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unable to contact license server and was told to move here.

JuJuU

By JuJuU
in Resolved Malware Removal Logs

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AdvancedSetup

AdvancedSetup

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  • Root Admin
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Okay, please try the following

 

Can you please do the following?

  • Download the Malwarebytes Support Tool
  • In your Downloads folder, open the mb-support-x.x.x.xxx.exe file
  • In the User Account Control pop-up window, click Yes to continue the installation
  • Run the MBST Support Tool
  • In the left navigation pane of the Malwarebytes Support Tool, click Advanced
  • In the Advanced Options, click the CLEAN button and follow the onscreen instructions to reinstall Malwarebytes
  • NOTE: Please have patience as it can take a while to remove and reinstall. The computer will restart to complete

After the restart please do the following

  • Run the MBST Support Tool
  • In the left navigation pane of the Malwarebytes Support Tool, click Advanced
  • In the Advanced Options, click Gather Logs. A status diagram displays the tool is Getting logs from your machine
  • A zip file named mbst-grab-results.zip will be saved to your desktop, please upload that file on your next reply

Thank you

 

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AdvancedSetup

AdvancedSetup

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The logs show that your DNS server has not been changed.

Your current settings:
DNS Servers: 75.75.75.75 - 75.75.76.76

 

 

Please review the following article and see if that helps you to change the setting.

How to Change Your Default DNS to Google DNS for Fast Internet Speeds
https://www.techworm.net/2016/08/change-default-dns-google-dns-fast-internet-speeds.html

 

You could also try this one if  you want

How to Use OpenDNS on Your Router, PC, Tablet, or Smartphone
https://www.howtogeek.com/201312/how-to-use-opendns-on-your-router-pc-tablet-or-smartphone/

 

Thanks

 

Edited by AdvancedSetup
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JuJuU

JuJuU

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18 minutes ago, AdvancedSetup said:

The logs show that your DNS server has not been changed.

Your current settings:
DNS Servers: 75.75.75.75 - 75.75.76.76

 

 

Please review the following article and see if that helps you to change the setting.

How to Change Your Default DNS to Google DNS for Fast Internet Speeds
https://www.techworm.net/2016/08/change-default-dns-google-dns-fast-internet-speeds.html

 

You could also try this one if  you want

How to Use OpenDNS on Your Router, PC, Tablet, or Smartphone
https://www.howtogeek.com/201312/how-to-use-opendns-on-your-router-pc-tablet-or-smartphone/

 

Thanks

 

still nothing

mbst-grab-results.zip

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AdvancedSetup

AdvancedSetup

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Okay, let's try a generic clean up of the system. The logs show that there is a general network failure when it's trying to complete the activation

 

 

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 FRST64, and fixlist.txt are in the same location or the fix will not work.

Please make sure you disable any real time antivirus or security software before running this script. Once completed make sure you re-enable it.

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 use of an external password manager is highly recommended instead of using your browser to store passwords.

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.

The system will be rebooted after the fix has run.

fixlist.txt

Thanks

 

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AdvancedSetup

AdvancedSetup

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Thank you for the log. That looks good. The system was able to find and repair some corruption

Windows Resource Protection found corrupt files and successfully repaired them.

 

Let me have you run the following new Fix which will check to make sure you have access to the servers needed

For licensing and updates, mbamservice.exe needs to reach out to the following hosts:

    keystone.mwbsys.com
    sirius.mwbsys.com

 

Please save the attached FIXLIST.TXT file as before to the same location as before: C:\Users\jorde\Downloads

You also appear to have the program here:  C:\Users\jorde\Downloads\FRSTEnglish.exe

Then run the Farbar program and click on the Fix button

fixlist.txt

Then find and post back the new FIXLOG.TXT file

Thank you @JuJuU

 

 

Edited by AdvancedSetup
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JuJuU

JuJuU

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24 minutes ago, AdvancedSetup said:

Thank you for the log. That looks good. The system was able to find and repair some corruption

Windows Resource Protection found corrupt files and successfully repaired them.

 

Let me have you run the following new Fix which will check to make sure you have access to the servers needed

For licensing and updates, mbamservice.exe needs to reach out to the following hosts:

    keystone.mwbsys.com
    sirius.mwbsys.com

 

Please save the attached FIXLIST.TXT file as before to the same location as before: C:\Users\jorde\Downloads

You also appear to have the program here:  C:\Users\jorde\Downloads\FRSTEnglish.exe

Then run the Farbar program and click on the Fix button

fixlist.txt 144 B · 1 download

Then find and post back the new FIXLOG.TXT file

Thank you @JuJuU

 

 

I

Fixlog.txt

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JuJuU

JuJuU

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2 minutes ago, AdvancedSetup said:

Okay, that indicates the computer currently is talking to our servers. Please go ahead and open Malwarebytes and see if you now activate the program and/or get updates and let me know.

 

When i open the program I get the same message.

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AdvancedSetup

AdvancedSetup

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Okay, please run the MBST tool one more time and gather new logs. Let me see what the license server is saying now

 

 

To begin, please do the following so that we may take a closer look at your installation for troubleshooting:

NOTE: The tools and the information obtained are safe and not harmful to your privacy or your computer, please allow the programs to run if blocked by your system.

  • Download the Malwarebytes Support Tool
  • In your Downloads folder, open the mb-support-x.x.x.xxx.exe file
  • In the User Account Control pop-up window, click Yes to continue the installation
  • Run the MBST Support Tool
  • In the left navigation pane of the Malwarebytes Support Tool, click Advanced
  • In the Advanced Options, click Gather Logs. A status diagram displays the tool is Getting logs from your machine
  • A zip file named mbst-grab-results.zip will be saved to your desktop, please upload that file on your next reply

Thank you

 

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JuJuU

JuJuU

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1 hour ago, AdvancedSetup said:

Okay, please run the MBST tool one more time and gather new logs. Let me see what the license server is saying now

 

 

To begin, please do the following so that we may take a closer look at your installation for troubleshooting:

NOTE: The tools and the information obtained are safe and not harmful to your privacy or your computer, please allow the programs to run if blocked by your system.

  • Download the Malwarebytes Support Tool
  • In your Downloads folder, open the mb-support-x.x.x.xxx.exe file
  • In the User Account Control pop-up window, click Yes to continue the installation
  • Run the MBST Support Tool
  • In the left navigation pane of the Malwarebytes Support Tool, click Advanced
  • In the Advanced Options, click Gather Logs. A status diagram displays the tool is Getting logs from your machine
  • A zip file named mbst-grab-results.zip will be saved to your desktop, please upload that file on your next reply

Thank you

 

 

mbst-grab-results.zip

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JuJuU

JuJuU

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15 hours ago, AdvancedSetup said:

Please disconnect from MB Privacy and try to connect with Malwarebytes again and let me know if that works.

 

It didnt change anything, i completely stopped it from startup and restarted and the process wasn't active and still didn't connect to the server.

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AdvancedSetup

AdvancedSetup

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Let me have you run the following, please. We'll temporarily uninstall all of Malwarebytes products. Then do some scans and tests, something is still blocking access to our systems. Both Privacy and Malwarebytes 4 show in the logs trouble accessing our servers.

 

Can you please do the following?

  • Download the Malwarebytes Support Tool
  • In your Downloads folder, open the mb-support-x.x.x.xxx.exe file
  • In the User Account Control pop-up window, click Yes to continue the installation
  • Run the MBST Support Tool
  • In the left navigation pane of the Malwarebytes Support Tool, click Advanced
  • In the Advanced Options, click the CLEAN button and follow the onscreen instructions to remove Malwarebytes but DO NOT agree or allow it to reinstall Malwarebytes at this time.
  • NOTE: Please have patience as it can take a while to remove. The computer will restart to complete

 

After the restart please do the following

Please download and run the following Kaspersky antivirus scanner and remove any found threats

Kaspersky Virus Removal Tool

Let me know if it finds anything or not

 

Then restart the computer one more time and get me the following logs.

 

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

Note: You need to run the version compatible with your system.
You can check here if you're not sure if your computer is 32-bit or 64-bit

  • Double-click to run it. When the tool opens click Yes to disclaimer.
  • Press the Scan button.
  • It will make a log (FRST.txt) in the same directory the tool is run. Please attach it to your reply.
  • The first time the tool is run, it also makes another log (Addition.txt). Please attach it to your reply as well.

Thank you @JuJuU

 

 

 

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AdvancedSetup

AdvancedSetup

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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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