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digger78

Malwarebytes removal confirmation

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Long story, short--starting yesterday morning, my system was very sluggish and would Blue Screen often.  It got so bad, many times I couldn't even complete logging in before it would Blue Screen again.  I ran scans using Malwarebytes and Windows Security, but no malware was found.  I also don't recall installing anything new in the past day or so, though something could have updating in the background.

Anyway, I had heard about there being possible issues between the latest version of Malwarebytes and Windows 10 v2004, both of which I had (and have had for at least a week or so).  So I uninstalled Malwarebytes.  I also used the Malwarebytes Support tool to clean it from my system.

After doing that, the Blue Screens stopped.  But my system is still *very* sluggish.  The fan is running constantly, programs take longer to load or respond than usual, etc.

So my question is--is there anything else I can run/do to make sure I have all traces of Malwarebytes from my system?  (I do intend to try to do a reinstall of it at some point, but the underlying issue with Malwarebytes is not my point of this post--I just want to make sure that, even though I uninstalled and ran the Support tool, Malwarebytes isn't still somehow running on my system in some way.)

Thanks.

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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:

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:

Spoiler
  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.

Screenshots:

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

Spoiler

For any of these issues:

  • Renewals
  • Refunds (including double billing)
  • Cancellations
  • Update Billing Info
  • Multiple Transactions
  • Consumer Purchases
  • Transaction Receipt

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,

Using the clean function in the Support Tool should have eliminated Malwarebytes from your system, however we can take a look to make sure your system is not infected in case an infection is causing any of the issues you're experiencing.  If you wish to do so, please follow the instructions in this topic then create a new topic in our malware removal area by clicking here and a malware removal specialist will guide you in checking and cleaning your system of any threats.

We could try to investigate the issue here, however I believe it would be best to first ensure that the system is clean of threats before proceeding, plus the malware removal specialist might discover the cause through checking even if it is not malware related.  If they determine that the system is clean, you may return here to continue working with us to investigate the issue.

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Exile360--

Thanks for the reply.  I will follow the instructions on the other page first as suggested and report back, if needed.

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