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Amber2882

Can not download Malwarebytes because of a virus

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I am unable to download Malwarebytes on to my computer. I believe this is because I have a trojan. I have downloaded and ran the Malwarebytes Anti-Rookit Beta with no success at being able to download  Malwarebytes.

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Hi,    :welcome:

My name is Maurice. I will be helping and guiding you, going forward on this case.    Let me know what first name you prefer to go by.

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

  
    Once the file is downloaded, open your Downloads folder/location of the downloaded file
    Double-click mb-support-1.5.4.760.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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Thank you for the report file, Amber.

The issue has nothing to do with downloading.   Matter of fact, it does seem that parts of Malwarebytes for Windows have been installed and are running.

It seems it ran into a hiccup of some sort.

Lets please take just a few minutes.   Go ahead and do one Windows RESTART.

Then wait for Windows to settle back in, then let me know about Malwarebytes.

Cheers.

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I restarted my computer and then tried to download Malwarebytes again. This time it said that I needed to restart my computer to complete install. I restarted my computer again and I did not notice an icon and was not able to find it on my computer. Also, after a few minutes my computer automatically restarted again and after it rebooted this alert came up. Attached screen shot.

screen 2.png

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Please do not do any more downloading of Malwarebytes or changes to Malwarebytes without checking with me first.  That is to say, if you run into a hitch, stop and ask me here first.

 

You've already got  the Support tool on the Downloads folder.  So you need not download it again, unless prompted by it.

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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this Topic is only for Amber228 !   and no one else.   I have split off the me-too post by the other person.

In the malware-removal section we only do one person / one case.

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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

 

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