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Help Before Reinstalling. After Ransomware/Rootkit


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Windows 10 Fall Creators Update. 

Malwarebytes 3.6.1

 

Hello,

Malwarebytes Reports said a Trojan was blocked and removed by Malwarebytes on 12/13/019 (according to Malwarebytes Reports.)

On 12/14/019 Malwarebytes reported that I had a Ransomware attack but that it had blocked it.  Since that time my computer began to run very slowly but usable.

On /1/14/019,  I turned on my computer and it began operating very strangely. It tried to trick me by getting me to enter my Microsoft account password. I did not enter it.

At this point, I think I have it contained but Windows Defender offline Ransomware Removal Offline program will  not start at all, and the last 2 out of 3 times Malwarebytes Rootkit scanner did not show up while running a scan in the Dashboard.

I don't really need any technical help. What my question is how do I deactivate Malwarebytes without losing protection between the time I deactivate Malwarebytes and I reset Windows. 

Thank You. 

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***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: 

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If you haven’t already done so, please run the Malwarebytes Support Tool and then attach the logs in your next reply:

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2 hours ago, Bob256 said:

I don't really need any technical help. What my question is how do I deactivate Malwarebytes without losing protection between the time I deactivate Malwarebytes and I reset Windows.

Hello and Welcome...

By reset windows, do you mean re-install or do a system restore?

To Deactivate Malwarebytes simply go to Settings -> Account Details -> Deactivate License

Once your are done doing what you want with windows, then simply re-install Malwarebytes and activate it with your License Key

Or is there something else you are wanting to do?

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I believe that I was "overthinking" this. I meant that I was not doing a complete "reinstall" of Windows just the reset that removes everything but your documents and pictures. 

I may have more troubles but I appreciate your help.

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Hi Bob256,

If you have trouble reactivating Malwarebytes after refreshing Windows, please send me a private message (click my name followed by Message) with your Malwarebytes Premium license key or reference number and I'll look into it.

Have you performed the refresh of Windows yet? If you haven't, the log file generated by the following instructions will help us better understand what happened:

YbWgqUx.png Malwarebytes Support Tool (MBST)

  • Please download MBST using the link below:
    http://downloads.malwarebytes.com/file/mbst
  • Once the file is downloaded, open your Downloads folder or the location of the downloaded file.
  • Double-click YbWgqUx.png mb-support-#.#.#.###.exe to run the program.
  • If prompted, place a checkmark next to Accept License Agreement and click Next.
  • Click the Advanced menu on the left. Please do not click Start Repair.
  • Click Gather Logs.
  • Upon completion, click OK.
  • A file named HSPwQfy.png mbst-grab-results.zip will be saved to your Desktop.
  • Please attach the file in your next email reply.
Edited by LiquidTension
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Wanted to make a final post on this. I think (not 100%) positive that it was fixed. I ended up doing a reset of my laptop.

I think I just read what it was. It's tough. The article suggested the usual. Keeping my computer updated and running my malware software didn't stop it. I do that every single day. The article suggested an ad-blocker. I had a good ad-blocker and it didn't stop it.

What I would do, absent a very good backup strategy is to encrypt your entire hard drive. I have some experience with this (not professional) but I also know I got lucky. 

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6 minutes ago, Bob256 said:

Wanted to make a final post on this. I think (not 100%) positive that it was fixed. I ended up doing a reset of my laptop.

I think I just read what it was. It's tough. The article suggested the usual. Keeping my computer updated and running my malware software didn't stop it. I do that every single day. The article suggested an ad-blocker. I had a good ad-blocker and it didn't stop it.

What I would do, absent a very good backup strategy is to encrypt your entire hard drive. I have some experience with this (not professional) but I also know I got lucky. 

I didn't know how to edit my previous post but I wanted to make this point clear. I reset/refreshed Windows.

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