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Two questions:

1. Have been using Malwarebytes free version for many year. Only recently, it finds two questionable apps in my PC. My first question is, why only recently, after an update, it finds the questionable apps?

The two apps:

One is on my D drive which is storeroom of all kinds of files.  I can trace this one.

The other is on my D drive.  This one cannot be found.

2. Allow List & Clipboard

I have had the first questionable app, the one I can locate, put to the Allow List.

But cannot add the second questionable app to the Allow List because I cannot locate it.

Is the Clipboard the same as the Allow List?

How can the apps be recovered or returned to my PC once they are put to the Clipboard?

Thanks

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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
  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.

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If you are having licensing issues, please do the following: 

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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

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  • Staff

Greetings,

The clipboard is where Windows stores information that you have copied so that it can be pasted elsewhere.  In the case of Malwarebytes reports it is used for copying and pasting the contents of the report which can be useful when reporting a false positive to the Research team.  It will not be useful for adding or removing an item to your allow list, however if you can replicate the detection on your D drive in a scan, you should be able to exclude the item by unchecking the checkbox to the left of the detected item in the scan results screen once the scan completes then clicking on Next and choosing the option to always ignore the remaining unchecked item and this will cause it to be added to your Allow list in Malwarebytes so that it is no longer detected.  Additional information on creating exclusions in the Allow list can be found in this support article.

If you suspect that the detected items are false positives, please read and follow the instructions in this topic, then create a new topic in the File Detections false positives area by clicking here and include the logs and information referred to in the topic I linked to and a member of Research will review the detections and correct them if they do turn out to be false positives.

Please let us know how it goes and if you continue to have trouble excluding the second item please do the following and we will take a look and assist you:

  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

Please let us know how it goes.

Thanks

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