Can not open malwarbytes and access services.

[stephf92]

Hello,
After several cleanings, I have a virus that prevents malwarebytes from working.
Here is what I had as a window to the installation (photo 1&2)

Then at each launch (photo 3)

Can not manually start malwarbytes services (photo 4&5)

A replacement of the "hosts" file has not changed anything.

Thank you for helping me.

[Maurice Naggar]

Hi,   

I will be helping and guiding you, going forward.
We need to get information from this machine in order to have the proper detail to help you forward.  We need actual reports.
 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.

    Download Malwarebytes Support Tool
    
    
    Once the file is downloaded, open your Downloads folder/location of the downloaded file
    Double-click mb-support-1.4.0.615.exe to run the report
        You may be prompted by User Account Control (UAC) to allow changes to be made to your computer. Click Yes to consent.
        
    Place a checkmark next to Accept License Agreement and click Next
    You will be presented with a page stating, "Get Started!"

    Do NOT use the button “Start repair” !
    Click the Advanced tab on the left column
    
    Click the Gather Logs button
    
    A progress bar will appear and the program will proceed with getting logs from your computer
   
    Upon completion, click a file named mbst-grab-results.zip will be saved to your Desktop. Click OK
    Please attach the ZIP file in your next reply.

 

Thank you.

 

[stephf92]

Thank you for your help.
Here is the zip file:

 

mbst-grab-results.zip

[Maurice Naggar]

Hello Stéphane,

Thank you for the support tool report.

The first thing that needs to be take care of, is,  the issue of this machine having 2 antivirus/ anti-malware products both running actively.

Emsisoft Anti-Malware   &   Kaspersky Anti-Virus

.

If one of them is not paid for, uninstall that.

Pick between the two.   You should only have one of them.

Plus, since this is on a Windows 10   ( it comes pre-loaded with the excellent Windows Defender).

If you did not pay for either, uninstall both

Emsisoft Anti-Malware   &   Kaspersky Anti-Virus

.

ATTENTION: Windows  System Restore is disabled.

That is a important and key Windows service.

Lets be sure it gets turned back ON.

See this guide  https://www.tenforums.com/tutorials/4533-turn-off-system-protection-drives-windows-10-a.html

.

I would like to suggest a new clean re-install of Malwarebytes for Windows.   Please use the following article as a guide
Uninstall and reinstall using the Malwarebytes Support Tool
https://support.malwarebytes.com/docs/DOC-2674

 

Cheers,

[stephf92]

Perfect. it's installed and open. I had 1 malware and 4 crap (pump). I was sure of it. Malwarebytes never let me down.
Question: I was told that Kaspersky (for example) + Malwarebytes were needed to provide good protection. What do you think, knowing that malwarebytes still finds things that Kaspersky does not find?
Otherwise yes, Emisoft was there only temporarily to clean up my nonsense. I did not know but he found me a virus that kaspersky had not seen. I finally uninstalled it.

I had previously used mbam clean and adwcleaner and cccleaner but it did not solve my problem. Now I am reassured. Thanks a lot for your help.

[Maurice Naggar]

The Windows 10 Windows Defender is a excellent and powerful antivirus.   Use that.  Save money.  The Windows Defender is free & pre-built into Windows.

It works well with Malwarebytes.

I am glad to read that this pc has a good install of Malwarebytes.

.

Start Malwarebytes from the Start menu.

Click the SCAN button.
Select a Threat Scan ( which should be the default).

When the scan phase is done, be real sure you Review and have all detected lines items check-marked on each line on the left. That too is very critical.

Then click on Quarantine selected.

 

Be sure all items were removed   ( if any are flagged).

 

In Malwarebytes.
Click the Reports button ( on the left )
Look for the "Scan Report" that has the most recent Date and time.

When located, click the check box for it and click on View Report.
Then click the Export button at the bottom left.
Then select Text File (*.txt)

Put in a name for that file and remember where the file is created.

Then attach that file .

 

Let me know if you need anything else.

[stephf92]

Here's the report. Thank you again sincerely for your help.

 

My malwarebytes password was no longer valid. I had to change it. Is this normal?

rapport malwarebytes du 23-05-2019.txt

[stephf92]

Can you delete the zip file above? There is already 2 downloads instead of 1... Thank you.

[Maurice Naggar]

Hi,

Thank you for the Malwarebytes scan report. This shows the cleanup of one P U M  (potentially unwanted modification) & one leftover registry trace, which is inert.

This Malwarebytes install shows the program is in Trial mode.

I do not fully comprehend what you mean by "" My malwarebytes password was no longer valid. ""

Where is that exactly?   What do you call a password ?  and just where ?

.

The Malwarebytes program works now.  Is there anything else that you need?

[stephf92]

I meant my malwarebytes forum password. But in fact it was an identifier error. False alert.
Thank you again for your attention and your availability. All the best.

[Maurice Naggar]

You are welcome.   Best to you.

Cheers,

[AdvancedSetup]

Glad we could help.

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Thanks