MBAM is installed, but when I click 'Scan' nothing happens

[MazenAbd]

Hello All
I recently installed the latest MBAM, Malwarebytes 3, and I clicked "Scan Now". All the fields would be empty, like in the attached picture. I've tried installing and running Malwarebytes support tool, restarting, reinstalling, and a bunch of other common troubleshooting tips.

I'm running Windows 10.

[Malwarebytes]

***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
   
   
    
7. Click the Gather Logs button
   
   
    
8. A progress bar will appear and the program will proceed with getting logs from your computer
   
   
    
9. Upon completion, a file named mbst-grab-results.zip will be found on 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:
    
       

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.

 

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

 

[MazenAbd]

Please find attached the support file

mbst-grab-results.zip

[exile360]

Greetings,

Please remove the following entries from your HOSTS file and Malwarebytes should then be able to install and function properly:

Hosts File Blocks
==================================
Host data:    0.0.0.0 serius.mwbsys.com
Host data:    0.0.0.0 keystone.mwbsys.com

You will find information on how to reset the Windows HOSTS file in this Microsoft support article.

Once that is done, go ahead and do the following just to make sure that Malwarebytes is installed fresh to ensure that it has all of its files and data intact:

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
   

Please let us know how it goes and if you continue to experience any issues running Malwarebytes.

Thanks

[MazenAbd]

Hi exile360

I followed all the steps but there have been no changes

[exile360]

OK, please go ahead and try running Malwarebytes Anti-Rootkit to see if it will function on your system and if it does, have it remove any threats it detects and reboot if prompted to do so to complete the removal process.

Once that is done, if the issue still persists then please try running ADWCleaner and likewise have it scan your system and remove any detected threats.

If the problem still remains after that then please 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 the system for any threats and getting it cleaned up if any are present which will hopefully get Malwarebytes up and running properly again.

[MazenAbd]

Thank you so much, exile360. It appears the PC was loaded to the brim with rootkits, and as soon as the Anti-Rootkit tool finished, we were good.

 

I appreciate the assistance.

[exile360]

Yikes, that explains it.  Rootkits are nasty business.  I'm glad that Malwarebytes Anti-Rootkit was able to get the system cleaned up for you.  I'd also suggest launching Malwarebytes and going to Settings>Protection and under Scan Settings enable the option for rootkit scanning then run another scan with Malwarebytes just to make sure there aren't any lingering threats.

Also, if you suspect that any threats may still be present on the system then please don't hesitate to follow my instructions above to post in our malware removal area so that one of our malware removal specialists can check it out and make certain it's completely clear of threats.

Anyway, I'm glad I was able to help and if there is anything else we might assist you with please don't hesitate to let us know.

Thanks