Malwarebytes not starting; Chamaleon not inizializing

[catebeta]

Hi Support,

 

I have a problem with Malwarebytes.

It doesn't start.

OS: Windows 10

I tried downloading and executing Chamaleon, but it doesn't work: apparently it doesn't find the data files. I also tried to rename the mbam.exe.

Anyone can help on this, please?

Many thanks

[Malwarebytes]

***This is an automated reply***

Hi,

Thanks for posting in the Malwarebytes for Windows Help forum.

 

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3. Double-click mb-support-X.X.X.XXXX.exe to run the program
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[catebeta]

Hi Support,

 

I have a problem with Malwarebytes.

It doesn't start.

OS: Windows 10

I tried downloading and executing Chamaleon, but it doesn't work: apparently it doesn't find the data files. I also tried to rename the mbam.exe.

Anyone can help on this, please?

Many thanks

[exile360]

Greetings,

If you believe that your system is infected, please read and follow the instructions in this topic, skipping any steps you are unable to complete, then create a new topic in our malware removal area by clicking here and one of our malware removal specialists will guide you in checking and cleaning your system of any remaining threats which should get Malwarebytes running again.

That said, if the system is not infected, then please restart the system then do the following to see if it corrects the issue:

1. Download and run the Malwarebytes Support Tool
2. Accept the EULA and click Advanced tab on the left (not Start Repair)
3. Click the Clean button, and allow it to restart your system and then reinstall Malwarebytes, either by allowing the tool to do so when it offers to on restart, or by downloading and installing the latest version from here
   

Please let us know how it goes.

Thanks

[Maurice Naggar]

Hi, 
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.

I just wished you would have first asked for help without the use of "chameleon".  That tool is old and is not compatible with the Malwarebytes version 4 or even the older version 3.  Why did you get it on your own?  Where did you read up on it & how far back is that dated?

Please do no more fixes, changes, or tweaks on your own.  If you have questions, please ask me first.

 

We should get a report first  & then later, I will guide you to a new fresh clean install.   Let me know if you have a Premium license or not.

 

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.

 

[Maurice Naggar]

F Y I,   customer had made another topic in the malware-removal help,  to which I have replied.

I will look forward to the reply  & follow up on it.

[Maurice Naggar]

@catebeta    {{ ping } 

[Maurice Naggar]

If you get stuck or the like;  just pls  reply 

[catebeta]

Hi Maurice, I cannot thank you enough for trying to reach me out so many times. Everytime I tried to reply to this thread or to write a PM to you, Cleantalk reported my activity as spam. I tried, via phone, using my data connection, changing my IP, using differest browsers, creating another account, none of this worked. I opened a ticket for this, because I was shut off any support.

I am now using a safe machine, that cannot by any means be infected (work related issues).

I reply to your questions and I will write one which is crucial, which is how can i transfer the mbst-grab-results.zip from the infected machine to another one without infecting it.

Information

Malwarebytes: Premium

OS: Windows 10 Home version 1903

PLease let me know if you need any additional detail, I'll be happy to provide them.

What I did

I disconnnected every device from the my router, and scanned them with Malwarebytes (2 phones, 2 machines), looking also for rootkits. The machine I am using right now to write this runs a diffent antivirus.

I shut down the infected machine, on which Malwarebytes doesn't work, after installing the Tool you asked me to. By mistake, I tapped (sensitive mousetrack) on recovery, but interrupeted it promptly (I hope promptly enough). 

I found about Chameleon on this website Malware Fox (June 2019) and found the download files on malwarebytes.

 

What do I do next? Is there any safe option to trasfer the .zip from the infected machine to another or to stop being flagged as spam on this forum?

 

Again, I am very grateful for your help, and I really appreciate. I'll be staying home in the next days. I fully understand that you volunteer, so I'll wait for your reply.

 

p.s. English is not my first language, so my wording can get fidly sometimes. Let me know if you don't understand what I write, I'll reformulate as best as I can.

[Maurice Naggar]

Hi,

If the ZIP file is on a different machine from the one you are on now, you can COPY the zip file to a USB flash-thumb drive  and  just take that to the pc-used-for these replies.

Just please do not run any other tools by yourself.   And know that there is no personal information in the reports.

[catebeta]

Just now, Maurice Naggar said:

Hi,

If the ZIP file is on a different machine from the one you are on now, you can COPY the zip file to a USB flash-thumb drive  and  just take that to the pc-used-for these replies.

Just please do not run any other tools by yourself.   And know that there is no personal information in the reports.

is there any risk of infecting the machine I am using now by using a flash?

[Maurice Naggar]

That is very unlikely.   But you can take a precaution when inserting the USB on each computer.

Before putting in the USB-flash-thumb drive, look on the keyboard

hold down the SHIFT-key  on the keyboard  when you insert ( put in )  the USB device.

Then you do what is needed.

Do that on the problem-machine

Do that also on the other machine

 

[Maurice Naggar]

This is how to send   ( how to attach )  a file  when you are ready to send.

• To send attachments please click the link as shown below. Then browse to where your file is located and select it and click the Open button.

 

[Maurice Naggar]

Thank you for the report file.   I will get back with you soon.

[Maurice Naggar]

I have the report.  I have set the post where report is,  so that it is only between us.

[Maurice Naggar]

@catebeta 

Again, Thanks for the report.   I notice that at least on March 30 that Malwarebytes reported no malware.  That is on the last scan in history.

Now we will do a new clean rebuild of Malwarebytes for Windows.

   Malwarebytes Support Tool (MBST) Clean Reinstal

⦁    Once the file is downloaded, open your Downloads folder
   Right-click   mb-support-1.5.4.760  & select Run as administrator    to start the tool   & reply YES to allow to go forward.
 
⦁    When prompted by Windows, reply YES to allow the tool to go forward.
⦁    You will be presented with a page stating, "Welcome to the Malwarebytes Support Tool!".
⦁    Click the Advanced Options link. This is important. Please ensure Advanced Options is clicked.
⦁    Click the Clean button followed by Yes to proceed.
⦁     
⦁    Upon completion, click OK to reboot your computer.
⦁     
⦁    After the reboot, please wait for the program to reopen.
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.
⦁    You will be presented with the option to install Malwarebytes for Windows. Click Yes.
⦁     
⦁    Installation of Malwarebytes for Windows will commence shortly after.
⦁    Upon completion, Malwarebytes for Windows will automatically open.
⦁     If installation of Malwarebytes for Windows does not commence, please let me know.
 
Then, when all is done, please lets do one final Windows Restart.
 
If you encounter any issues during the running of the tool, please let me know.
Please keep me advised after all this. Thank you.
 
Sincerely,

 

[Maurice Naggar]

Just another heads up.   After the last procedure completes  ( and I look forward to that).....Just please do not do anything else on your own.   There will be other cleanups to do, including one custom fix.   There is a rogue Autokms pest on this machine.

I will guide you on all that.

[catebeta]

Dear Maurice,

20200413 Scan export after reinstall.txt

Thank you very much for the step-by-step guide. I reinstalled Malwarebytes successfully.

It's quite odd to read, as also shown in the report, that the machine was scanned on March 30, because I set a scheduled scan everyday (yes, I've been using the supposedly infected machine daily).

I ran a scan, and no threat was found, please attached the report, may it be of some help.

Many thanks again

 

 

[Maurice Naggar]

Please do not go away.   I will send to you another reply with some additional follow up.  We are not finished !

[catebeta]

Are you kidding? As long as you're here, I am glued to this. Waiting for the next step.

[Maurice Naggar]

There is a rogue still on this machine.  What follows are 3 steps.

[   1   ]

Please Close and save any open work files before you start this next step.  It may involve a Windows Restart at the end of it.
I am sending a   custom Fix script which is going to be used by the FRST tool. They will both work together as a pair.

Please RIGHT-click the (attached file named) FIXLIST and select SAVE AS and save it directly ( as is) in the Downloads folder

The tool named FRSTENGLISH.exe  is already on the Downloads folder.
Start the Windows Explorer and then, open the Downloads folder.

Double click FRSTENGLISH  to run the tool. If the tool warns you the version is outdated, please download and run the updated version.
Click the Fix button just once, and wait.
 
 
 
PLEASE have lots and lots of patience when this starts. You will see a green progress bar start. Lots of patience. Some machines take longer than others.
If you receive a message that a reboot is required, please make sure you allow it to restart normally.
The tool will complete its run after restart.
When finished, the tool will make a log ( Fixlog.txt) in the same location from where it was run.
Kindly attach the Fixlog.txt with your next reply. 

[   2   ]

Next, keep doing all that follows.

 

The Microsoft Safety Scanner  is a free Microsoft stand-alone virus scanner that  can be used to scan for & remove malware or potentially unwanted software from a system.
The download links & the how-to-run-the tool are at this link at Microsoft
https://docs.microsoft.com/en-us/windows/security/threat-protection/intelligence/safety-scanner-download
 
Let me know the result of this.
The log is named MSERT.log  
the log will be at  %SYSTEMROOT%\debug\msert.log   which in most cases is
C:\Windows\debug\msert.log
Please attach that log with your reply.

[    3    ]

Start Malwarebytes. Click Settings ( gear ) icon. Next, lets make real sure that Malwarebytes does NOT register with Windows Security Center
Click the Security Tab. Scroll down to
"Windows Security Center"
Click the selection to the left  for the line "Always register Malwarebytes in the Windows Security Center".

[   4   ]

Let me know how things are overall.

 

Fixlist.txt

[catebeta]

Many thanks, I'll use extreme care in following these steps. I just want to let you know that this might take a bit (still at step one).

[catebeta]

@Maurice Naggar After a long scanning, please find attached the requested files.

Many thanks

msert.log Fixlog.txt

[Maurice Naggar]

Thank you for the 2 reports.  I also would like a confirmation that you did make the adjustment on the Malwarebytes program.

The result of the MS Safety Scanner is good.

The custom Fix run is good, except for ( some reason)  it could not run the Windows System File Checker tool.

.

I believe the main issues that were at the start of the case are now taken care of.

I would suggest it would be a good idea to invest a bit of time  ( maybe an hour or two ) to do an additional scan.

Just as another opinion.

I would suggest a free scan with the ESET Online Scanner
Go to https://www.eset.com/us/home/online-scanner/

Look on the right side of the page.  Click Scan Now
It will start a download of "esetonlinescanner_enu.exe"

Save the file to your system, such as the Downloads folder, or else to the Desktop.
Go to the saved file, and double click it to get it started.
When presented with the initial ESET options, click on "Computer Scan".

Next, when prompted by Windows, allow it to start by clicking Yes
When prompted for scan type, Click on Full scan

Look at & tick  ( select )   the radio selection "Enable ESET to detect and quarantine potentially unwanted applications"   and click on

Start scan button.

 

Have patience.  The entire process may take an hour or more. There is an initial update download.
There is a progress window display.
You should ignore all prompts to get the ESET antivirus software program.   ( e.g.  their standard program).   You do not need to buy or get or install anything else.

When the scan is completed, if something was found, it will show a screen with the number of detected items.  If so, click the button marked “View detected results”.

Click The blue “Save scan log” to save the log.

If something was removed and you know it is a false finding, you may click on the blue ”Restore cleaned files”  ( in blue, at bottom).
Press Continue when all done.  You should click to off the offer for “periodic scanning”.

Please attach the log from ESET in your reply.

and on the next pass, I will guide you on cleaning up after the tools I had you use.

Cheers,

[catebeta]

Dea Maurice, thank you. sorry. I forgot to write down that also the settings on Malwarebytes are now are you requested. I am now running the ESET online scanner as suggested.

I'll updated you as soon as it is finished.

Many thanks