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Rebooting into BIOS, when running rootkit scan.


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Hi guys, I have a few questions and need help fixing an issue with malwarebytes.

So I recently bought malwarebytes premium, and have got the 4.2.0 version installed on my computer. 

The normal scan works fine, but the other day I wanted to do a deeper scan, and whent into advanced and enabled scanning for rootkits, this is where my issues started.

First of all, when running the scan for rootkits, my computer slowed down, to the point of not being usable at all. Second, the scan took forever compared to the normal quick scan. So I decided to leave it overnight. I've done this twice now, and both times when I get up in the morning and check the computer, it has somehow booted into the BIOS and was just sitting there. Or atleast what i think is the BIOS :-).

So my questions for you guys is; do you know what is going on with the whole BIOS thing? is malwarebytes crashing my computer? 

And also do you think malwarebytes is too demanding for my laptop? It's an Asus UX305F running an intel core M. And it gets pretty slow whenever i tinker with malwarebytes, even just when opening and closing the menu.

Hope somebody knows what is going on, any help would be much appreciated. 

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Hi,       :welcome:
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.   

 

I do wonder whether what you are referring to as "BIOS" screen is actually a blue screen for a Windows   STOP abort. 

Please follow my directions as we go along.  Please do not do any changes on your own without first checking with me. 
Please only just attach   all report files, etc  that I ask for as we go along.


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-1.7.0.827.exe  to run the report

Once it starts, you will see a first screen with 2 buttons.  Click the one on the left marked "I don't have an open support ticket".

        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.  Then Exit the tool.

    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.

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Hi Adam.    Thanks for the report file.  First advice:   This Windows session has been on for nearly 3 days ......2 days 10 hours 26 minute

Do one Windows Restart so that it is in a new session.

.

Once after it is all settled back, then,  I would like to have your Malwarebytes for Windows updated to the very latest bits.    The current release version is 4.2.1.89

Start Malwarebytes for Windows.  Click the Settings ( gear ) icon.  Click the GENERAL tab.

Then look for and click on "Check for Updates"  button.    Follow all prompts.  Have patience.

.

Once after that is all done,  make one adjustment:

There is one setting in Malwarebytes that needs to be off.   So that the Microsoft Windows Defender is all enabled.   The Premium ( or trial ) protections of Malwarebytes will still be on.
Start Malwarebytes. Click Settings ( gear ) icon. Next, lets make real sure that Malwarebytes does NOT register with Windows Security Center 
Click the Security Tab. Scroll down to 
"Windows Security Center"
Click     the selection to the left  for the line "Always register Malwarebytes in the Windows Security Center".
Close Malwarebytes when done.

.

Security tips:

Uninstall  Java 8 Update 191    ( using normal Control Panel uninstall).    That is a very old & insecure version of Java.

Let me know the overall status _ after _ all the above has been done.    We can do more later.

and one of the other things I would like to see is that this Windows version be upgraded thru Microsoft Windows Update to the latest Windows Version 2004.

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Sorry for the late response, seems like the forum has been down?

********************************************

Hi again

Thanks for the update with instructions.

I've done everything, except the windows update.

When checking with windows update, it says that my system is up to date. But underneath it, it says that i will get a notification when windows 10 2004 is ready for my unit. 

Other then that, everything seems fine. Should I try running the rootkit scan again? or do you have any other suggestions?

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Hello.   Thanks for the information from the MS Windows Update.

As to the Malwarebytes,  please understand that the standard configuration of malwarebyes is to have rootkit scan option off.   It is not needed except for really absolutely needed conditions.

A normal / regular threat scan is all that you need to run.   When it shows results of no malware, that is all that you need.

That said,  it is important that we not ( maybe ) confuse a Windows abort STOP screen for a "BIOS"  screen.

Just do a normal scan  and let me know the result.

Thank you.

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Alright, the normal scan seemed to work out fine. 

It did register about 14 elements, and when these are put into quarantine it closes my chrome tabs. So i'm guessing they are adware connected to chrome? Even though I delete them, they reappear after a reboot and a new scan.  

On the other note, even though a rootkit scan isn't necessary, isn't it odd that my computer can't complete a rootkit scan. without going into the BIOS or the windows abort STOP screen? Which i'm not quite sure what means? ;) 

Again thanks alot for the help!

- Adam

Ps. i've attached the log from my latest normal scan. 

latest log.txt

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You are NOT  doing the measures to click the check-box  so that all items are actually Quarantined.   !!!  you must tick each check box  when reviewing the result  and before pressing Quarantine.

First  I am going to have you do some basic measures first.

[   1   ]

Set the Chrome "sync"  to OFF.

Use Chrome browser   to go to https://www.google.com/settings/chrome/sync and sign into your account.
Scroll down until you see the "reset sync" button and click on the button
At the prompt click on "Ok".

 

After we are all finished with this case, you may if you wish / if you need to /  turn the Google Sync back On.

[   2   ]

for Chrome, while Chrome is running:
Press & hold SHIFT+CTRL+Del keys  on keyboard to get menu for clearing browsing data:

Check mark the line  "Browsing history"

Check mark the line "Download history"

Check mark the lined "Cached images and files"
and press Clear Data button  ( in blue )

[   3   ]

After that, make real sure that Chrome is "NOT" set to reload the pages from the last session

Go into the settings menu of Chrome by first clicking  the control icon of Chrome on upper right of the adress bar

Then look deeper in SETTINGS

image.png.bfcbff4c25a7a1a131de4b71555efd0c.png

 

Make real sure it is "NOT" set to "continue where you left off"

.

[   4   ]

I suggest you install the Malwarebytes Browser guard for Chrome.

To get & install the Malwarebytes Browser Guard extension for Chrome,

 

Open this link in your Chrome   browser: 

https://chrome.google.com/webstore/detail/malwarebytes/ihcjicgdanjaechkgeegckofjjedodee

 

Then proceed with the setup.    Close Chrome when done.    Just be sure it is closed by the time before you press Scan on the next section below

[   5   ]

I would like you to do a new scan with Malwarebytes for Windows.  One of the major goals here is to have it remove all that it detects.  If it finds anything that is.
Start Malwarebytes from the Windows  Start menu.
Click Settings ( gear icon)   at the top right of Malwarebytes window.   We want to see the SETTINGS window.
Then click the Security tab.   Look for the section "Automatic Quarantine".   Be sure it is clicked On   ( to the far right side)    {  that is only if you have Premium }

Then scroll down to the section Potentially Unwanted items.   We need the next 2 lines   ( for P U P  & for P U  M)  to be set to "Always ( Recommended) ".
You can make the change by clicking on the down-arrow selection list-control.   We want all P U P  &  P U M to be marked for removal.

Next, click the small x on the Settings line   to go to the main Malwarebytes Window.
Next click the blue button marked Scan.
When the scan phase is done, be real sure you Review and have all detected lines items check-marked on each line on the left. That too is very critical.
You can actually click the topmost left  check-box  on the very top line to get ALL lines  ticked   ( all selected).

>>>>>>      👉      You can actually click the topmost left  check-box  on the very top line to get ALL lines  ticked   ( all selected).         <<<<     💢

MB4_scan_tick_ALL.jpg.d04ef98c885b4f44f51bfe735922fba7.jpg

 

Please double verify you have that TOP  check-box tick marked.   and that then, all lines have a tick-mark

 

Then click on Quarantine  button.

MB4_scan_all_Quarantine.jpg.8639e1dfc2301bc6d60a8cfb3c339241.jpg

 


Then, locate the Scan run report;  export out a copy;  & then attach in with your  reply.
See https://support.malwarebytes.com/hc/en-us/articles/360038479194-View-Reports-and-History-in-Malwarebytes-for-Windows-v4

Edited by Maurice Naggar
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Thanks for the log.

The following custom script is to insure Windows Defender is enabled, do a quick scan with it, also run the Windows 10  System File Checker app.

Please be sure to Close any open work files, documents,  any apps you started yourself  before starting this.

 

 

The system will be rebooted after the script has run.

.

This custom script is for  Adam2ol  only / for this machine only.

 
Close and save any open work files before starting this procedure.    If there are any CD / DVD / or USB-flash-thumb or USB-storage drives attached,  please disconnect any of those.

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
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 FRST 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   


Please know this will do a Windows Restart.   Just let it do its thing.  

Fixlist.txt

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  • 2 weeks later...

Hello.   Good afternoon.  I hope you are doing well.   I have not heard from you in several days.   How is the situation at this point?

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Hi maurice

Sorry for the late response, i've been studying for an exam the last couple of days and kind of forgot about our conversation. 

I haven't run the script yet, could you elaborate on why i need to run it? is there another way of verifying that windows defender is running?

- Adam

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Hi Adam.

Do your school work  and other commitments that you have.   When you have the time,  it is important to run the script  so that things are checked and in better state.

 

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  • Solution

Hello Adam.   Thank you very much for the Fixlog report.   The run completed.  The run is good.

Your school work & your life commitments come first.   Take care of your own priorities.

All we ask here is that you let us know if you are tied up & away for longer than 4 consecutive days.

.

Let me know how things are at this point vis-a-vis the original starting issue of this case ?

Is there anything that you need at this point?

 

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Hi again

At this point, everything seems to be running fine, thank you very much for the help, and your patience.

As for the starting issue, being that I couldn't run a rootkit scan, should I try running one again? or should i just accept that my computer might not be able to handle running one, and that a normal quick scan is secure enough?

- Adam

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Hi.  I am glad that things are well.   Listen please,  the selection to also run a "rootkit" scan option .....it is OFF by design.   It is not needed.   When a normal scan shows no infection, that is all that you need.

Rootkit scan is off by design / by standard default.   I regret that your machine has had hiccups attempting that.

But, yes, a normal standard Threat scan by Malwarebytes is plenty enough.

.

If it helps bring some level of ease, you can do a One Time run with this special tool from Malwarebytes, to check the system.

Please read all of these lines first so that it is all clear to you about our plan. I need a one time run of MBAR like listed here, please.

Please download Malwarebytes Anti-Rootkit (MBAR) from this link here

and save it to your desktop.

Doubleclick on the MBAR file and allow it to run.

•Click OK on the next screen, to allow the package to extract the contents of the file to its own folder named mbar.

•mbar.exe will launch automatically. On some systems, this may take a few extra seconds. Please be patient and wait for the program to open.

•After reading the Introduction, click 'Next' if you agree.

•On the Update Database screen, click on the 'Update' button.

•Once you see 'Success: Database was successfully updated' click on 'Next', then click the Scan button.

With some infections, you may see two messages boxes:

1.'Could not load protection driver'. Click 'OK'.
2.'Could not load DDA driver'. Click 'Yes' to this message, to allow the driver to load after a restart. Allow the computer to restart. Continue with the rest of these instructions.

•If malware is found, press the Cleanup button when the scan completes. .

Please attach the log it produces, you'll find the log in that mbar folder as MBAR-log-<date and time>***.txt . Please attach that to your next reply.
  
 

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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

 

 

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