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Unable to update MBAM software anymore

aydfasref

By aydfasref
in Resolved Malware Removal Logs

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aydfasref

aydfasref

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For some reason I'm not able to update my MBAM installation anymore. Recently when I try to update the software I get the error "an error occurred while downloading". I suspect there must be some sort of advanced malware/virus on my computer which is blocking connections to MBAM's servers. I tried to also reinstall it but after uninstalling I was no longer able to install MBAM again using the normal installer as it wasn't able to connect to servers. Instead I had to install via the offline installer. Any ideas on how to remove this malware preventing me from updating my MBAM software?

 

Thanks in advance.

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Maurice Naggar

Maurice Naggar

Posted
Posted

Hello.  @aydfasref     :welcome:

My name is Maurice. I will be helping and guiding you, going forward on this case.

Please let me know what handle you prefer to go by.

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

If you will be away for more than 4 consecutive days,  do try to let me know ahead of time, as much as possible.
 

I would appreciate  getting  additional / fuller  important 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-1.80.848.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. 

Sincerely,

Maurice

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aydfasref

aydfasref

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7 minutes ago, Maurice Naggar said:

Hello.  @aydfasref     :welcome:

My name is Maurice. I will be helping and guiding you, going forward on this case.

Please let me know what handle you prefer to go by.

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

If you will be away for more than 4 consecutive days,  do try to let me know ahead of time, as much as possible.
 

I would appreciate  getting  additional / fuller  important 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-1.80.848.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. 

Sincerely,

Maurice

Running log collection will upddate files in the next few minutes

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aydfasref

aydfasref

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It says the logs got saved in my desktop but the zip is nowhere to be found, i also check downloads folder and the program location.

23 minutes ago, Maurice Naggar said:

Hello.  @aydfasref     :welcome:

My name is Maurice. I will be helping and guiding you, going forward on this case.

Please let me know what handle you prefer to go by.

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

If you will be away for more than 4 consecutive days,  do try to let me know ahead of time, as much as possible.
 

I would appreciate  getting  additional / fuller  important 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-1.80.848.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. 

Sincerely,

Maurice

 

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aydfasref

aydfasref

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Posted
59 minutes ago, Maurice Naggar said:

Hello.  @aydfasref     :welcome:

My name is Maurice. I will be helping and guiding you, going forward on this case.

Please let me know what handle you prefer to go by.

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

If you will be away for more than 4 consecutive days,  do try to let me know ahead of time, as much as possible.
 

I would appreciate  getting  additional / fuller  important 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-1.80.848.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. 

Sincerely,

Maurice

FINALLY! I managed to get the log zip! I had to enter safe mode and run it. Something is very wrong.

mbst-grab-results.zip

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Maurice Naggar

Maurice Naggar

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Thanks for the support-tool-report.  Lets be sure that Windows 10 is running in normal, regular mode.

Please follow my directions as we go along.  Please do not do any changes on your own without first checking with me.

If you will be away for more than 4 consecutive days,  do try to let me know ahead of time, as much as possible.

Please only just attach   all report files, etc  that I ask for as we go along.

We will be doing a series of things.  This is the first one.

 

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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  • 3 weeks later...
Maurice Naggar

Maurice Naggar

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Posted

Due to the lack of feedback, this topic is closed to prevent others from posting here.

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 topic. Other members who need assistance please start your own topic in a new thread.

Tips to help protect from infection

Thanks

 

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