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I have bought a new computer and bought the Malwarebytes software premium with it.  I did not download the Malwarebytes right away, it was probably 3 days later that I did so.  I have been under attack of malware and a malicious attack of viruses.  But not only that they are setting their own software on my computer and making them the administrator of my computer.  and I am solely the "owner"  of the computer.  It was confirmed by the geek squad of best buy that they had taken over the mothership of the computer.  And this was the only reason that I was allowed to take the computer back and to get another one.  I bought this in hopes of keeping all the malicious stuff out, but I feel as if they are on this computer already.  Im wondering if there is a way to set the settings to where when I run a scan it is made to look normal and nothing on there.  But when I go to my settings I see that there has been added applications that I have no idea what they are.  If anyone has any suggestions at all, or any ideas on what I can do to get anything that is not as a default on the computer off here, I would greatly appreciate it.  Thank You

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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,

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.

They can also provide tips on keeping your system clean once the process is done.

If there is anything else we can help with, please let us know.

Thanks

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yes i am, but have not been able to fix the problem. my computer is completely out of my hands.  i have tried everything i could think of. and i cannot do any of this because i am not the administrator.  and its only because a software has been set up on here. please help!

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10 minutes ago, nickyj0985 said:

please help!

Please follow the instructions already given.

On 7/15/2020 at 9:41 PM, exile360 said:

Greetings,

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.

They can also provide tips on keeping your system clean once the process is done.

If there is anything else we can help with, please let us know.

Thanks

 

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I see you have posted in the correct section now. But you forgot to read and follow the instructions. Follow the guide and post the logs in your malware removal topic no in this thread.

 

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