Jump to content
chickishaw

Can't run or unistall Malwarebytes

Recommended Posts

Hello,

I recently suspected an infection on my machine and attempted to run Malwarebytes, however the program does not start.  I've also tried uninstalling but the uninstaller hangs.  I've run the mb-clean exe and was able to install and run Malwarebytes again.  The scan found a couple of instances of Trojan.Siredef.C in the recycle bin.  Once quarantined, a reboot was necessary, and not Malwarebytes is no longer operating.

Where do I go from here?

Thanks very much

Share this post


Link to post
Share on other sites

Hi, @chickishaw     :welcome:

My name is Maurice. I will be helping and guiding you, going forward on this case.


We need to get information from this machine in order to have the proper detail to help you forward.
 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.

 

Share this post


Link to post
Share on other sites

Thanks for the FRST.   NOTE, I really wanted the Support tool run.   I need to see all the old setup logs for the Malwarebytes installs.

Please see post # 2  and run that tool.    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.

Share this post


Link to post
Share on other sites

Hi Maurice,

Thanks for the reply.  I've very new to the process, but is there a way to upload the files directly to you rather than to the open forum?

Share this post


Link to post
Share on other sites

The reports do not have personal information.   That said, you can attach the zip file into a personal message ( P M ) to me.

Share this post


Link to post
Share on other sites

Thank you for the report.  It seems there were multiple installs / uninstalls within a short period of time.

Here is how I would like you to address the Malwarebytes program install issue.

# 1,   Close all your open programs;  save your open work, if any.  Lets do a Windows Restart so that you "clear things"  and have a fresh loadup of Windows.

Be careful to not start any programs you do not have to use right away.

# 2.  Do a new install like this here.

Please try uninstalling and reinstalling Malwarebytes for Windows using the Support tool. Let me know if that clears up the issue or not.

Uninstall and reinstall using the Malwarebytes Support Tool

https://support.malwarebytes.com/docs/DOC-2674

 

Share this post


Link to post
Share on other sites

I ran the clean-up tool and reinstalled Malwarebytes.  I ran a scan of the machine and found no infections.  I've forwarded you the output as well as fresh log output.

 

 

Share this post


Link to post
Share on other sites

Hello.   The scan run log report from Malwarebytes is perfect.

You can do one special scan with a Microsoft tool.

The Microsoft Safety Scanner is a free stand-alone virus scanner that  can be used to scan for & remove malware or potentially unwanted software from a system.

The download links & the how-to-run-the tool are at this link at Microsoft

https://docs.microsoft.com/en-us/windows/security/threat-protection/intelligence/safety-scanner-download

 

Let me know the result of that scan run.  You are able to use Malwarebytes for Windows.  Depending on the result of this scan, I believe this machine is good to go.

.

Be sure to do a one time check with Microsoft Windows Update.

Regards,

Share this post


Link to post
Share on other sites

Glad we could help.

If you need this topic reopened, please send a Private Message to any one of the moderating team members. Please include a link to this topic with your request.

This applies only to the originator of this thread. Other members who need assistance please start your own topic in a new thread.

Thanks

 

Share this post


Link to post
Share on other sites

Hi,

You indicated there are issues with Malwarebytes for Windows.  Please do not do any changes on your own.

Lets also get fresh report from this system.

We need to get information from this machine in order to have the proper detail to help you forward.
 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.

 

Share this post


Link to post
Share on other sites

Hi.   Did you see my last reply, asking for a fresh report ?  I did re-open the Topic for you.

Share this post


Link to post
Share on other sites

I am rechecking with you.  The case was re-opened last Monday.  Did you see my reply from Monday ?   Are you still with us ?

Share this post


Link to post
Share on other sites

Hi Maurice,

Very sorry for delay but traveling overseas with limited access.  The machine was reimaged so capturing new logs wouldn't be relevant.  Thank you for your assistance but I will not be able to troubleshoot this further.

Share this post


Link to post
Share on other sites

I understand that the machine was re-imaged.   I am just going to relay some common safety advice.

It is not enough to just have a security program installed. Each pc user needs to practice daily safe computer and internet use.

 

Safer practices & malware prevention:
Follow best practices when browsing the Internet, especially on opening links coming from untrusted sources.
First rule of internet safety: slow down & think before you "click".
Free games & free programs are like "candy". We do not accept them from "strangers".


Never open attachments that come with unexpected ( out of the blue ) email no matter how enticing.
Never open attachments from the email itself. Do not double click in the email. Always Save first and then scan with antivirus program.

Never click links without first hovering your mouse over the link and seeing if it is going to an odd address ( one that does not fit or is odd looking or has typos).

 

Pay close attention when installing 3rd-party programs. It is important that you pay attention to the license agreements and installation screens when installing anything off of the Internet. If an installation screen offers you Custom or Advanced installation options, it is a good idea to select these as they will typically disclose what other 3rd party software will also be installed.
Take great care in every stage of the process and every offer screen, and make sure you know what it is you're agreeing to before you click "Next".

Use a Standard user account rather than an administrator-rights account when "surfing" the web.
See more info on Corrine's SecurityGarden Blog http://securitygarden.blogspot.com/p/blog-page_7.html
Dont remove your current login. Just use the new Standard-user-level one for everyday use while on the internet.


Check in at http://windowsupdate.microsoft.com 
Windows Update and install any Important Updates offered.

Make certain that Automatic Updates is enabled.
https://support.microsoft.com/en-us/help/12373/windows-update-faq




Keep your system and programs up to date. Several programs release security updates on a regular basis to patch vulnerabilities. Keeping your software patched up prevents attackers from being able to exploit them to drop malware.

For other added tips, read "10 easy ways to prevent malware infection"

All the best to you.

Share this post


Link to post
Share on other sites

Glad we could help.

If you need this topic reopened, please send a Private Message to any one of the moderating team members. Please include a link to this topic with your request.

This applies only to the originator of this thread. Other members who need assistance please start your own topic in a new thread.

Thanks

 

Share this post


Link to post
Share on other sites
Guest
This topic is now closed to further replies.

  • Recently Browsing   0 members

    No registered users viewing this page.

×
×
  • Create New...

Important Information

This site uses cookies - We have placed cookies on your device to help make this website better. You can adjust your cookie settings, otherwise we'll assume you're okay to continue.