Quarantining and not removing malware

[turtle999]

Hi, I'm sure this has been asked many times before, but why is my Malwarebytes (premium) refusing to remove malware once it has quarantined it? This never used to happen.

More importantly, how do I get it to work properly again?

Many thanks in advance

[Malwarebytes]

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[exile360]

Greetings,

Are you having trouble deleting items from quarantine, is that what you mean?  Or are you trying to restore an item that has been quarantined?  Or is the issue that quarantined items still remain on disk after the quarantine process?

Please let us know as the answer depends on what exactly is occurring.

Thanks

[turtle999]

Thanks for the reply. The problem is that following a scan, it shows there is one threat detected.

When I press the button to quarantine the threat, the programme won't respond, and afterwards shows one threat as being 'ignored'...

Thanks again

[turtle999]

Also, when I rerun the scan a few minutes later, Malwarebytes shows no threats whatsoever, which is itself confusing

[exile360]

That is odd.  It sounds like the items that were detected in the scan are being excluded.  Be sure that any detected items have the checkbox to the left of them checked.  This will ensure that they are quarantined (if the box is unchecked Malwarebytes will ask what to do with the remaining unchecked items with the options being to ignore once or ignore always with the latter adding the items to your exclusions/allow list so that Malwarebytes will no longer detect them).

Please open Malwarebytes and click on the Detection History area on the main page then select the Allow List tab and make sure no items are listed there that you don't want Malwarebytes to ignore.

Next, check the Quarantined items tab and verify that any items you wanted to have quarantined are shown there.

Next, you can verify your past detections by accessing the History tab and reviewing the list of past detections and how they were detected (i.e. by a scan or by real-time protection).

Further details on how to navigate and use Malwarebytes can be found in the official user guide here.

Please let us know how it goes and if you still have any trouble.

Thanks

[Maurice Naggar]

Hello @turtle999   

This topic is moved to the malware removal forum so that you can get one to one help.

[Maurice Naggar]

Hi, 

My name is Maurice. I will be helping and guiding you, going forward on this case.

Please follow my directions as we go along.  Please do not do any changes on your own without first checking with me.

If you will be away for more than 3 consecutive days,  do try to let me know ahead of time, as much as possible.

 

Please only just attach   all report files, etc  that I ask for as we go along.

 

I would appreciate  getting some key details from this machine in order to help you forward.
 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.

    Download Malwarebytes Support Tool
    
    
    Once the file is downloaded, open your Downloads folder/location of the downloaded file
    Double-click mb-support-1.5.3.749.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.

 

Please know I help here as a volunteer.  and that I am not on 24 x 7.

Help on this forum is one to one.   Again, please be sure to ONLY attach report files  with your reply (s)  as we go along.  Do not do a copy / paste into main body.

Thank you,

Sincerely.

 

[Maurice Naggar]

Hello @turtle999    Did you see my reply from last Tuesday ?   How are things ?

[Maurice Naggar]

Hello @turtle999     Do you still need assistance ?   Are you still with us ?

[Maurice Naggar]

Due to the lack of feedback, this topic is closed to prevent others from posting here.

If you need this topic reopened, please send a Private Message to any one of the moderating team members. Please include a link to this topic with your request.

This applies only to the originator of this topic. Other members who need assistance please start your own topic in a new thread.

Thanks