Shorefisher Posted October 12, 2020 ID:1413729 Share Posted October 12, 2020 Windows 10 Office 2019 Malwarebytes premium trial Version 4.2.1.89 update package version 1.0.31228 Component package version 1.0.1061 Had problems installing free Malwarebytes, so I installed premium trial. Ran scan and had all issues quarantined. Result was a generally faster PC. But there are 2 main issues. 1. All MS docs (Word, Excel, Powerpoint) ending is x (docx, pptx, xlsx) open fine. All without x (.doc, .ppt, .xls) open in compatability mode. This did not happen until the Malwarebytes scan/quarantine. Will this cause me problems? Can I get the non-x docs to work without the compatability mode warning? 2. Microsoft Edge is extremely slow. IE works fine. Chrome works fine. I usually use Edge. It is set as my default. I'd like to fix it. These are the main issues. There are others that come and go: mostly slowness to initiate a process for the first time. What should be my next step? Link to post Share on other sites More sharing options...
Staff Malwarebytes Posted October 12, 2020 Staff ID:1413730 Share Posted October 12, 2020 ***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 Download Malwarebytes Support Tool 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. Place a checkmark next to Accept License Agreement and click Next Navigate to the Advanced tab 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. To provide logs for review click the Gather Logs button Upon completion, click OK A file named mbst-grab-results.zip will be saved to your Desktop Please attach the file in your next reply. To uninstall all Malwarebytes Products, click the Clean button. Click the Yes button to proceed. Save all your work and click OK when you are ready to reboot. After the reboot, you will have the option to re-install the latest version of Malwarebytes for Windows. Select Yes to install Malwarebytes. 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 Link to post Share on other sites More sharing options...
exile360 Posted October 12, 2020 ID:1413735 Share Posted October 12, 2020 Greetings, It's possible that some fallout from the removed threats still remains which may be the reason for the issue you're experiencing. Please follow the instructions in this topic, skipping any steps you are unable to complete, 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. Hopefully they will be able to get things running normally again. Link to post Share on other sites More sharing options...
Shorefisher Posted October 12, 2020 Author ID:1413783 Share Posted October 12, 2020 Well, The first instruction is to download, install, update and do a Threat Scan with Malwarebytes. Since I just installed Malwarebytes yesterday, I assume I am to open Malwarebytes and do a threat scan. Can't do that any more. mbam.exe does not open, even if I do it directly on the file. Does this mean I should uninstall Malwarebytes, reinstall and then do the scan? I should point out that earlier today I hit a Windows error that rebooted my PC after collecting a bunch of information. The stopcode was unexpected_store_exception. Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted October 12, 2020 Root Admin ID:1413789 Share Posted October 12, 2020 Hello @Shorefisher Please download Farbar Recovery Scan Tool and save it to your desktop. Note: You need to run the version compatible with your system. You can check here if you're not sure if your computer is 32-bit or 64-bit Double-click to run it. When the tool opens click Yes to disclaimer. Press the Scan button. It will make a log (FRST.txt) in the same directory the tool is run. Please attach it to your reply. The first time the tool is run, it also makes another log (Addition.txt). Please attach it to your reply as well. Thank you Link to post Share on other sites More sharing options...
Shorefisher Posted October 13, 2020 Author ID:1413921 Share Posted October 13, 2020 My Avast software is blocking the Farbar download. I added exceptions in Avast for bleepingcomputer.com. I added exception for FRST64.exe. I turned off the shields. It is still blocking the download. Very frustrating. Suggestions? If "not my problem" I'll contact Avast support. I just thought you might know. Link to post Share on other sites More sharing options...
Maurice Naggar Posted October 13, 2020 ID:1413923 Share Posted October 13, 2020 Hi, Do you have another computer on which you can accomplish the download ? If so, do the download & rename the FRST to gazork,exe & then take that file and copy it onto the Desktop. If you do not have another way to download, try doing a RIGHT click on the download link and select SAVE AS .... and in the File Name ( white text box) put in gazork.exe & then save download Farbar Recovery Scan Tool Link to post Share on other sites More sharing options...
Shorefisher Posted October 14, 2020 Author ID:1414032 Share Posted October 14, 2020 For those who also have trouble with blocking software preventing download of the Farbar tool, I solved this by downloading it to my phone - very easy. Then connected the usb cable and copied it to the desktop computer. I have created a new thread in the recovery forum with the same title, including all log files. Thanks to all who have offered input. Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted November 19, 2020 Root Admin ID:1421873 Share Posted November 19, 2020 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 Link to post Share on other sites More sharing options...
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