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No systray icon, stalls on update, won't open after forced quit.


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Hi,

This is concerning MWB 4.3.0.

Earlier today I noticed that there was no MWB icon in my system tray, so I started MWB and immediately received a notification that it had found malware in C:\Program Files (x86)\ControlCenter4\BrCcLaru.dll several hours earlier. I had received no notification of it (I'm assuming because the sys tray icon was missing).

After checking the offending file with Windows Defender and VirusTotal (both came up clean), I quarantined it nevertheless and moved on to trying to get the system tray icon back. No luck with that, so I then decided to check for MWB updates. I have updates set to automatic, so I was surprised to see that an update was available and hadn't been installed.

The update downloaded and began the install, but then the install hung. After some time, perhaps 30 minutes or so, I decided to end the stalled install process. Task Manager showed that the MWB app was still running, of course, and using just 5->8% CPU usage, while the two MWB processes (MWB Component Update and MWB Service) were both hung at 0% CPU usage. I could close one of the two processes, can't remember which one, but the other process wouldn't let me close it because it was still being used (or something to that effect). So I ignored that and closed the MWB app and MWB and the stalled update were gone.

Then I tried to restart MWB from the desktop icon, but it wouldn't start, so I did a cold boot to see if that would help, but no luck. MWB still won't start, even though I can see the main MWB running under processes (but not under apps) in task manager, as well as the MWB service and the MWB Component Update service. I'm guessing that MWB won't start because of the stalled update??

So I did some research on the MWB forum, downloaded and ran the support app to gather the logs together in a zip as you requested. The zip is attached to this.

I'm not sure what you can see in the logs, so just in case:

-- Windows Defender is the registered AV
-- I've excluded the MWB folders and files in Windows Defender as per your instructions (Malwarebytes for Windows antivirus exclusions list – Malwarebytes Support https://tinyurl.com/ye77ron6) except for the two mbamservice.exe hosts.
-- Windows version: Windows 10 Pro for Workstations build 19042.928; Intel(R) Xeon(R) E-2124G CPU @ 3.40GHz; 24 GB ram

Thanks for any help...

Tashe

mbst-grab-results.zip

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  • Root Admin
Posted (edited)

This was a False Positive and should be fixed within about an hour or so.

Restart your computer and do the following.

 

Please restore the file back and let us know if you continue to have issues.

If Malwarebytes is not loading please reinstall

https://downloads.malwarebytes.com/file/mb-windows

 

Edited by AdvancedSetup
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First of all, thanks for your help yesterday. I followed your instructions for the mb-support app and did a clean uninstall/reinstall and now things are working fine once again. However, during the cleaning process it appears that the quarantined file I mentioned, and that you referenced, has disappeared. It's not present in the C:\ProgramData\Malwarebytes\MBAMService\Quarantine folder nor in the list of quarantined files in the MWB app. I searched the entire C drive for "BrCcLaru.dll" and came up empty. I suppose it could be still hanging around somewhere but not showing up in the search results because it's tagged as quarantined. If I get stuck I can always download the Brother Control Center again and extract BrCcLaru.dll (assuming the install app is packaged to allow me to do that). Or just reinstall the whole thing.

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1 minute ago, Tashe said:

did a clean uninstall/reinstall and now things are working fine once again. However, during the cleaning process it appears that the quarantined file I mentioned, and that you referenced, has disappeared.

That is what the tool does.

2 minutes ago, Tashe said:

If I get stuck I can always download the Brother Control Center again and extract BrCcLaru.dll (assuming the install app is packaged to allow me to do that). Or just reinstall the whole thing.

That is going to be needed.

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Thanks for replying!

7-Zip can't open the Brother ControlCenter install exe-- it's a bona fide exe. What I did was to contact Brother tech support, told them what happened, and asked if they could send me a copy of "BrCcLaru.dll". By the next morning they'd sent me the dll, I put it back in place, and everything seems to be OK. 

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