Malwarebytes real protection not working

[mohamad123]

mb-check-results.zip

[Malwarebytes]

***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:

Spoiler

 

 

 

 

Spoiler

 

 

 

 

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

[exile360]

Greetings,

I'm sorry the software isn't working properly but we'll do our best to help.  To begin, please do the following:

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

[mohamad123]

mbst-grab-results.zip

[exile360]

Thank you for the logs.  I have a few things for you to do as I discovered some problems with your Malwarebytes installation in your logs, however these tasks should fix them:

Please navigate to C:\Program Files\Malwarebytes\Anti-Malware and right-click on mbam.exe and select Properties, then select the Compatibility tab and uncheck any checkboxes that aren't already empty then click Apply.  Next, click on Change settings for all users and do the same, unchecking any checked boxes then clicking Apply.

Next, restart your system and then follow the instructions on this page to run the Avast uninstall utility.  There are some orphaned Avast entries which might be related to the problem.

I also noticed that the explorer context menu entry to right-click and scan with Malwarebytes is missing from your registry and whatever caused that may also be the cause of the protection issue.  Please do the following to have the Support Tool try to repair your installation of Malwarebytes:

1. Run the Malwarebytes Support Tool
2. Accept the EULA and click Start Repair
3. Please be patient while the tool runs, it can sometimes take several minutes to complete
4. Follow the onscreen instructions and restart your system if prompted to do so to complete the repair process
   

Please let me know how it goes and if the issue is fixed or not.

Thanks

[AdvancedSetup]

Hello @mohamad123

Please follow the directions from @exile360 above. Once that has been completed you can review the information below to help improve the overall performance of the computer.

 

You have some old compromised versions of Java on your system. Please go to Control Panel, Programs, Uninstall  - and uninstall the following.

Java 8 Update 231
Java 8 Update 231
Java 8 Update 241
Java 8 Update 241

I would also recommend you consider uninstalling Bonjour 

What exactly is mDNSResponder.exe?

https://www.groovypost.com/howto/howto/what-is-mdnsresponder-exe-and-why-is-it-running/

MDNSResponder, also known as Bonjour, is Apple’s native zero-configuration networking process for Mac that was ported over to Windows and associated with MDNSNSP.DLL.  On a Mac or iOS device, this program is used for networking nearly everything.  On Windows, this process is only necessary for sharing libraries via iTunes and other Mac applications like the Apple TV that were ported to Windows.  Bonjour allows different computers running iTunes to communicate with each other regardless of network configuration, this is because it enables automatic network discovery.

What Is mDNSResponder.exe / Bonjour and How Can I Uninstall or Remove It?
https://www.howtogeek.com/howto/6456/what-is-mdnsresponder.exe-bonjour-and-how-can-i-uninstall-or-remove-it/

 

You have a large Alternate Data Stream that you should review and remove

AlternateDataStreams: C:\WINDOWS\System32:tdsrset_i.gfc [5846]

 

You may want to consider using a Google Public DNS server for improved performance

You're using CCleaner but many Experts no longer recommend using the product. The choice is yours though but here is more information
https://www.howtogeek.com/172820/beginner-geek-what-does-ccleaner-do-and-should-you-use-it/
https://www.howtogeek.com/361112/heres-what-you-should-use-instead-of-ccleaner/

 

You should review and see what is causing this error and correct it

Application errors:
==================
Error: (07/17/2020 06:20:11 PM) (Source: Software Protection Platform Service) (EventID: 16385) (User: )
Description: Failed to schedule Software Protection service for re-start at 2020-07-19T13:04:11Z. Error Code: 0x80041316.

 

Error: (07/17/2020 06:11:30 PM) (Source: Microsoft-Windows-WindowsUpdateClient) (EventID: 20) (User: NT AUTHORITY)
Description: Installation Failure: Windows failed to install the following update with error 0x80070436: HP - HIDClass - 7/25/2015 12:00:00 AM - 1.1.7.1.

Error: (07/17/2020 06:08:19 PM) (Source: Service Control Manager) (EventID: 7000) (User: )
Description: The VMware Authorization Service service failed to start due to the following error:
The system cannot find the file specified.

Error: (07/17/2020 06:08:17 PM) (Source: Service Control Manager) (EventID: 7000) (User: )
Description: The Wondershare Driver Install Service service failed to start due to the following error:
The system cannot find the file specified.

Error: (07/17/2020 06:08:11 PM) (Source: Service Control Manager) (EventID: 7000) (User: )
Description: The Origin Web Helper Service service failed to start due to the following error:
The service did not respond to the start or control request in a timely fashion.

 

Generally speaking I would recommend opening an elevated Admin command prompt and run the following scans, fixes.

SFC  /SCANNOW

 

DISM.exe /Online /Cleanup-image /Restorehealth

 

Firefox and Chrome both have some sort of policy set on them. You may want to review that as well

FF HKLM\SOFTWARE\Policies\Mozilla\Firefox: Restriction <==== ATTENTION
CHR HKLM\SOFTWARE\Policies\Google: Restriction <==== ATTENTION

 

IObit Uninstaller
I would recommend that the use of a 3rd party removal tool be used as a last resort. Using the normal built-in Control Panel, Programs, Uninstall should always be the first choice and not use any 3rd party as a go to tool.

Smart Game Booster
Generally speaking most Experts do not recommend such tools. Many consider them potentially damaging to your system and in some cases Snake Oil - again your choice

This scheduled task is for an installation or removal that the system "thought" was a failure. In most cases I recommend removing the task. Program Compatibility Assistant
Task: {9503F301-B40E-4DD2-BEDD-CE4ADB1E4199} - System32\Tasks\{7E1D982E-EE19-436B-B45D-007722F74ACA} => C:\WINDOWS\system32\pcalua.exe -a "c:\program files\txgameassistant\appmarket\GF186\TUninstall.exe"

You have a hidden service from an old installation of software. I'd recommend you consider removing it.
S3 xhunter1; \??\C:\WINDOWS\xhunter1.sys [X]

From an elevated admin command prompt you can type the following to remove it.
SC  DELETE xhunter1

 

The hard drive is showing signs of possibly failing. I would recommend you perform a Hard Drive test to see if there are signs of an impending drive failure.

2020-07-13 19:56 - 2020-07-13 19:56 - 000000000 __SHD C:\found.002
2020-07-13 19:56 - 2020-07-13 19:56 - 000000000 __SHD C:\found.001
2020-07-13 19:56 - 2020-07-13 19:56 - 000000000 __SHD C:\found.000

 

If you have any questions or need further assistance please let us know.

Thank  you

 

 

 

[mohamad123]

thx you very much guys problem solved and pc save once again all thx to you ❤️

[exile360]

We're glad to hear it

If there's anything else we might assist with please don't hesitate to let us know.

Thanks

[AdvancedSetup]

Take a look here as you have time too @mohamad123

https://forums.malwarebytes.com/topic/258363-tips-to-help-protect-from-infection/