Jump to content

Cannot boot into windows after malwarebytes scan that went wrong


Styslo
 Share

Go to solution Solved by AdvancedSetup,

Recommended Posts

Hi

After installing Malwarebytes and launched a scan of my system on windows 10, my computer crashed. I restarted then got this message.

The operating system couldn't be loaded because a critical system driver is missing or corrupted. 

File \WINDOWS\system32\DRIVERS\MbamElam.sys

As i cant use my pc at all not even safe mode and can't format it as well or even launch windows with the "Disable early launch anti-malware protection" option. I get the green login screen without the possibility to login and everything is buggy

 

I really need my computer for work and can't use it at the moment. I have a USB key with windows on it but can't format my partition with it and i get errors with everything i try

Could you help me ?

thanks in advance,

Elliot

Edited by AlexSmith
Cleaned up message formatting
Link to post
Share on other sites

  • 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:

Spoiler
  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.

Screenshots:

Spoiler
 
 
 
 
Spoiler

 

 

01.png

02.png

03.png

04.png

05.png

06.png

 

 

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

  • Root Admin

This is a generic article with different methods on how to boot into Safe Mode

https://www.digitalcitizen.life/4-ways-boot-safe-mode-windows-10/

 

The following shows how to Disable Early Launch Anti-Malware Protection in Windows 10
https://winaero.com/disable-boot-anti-malware-windows-10/

 

From there, you should be able to go back into Windows and do an uninstall of Malwarebytes and at that point we can check and see what's going on with the system causing the issue in the first place.

 

Link to post
Share on other sites

Thanks for the info, i already tried both but it doesn't work. I'll show you with screenshots.

if i want to get further in safe mode i get back to following screen :

 

if i disable early launch anti malware protection i get a buggy green login screen that is zoomed in :

 

I managed to login once by tapping tab several times but onces logged in i only had my wallpaper and an infinite loading cursor

3ECAA047-9B1F-432F-92D4-E5C3E6F3BD5C.jpeg

95B48E5E-B6DC-4C0D-9BE3-43060CF6314A.jpeg

Link to post
Share on other sites

  • Root Admin

Okay, great. We don't need to install Windows. We just need to insert that old USB stick into the computer and boot from it.

We want to boot into DOS and we'll rename, remove the driver that way

Let me know if you need help doing it all from DOS and I'll give you specific directions.

 

Link to post
Share on other sites

  • Root Admin

Open Command Prompt at Boot in Windows 10
https://winaero.com/open-command-prompt-boot-windows-10/

 

In most cases you'll be on the X: drive. Normally (but not always) the installation of your Windows will be on C:\ drive.

From the x: drive command prompt you'll want to enter the following

C:
CD Windows\system32\drivers
REN MbamElam.sys MbamElam.OLD

Then restart the computer.

That driver will no longer exist to stop or prevent the boot into Normal Windows. From there we can check further.

Let me know if you need further directons

 

Link to post
Share on other sites

  • Root Admin

Well that says the driver is not installed. So not sure how it's holding it up.

Okay, please get FRST from the link below. Then copy it to that USB stick. (you can pull it out, copy the FRST program and reinsert it)

 

Please download Farbar Recovery Scan Tool and save it to your USB stick.

 

Then save the following text file to the same location on the USB stick as the FRST program.

fixlist.txt

Then from DOS run the command to start or open FRST (typically x:\frst64.exe )

Then click the FIX button.

It should run and create a new log FIXLOG.txt on the USB stick. Please post that back when done.

It should now be able to boot into Normal Windows mode

 

 

 

 

Link to post
Share on other sites

I did as you ask, remove the usb, launch my computer again to boot and same happened again. I swear Malwarbytes is installed on the computer. Have in mind computer crashed while beeing analysed by malwarebytes. Is it possible it deleted the antivirus at the same time ?

i also clicked on analyse with FRST. Do you need the text file ?

Link to post
Share on other sites

Guest
This topic is now closed to further replies.
 Share

  • Recently Browsing   0 members

    • No registered users viewing this page.
Back to top
×
×
  • Create New...

Important Information

This site uses cookies - We have placed cookies on your device to help make this website better. You can adjust your cookie settings, otherwise we'll assume you're okay to continue.