here at Malwarebytes that deals specifically with BSOD and crashes. If you post to that forum you will get help there, please read the three stickies at the top of that forum for posting instructions etc.

https://forums.malwarebytes.com/forum/160-bsod-crashes-kernel-debugging/

It will also be beneficial to post a link back to this thread so the helper will have a better idea of what we`ve already done...

Regards,

Kevin..

[jsac]

Hey Kevin,

I'll do as you suggested and post to the new forum.  I just want also to say, that I appreciate your willingness to help out here on the forum.  I very much appreciate your knowledge and expertise in helping me, and I'm sure you are similarly appreciated by others you help.   On the personal matter I alluded to - on one's faith - if you want to reply off the forum with questions/comments, you can use this email:  jsacto@gmail.com.  I'll leave it at that.  Thanks again.

All the best to you,

Jeff

[kevinf80]

Glad we could help.

If you need this topic reopened, please send a Private Message to any one of the moderating team members. Please include a link to this topic with your request.

This applies only to the originator of this thread. Other members who need assistance please start your own topic in a new thread.

Thanks