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Says I'm clean, but maybe not

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Last week, I think I made a backup to an external hard drive that's infected with something. After that, my wallpaper changed twice on its own and my finder preferences kept changing. While helping my daughter with some schoolwork, I was prompted to download adobe flash player in order to access content on her class website, so I did (and was still unable to access the content). After that, when I tried to login to my Microsoft email, there was a quick pop up that said something about my passport and quickly disappeared. Then the screen said it appears I have had this problem before & told me to do an antivirus scan (super confusing). I did a scan with malwarebytes and it said I'm clean. But when I tried to open the preferences in safari, the App Store store and excel opened instead. My website preferences have been configured for a couple of pop up sites, which I can't remove. There's more I could go into, but I'll spare any more details until I know if anybody can help me. Please help. Thanks.

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I suspect  staff will need to have you open a support ticket and submit some diagnostic information directly.

The only advice I can give you t the moment is to NEVER follow a supposed Adobe Flash Player update popup ever again! 99.9% of them are fake today. If you already have Flash Player installed, open SystemPrefs->Flash and check for an update. Otherwise navigate to Adobe's Flash Player in your favorite browser and download it there.

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I realize made ridiculous mistakes, but I'm recovering from a torn rotator cuff and I guess sometimes the pain gets the best of me. I noticed in the malwarebytes log that even though the app updates, it doesn't really update. For instance, the app updated to version 3.6.21, but the "protection" was only updated to 3.0.332. Not sure if I'm confused about the way this works. 


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3 hours ago, eraemh said:

Do I need to purchase the premium version for that?

Not to my knowledge. Just go here to fill out the form https://support.malwarebytes.com/community/consumer/pages/contact-us

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  • Staff

Al is right that the best way to deal with this is through a support ticket, but if you'd prefer to handle it here instead, send me a DM. (You can also mention my name - Thomas Reed - in a support ticket to ensure that I see it.) To diagnose an infection that's not being detected, if that's what this is, we would need to gather some information from your computer you may not want posted publicly. (Nothing overly sensitive, but still containing some personal info, like your username, and info about the configuration of your system.)

Regarding the protection updates, those are not going to be the same numbers as the program version numbers. 3.0.332 was the correct version of the database at the time of your screenshot, and it should have updated to 3.0.333 by now.

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