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Unable to install Malwarebytes

Titans

By Titans
in Resolved Malware Removal Logs

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Titans

Titans

Posted
Posted

Hello,

I get the following error message when I try to install Malwarebytes:

The installation failed. Please restart your system and try running the installer again. For help troubleshooting please review the information at https://www.malwarebytes.com/help-installing.

I have restarted the computer & it still does not install.

Any help would be much appreciated.

Thanks in advance.

 

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Porthos

Porthos

Posted
Posted
20 minutes ago, Titans said:

Any help would be much appreciated.

Can you please collect and upload as an attachment the diagnostic data using our MBST?

  • Download and run the Malwarebytes Support Tool
  • Accept the EULA and click Advanced tab on the left (not Start Repair)
  • Click the Gather Logs button, and once it completes, attach the zip file it creates on your desktop to your next reply
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Titans

Titans

Posted
  • Author
Posted
7 minutes ago, Porthos said:

Can you please collect and upload as an attachment the diagnostic data using our MBST?

  • Download and run the Malwarebytes Support Tool
  • Accept the EULA and click Advanced tab on the left (not Start Repair)
  • Click the Gather Logs button, and once it completes, attach the zip file it creates on your desktop to your next reply

As requested please see attached for the log.

mbst-grab-results.zip

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Porthos

Porthos

Posted
Posted
Quote

AntiVirus Information
==================================
Anti-Virus Product :     Bitdefender Antivirus Free Antimalware
    Up To Date:    Yes    Enabled:    On
Anti-Virus Product :     Windows Defender
    Up To Date:    Yes    Enabled:    Off

FireWall Information
==================================
3rd Party Firewall Product :     COMODO Firewall
    Enabled:    On

 

I would uninstall both Comodo and bitdefender and restart the computer.

Then do the following.

1. Download the offline installer from : https://downloads.malwarebytes.com/file/mb4_offline

2. Run the installer

  Can you please let me  know if that worked ?

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kevinf80

kevinf80

Posted
Posted

Hello Titans and welcom to Malwarebytes,

I want a fresh set of FRST logs, the ones from malwarebytes support tool are still showing remnants of previous security programs... Also there is a programs with registry cleaner components, I strongly advise that Wise Care is removed ASAP.. Registry cleaners can have severe detrimental effects on any system...

When wise care is removed continue with FRST as follows:

Download Farbar Recovery Scan Tool and save it to your desktop.

Alternative download option: http://www.techspot.com/downloads/6731-farbar-recovery-scan-tool.html

Note: You need to run the version compatible with your system (32 bit or 64 bit). If you are not sure which version applies to your system download both of them and try to run them. Only one of them will run on your system, that will be the right version.

If your security alerts to FRST either, accept the alert or turn your security off to allow FRST to run. It is not malicious or infected in any way...

Be aware FRST must be run from an account with Administrator status...
 
  • Double-click to run it. When the tool opens click Yes to disclaimer.(Windows 8/10 users will be prompted about Windows SmartScreen protection - click More information and Run.)
  • Make sure Addition.txt is checkmarked under "Optional scans"
    user posted image
     
  • Press Scan button to run the tool....
  • It will make a log (FRST.txt) in the same directory the tool is run. Please copy and paste it to your reply.
  • The tool will also make a log named (Addition.txt) Please attach that log to your reply.


Thank you,

Kevin
  • Thanks 1
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kevinf80

kevinf80

Posted
Posted

Hiya Titans,

Thanks for those logs, continue...

Please download the attached fixlist.txt file and save it to the Desktop or location where you ran FRST from.

NOTE. It's important that both files, FRST or FRSTEnglish, and fixlist.txt are in the same location or the fix will not work.

NOTICE: This script was written specifically for this user, for use on this particular machine. Running this on another machine may cause damage to your operating system that cannot be undone.

Run FRST or FRST64 and press the Fix button just once and wait.
If the tool needs a restart please make sure you let the system restart normally and let the tool complete its run after restart.
The tool will make a log on the Desktop (Fixlog.txt) or wherever you ran FRST from. Please attach or post it to your next reply.

Note: If the tool warned you about an outdated version please download and run the updated version.

NOTE-1: This fix will run a scan to check that all Microsoft operating system files are valid and not corrupt and attempt to correct any invalid files. It will also run a disk check on the restart to ensure disk integrity. Depending on the speed of your computer this fix may take 30 minutes or more.

NOTE-2: As part of this fix all temporary files will be removed. If you have any open web pages that have not been bookmarked please make sure you bookmark them now as all open applications will be automatically closed. Also, make sure you know the passwords for all websites as cookies will also be removed.

The following directories are emptied:
 
  • Windows Temp
  • Users Temp folders
  • Edge, IE, FF, Chrome and Opera caches, HTML5 storages, Cookies and History
  • Recently opened files cache
  • Flash Player cache
  • Java cache
  • Steam HTML cache
  • Explorer thumbnail and icon cache
  • BITS transfer queue (qmgr*.dat files)
  • Recycle Bin


Important: items are permanently deleted. They are not moved to quarantine. If you have any questions or concerns please ask before running this fix.

user posted image

The system will be rebooted after the fix has run.

Next,

Download and run the Malwarebytes Support Tool
Accept the EULA and click Advanced tab on the left (not Start Repair)
Click the Clean button, and allow it to restart your system and then reinstall Malwarebytes, either by allowing the tool to do so when it offers to on restart, or by downloading and installing the latest version from here

When complete:-

Open Malwarebytes, select > small cog wheel top right hand corner, that will open "settings" from there select "Security" tab.

Scroll down to "Scan Options" ensure Scan for Rootkits and Scan within Archives are both on....

Clsoe out the settings window, this will take you back to "DashBoard" select the Blue "Scan Now" tab......

When the scan completes quarantine any found entries...

To get the log from Malwarebytes do the following:
 
  • Click on the Detection History tab > from main interface.
  • Then click on "History" that will open to a historical list
  • Double click on the Scan log which shows the Date and time of the scan just performed.
  • Click Export > From export you have two options:
    Copy to Clipboard - if seleted right click to your reply and select "Paste" log will be pasted to your reply
    Text file (*.txt) - if selected you will have to name the file and save to a place of choice, recommend "Desktop" then attach to reply

     
  • Please use "Copy to Clipboard, then Right click to your reply > select "Paste" that will copy the log to your reply…

Thank you,

Kevin..

fixlist.txt

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Titans

Titans

Posted
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Posted

Hey Kevin,

So I was able to follow your instructions until the Malwarebytes Support Tool & run the clean option. Any attempt after that, to install the malwarebytes was met by the same error message as start.

As requested see attached for the Fixlog (& FRSTlog should you need that)

Thanks for your help so far!!

Titansmbst-grab-results.zip

Fixlog.txt

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kevinf80

kevinf80

Posted
Posted

Hello Titans,

Thanks for the logs and the update, run the Malwarebytes Support Tool again to remove all entries related to Malwarebytes. Do not install Malwarebytes after the reboot...

Next,

Set windows up for "Clean Boot" mode, full instructions here: https://support.microsoft.com/en-gb/kb/929135

Basically all none MS services are disabled, see how your system runs in that mode. Obviously 3rd party services that affect security or internet connection can be left active.

Next,

Download and try Malwarebytes offline installer from here :- https://downloads.malwarebytes.com/file/mb4_offline

Does that work...?
 
Thanks,
 
Kevin..

 

 

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kevinf80

kevinf80

Posted
Posted

Hiya Titans,

Put your system back into normal mode and reboot. I want to run another scan to check your system...

Download Kaspersky Virus Removal Tool (KVRT) from here: https://www.kaspersky.com/downloads/thank-you/free-virus-removal-tool and save to your Desktop.

Select the Windows Key and R Key together, the "Run" box should open.

user posted image

Drag and Drop KVRT.exe into the Run Box.

user posted image

C:\Users\{your user name}\DESKTOP\KVRT.exe will now show in the run box.

user posted image

add -dontcryptsupportinfo Note the space between KVRT.exe and -dontcryptsupportinfo

C:\Users\{your user name}\DESKTOP\KVRT.exe -dontcryptsupportinfo should now show in the Run box.

user posted image

That addendum to the run command is very important, when the scan does eventually complete the resultant report is normally encrypted, with the extra command it is saved as a readable file.

Reports are saved here C:\KVRT_data\Reports and look similar to this report_20200727_103821.klr Right click direct onto that report, select > open with > Notepad. Save that file and attach to your reply.

To start the scan select OK in the "Run" box.

user posted image

The Windows Protected your PC window will open, select "More Info"

user posted image

A new Window will open, select "Run anyway"

user posted image

A EULA window will open, tick both confirmation boxes then select "Accept"

user posted image

In the new window select "Change Parameters"

user posted image

In the new window ensure all selection boxes are ticked, then select "OK" The scan should now start...

user posted image

When complete if entries are found there will be options, if "Cure" is offered leave as is. For any other options change to "Delete" then select "Continue"

user posted image

When complete, or if nothing was found select "Close"

user posted image

Attach the report information as previously instructed....
 
Thank you,
 
Kevin..

 

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kevinf80

kevinf80

Posted
Posted

Hiya Titans,

Thanks for that log, continue:

Download and run the Malwarebytes Support Tool
Accept the EULA and click Advanced tab on the left (not Start Repair)
Click the Clean button, and allow it to restart your system and then reinstall Malwarebytes, either by allowing the tool to do so when it offers to on restart, or by downloading and installing the latest version from here

When complete:-

Open Malwarebytes, select > small cog wheel top right hand corner, that will open "settings" from there select "Security" tab.

Scroll down to "Scan Options" ensure Scan for Rootkits and Scan within Archives are both on....

Clsoe out the settings window, this will take you back to "DashBoard" select the Blue "Scan Now" tab......

When the scan completes quarantine any found entries...

To get the log from Malwarebytes do the following:
 
  • Click on the Detection History tab > from main interface.
  • Then click on "History" that will open to a historical list
  • Double click on the Scan log which shows the Date and time of the scan just performed.
  • Click Export > From export you have two options:
    Copy to Clipboard - if seleted right click to your reply and select "Paste" log will be pasted to your reply
    Text file (*.txt) - if selected you will have to name the file and save to a place of choice, recommend "Desktop" then attach to reply

     
  • Please use "Copy to Clipboard, then Right click to your reply > select "Paste" that will copy the log to your reply…

Thanks,

Kevin...

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kevinf80

kevinf80

Posted
Posted

Hiya Titan

This is frustrating for sure, continue:

Please download MiniToolBox from here:

http://www.bleepingcomputer.com/download/minitoolbox/dl/65/

Checkmark the following checkboxes:
 
  • Flush DNS
  • Report IE Proxy Settings
  • Reset IE Proxy Settings
  • Report FF Proxy Settings
  • Reset FF Proxy Settings
  • List content of Hosts
  • List IP configuration
  • List Winsock Entries
  • List last 10 Event Viewer log
  • List Installed Programs
  • List Devices
  • List Users, Partitions and Memory size.
  • List Minidump Files
  • List Restore Points



Click Go and post the result (Result.txt). A copy of Result.txt will be saved in the same directory the tool is run.

Note: When using "Reset FF Proxy Settings" option Firefox should be closed.

Thak you,

Kevin..

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kevinf80

kevinf80

Posted
Posted

Hiya Titans,

Thanks for that log, continue:

Download attached fixlist.txt file (end of reply) and save it to the Desktop, or the folder you saved FRST into. "Do not open that file when running FRST fix"
NOTE. It's important that both FRST and fixlist.txt are in the same location or the fix will not work.

Open FRST and press the Fix button just once and wait.
The tool will make a log on the Desktop (Fixlog.txt) or the folder it was ran from. Please post it to your reply.

user posted image
 
Thanks,
 
Kevin...

fixlist.txt

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kevinf80

kevinf80

Posted
Posted

Hiya Titans,

That log looks to be ok.. Lets try installing from safe mode. As safe mode only allows minmal services to start we will need to add certain services manually from safe mode to let the install of Malwarebytes happen. To prepare, continue:

Run Malwarebytes clean up tool from here: https://downloads.malwarebytes.com/file/mbst

Accept the EULA and click Advanced tab on the left (not Start Repair)

Click the Clean button, allow you system restart if prompted. Do not let Malwarebytes install happen..

Download and save Malwarebytes offline installer to your Desktop.. https://downloads.malwarebytes.com/file/mb4_offline

Next,

Boot your system into Safe mode with Networking... https://www.howtogeek.com/107511/how-to-boot-into-safe-mode-on-windows-8-the-easy-way/

Next,

Open an elevated command prompt, at the prompt copy/paste each of the following commands and hit enter after each one.

reg add "HKLM\SYSTEM\CurrentControlSet\Control\SafeBoot\Minimal\MSIServer" /VE /T REG_SZ /F /D "Service"

reg add "HKLM\SYSTEM\CurrentControlSet\Control\SafeBoot\Network\MSIServer" /VE /T REG_SZ /F /D "Service"

net start msiserver

Exit

Next,

When complete run the offline installer... Does it now install...?
 
Thanks,
 
Kevin...

 

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