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MB Support tool seems to have nuked my boot drive

Minus_MB

By Minus_MB
in Resolved Malware Removal Logs

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Minus_MB

Minus_MB

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Hi everybody,

My update issue from these threads:

https://forums.malwarebytes.com/topic/263681-cannot-update-to-42-or-reinstall/?tab=comments#comment-1406638

https://forums.malwarebytes.com/topic/263689-cant-download-updates-was-suggested-to-post-here/?tab=comments#comment-1406674

resurfaced. Before I did anything else, I ran the MSERT tool, which seemed to magically make the problem go away even though the tool itself found no issues.

I downloaded and ran the MB support tool again in preparation for a new thread on this mystery. After/during the support tool's first step, it said a reboot was required. After the reboot, my SSD no longer boots, so I'm sitting here on a year-old partition on my HDD. The SSD itself seems to be fine- I can access all the files on it, but it will not boot into Windows if it's the only attached storage device.

 

Please help me roll back whatever the MB support tool may have done.

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Maurice Naggar

Maurice Naggar

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Thread moved over to the section "malware removal help for Windows"  just for the purpose of help to get more detail.

Does Windows itself run ?

What is going on about the SSD ?

Running the support tool to just "gather logs"  is not supposed to involve any sort of reboot or restart.

Kindly provide a bit more detail,  whether you can go into Control Panel  >  Programs and Features   and only just look to see if Malwarebytes for Windows is listed as instaled.

Edited by Maurice Naggar
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Maurice Naggar

Maurice Naggar

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We will need to get @LiquidTension  to help you out directly.   I say that on 2 counts:   This system is a Windows 7  ( which I believe has a current open issue )  & # 2, the MB Support tool is not supposed to be doing any reboot when simply just running the Report  ( Gather Logs ) option  & is never supposed to be doing anything related to harwdare disc-boot order.

For the time being, if this system has any attached printer, fax machine,  other external USB drive, unplug all those.

As far as the drives, it appears that just the drive letters are different.   The SSD went from letter C   to  letter  J

& the 1 TB   drive went from  letter E  to letter   C.

Do this basic procedure just to power off the machine for a bit.   a full power off from the main power Off button.

IF this is a laptop or notebook,  lets be sure it is powered from a regular corded power plug-cord.

Power off the machine.   Wait about one minute.

Power it back on.

Does Windows work ?  I mean can it just simply start  & load.

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Maurice Naggar

Maurice Naggar

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You noted "Boots into Windows 7 from the HDD".

Can you then use Windows ?   That was my unstated question.   Can you use that Windows and look to just "see" if you have the report tool named FRST64   or FRSTenglish   present on that drive.

Also,   do you posses a USB-thumb-flash drive   in case there is a need for that later on.   I suspect it will be needed later.

As to the physical presence of the SSD,  was that physically there before  >    and has the internal hardware cabling changed recently ?

Is this a tower system type hardware ?

and what if anything are you using to look  at those drives

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Minus_MB

Minus_MB

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Windows 7 is working, but it's the copy of Windows 7 installed on the HDD, not the one on the SSD which I would prefer using.

FRSTEnglish is in the Downloads folder on the SSD.

The SSD has been installed for a year or so now. The internal cabling has not changed. Earlier today, after the boot problem started, I disconnected/reconnected the two drives a few times to see what would happen, but they are currently connected as they originally had been.

This PC is a regular desktop tower, specifically an Alienware Area-51.

I have a USB flash drive ready to go.

I can use Windows explorer to navigate through the drives, but it's using the HDD as the 'C' drive.

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Maurice Naggar

Maurice Naggar

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I will ping   for @LiquidTension   & for  @AdvancedSetup    to see if they can help you here directly.

LiquidTension is the super-expert not only on the Support tool,  but especially so on the potential recently observed defect as to Windows 7.

Advancedsetup should be able to weigh in with potential advice as to the drive-booting sequence issue.

Please have patience as I believe both individuals are off on Sundays.

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AdvancedSetup

AdvancedSetup

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Hello @Minus_MB

Sorry to hear you're experiencing issues with boot.

The MBST tool for Gather Logs performs no operations that would add or remove files, drivers, or reset any computer operations. It is a discovery and report only operation.
If you used the Repair Malwarebytes option it can remove, add files but would typically only be for Malwarebytes and nothing for boot settings. On Windows 10 we would add an Early Launch Anti-malware (ELAM) driver but Windows 7 does not support it.
If you did a Repair System operation we'd rebuild WMI and reset a few other options but again none of them should be affecting the boot operation.

At one point one of your drives was using BitLocker

Error: (09/09/2020 11:36:23 AM) (Source: Microsoft-Windows-BitLocker-Driver) (EventID: 24620) (User: NT AUTHORITY)
Description: Encrypted volume check: Volume information on \\?\Volume{33506327-6bb3-4a68-8f1d-3799855f12a6} cannot be read.

Do you have the BitLocker ID and Key?

 

What is the exact error message you get?

 

On September 10, 2020 @Maurice Naggar had you run a Fixlist using the FRST program. That completed successfully so we know you have one.
 

========= End of Batch: =========

Restore point was successfully created.

 

Have you tried pressing the F8 key during boot and choose: Boot into Last Known Good Configuration

 

Please follow the directions from the following topic to do a System Restore from the saved Restore Point from that day.

How to Do a System Restore in Windows 7

Please let us know how that goes

Thank you

 

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Minus_MB

Minus_MB

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I don't recall ever using Bitlocker for anything, although I do think I remember it being installed. I don't remember specific errors from the FRST run. Is there a log file somewhere I can try to find?

 

The system restore wants to run on what it sees as the current C drive, which is not the one I need to restore. Is there a way to make it run against the current J drive? When I ask it to show what programs will be affected, it shows me a list of practically everything currently installed on the HDD that'll be deleted.

Will attempt F8 now...

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AdvancedSetup

AdvancedSetup

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I mean errors from the boot that you say does not work.

Pull the current drive out so that only the original SSD drive is in the system.

Adjust your BIOS so that it sees the SSD and that it's set as the Boot Device

Then use  F8 key during boot and choose: Boot into Last Known Good Configuration and if still needed try the Restore Point

How to Do a System Restore in Windows 7

 

Edited by AdvancedSetup
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AdvancedSetup

AdvancedSetup

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Possibly due to file corruption.

Please see if the Restore from the Restore Point works for  you. If it does not work then review the following topic

https://www.makeuseof.com/tag/fix-error-code-0xc0000225-windows-10/

 

Troubleshoot Windows Boot Manager error - 0xC0000225 "Status not found"

This 2nd link is more so for Virtual systems but in general the idea remains the same for repairs but may require a bit different solution for physical systems

 

Edited by AdvancedSetup
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Minus_MB

Minus_MB

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I haven't done a restore yet. I was able to rebuild the BCD through... something, probably one of the links either you or Maurice sent, or some similar thing I found. So my SSD boots, but it will not install Malwarebytes through the online updater.

I'm gathering logs with the support tool now. Let's hope my boot sectors don't get deleted.

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AdvancedSetup

AdvancedSetup

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Now, just a reminder and something I'd recommend too is that you can install and activate Windows 10 for free still.

You have a decent computer to do so as well.

Looks like you have an i7 processor and 32GB or RAM?

Personally I'd recommend you back up all your data to an external drive. Use Macrium Reflect 7 free to image the entire drive to an external drive.
Then format the SSD and install Windows 10 from scratch

It's getting harder and harder to support Windows 7 by all kinds of software vendors

 

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