Can't start mbam.exe

[dculp]

While browsing, a popup said that my computer had been hijacked. I immediately rebooted my computer and ran my antivirus software (ESET) which didn't find any problems. I then tried to run mbam.exe as administrator. I accepted the popup about allowing the program to make changes to my computer but afterwards the mbam UI didn't appear. I then rebooted into safe mode with networking. The mbam UI then ran successfully and didn't detect any threats. However, all protections were off and couldn't be turned on, either individually or by restore defaults.

Immediately after normal rebooting (not safe mode), the Windows Task Manager showed that the mbam process was not running. However, after attempting to start mbam.exe the Task Manager showed that the mbam process was running but mbam didn't show in the applications tab.

Notes -

1. I worked with nasdaq in the community forum trying to resolve this problem but we couldn't. (See https://forums.malwarebytes.com/topic/248352-cant-start-mbamexe-no-user-interface/?_fromLogin=1#replyForm)
2. I opened a support ticket 2639610 here (https://support.malwarebytes.com/community/contactsupport/pages/home-support) on 6/21 but the response from Adam was "Please continue to work with the people on the forums so we are not providing 2 different answers in 2 different tickets". (I had not previously opened another thicket so I'm unsure of the meaning of Adam's reply.) I responded to Adam but haven't had a further reply.
3. Attached is mbst-grap-results.zip from running Malwarebytes Support Tool Version 1.4.0.615.

Thanks,
Don C.

 

 

mbst-grab-results.zip

[Malwarebytes]

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[exile360]

Greetings,

The webpage you came across was most likely nothing more than a common tech support scam from the sound of it.  They use built in functions in the web browser to lock you onto that webpage, preventing you from closing it without taking more extreme measures outside the browser such as using Task Manager (or rebooting the system as you did).  They don't carry any actual malware/infections, they just try to scare people into believing they are infected to convince them to call their 'support' number to attempt to extort money from them for fake PC cleanup/repair services.

As for the issues with Safe Mode, this is expected as Malwarebytes' protection components do not function in Safe Mode (only the scanner does). With regards to Malwarebytes not running in normal mode, is it running now and do you see the Malwarebytes tray icon in the notification area near the system clock, and are you able to open Malwarebytes (the main UI window), and if so, does it show all protection components enabled?

If not, then please do the following and hopefully it will resolve the issue:

1. 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
   

If the problems still persist then please try entering exclusions in ESET for Malwarebytes to ensure that it is not blocking it or conflicting with it.  The list of items to exclude can be found in this support article; be sure to exclude Malwarebytes' executables (.exe files) from ESET's real-time protection and firewall as well, not just its scan engine.  It may also help to exclude ESET from Malwarebytes.  To do so, simply follow the instructions under the Exclude a File or Folder section of this support article to exclude ESET's program folder (likely under C:\Program Files and/or C:\Program Files (x86)) as well as its data folder which is likely located under C:\ProgramData.

If the issue still isn't resolved then please try running ADWCleaner and have it scan and remove any items it detects, restarting your system if prompted to complete the removal process.  If you're still seeing issues after that, then please try running Malwarebytes Anti-Rootkit and likewise scan with it and have it remove anything it detects and restart if prompted to do so.

Once all of that is done, if you're still seeing issues with Malwarebytes then please provide a fresh set of logs so that we can take a look at the current status of the installation and system:

1. Run the Malwarebytes Support Tool
2. Accept the EULA and click Advanced tab on the left (not Start Repair)
3. Click the Gather Logs button, and once it completes, attach the zip file it creates on your desktop to your next reply
   

Please let us know how it goes and if necessary, please provide the requested ZIP file.

Thanks

[dculp]

Thanks for your extensive explanation. The problem was resolved by using the Clean button of the Malwarebytes Support Tool.

Any idea what might have caused the problem?

Don C.

 

[exile360]

Probably just an issue with one of Malwarebytes' drivers or configuration files.  They can become corrupted on rare occasions and a clean install usually fixes it.

Anyway, if your system is behaving normally now then you should be fine, however if you have any more trouble and suspect you might be infected then please read and follow the instructions in this topic and create a new topic in our malware removal area by clicking here and one of our malware removal specialists will assist you in checking and clearing the system of any threats as soon as one is available.

Please let us know if there is anything else we might assist you with.

Thanks