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Runtime error (at 434:375): Could not call proc.


Razi
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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 on the left column
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  7. Click the Gather Logs button
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  8. A progress bar will appear and the program will proceed with getting logs from your computer
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  • Staff

Greetings,

I'm sorry that you're having this issue, but hopefully we'll be able to get the problem corrected for you.  Looking briefly at your logs, the only item I noticed was that Windows shows that your system has crashed a few times recently.  I don't know if it is related or not, but it certainly could be, particularly if it caused your installation to become corrupted somehow.

If it was only Malwarebytes that was corrupted and not Windows itself, then fixing it shouldn't be too difficult.  Please do the following and let us know how it goes:

  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

Hopefully that fixes the problem, but please let us know and we'll try something else if it still isn't resolved.

Edited by AdvancedSetup
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I followed the steps and when my laptop rebooted and the program tried to reinstall MB3, the same error showed up.

Also, I usually use Sleep instead of Shut Down when switching it off. And when I start my laptop the next time, Windows usually crashes.

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Hello.

It would be good to have you run the report tool so that all the latest setup logs are gathered for review.

But first, some things for Windows.

Your pc runs Windows 10.   I would suggest you check and be sure that Windows 10 “fast startup” is OFF

https://www.tenforums.com/tutorials/4189-fast-startup-turn-off-windows-10-a.html

 

Next, suggest that ( at your next best opportunity) enable the F8 function key use at machine boot  ( that way you have means to have advanced startup options

See Option One at this article

https://www.tenforums.com/tutorials/22455-enable-disable-f8-advanced-boot-options-windows-10-a.html

 

Now, the new report using the Malwarebytes support tool.   Find where you had saved it.

Double-click mb-support-1.4.0.623.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.

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Hi.  I have moved this topic so you can have one to one help with me.

Just a sidenote, but it is likely there was a failed Microsoft Windows Update on this box on the 25th.   Long term, it is important that this Windows be updated to Build 1903 of Windows 10.

Also, there was a general network error on the 18th during one of the attempts to upgrade Malwarebytes.

 

Just as a housekkping step, lets set this Windows to show all folders and system folders & all hidden files.

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

 

The Malwareytes support tool is at the Downloads folder   C:\Users\rnf97\Downloads\mb-support-1.4.1.623.exe

The purpose of this reply is to do one scripted cleanup & second, to do a new guided in-place upgrade for Malwarebytes version 3.8.3

[ 1 ]

This fix is for Razi  only.

 

Please Close and save any open work files before you start this next step.  It may involve a Windows Restart at the end of it.

I am sending a   custom Fix script which is going to be used by the FRSTENGLISH tool. They will both work together as a pair.

Please RIGHT-click the (attached file named) FIXLIST and select SAVE AS and save it directly ( as is) to the Downloads  folder

The tool named FRSTENGLISH.exe  is already on the Downloads folder.

Start the Windows Explorer and then, open the Downloads folder.


Double click FRSTENGLISH

  to run the tool. If the tool warns you the version is outdated, please download and run the updated version.
Click the Fix button just once, and wait.

 

FRST_Fixl.png.c4c1c0dddcc49b11fa400590f070bd5e.png

 

PLEASE have lots and lots of patience when this starts. You will see a green progress bar start. Lots of patience. Some machines take longer than others.
If you receive a message that a reboot is required, please make sure you allow it to restart normally.
The tool will complete its run after restart.
When finished, the tool will make a log ( Fixlog.txt) in the same location from where it was run.

Please attach the FIXLOG.txt with your next reply  as you get the time. 

 

[ 2 ]

After the Windows restart, lets do this upgrade-in-place

Go to the Downloads folder.

 

1.    RIGHT-click mb3-setup-consumer-3.8.3.2965-1.0.613-1.0.11270.exe   & select  "Run as Administrator"   to start the Malwarebytes for Windows setup.

Reply YES when prompted for confirmation to allow the setup-file to proceed


2.    Follow the installation instructions to complete setup.


Watch all of the process. Have lots of patience.
Let me know how it goes. When setup has completed, my suggestion is always to do a Windows Restart.

Please let me know how this goes.

 

Sincerely.

Fixlist.txt

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Sorry for late reply.

Attached are the log files from the first message on Monday. I turned off Fast Startup and enabled F8 Boot thing. Then used MB support tool (didn't restart before it).

I'll continue with the 2nd series of steps listed on Monday about FRST stuff after you go through these logs, in case some things need to be changed.

mbst-grab-results.zip

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I regret to read that Windows Defender is giving you trouble.

[ NOTE ]

_Windows 8 or 10 users will be prompted about Windows *SmartScreen protection* - click line More info information on that screen and click button Run anyway on next screen._

Click YES when prompted by Windows U A C prompt to allow it to run.
Note: If you are prompted by Windows SmartScreen, click More info & followup & choose Run anyway.


Approve the Windows UAC prompt on Windows Vista and newer operating systems by clicking on Continue or Yes. 

You can use FRST64  in lieu of FRSTENGLISH.   Just be sure to first SAVE the file to the DOWNLOAD folder.

Then use FRST64  to use in my Fix procedure.

Get it here  "Download link for 64-Bit Version Windows"

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Thanks for the Fixlog report.  A very good run.

I am glad to read that you have installed the Malwarebytes for Windows and that the scan reported no threats.    Bravo.

 

As to  my earlier mention of a potential failed Windows Update, I did not intend for it to be implied as the source of the Malwarebytes situation.

You should take measures , take the time & effort, to get the Windows build 1903.

 

I would suggest  to upgrade to the Windows 10 build 1903.  You should be able to manually get it thru Windows Update.

It may take repeated tries with Windows Update till your pc is able to see that Update.  You should make a try each day, from here on out, till you see it offered.

The suggestion I have is to go to the Start menu, click the Windows Settings icon. Select Update & Security.  Click on Windows Update.

The Windows Update ( eventually) will have a display like this when it shows up.

Note that the display will show the new build in a new way, in the middle of the display.  You will need to click on the blue line marked "Download and install now"  when ready.

image.png.cb375570fd2957c1a2a9cd124f419666.png

 

Getting that Windows build update will put this pc in a better position for a more secure operating system.

.

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Glad things are in good state.

I cannot know precisely the source of the issue.  But it was likely a set of cascading type things.

As I said before, one of the things that did not help, was general network error on the 18th during one of the attempts to update Malwarebytes.

A working network connection is obviously is one of the must haves.

 

I am very glad all is well now.

All my best to you. 

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