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Maloujem

A malware prevented me from going on the internet (chrome and edge)

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Hi,

Sorry I am French speaking.

I wrote my explanations in French and asked Google for an  automatic translation which follows ... (French text at the end if needed)

 

I am forced to write to you because I can not reinstall Malwarebytes Premium on my computer and for which I have a license which is renewed every year. Number XXXXX

My computer is a Windows 10 64bit desktop update 1903

 

How did this happen?

1   Brutally about three weeks ago I could no longer connect to the internet via Chrome or Edge. It was stated that the proxy address was erratic. But I had never asked to go through a Proxy. Searching in "settings" I saw on the one hand that the passage through the Proxy was activated and especially that as soon as I asked to disable it, the record button was grayed out. There was nothing to do.

2   I made Malwarebytes Premium act Who agreed to work twice without discovering anything. But I had two times, using it, a blue screen of brutal shutdown of Windows which closed, without possibility of backup, to restart. In his operation he indicated however that he had made his update ...

3   I thought of calling Kaspersky's Hotline. They could not do anything and after many requests and diagnoses, such as removing the software "Avanquest Update", they asked me to completely uninstall Kaspersky Internet Security with one of their tools to install the latest version of KIS ... I did not do it because once uninstalled, I had no way to go on the net to reinstall the latest version ...

4    I searched on the Forums (from another computer) and there I saw on CNET that a member had been saved after use of

ZHPDiag

ZHPCleaner

AdwCleaner

Malwarebytes

ZHPDiag again

Farbar Recovery Scan Tool

Delfix to purge all tools used

<>1.2.https://forums.cnetfrance.fr/topic/1402093-impossible-de-decocher-quot-utiliser-un-serveur-proxyquot/

 

A clarification: for this user Firefox continued to work unlike Chrome and Edge. The master called the wicked a "Hijacker"

5    It seemed complicated to me and I called a computer scientist who started the computer on a Windows 10 on a USB key and had a software "DoctorWEB" (I'm not sure of the spelling) . We found 4 dangerous files emanating from Avanquest. He has uninstalled all Avanquest software and cleaned in all the registry of all remainings of Avanquest.

And he deleted the Proxy Server that I no longer have. He explained to me that it was only used when the internet long ago was very slow ...

I found the use of Chrome and Edge. Everything was fine until the moment or yesterday ...

6 I wanted to use again Malwarebytes I had left permanently open and there, BLUE SCREEN ... restart. New attempt and again BLUE SCREEN.

7 I wanted to uninstall and reinstall Malwarebytes. On your site I tried to do it with the first premium version I downloaded. Failed, start of installation, it extracts the files and requests a restart.

Restrat done, nothing happens but if we click on the icon that was installed on the desktop, we got an error message! "Unable to start" "Unable to connect the service"

I renewed this with three versions including the trial version, and a version taken on Clubic, thinking that I will put my codes afterwards.

All the time FAIL! I can not reinstall.

 

Thank you for getting me out of this big problem as soon as possible

 

Ecran bleu.JPG

Message Erreur.JPG

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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: 

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

    mbst_get_started.jpg
     
  7. Click the Gather Logs button

    mbst_advanced_gather_logs.jpg
     
  8. A progress bar will appear and the program will proceed with getting logs from your computer

    mbst_getting_logs.jpg
     
  9. Upon completion, a file named mbst-grab-results.zip will be found on your Desktop. Click OK

    mbst_log_saved_desktop.jpg
     
  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

 

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Hello and Welcome @Maloujem

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
        
    mbst_get_started.jpg.ad0fc4b61cccce11efd
     
  7. Click the Gather Logs button
        
    mbst_advanced_gather_logs.jpg.ab4c0ad3ff
     
  8. A progress bar will appear and the program will proceed with getting logs from your computer
        
    mbst_getting_logs.jpg.3d69a1f38b13fc9dbd
     
  9. Upon completion, a file named mbst-grab-results.zip will be found on your Desktop. Click OK
        
    mbst_log_saved_desktop.jpg.2356668b7eeaf
     
  10. Please attach the file in your next reply. Before submitting your reply, be sure to enable "Notify me of replies" like so:


 
Thank you
Firefox

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Greetings,

It sounds like your system is probably infected with some kind of malware.  Please do your best to 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 help you to check and clean your system of any remaining infections which should allow you to get Malwarebytes installed and working again.

Good luck, and if there is anything else we might help you with please let us know.

Thanks

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