Malwarebytes program disappears from 2 PC machines

[kensp]

Had Malwarebytes free installed on my 2 laptops at home - linked to home wifi network

Discovered malwarebytes program had gone from both machines. Machines running a bit slow.

Then downloaded and installed latest V of Malwarebytes, ran scan, no problems detected.

Ran Bitdefender quick scan, no problems reported.

Anyone like to help me understand how the program vanished from 2 machines?

[Maurice Naggar]

Hi, @kensp    

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

If you would, pick one of these machines, then run the support tool.

 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.

 

[kensp]

Thank you, I await results.

mbst-grab-results.zip

[Maurice Naggar]

Thanks for the support tool report file.  I notice the last install on the 22nd with version 3.8.3.   It shows installed as a free trial.

Unfortunately, this report set does not show history of installs prior to the 22nd. Lacking that, one hesitates to guess about any prior MB install.

 

Let me suggest the following adjustments.

BitDefender needs some adjusting so that it treats Malwarebytes as a trusted application.

What follows is a first step to have Windows 10 show all files and folder. Do not let this spook you out.
There is a how-to at Tenforums. Use either option one or two or three
https://www.tenforums.com/tutorials/7078-turn-off-show-all-folders-windows-10-navigation-pane.html

What follows are the adjustments for BitDefender.
⦁    Open the Bitdefender product installed
⦁    Click VIEW FEATURES
⦁    Under ANTIVIRUS, Click Settings
⦁    Click EXCLUSIONS

⦁    Click ADD
⦁    Ensure Both is selected
⦁    Enter C:\Program Files\Malwarebytes into the text field and click Add
⦁    Repeat for C:\ProgramData\Malwarebytes

⦁    Click ADD
⦁    Ensure Both is selected
⦁    Enter C:\Windows\System32\drivers\mbam.sys into the text field and click Add
⦁    Repeat for the following files:
⦁    C:\Windows\System32\drivers\mwac.sys
⦁    C:\Windows\System32\drivers\mbamswissarmy.sys
⦁    C:\Windows\System32\drivers\mbamchameleon.sys
⦁    C:\Windows\System32\drivers\farflt.sys
⦁    C:\Windows\System32\drivers\mbae64.sys
⦁    Click the back arrow
⦁    Under WEB PROTECTION, click Whitelist

⦁    Enter *.mwbsys.com into the text field and click Add
⦁    Click Save
⦁    Click Close to finish

I would suggest a Windows Restart from the Start menu at this point. Wait for system to reload and to settle beck in.

 

[kensp]

Thank you  for your assistance, Maurice.

I will make the Bitdefender adjustments once the current scan ends - probably another 36 hours

Shall let you know how we get on.

Regards

[Maurice Naggar]

OK.   Thank you.