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Malwarebytes on Windows Server 2016 Standard | Malfunction


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Hey,

So I installed Malwarebytes on my Windows Server 2016 Standard on the 21.st of August (yesterday) due to some concerns there may be an infection.
Malwarebytes was installed from your websites, and the latest at the time was installed.

 

Malwarebytes DID in fact find threats and these were quarantined and later deleted.

Immunet was also run and found no problems.

However, Bluescreens started occuring.

 

Mcaw.sys was the culprit according to memory.dmp.

Looked around this morning (22nd) and located that mcaw was Malwarebytes.

Simple enough, probably faulty install or otherwise bad .sys file - So I asked Windows to uninstall it.

 

Not entirely sure what happened as this was over an RDP session (The server is in my house, but I was in another room)
The RDP session timed out shortly after, and I went to investigate.

"Choose an option" was on the screen, when I went to have a look, as Windows had failed to start.

Not entirely sure what happened there, so I exit and continued to Windows - It failed to boot.

Tried SafeMode - Failed to boot.
Ive now run dism and sfc a few times without any luck... Something went wrong during the malwarebytes uninstall which currently has killed my server and several TB of work content.

 

There were no restore points on the server at the time so this is also out of the question.

Could I get some advise on 1. How can the server be recovered from this? And 2. How could Malwarebytes, a third party app, manage to take down the entire Operating System?

Ive also tried rebuilding bcd boot, this did not help either, but I fear during the uninstall and Windows was removing the entries from registry that something went wrong and the registry is now corrupt.

I HAVE the install medium for Windows Server 2016, but booting from this medium - picking repair computer just comes back with the same options as before.. Restore point, CMD, Safemode..

As the OS is not booting what so ever, I am also unable to get my hands on the memory.dmp file and investigate/correct any problematic files. The OS is quite bricked at the moment it seems - Unless someone out here has been in similar shoes? Uninstall of Malwarebyte leading to failed boots?

 

Kind regards,

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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
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  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.
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6 minutes ago, PiperMp3 said:

I installed Malwarebytes on my Windows Server 2016 Standard

I am sorry to inform you that Malwarebytes Premium (stand alone) is not supported on any server OS and is also against the EULA as well.

 

  Quote

(b) Paid License.

If you purchased a license to the Software from Malwarebytes or from a Malwarebytes authorized reseller, then conditioned upon your compliance with the terms and conditions of this Agreement, Malwarebytes grants you a non-exclusive and non-transferable license to Execute the number of copies of the Software for which you have paid solely in executable form on the corresponding number of Devices owned or used by you. Furthermore, you may not Execute the Software on any Device(s) running a server operating system unless it is a Malwarebytes server product as reflected in its official product name and official release notes. You agree that your purchases are not contingent on the delivery of any future functionality or features (including future availability of any Software beyond the current license term or any new releases), or dependent on any oral or written public comments made by Malwarebytes regarding future functionality or features.

https://www.malwarebytes.com/eula/

The proper version is this. https://www.malwarebytes.com/business/ep-server-security/

 

System requirements

https://support.malwarebytes.com/hc/en-us/articles/360038984713-System-requirements-for-Malwarebytes-for-Windows-v4

6 minutes ago, PiperMp3 said:

Could I get some advise on 1. How can the server be recovered from this?

With all of the above being said, It is possible the malware removal experts can get you up and running.

To work with them, simply read and follow the instructions in this topic, skipping any steps you are unable to complete, then creating a new topic in our malware removal area by clicking here and one of our malware removal specialists will assist you as soon as one is available.

Edited by Porthos
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Hey @Porthos,

Thank you for your response.

I managed to get into Desktop. I cant remember the exact phrase, but on the recovery screen I picked option F9, which I believe to be "dont start any anti-virus/anti-malware software".
I now have 11 Red services (stopped)
Malwarebytes is one of them, but so is a lot of other non-related services.

The latest bsod was also caused by mcaw.sys.

I will be going through a process of ensuring malwarebytes leaves this platform as clean as possible and does not return.
I do not believe the platform to be infected at this point so I will not be bothering your experts just yet :)

Kind regards,

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1 minute ago, PiperMp3 said:

I will be going through a process of ensuring malwarebytes leaves this platform as clean as possible and does not return.

Please do the following Uninstall and reinstall using the Malwarebytes Support Tool

Please have lots of patience with the tool.  The first phase is a cleanup and does require a Windows Restart.
After the Restart, it may take 2 - 3 - 4 minutes till the Support tool screen shows up.   Please be patient and have faith.  Wait for it, whatever it takes.

The 2nd phase is where it offers to do a new Install. Say no and close the tool if you are not going to reinstall.

 Let me know if that clears up the issue or not.


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Hey @Porthos,

I'm back.
So I can confirm that the Support Tool was in action - the server wanted to reboot.
The Server rebooted entirely on its own and started without manual intervention.

However it's been... a few hours now, and the support tool never came back up - could be Windows SERVER related as opposed to anything else..
The server started just fine, everything is back in action - there are nothing left behind of Malwarebytes, and no further BSOD has occurred.

So far, so good.. 

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