Help getting Mb to open

[erich]

I have tried reinstalling Mb but it refuses to open. I still get threat notifications but that's all that comes up.I have done some browsing on related posts and it was suggested that I install the MB support tool and save my logs. Please let me know what steps I need to take next.  

Thanks

mbst-grab-results.zip

[LDTate]

Hello Erich

and

 

* Please download *MB-Clean* using the link below.

https://downloads.malwarebytes.com/file/mb_clean

* *Note:* This link provides the latest version of MB-Clean. Please download the latest version even if you have previously downloaded the tool.

* After downloading the latest version, please double-click *mb-clean-2.4.1.1015.exe* to run the program.

* Click *Yes* when prompted and wait.

* If you are prompted to reboot, click *Yes*. This is very important! If you are not prompted, please skip to the last bullet point.

* After your computer has rebooted, please click *Yes* when prompted to reinstall Malwarebytes 3.0.

* A progress bar will appear. Installation of Malwarebytes 3.0 will commence shortly after.

* Upon completion, please *open Malwarebytes*.

* *Note:* If you had *Malwarebytes Premium* activated prior to running MB-Clean, please verify Premium is now activated.

* *Note:* If installation of Malwarebytes 3.0 does not commence, please skip to the last bullet point below.

* A log named *mb-clean-result.txt* will be saved to your *Desktop*.

 

 

 

 

[erich]

I have completed the steps you outlined above. Mb still wont open after running clean up and reinstalling. Here is the log that was generated. 

mb-clean-results.txt

[LDTate]

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 https://support.microsoft.com/en-us/help/15056/windows-7-32-64-bit-faq if you're not sure if your computer is 32-bit or 64-bit

FRST 32-bit version: https://downloads.malwarebytes.com/file/FRST

FRST 64-bit version: https://downloads.malwarebytes.com/file/FRST64

Note: You need to run the version compatible with your system. You can check here https://support.microsoft.com/en-us/help/15056/windows-7-32-64-bit-faq 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.

[LDTate]

I checked the logs in your original post and everything appears fine.

2018-12-03 13:58:04.876   Malwarebytes v3.x was installed successfully.

 

Restart your computer in Safe Mode.

Step 1: When you hit the power button in Windows 8.1 / 10 (through Charms Bar), hold down the Shift key when clicking the Restart button.

Step 2: The next screen will present you with three options. Click Troubleshoot.

Step 3: Next, hit Advanced options followed by Windows Startup Settings from the next screen.

Step 4: Your PC will now be rebooted to enable the advanced parameters, which include Safe Mode as well. Once it restarts, you’ll get nine options whereby the following commands apply:

F4 for Safe Mode

F5 for Safe Mode with Networking

F6 for Safe Mode with Command Prompt

Based on your selection, Windows 8.1 (or Windows 8 or 10 the method applies to both) will boot accordingly.

F5 for Safe Mode with Networking

Then press the enter key on your keyboard to boot into Windows Safe Mode.

When Windows starts you will be at a typical logon screen. Logon to your computer and Windows will enter Safe mode.

Open Malwarebytes (MBAM) and delete all in Quarantine

**Power Off** (shutdown, the pc.

Wait a few minutes.

Restart in Normal Mode and see if Malwarebytes will now open / run

 

[erich]

17 minutes ago, LDTate said:

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 https://support.microsoft.com/en-us/help/15056/windows-7-32-64-bit-faq if you're not sure if your computer is 32-bit or 64-bit

FRST 32-bit version: https://downloads.malwarebytes.com/file/FRST

FRST 64-bit version: https://downloads.malwarebytes.com/file/FRST64

Note: You need to run the version compatible with your system. You can check here https://support.microsoft.com/en-us/help/15056/windows-7-32-64-bit-faq 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.

Here is the files you requested. This is the first time I have ran FRST.

Thanks!

 

 

FRST.txt

Addition.txt

[LDTate]

4 minutes ago, LDTate said:

I checked the logs in your original post and everything appears fine.

2018-12-03 13:58:04.876   Malwarebytes v3.x was installed successfully.

 

Restart your computer in Safe Mode.

Step 1: When you hit the power button in Windows 8.1 / 10 (through Charms Bar), hold down the Shift key when clicking the Restart button.

Step 2: The next screen will present you with three options. Click Troubleshoot.

Step 3: Next, hit Advanced options followed by Windows Startup Settings from the next screen.

Step 4: Your PC will now be rebooted to enable the advanced parameters, which include Safe Mode as well. Once it restarts, you’ll get nine options whereby the following commands apply:

F4 for Safe Mode

F5 for Safe Mode with Networking

F6 for Safe Mode with Command Prompt

Based on your selection, Windows 8.1 (or Windows 8 or 10 the method applies to both) will boot accordingly.

F5 for Safe Mode with Networking

Then press the enter key on your keyboard to boot into Windows Safe Mode.

When Windows starts you will be at a typical logon screen. Logon to your computer and Windows will enter Safe mode.

Open Malwarebytes (MBAM) and delete all in Quarantine

**Power Off** (shutdown, the pc.

Wait a few minutes.

Restart in Normal Mode and see if Malwarebytes will now open / run

 

 

[erich]

I have followed your steps without issue up till getting Mb to open. I am still not getting a response unfortunately. 

[LDTate]

We are going to manually uninstall Malwarebytes (MBAM) first.

I have attached A file I need you to download and save it to the same place that you saved the FRST program

Download attached **fixlist.txt** and save it to same location where the FRST tool is located.

NOTE: Both FRST.exe and the fixlist.txt must be in the same location or the fix will not work.
Close all browsers before running.

Double click FRST to run the tool. If the tool warns you the version is outdated, please download and run the updated version.
 •Click the **Fix Button**.
 
•If you receive a message that a reboot is required, please make sure you allow it to restart normally.

•The tool will complete its run after restart.

When finished, the tool will make a log (Fixlog.txt) in the same location from where it was run. Please attach the Fixlog.txt in your reply.

 

fixlist.txt

[erich]

Fixlog.txt

[LDTate]

Can you run that fix again in Normal Windows Mode?

 

26 minutes ago, LDTate said:

We are going to manually uninstall Malwarebytes (MBAM) first.

I have attached A file I need you to download and save it to the same place that you saved the FRST program

Download attached **fixlist.txt** and save it to same location where the FRST tool is located.

NOTE: Both FRST.exe and the fixlist.txt must be in the same location or the fix will not work.
Close all browsers before running.

Double click FRST to run the tool. If the tool warns you the version is outdated, please download and run the updated version.
 •Click the **Fix Button**.
 
•If you receive a message that a reboot is required, please make sure you allow it to restart normally.

•The tool will complete its run after restart.

When finished, the tool will make a log (Fixlog.txt) in the same location from where it was run. Please attach the Fixlog.txt in your reply.

 

fixlist.txt

 

[erich]

Yes I apologize about that! Here is the updated fix file.

Fixlog.txt

[LDTate]

One more time

 

I have attached A file I need you to download and save it to the same place that you saved the FRST program

Download attached **fixlist.txt** and save it to same location where the FRST tool is located.

NOTE: Both FRST.exe and the fixlist.txt must be in the same location or the fix will not work.
Close all browsers before running.

Double click FRST to run the tool. If the tool warns you the version is outdated, please download and run the updated version.
 •Click the **Fix Button**.
 
•If you receive a message that a reboot is required, please make sure you allow it to restart normally.

•The tool will complete its run after restart.

When finished, the tool will make a log (Fixlog.txt) in the same location from where it was run. Please attach the Fixlog.txt in your reply.

fixlist.txt

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Thanks