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Error message/banner appears on Win10 in connection with Malwarebytes


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Hi,

Can anyone help with this please?

I have MWB on three Win10 PCs. On one, I keep getting an error pop-up message that appears in the middle of my screen (a banner of

about 4"x3").

It's headed "mbam.exe - bad image" and starts "C://windows/system32/pnrpnsp.dll is not designed to run on Windows or it contains an error..."

It appears when I click on MWB to run, but also at other times.  It usually takes about 10-15 clicks (and often more) on the 'X' in the RH corner to make it go. Very annoying!

Can anyone advise what is causing it and how (in very simple terms if possible!) I can stop it from keep appearing?

Thanks

David

 

 

 

 

 

 

 

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  • 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.

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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

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4 minutes ago, davidkent said:

Can anyone advise what is causing it and how (in very simple terms if possible!) I can stop it from keep appearing?

I'm sorry the software isn't working properly but we'll do our best to help.

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 is 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

Thanks

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Hello and Welcome
 
We need to get information from your computer in order to have the proper details to help you going 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.
    
    
    Once the file is downloaded, open your Downloads folder/location of the downloaded file
    Double-click mb-support xxx.xx.exe to run the report
        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
    You will be presented with a page stating, "Get Started!"
    Do NOT use the button “Start repair” !
    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
   
    Upon completion, a file named mbst-grab-results.zip will be saved to your Desktop. Click OK
    Please attach the ZIP file in your next reply.
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The reply above says "please upload that file on your next reply", so how do I actually send you the file?  Do I upload it here - on a public forum?  I logged into my own account but this only has 'Knowledgebase' and 'Ask the Forums' - the email for MWB support is missing.

Incidentally,  when it was running the "Run FRST" stage, the error message I reported above, kept appearing on my screen (with its title amended), i.e,

"Farbar Recovery Scan Tool (x54)
C:\WINDOWS\System32\drprov.dll is either not designed to run on Windows or it contains an error..."

Clearly, running MWB or anything related to it, produces this message which keeps appearing and keeps having to be clicked numerous times before it disappears (only to subsequntly reappear).

David

 

 

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Thanks for the replies

(1)I will try the System File Checker & Deployment Image Servicing and Management to see if this resolves the matter.

(2)"If you are trying to start Malwarebytes and you receive an error message that the resource is already". The error message shown doesn't  say that.

(3)So do I send the mbst-grab-results.zip file generated (previous replies refer)? And if so, what is the email I have to send it to please?

 

Thanks

David

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I ran
   SFC /SCANNOW
and it reported errors so I ran
   DISM.exe /Online /Cleanup-image /Restorehealth
This stalled at 64.3% for a long while but then continued and reported the process had been successful.
(I had also reinstalled MWB with a fresh copy from the MWB website in case any of its files had become corrupted.)


Much to my relief, the error message did not appear even when I clicked on the MWB desktop icon (which always triggers the error message!)
However, my joy was short-lived as shortly after this, the message did appear and on this occasion was headed
"mbam.exe - bad image"
The message is annoying but what exacerbates the situation is that it needs to be clicked about 10-15 times before it disappears (only to appear some time later.)

* I am still wondering if I need to send the mbst-grab-results.zip file generated (previous replies refer)? And if so, to what email should I send it please?

Any other suggestions regarding this annoying situation would be appreciated.

Thanks

David

 

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I started to do as you listed but on clicking the download as administrator, a blue banner apperared (which I've never had/seen before) saying:

"This app can't run on your PC

To find a version for your PC, check with the software publisher"

My PC (bought new two years ago) runs Windows 10 and is updated every week.

What now please?

 

(Also, on clicking the MWB program (which does work), the error message I reported, appeared and needed about 15 clicks to  finally disappear)

 

 

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  • Root Admin

Please see the following topic on how to disable Windows Smart Screen @davidkent

https://www.maketecheasier.com/disable-smartscreen-filter-windows10/

See the following topic on how to turn off Windows Defender

https://support.microsoft.com/en-us/windows/turn-off-defender-antivirus-protection-in-windows-security-99e6004f-c54c-8509-773c-a4d776b77960

 

Bottom line is unless you get one of these rootkit scanners to run you're going to end up having to format the drive and reinstall Windows or take it to a Computer repair shop and pay someone to fix it.

When these other tools won't run that's a pretty good sign the computer is either infected or is severely misconfigured

 

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  • 2 months later...
  • Root Admin

Glad we could help.

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

Please review the following for Tips to help protect from infection

Thank you

 

 

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