NOT WORKING

[southcoastie]

Loaded newest version on desktop computer. Now I have no internet access on that computer and I can't uninstall the program HELP!

[Malwarebytes]

***This is an automated reply***

Hi,

Thanks for posting in the Malwarebytes for Windows 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
   
   
    
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:
 

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[Jekko]

Hello @southcoastie and ,

Could you please follow the steps from the automated reply so we can look at your logs and help figure out what happened?

[southcoastie]

here is the file.

mbst-grab-results.zip

[Jekko]

Thank you @southcoastie for the quick reply.  We'll take a look!

[Jekko]

Hello @southcoastie - we want to see if we can get some additional logs from you.  Could you do the following:

 Enable User Mode Crash Dumps

• Please download enable_crash_dumps.bat using the link below.
• → https://malwarebytes.box.com/s/eug9gmk7i1xqeugb0xobjlqcsfb4uv1e
• Open your Downloads folder.
• Right-click  enable_crash_dumps.bat and select  Run as administrator to run the file.
• Note: If you are prompted by Windows SmartScreen, click More info followed by Run anyway.
• A black Command Prompt window will appear. Upon completion, press any key to exit.
• Once done, please reproduce the issue you're experiencing.
   

 Collect Crash Dump

• When the installer next crashes, wait at least 1 minute. Press the Windows Key  + R on your keyboard at the same time.
• Copy %localappdata%\CrashDumps and paste into the Run box. Click OK.
• A folder will open. Inside you should see a DMP file.
• Right-click the file and click Send to followed by Compressed (Zipped) folder. This will create a ZIP file.
• Go to WeTransfer.com in your browser. Click Add your files, navigate to %localappdata%\CrashDumps and double-click the ZIP file.
• Click (...) and select the link radio button under Send as.
• Click Transfer.
• Upon completion, copy the download link and include it in an email reply.

 

Windows Event Logs

• Press the Windows Key + R on your keyboard at the same time. Type eventvwr.msc and click OK.
• Expand Windows Logs.
• Right-click Application and click Save All Events As.... Name the file application and click OK.
• Repeat for Security and System.
• Navigate to the location of the files. Highlight the three files, right-click one and click Send to followed by Compressed (zipped) folder.
• Name the Zip file EventLogs.zip and attach the file in your next reply.

[southcoastie]

Thinking on this. I may just go ahead and reload the latest version of malware.

[LiquidTension]

Hi @southcoastie,

Clean reinstalling will likely address the issue for you. However, it would be a great help to us if you could provide the data requested above so we can look further into some of the issues you've encountered previously. Your help is greatly appreciated.

[southcoastie]

Everything seems to be working fine now. After I installed the newest version, the first problem I observed is that it took much longer to load a web page (cnn.com). Then I tried to run speedtest.net and it wouldn't load. I got a message stating internet not available. I knew that wasn't accurate. I tried to change settings on malware and everything froze up. Then I shut off my computer and restarted.