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Hi Gang,

Got home and the PC BSOD'ed on me  - restarted and my Malwarebytes system had the MALWARE portion of the task bar icon selected to OFF.

I sure as hell didn't turn it off ...... so I got it going again and all 4 are now ON.

- Web Pro

- Mal Pro

- Ransomware Pro

- Exploit Pro 

They're all on BUT for whatever reason I can't get the bloody program to open or launch !  I click on it, fart around, try it from the start menu to launch, and the program interface will NOT come up.

The only options I have with the task bar are the usual:  check for updates - toggle on and off the 4 options and then hide or quit the program.

Why won't the little sod open and run - I can't run the software to do a scan if I can't get the console up can I?  ANY help or suggestions are welcome !!

Cheers'
Dave
 

 

 

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

Sorry to hear that this pc had a Windows abend.  But we have to have some sort of report in order to even start with any review or potential help.

The cause of the BSOD  ( Windows sbort ) is not known at all.   There is no info.


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.

Do have patience while the report tool runs.  It may take several minutes.  Just let it run & take its time.  You may want to close your other open windows so that there is a clear field of view.
   Download Malwarebytes Support Tool
https://downloads.malwarebytes.com/file/mbst
    
    
    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.
 

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Hey Maurice !

How's it going?  OK, will do .... I D/L the app/patch and ran it.   It did the scan for issues, saved some settings, updated software, and it says it finished the repair process.

And NO I didn't click it - it ran during the install process .......

I have tried to restart the program several times and it won't run ...... I'm gonna let the McAfee finish scanning, it's at 79% and it's been running a full scan since last night.

 

I have both McAfeee and Malwarebytes on the PC.  It's a Dell T7400 workstation, duel xeon E5440, 2.83Ghz, 8 cores, 32Gig of DDR2.

Once I bounce the PC and get it back up I'll click the advanced button lower down and grab the logs for you!

 

Cheers'

Dave

 

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Hi Again Maurice,

OK, I bounced the machine but again without asking, it started up doing stuff again and wanted to update my malwarebytes program.

I stopped it and I'm now letting this FRSTEnglish thing run trying to get you the logs ......  it finished and now I'm getting a text box saying:

-  Gather Logs

-  mbst-grab-results.zip can be found on your desktop. Please provide this file to Malwarebytes Support so here it is !!

Cheers'

Dave

mbst-grab-results.zip

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Thanks.

The Firefox browser had had a start page hijack in the past.   You simply need to go into the settings and preferences and put back your own desired Start / Homepage.

https://support.mozilla.org/en-US/kb/how-to-set-the-home-page

.

Please try uninstalling and reinstalling Malwarebytes for Windows using the Malwarebytes Support tool. 

Uninstall and reinstall using the Malwarebytes Support Tool
https://support.malwarebytes.com/docs/DOC-2674

Please have lots of patience with the tool.  The first phase is a cleanup and does require a Windows Restart.
After the Restart, it may take 2 - 3 - 4 minutes till the Support tool screen shows up.   Please be patient and have faith.  Wait for it, whatever it takes.
The 2nd phase is where it offers to do a new Install.

Let me know if this run clears up the issue or not.

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Hey Maurice,

Hummm, so do you think the browser hijack was the thing that toggled off the "Malware Protection = ON" part of the program?

Also do you think that this browser hijack software also kept the program from launching?

I re-ran the repair tool and it's reinstalled the current 4.0.4 program and it's now scanning away.

I'll let you know what it finds.

Cheers'

Dave

 

 

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Hi Dave.

In my long experience, I have not known a typical browser hijack to cause the turn off of a protection of Malwarebytes.

I very much want to see the Scan report from the last Malwarebytes run.

You have the support tool already.

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,

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OK, well it's been reinstalled and I think its all behaving now ......

We'll see I guess, here is a copy of the logs .......

Thanks for all your help BTW !!

Cheers'

Dave

 

mbst-grab-results.zip

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Hi,

Thank you for the report.  At this point, we want to be sure that the Malwarebytes program has the latest component package.

Start Malwarebytes, click on Settings icon.  Then look on the General Tab.  Now click on "Check for Updates".

Have patience and follow the prompts.

Next

Run a new scan with Malwarebytes for Windows.
 
Click Settings ( gear icon)   at the top right of Malwarebytes window.   We want to see the SETTINGS window.
Then click the SECURITY  tab.
Scroll down and lets be sure the line in SCAN OPTIONs for "Scan for rootkits" is ON
Click it to get it ON  if it does not show a blue-color
Now click the small X  to get back to the main menu window.

Click the SCAN button.
Select a Threat Scan ( which should be the default).
When the scan phase is done, be real sure you Review and have all detected lines items check-marked on each line on the left. That too is very critical.
Then click on Quarantine selected.

If any items were tagged, Be sure all items were removed. 

 

[   2   ]

I  would suggest to download, Save, and then run Malwarebytes ADWCLEANER.
Please close Chrome and all other open web browsers after you have saved the Adwcleaner and before you start Adwcleaner scan.
Adwcleaner  detects factory Preinstalled applications too! 

Please download  Malwarebytes AdwCleaner  https://downloads.malwarebytes.com/file/adwcleaner
 
Be sure to Save the file first, to your system.  Saving to the Downloads folder should be the default on your system.

Go to the folder where you saved Adwcleaner. Double click Adwcleaner  to start it.
At the prompt for license agreement, review and then click on I agree.

You will then see a main screen for Adwcleaner. ( if you do not see it right away, minimized the other open windows, so you can see Adwcleaner).
Then click on Dashboard button.
Click the blue button "Scan Now".

allow it a few minutes to finish the Scan.   Let it remove what it finds.
NOTE:  When it comes to the section "
Pre-installed applications

You can skip that.
Please find and send the Adwcleaner "C" clean report.
In Adwcleaner, click the "Reports" button.  Look at the list of reports for the latest date & type "Clean".
Double Click that line & it will open in Notepad.   Save the file to your system and then Attach that with your reply.

That C clean report will be the one with the most recent Date and time at folder  C:\AdwCleaner\Logs
Thanks.  Keep me advised.
 

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Hi Maurice,

OK, done ..... I've opened it - updated it.  I'm now doing a scan with the root kit turned on and it's running now.

I'll check it when it's finished.

 

As for that program called Adwcleaner- when you say it checks for pre-installed apps on systems.  I think

I'm probably OK there, I custom built the PC and installed the OS from scratch so there should be no

bloatware on the system.  Do you think I should still install and run it anyway?

Cheers'

Dave

 

 

 

 

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Hi,

After the Malwarebytes for Windows scan has finished.....then do make one run with the Adwcleaner.

Adwcleaner is a standalone and runs on demand.   It does not install as a regular program.   Go ahead and run Adwcleaner  when you get a chance.

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Thanks

 

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