Jump to content

Recommended Posts

Hello, I was checking my malwarebytes premium and I noticed that malware protection was turned off. I didnt turn it off. 

I ran a scan and there was no malware found.

I ran mb support on repair and then i rebooted my computer. After the restart MB was gone from my desktop and not running. 

Im also using AVG and I disabled fake website shield a long time ago because it clashes with MB,

I reinstalled MB now and ran the scan with no malware found, but then it asked for an update. I clicked on personal computer and updated mb

I'm starting to freak out. 

mbst-grab-results.zip

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.

  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  

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

Greetings,

It looks like the installation is still waiting for another reboot so please restart your system one more time to see if that clears things up.  If Malwarebytes still isn't working properly after that then please perform a clean installation by doing the following to see if it corrects the issues:

  1. Download and run the Malwarebytes Support Tool
  2. Accept the EULA and click Advanced tab on the left (not Start Repair)
  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

Once that's done, please verify that Malwarebytes is working properly and let us know if any of the problems persist or if there are any other issues.

Thanks

Link to post
Share on other sites
2 minutes ago, exile360 said:

Greetings,

It looks like the installation is still waiting for another reboot so please restart your system one more time to see if that clears things up.  If Malwarebytes still isn't working properly after that then please perform a clean installation by doing the following to see if it corrects the issues:

 

  1. Download and run the Malwarebytes Support Tool
  2. Accept the EULA and click Advanced tab on the left (not Start Repair)
  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

 

Once that's done, please verify that Malwarebytes is working properly and let us know if any of the problems persist or if there are any other issues.

Thanks

Hello.

I already rebooted and it's working before I posted. I want to know why Malware was turned off. I'm very paranoid that I got a virus that shut down my malware protection. I scanned after all this happened. I just want to know if I am safe now. 

Thank You, 

Link to post
Share on other sites

Ah, I see.  Most likely it was just a temporary hiccup, probably caused by a corrupt database, configuration file or just a problem with the protection driver failing to load.  These issues happen from time to time but should be rare.  The self-protection in Malwarebytes is very good, so an infection turning off your protection would be very unlikely.

Link to post
Share on other sites
47 minutes ago, exile360 said:

Ah, I see.  Most likely it was just a temporary hiccup, probably caused by a corrupt database, configuration file or just a problem with the protection driver failing to load.  These issues happen from time to time but should be rare.  The self-protection in Malwarebytes is very good, so an infection turning off your protection would be very unlikely.

Thank you. So now I don't have anything to worry about?

Link to post
Share on other sites
48 minutes ago, exile360 said:

Ah, I see.  Most likely it was just a temporary hiccup, probably caused by a corrupt database, configuration file or just a problem with the protection driver failing to load.  These issues happen from time to time but should be rare.  The self-protection in Malwarebytes is very good, so an infection turning off your protection would be very unlikely.

Do you know why MB uninstalled after I ran MB support

Link to post
Share on other sites

Correct, there shouldn't be anything to worry about.  As for the Support Tool, it most likely had the reinstall scheduled but failed on reboot (again, it happens, but no big deal).  Basically the Support Tool tried to uninstall MB from your system, have you reboot, then was supposed to launch the installer to reinstall the latest version of MB back onto your system.  Sometimes it fails, especially when a third party AV is installed (like AVG, which may have blocked it for some reason or just messed up the timing of it on boot) and you end up having to reinstall it manually.

So as long as everything is working normally now you should be fine.  If it was an infection you'd know it because you wouldn't have been able to reinstall Malwarebytes, Malwarebytes probably wouldn't run at all, wouldn't scan and there would be other obvious symptoms of infection on your system.  It sounds like it was just a series of little hiccups, any or all of which could have been caused by AVG or something else but it should be fine now and feel free to let us know if any new issues pop up and we'll do our best to help you out.

Link to post
Share on other sites
1 minute ago, exile360 said:

Correct, there shouldn't be anything to worry about.  As for the Support Tool, it most likely had the reinstall scheduled but failed on reboot (again, it happens, but no big deal).  Basically the Support Tool tried to uninstall MB from your system, have you reboot, then was supposed to launch the installer to reinstall the latest version of MB back onto your system.  Sometimes it fails, especially when a third party AV is installed (like AVG, which may have blocked it for some reason or just messed up the timing of it on boot) and you end up having to reinstall it manually.

So as long as everything is working normally now you should be fine.  If it was an infection you'd know it because you wouldn't have been able to reinstall Malwarebytes, Malwarebytes probably wouldn't run at all, wouldn't scan and there would be other obvious symptoms of infection on your system.  It sounds like it was just a series of little hiccups, any or all of which could have been caused by AVG or something else but it should be fine now and feel free to let us know if any new issues pop up and we'll do our best to help you out.

Thank you so much. 

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
  • 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.