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JohnDanielDePadua

After removal of Malware Bytes ( free download ), no internet access

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Hello! I have been using malware bytes for a couple days. I noticed that when I removed some of the feature like internet security and others, it would not let me access the internet, but when I would turn these features back on, my internet access would work again.  SO, I figured I would try uninstalling malware bytes totally, and now I don't have any internet acess at all. 

 

Google chrome keeps giving me "This site can't be reached. The connection was reset. ERR_CONNECTION_RESET"

Other internet browsers are working. I have access to the internet. 

 

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***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
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  3. Double-click mb-support-X.X.X.XXXX.exe to run the program
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5 minutes ago, JohnDanielDePadua said:

Other internet browsers are working. I have access to the internet. 

Uninstall 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. Say no and close the tool if you are not going to reinstall.

 Let me know if that clears up the issue or not.

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Thanks for getting back to me so quickly. Unfortuantely, when I said that I have acess to to the internet, I meant to say that my computer is saying that I technically have internet access, but I am unable to connect to it.

 

So I followed your instructions, but the repair tool was unable to finish the clean up because of a "network problem."  It says, "Malwarebytes for Windows could not be downloaded due to a network problem."

 

thanks.

 

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27 minutes ago, JohnDanielDePadua said:

Thanks for getting back to me so quickly. Unfortuantely, when I said that I have acess to to the internet, I meant to say that my computer is saying that I technically have internet access, but I am unable to connect to it.

 

So I followed your instructions, but the repair tool was unable to finish the clean up because of a "network problem."  It says, "Malwarebytes for Windows could not be downloaded due to a network problem."

 

thanks.

 

We need to get information from this machine in order to have the proper detail 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 and is only available to authorized members and the original poster.

Can you please follow the directions from the following KB article and post back your logs so that we can review

Upload Malwarebytes Support Tool logs manually

Thank you

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13 minutes ago, JohnDanielDePadua said:

Here you go.

Those logs were missing some important info.

Please download Farbar Recovery Scan Tool and save it to your desktop.

Note: You need to run the version compatible with your system.
You can check here if you're not sure if your computer is 32-bit or 64-bit

  • Double-click to run it. When the tool opens click Yes to disclaimer.
  • Press the Scan button.
  • It will make a log (FRST.txt) in the same directory the tool is run. Please attach it to your reply.
  • The first time the tool is run, it also makes another log (Addition.txt). Please attach it to your reply as well.

Thank you

I will have @AdvancedSetup review the logs from the above tool.

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Posted (edited)
20 minutes ago, JohnDanielDePadua said:

Hopefully this is what you're looking for.

That is perfect. I see some things that need specialized one on one attention and I will ask for your topic to be moved to the malware removal section for further assistance.

That section is the only place you will be able to access/download attachments needed to fix your issue.

 

Edited by Porthos

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Thanks for your assistance. Are you saying that after reviewing these files, you found issues that can be causing inability to access my internet connection? is this a common issue?

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27 minutes ago, JohnDanielDePadua said:

you found issues that can be causing inability to access my internet connection?

Yes, But only an expert or staff member can only assist further once your topic is moved to the other section. Please be patient.

 

27 minutes ago, JohnDanielDePadua said:

is this a common issue?

Absolutely not.

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Hello @JohnDanielDePadua

 

Please download the attached fixlist.txt file and save it to the Desktop.
NOTE. It's important that both files, FRST or FRST64 and fixlist.txt are in the same location or the fix will not work.

NOTICE: This script was written specifically for this user, for use on this particular machine. Running this on another machine may cause damage to your operating system.

Run FRST or FRST64 and press the Fix button just once and wait.
If the tool needs a restart please make sure you let the system restart normally and let the tool complete its run after restart.
The tool will make a log on the Desktop (Fixlog.txt). Please attach or post it to your next reply.

Note: If the tool warned you about an outdated version please download and run the updated version.

fixlist.txt

Thanks

 

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Do you have any other computers or smart phones in the house using the same router?

Please try unplugging the power on the router and leaving it unplugged for 2 minutes. Then shut down the computer and wait..

Plug the router in and wait 2 minutes for it to finish loading. Then start the computer and see if it has access now or not.

 

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Okay, if you want though we can review logs to ensure the system doesn't have any obvious security issues. Just let me know. Otherwise I'll go ahead and close your topic soon if you feel you're okay now.

Cheers

 

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Assuming the computer is clean all the scans should come back clean. Please go ahead and run all 3 new scans again.

 

Please run the following steps and post back the logs as an attachment when ready.

STEP 01

  • If you're already running Malwarebytes then open Malwarebytes and check for updates. Then click on the Scan tab and select Threat Scan and click on Start Scan button.
  • If you don't have Malwarebytes installed yet please download it from here and install it.
  • Once installed then open Malwarebytes and select Scan and let it run.
  • Once the scan is completed click on the View Report button, then the Export button and save the file as a Text file to your desktop or other location you can find and attach that log on your next reply.
  • If Malwarebytes won't run then please skip to the next step and let me know in your next reply.

STEP 02

Please download AdwCleaner by Malwarebytes and save the file to your Desktop.

  • Right-click on the program and select RunAsAdmin.jpg Run as Administrator to start the tool.
  • Accept the Terms of use.
  • Wait until the database is updated.
  • Click Scan Now.
  • When finished, please click Clean & Repair.
  • Your PC should reboot now if any items were found.
  • After reboot, a log file will be opened. Attach or Copy its content into your next reply.

 

RESTART THE COMPUTER Before running Step 3

STEP 03
Please download the Farbar Recovery Scan Tool and save it to your desktop.

Note: You need to run the version compatible with your system. You can check here if you're not sure if your computer is 32-bit or 64-bit

  • Double-click to run it. When the tool opens, click Yes to disclaimer.
  • Press the Scan button.
  • It will make a log (FRST.txt) in the same directory the tool is run. Please attach it to your reply.
  • The first time the tool is run, it also makes another log (Addition.txt). If you've, run the tool before you need to place a checkmark here.
  • Please attach the Additions.txt log to your reply as well.

 

Thanks

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The computer is having issues. The profile you're logged into is a Temporary one. It is not your real one. You should notice it just doesn't look the same.

Loaded Profiles: False (Available Profiles: JohnDaniel.DePadua) <==== ATTENTION (Temporary Profile?)

Is the computer there with you now? What exactly do you mean by a "soft" reset?

 

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