Jump to content

Malwarebytes doesn't stop quarantining


Recommended Posts

  • Staff

***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: 

Spoiler

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
    0. UI.png
  7. Click the Gather Logs button
    17. Advanced.png
  8. A progress bar will appear and the program will proceed with getting logs from your computer
    19. System Repair Progress.png
  9. Upon completion, click a file named mbst-grab-results.zip will be saved to your Desktop. Click OK
  10. Please attach the file in your next reply. Before submitting your reply, be sure to enable "Notify me of replies" like so:
     notify me.jpeg  

Click "Reveal Hidden Contents" below for details on how to attach a file:
 

Spoiler

To save attachments, please click the link as shown below. You can click and drag the files to this bar or you can click the choose files, then browse to where your files are located, select them and click the Open button.

mb_attach.jpg.220985d559e943927cbe3c078b
 

One of our experts will be able to assist you shortly.

 

If you are having licensing issues, please do the following: 

Spoiler

For any of these issues:

  • Renewals
  • Refunds (including double billing)
  • Cancellations
  • Update Billing Info
  • Multiple Transactions
  • Consumer Purchases
  • Transaction Receipt

Please contact our support team at https://support.malwarebytes.com/community/consumer/pages/contact-us to get help

If you need help looking up your license details, please head here: https://support.malwarebytes.com/docs/DOC-1264 

 

Thanks in advance for your patience.

-The Malwarebytes Forum Team

 

Link to post
Share on other sites
  • Staff

Greetings,

It looks like there is a problem with the quarantine process causing it to loop and fail.  Please try restarting your computer, then scan again and see if any remaining threats are detected, and if so, have Malwarebytes quarantine them and hopefully this time it will work correctly assuming any threats remain.

If the issue occurs again, then please restart your system once more and try running ADWCleaner and have it scan your system and allow it to remove anything it detects, restarting your system if prompted to do so to complete the removal process.

Once that is done try one more scan with Malwarebytes and hopefully it will come back clean.  If it doesn't and the problem with quarantine getting stuck still persists then please read and follow the instructions in this topic and then 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 your system of any remaining threats.

Please let us know how it goes and if there is anything else we might assist you with.

Thanks

Link to post
Share on other sites
  • Staff

It looks to me that some of those entries are Segurazo related. See 

  • Boot into Safe Mode
  • Open Malwarebytes > Settings > Protection tab
  • Scroll down to Scanning Options and enable Rootkit Scan
  • Now scan again and it will still take time, but it will be effective.

 

Link to post
Share on other sites

Thanks Ried,

it took me some time, since 9847 files were infected, but now my pc is clean, thanks for the help!

2 hours ago, Ried said:

It looks to me that some of those entries are Segurazo related. See 

  • Boot into Safe Mode
  • Open Malwarebytes > Settings > Protection tab
  • Scroll down to Scanning Options and enable Rootkit Scan
  • Now scan again and it will still take time, but it will be effective.

 

 

Link to post
Share on other sites
  • Staff

Glad to hear all is well now, Chromosom 🙂

Just to clarify, that many files weren't necessarily all 'infected', Many of them were just files inside Segurazo's cache folder and we simply enumerated each file in there. One way for you to be able to determine this is to open your Scan Report via the Reports button and look at the path of each of the detections. You'll notice most of them are in the C:\Program Files(x86)\Segurazo\cache folder

This program typically comes bundled with some other free software that you downloaded.  One way to try to keep yourself safe from this sort of this is when installing free software, select the Custom Install rather than the 'Express' or 'Typical' install. When you select the Custom Install, you'll see any 3rd party apps that may have been bundled and you have the chance to opt out.

Link to post
Share on other sites

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now
  • Recently Browsing   0 members

    No registered users viewing this page.

Back to top
×
×
  • 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.