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samperuso1

Malware protection, unable to turn on

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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:

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:
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Greetings,

I'm sorry that the software isn't working properly for you, but hopefully we'll be able to get it fixed up and working again.

To start, please run the Support Tool again and this time click on the Start Repair button and follow the onscreen instructions, allowing it to restart your system if prompted.  Once that's done, check to see if the software is now working properly with all protection components enabled.

Please let us know how it goes and if you have any further questions or issues.

Thanks

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Excellent, I'm glad to hear it :) 

If there's anything else we might assist you with please don't hesitate to let us know.

Thanks

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Hi

I hope it's okay to put this here, rather than start another post.

Having the same problem again, Malware protection and web protection won't turn on.

I have enclosed a log as instructed the last time. I clicked on Repair, but nothing is happening, probably jumped the

gun a little.

Regards

Brian

mbst-grab-results.zip

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Excellent, I'm glad that it's fixed (again), and hopefully it stays fixed this time but let us know if you have any further issues and require our assistance.

Thanks

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Hi @samperuso1,

Thanks for reporting the issue.

If you encounter it again, please hold off on running a repair with the Malwarebytes Support Tool so we can investigate the issue further.

In the event you experience another issue with Malware Protection loading, please do the following:

  • Press the Windows Key + R on your keyboard at the same time.
  • Type cmd and click OK.
  • Copy the following text:
reg query "HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\MBAMProtection" /s >> "%userprofile%\desktop\regquery.txt"
  • Right-click the Command Prompt window and click Paste. Press Enter on your keyboard.
  • A file named regquery.txt will be saved to your desktop. Please attach this in a post.

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Hi Brian,

Thanks very much. When the computer is shut off, is it always done gracefully (Windows Start button > Shut down) or is it sometimes hard powered off (e.g. hold the power button down)?

Please do the following:

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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Hi, before i do as you ask....I always shut it down the correct way...but recently when i boot it to the homw screen, i go for my coffee

when i come back, i have a blue screen, i then press the power button, to close it completely, then start it again, it then asks me if i want to start windows normally, and i click yes, and it is okay..been doing that for about 2-3 months. Away to try what you asked..Thankyou

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Thanks for the information. I suspect the abnormal terminations of Malwarebytes (caused by the blue screens) are the reason for your issues with Malware Protection.

Once we have the new mbst-grab-results.zip file, we'll be able to take a closer look at the blue screens.

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While we wait for @LiquidTension to review your logs...

I see you are on Windows 7 Home and are still running version 3.6.1.  Have you tried installing the latest version 3.7.1?  There were some issues on some windows 7 computers with version 3.6.1 that were getting some freezes.  Perhaps upgrading to version 3.7.1 may fix your issues.

Download the Latest MB3 v3.7.1.2839 CU 1.0.538 from ->>RIGHT HERE<<-

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Off to work guys, thanks for helping me, be back in the morning, hopefully LiqidTension will have a fix for me.

 

Thanks Again

Brian

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Hi Brian,

Thank you for the file. Please let us know how you get on with version 3.7.1. This version includes improvements to the installing and recovery of Malware Protection.

How often do the blue screens occur?

It doesn't look like there's a full memory dump available. This is most likely because Windows is not configured to create one. Please refer to option 2 in the article linked below on configuring the creation of a full memory dump when the computer blue screens.

https://www.sevenforums.com/tutorials/174459-dump-files-configure-windows-create-bsod.html

The next time your computer blue screens, a file named MEMORY.dmp should be created in C:\Windows. Please upload this file to WeTransfer.com using the instructions below and provide a download link in your post.

  • Press the Windows Key + R on your keyboard at the same time.
  • Type C:\Windows and click OK.
  • Right-click MEMORY.dmp and click Send to followed by Compressed (Zipped) folder.
  • When prompted if you wish to save the file to your Desktop, click Yes.
  • Open the WeTransfer.com website.
  • Click Add your files, navigate to your Desktop and double-click the recently created Zip file.
  • Click (...) and select the link radio button under Send as.
  • Click Transfer.
  • Copy the download link and paste it in a new forum post.

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Will install it soon as i reply mate.

The blue screen on start up, probably started around the same time i could not turn on Malware protection, as i said

it only happens when i boot my laptop as normal,  and come back to it a few minutes later, does not happen all the time,

but the only option i have, is to hit the power button, to power it off, and reboot, it may only happen 3 times a week.at most.

The previous evening i turn it off, just normally, with the start menu.

I am about to follow your instructions, but will install the  version 3.7.1 just before i do.

Thank you

Brian

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I have installed version 3.7.1 , and follwed the instructions to create a full memory dump, in case my problen comes back.

If it does, i will go back and follow the instructions you gave LiquidTension in the second half of your post.

Thankyou for taking the time to sort my issues, much appretiated.

Regards

Brian

 

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Thanks for the follow up information, please let us know how it goes now that you have the latest version installed.

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On 2/13/2019 at 4:24 PM, samperuso1 said:

I have installed version 3.7.1 , and follwed the instructions to create a full memory dump, in case my problen comes back.

If it does, i will go back and follow the instructions you gave LiquidTension in the second half of your post.

Great, thank you!

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