Jump to content

Can’t open Malwarebytes from start menu or taskbar. Google update malware?


Recommended Posts

I have a DELL laptop using Windows 10. Have had Malwarebytes for years. My laptop is running very slow and will not allow me to open Malwarebytes. Earlier in the week I ran a scan, but after 82 Hours it was stuck on “Scanning file system”... so I cancelled scan (see results below)

Pretty sure it’s malware because I get two pop ups from Google Updates each time I restart the laptop.

CLSID: 598FE0E5-E02D-465D-9A9D-37974A28FD42

CLSID: 9B2340A0-4068-43D6-B404-32E27217859D (pic below)

please help.

thank you 

41A10AC0-5A80-414E-A16D-DDEF8E8A065B.jpeg

98E4E52C-8DDC-4B0E-BC1D-30A1991EF43E.jpeg

Link to post
Share on other sites

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. 
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.

 

GoogleUpdate is not a malware.   You can see on your screen-grab that the verified publisher IS Google LLC


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-1.6.0.774.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
Now click the left-hand side pane "I do not have an open support ticket"

    You will be presented with a page stating, "Get Started!"
    Do NOT use the button “Start repair” !   But look instead at the far-left options list in black.

    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.  Please do have patience.  It takes several minutes to gather.
   
    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.
 

Link to post
Share on other sites

Hi Eric.    Thanks for the support-tool-report file.

It seems to me that there was a failed setup attempt for Malwarebytes for Windows on the 8th.   The program is not installed  & thus can  not be started.

GoogleUpdate is not a goober  ( not a threat).   Google Chrome typically adds update tasks to the system.

 

This pc has Windows Defender antivirus.   Have you done a scan with it recently ?

Do a Full scan with the Windows 10 antivirus  ......Windows Defender
navigate to the Virus & Threat protection section.

 

Look on the Windows search box on the Windows taskbar.  Type in

virus & threat protection

You should see a list display.  There is a link for " Virus & Threat protection".  Click on that.

Once you get there, note the "Scan Options" in blue.   Just need you to drill down into that to get to the option for FULL scan.
 

Once you get there, note the "Scan Options" in blue.   Just need you to drill down into that to get to the option for FULL scan.

image.png.ef373aa406a6d2e98f0b125daff2b0e6.png

Click Scan options.

image.thumb.png.52961c57498aac823400dc1e38e15c6e.png

 

Then click on Full scan.   Have lots of patience.   Keep me advised on the result.    We can do more later.

 

Link to post
Share on other sites

Good news: Windows Defender scan took over 12 hours but scan found zero threats. See pic attached.

Bad news is Malwarebytes is no longer installed/running on my PC. The Malwarebytes shortcut logo on my taskbar is now a logo of a white piece of paper. When I click on it the “Problem with Shortcut” prompt appears. See pics attached.

How do i get Malwarebytes reinstalled?

Thank you 

5BA7D5CA-87F3-4D73-ACD6-103D1D3DB7A9.jpeg

3E7E5036-BB96-47C5-B538-08EC73204B8F.jpeg

F8B4C53A-C314-45B5-88A8-548AAA0F043C.jpeg

Link to post
Share on other sites

let us do this report-run.   I want you to go slow here.

You have the FRST tool.  It is called FRSTENGLISH on the Downloads folder.

Go to the Downloads folder   ( using Windows File Explorer )

 

Double click on FRSTENGLISH to start the tool.
Click YES when prompted by Windows U A C prompt to allow it to run.

Click Yes when the* disclaimer* appears in FRST.
The tool may want to update itself - in that case you'll be prompted when the update is completed and ready to use.

 

image.png.5d47975010636d1d032768cefa8d6625.png

 

 

Make sure that Addition options is *checked* - the configuration should look exactly like on the screen below (do not mark additional things unless asked).
Press Scan button and wait.   Much patience is a good thing.

 

 


The tool will produce 2  logfiles on your desktop: FRST.txt , Addition.txt 
Click OK button when it shows up. Close the Notepad windows when they show on screen. The tool saves the files.

Please attach these 2 files to your next reply.

Link to post
Share on other sites

Thank you for the FRST reports.   Indeed, the program Malwarebytes for Windows is not installed.   We will do a new install.

But first, we need to cleanup a task ( that for a unknown reason) is set as a task to run the Malwarebytes support tool.

This custom script will remove that.

 

Please Close and Save any open work you may have open.
Please close as many un-needed app-windows that you yourself may have open at this point.   So you can have a clear field of view.

This custom script is for  ERicLee    only / for this machine only.
Close and save any open work files before starting this procedure. 

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

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

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


RIGHT click on  FRSTENGLISH    and select RUN as Administrator and allow it to proceed.  Reply YES when prompted to allow to run.
  to run the tool. If the tool warns you the version is outdated, please download and run the updated version.
IF Windows prompts you about running this, select YES to allow it to proceed.

IF you get a block message from Windows about this tool......
click line More info information on that screen
and click button Run anyway on next screen.

on the FRSTENGLISH window:
Click the Fix button just once, and wait.

frst-fix.jpg.f6a25291b39a03d418acc9a3b7136900.jpg
 
PLEASE have lots and lots of patience when this starts. You will see a green progress bar start. Lots of patience. This run here should be fairly quick.
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.

Please attach the FIXLOG.txt with your next reply later, at your next opportunity   

.

[   2   ]

Now we are ready to do a new setup of Malwarebytes for Windows.   Take your time.   No need to rush.   Just go careful.

 

Please prepare by first closing any open work; saving any work in progress. Close them so you can have better view.
Ideally, if possible, do a Windows Restart. Then proceed.

the Malwarebytes installer is at this link

Please use this link
⦁    Current version for Windows 7 and above download  from this link

download and save the setup file . It will automatically download. Just SAVE first.

1.    RIGHT-click mb4-setup-consumer- 4.1.0.159-1.0.889       .exe     & select “Run as Administrator”   to start the Malwarebytes for Windows setup.
2.    Follow the installation instructions to complete setup.

Watch all of the process. Have lots of patience.
Let me know how it goes. When setup has completed, my suggestion is always to do a Windows Restart.

Please let me know how this goes.

Sincerely.
 

 

Fixlist.txt

Link to post
Share on other sites

Thank you for the confirmation.   That is awesome.   I am happy to have helped you & worked with you.

 

To remove the FRST64 tool & its work files, do this.  Go to your Downloads folder.  Do a RIGHT-click on FRST64.exe & select RENAME & then change it to UNINSTALL.exe .
Then run that ( double click on it)  to begin the cleanup process.

.

Backup is your best friend.  Keep backups of your system on a regular basis to offline storage & keep those safe. https://forums.malwarebytes.com/topic/136226-backup-software/

It is not enough to just have a security program installed. Each pc user needs to practice daily safe computer and internet use.

Best  practices & malware prevention:
Follow best practices when browsing the Internet, especially on opening links coming from untrusted sources.
First rule of internet safety: slow down & think before you "click".
Never click links without first hovering your mouse over the link and seeing if it is going to an odd address ( one that does not fit or is odd looking or has typos).

Free games & free programs are like "candy". We do not accept them from "strangers".

Never open attachments that come with unexpected ( out of the blue ) email no matter how enticing.
Never open attachments from the email itself. Do not double click in the email. Always Save first and then scan with antivirus program.

Pay close attention when installing 3rd-party programs. It is important that you pay attention to the license agreements and installation screens when installing anything off of the Internet. If an installation screen offers you Custom or Advanced installation options, it is a good idea to select these as they will typically disclose what other 3rd party software will also be installed.
Take great care in every stage of the process and every offer screen, and make sure you know what it is you're agreeing to before you click "Next".

Use a Standard user account rather than an administrator-rights account when "surfing" the web.
See more info on Corrine's SecurityGarden Blog http://securitygarden.blogspot.com/p/blog-page_7.html
Dont remove your current login. Just use the new Standard-user-level one for everyday use while on the internet.

 
Do a Windows Update.

Make certain that Automatic Updates is enabled.
https://support.microsoft.com/en-us/help/12373/windows-update-faq

Keep your system and programs up to date. Several programs release security updates on a regular basis to patch vulnerabilities. Keeping your software patched up prevents attackers from being able to exploit them to drop malware.

For other added tips, read "10 easy ways to prevent malware infection"

Link to post
Share on other sites

Glad we could help.

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 thread. Other members who need assistance please start your own topic in a new thread.

Please review the following for Tips to help protect from infection

Thank you

 

 

Link to post
Share on other sites

Guest
This topic is now closed to further replies.
 Share

  • Recently Browsing   0 members

    • No registered users viewing this page.
Back to top
×
×
  • Create New...

Important Information

This site uses cookies - We have placed cookies on your device to help make this website better. You can adjust your cookie settings, otherwise we'll assume you're okay to continue.