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Malwarebytes removed all my programs and files


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I installed this program and then it removed all my programs and files.
Yes! I restarted my computer and it got worse I can’t even access Outlook now. It says that the file is not there.

I open the ticket on Wednesday of last week and have not heard back from anybody. This is critical and I need to get access to my files NOW.

I’m tired of the chat. Have someone call me like a real Customer Service Rep should. 

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  • Staff

***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:

Malwarebytes Support Tool - Advanced Options

This feature is designed for the following reasons:

  • For use when you are on the forums and need to provide logs for assistance
  • For use when you don't need or want to create a ticket with Malwarebytes
  • For use when you want to perform local troubleshooting on your own

How to use the Advanced Options:

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  1. Download Malwarebytes Support Tool
  2. Double-click mb-support-X.X.X.XXXX.exe to run the program
    • You may be prompted by User Account Control (UAC) to allow changes to be made to your computer. Click Yes to consent.
  3. Place a checkmark next to Accept License Agreement and click Next
  4. Navigate to the Advanced tab
  5. The Advanced menu page contains four categories:
    • Gather Logs: Collects troubleshooting information from the computer. As part of this process, Farbar Recovery Scan Tool (FRST) is run to perform a complete diagnosis. The information is saved to a file on the Desktop named mbst-grab-results.zip and can be added as an email attachment or uploaded to a forum post to assist with troubleshooting the issue at hand.
    • Clean: Performs an automated uninstallation of all Malwarebytes products installed to the computer and prompts to install the latest version of Malwarebytes for Windows afterwards. The Premium license key is backed up and reinstated. All user configurations and other data are removed. This process requires a reboot.
    •  Repair System: Includes various system-related repairs in case a Windows service is not functioning correctly that Malwarebytes for Windows is dependent on. It is not recommended to use any Repair System options unless instructed by a Malwarebytes Support agent.
    • Anonymously help the community by providing usage and threat statistics: Unchecking this option will prevent Malwarebytes Support Tool from sending anonymous telemetry data on usage of the program.
  6. To provide logs for review click the Gather Logs button
  7. Upon completion, click OK
  8. A file named mbst-grab-results.zip will be saved to your Desktop
  9. Please attach the file in your next reply.
  10. To uninstall all Malwarebytes Products, click the Clean button.
  11. Click the Yes button to proceed. 
  12. Save all your work and click OK when you are ready to reboot.
  13. After the reboot, you will have the option to re-install the latest version of Malwarebytes for Windows.
  14. Select Yes to install Malwarebytes.
  15. Malwarebytes for Windows will open once the installation completes successfully.

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If you are having licensing issues, please do the following: 

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Please contact our support team at https://support.malwarebytes.com/hc/en-us/requests/new to get help

If you need help looking up your license details, please head here: Find my premium license key

 

 

Thanks in advance for your patience.

-The Malwarebytes Forum Team

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Greetings,

Unfortunately Malwarebytes only offers phone support for Malwarebytes Business customers, however you have the option of awaiting a response to your ticket on the helpdesk or you may go ahead and follow the instructions in this topic and then create a new topic in our malware removal area by clicking here and explain the issues you are experiencing and a trained specialists will assist you in getting the system working properly again, hopefully with any missing files/applications recovered.  I have not seen it occur in a very long time, but it is possible that some infection Malwarebytes was trying to remove tried to take other files/applications from the system down with it.  If that is what happened then hopefully they will be able to aid you in recovering any lost files/programs.

I hope this helps and if there is anything else we might assist you with please let us know.

Thanks

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Hello @Latorre   

I regret to read of the trouble on the Windows machine.   From your first descriptions, this very much seems to be a case of Windows not having been able to load your regular User-account-profile.   Those types of situations are usually very temporary.

When you wrote  

Quote

it removed all my programs and files.

That is one typical & common "hallmark" of a case of Windows not loading the normal user-account-profile.

All you need to do   ( and at least try one time) is  to Power Off all external devices  ( like printer etc)  and then Power Off the computer  from its power switch.

Wait one minute.

Then just normal Power Up the computer.   Wait and let Windows re-start  in the normal manner.

 

IF there is a question as to what User-account is the one logged in to,   see this next article   & use Method #1     ...it shows how to run WHOAMI

https://thegeekpage.com/find-currently-logged-username-via-cmd-windows-pc/

 

This type of situation has been observed in the past.    It is a fleeting  & temporary situation.  I have rarely seen the actual case where "all files were actually all removed".

They are not seen because Windows temporarily loaded the system into a Temporary user-account.

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Maurice, thank you for the insight. I can assure you that this system has been disconnected from all external devices and has been rebooted properly with no resolve. 
the problem got worse when my outlook *.pst file went missing. I have submitted a Ticket with malwarebytes but the communication has been nil. I am basically left afloat out here by myself with no direction.

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I see, because many applications often install themselves for the local/current user/account only, logging into any other account (especially a newly created temporary account due to Windows failing to load the normal user registry hive during startup) would cause any such applications to fail to run.

Generally it is fixed by a restart as you recommend, however I have seen instances where the current user's registry hive was too damaged to function, requiring that a backup be restored from the SYSTEM registry backup folder, otherwise System Restore should recover the lost/corrupted profile (assuming System Restore is still functional).

That said, I was able to locate this articlethis article as well as this article, all describing a similar situation.  I was also able to locate this thread on the Microsoft support forums.  Hopefully none of this additional information will be necessary and a simple device restart will alleviate the issue.

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16 minutes ago, Maurice Naggar said:

@Latorre

Please run the WHOAMI applet  ....use the article I cited.   I'd like to know if the user account displayed   is the same as the normal one you use.

I ran the WHOAMI command and the correct user is shown. I also restarted the computer and I still can't find my folder. 

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Added Note   @Latorre   

You need to run a report using the Malwarebytes Support tool.   Being able to see its logs and  history would be very helpful all around.

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-1.6.0.774.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.
 

p.s.  Which folder is "my folder" ?

 

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Just now, Maurice Naggar said:

Added Note   @Latorre   

You need to run a report using the Malwarebytes Support tool.   Being able to see its logs and  history would be very helpful all around.

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-1.6.0.774.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.
 

p.s.  Which folder is "my folder" ?

 

I appreciate the insight. However, this was don on Wednesday of last week. The agent took to report with him and then never communicated with me after I have emailed with status requests 5 days in a row now. 

This is where the frustration is coming from.  

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do you mean that You have replied multiple times in a row , without a intermediate agent reply ?

That means each of your replies has pushed the ticket further down the queue.   Please just stop replying  to the ticket until a human agent gets back to you on the ticket.

Question is,  besides the first auto-reply by the Support system, has a actual agent replied ?

 

Further, if you have already run the support tool,  you can attach the ZIP file here & I will be able to review.

Send me by personal message the ticket number of your case.

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Please run the Malwarebytes Support Tool again and create a fresh set of logs and attach the ZIP file the tool creates to your next reply and we should be able to see what is happening with the system.  Unfortunately we do not have access to the email helpdesk system to retrieve the logs you uploaded previously, however it would be best to get a fresh set of logs anyway to see what the current status of the system and installation are:

  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 Gather Logs button, and once it completes, attach the zip file it creates on your desktop to your next reply

Thanks

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