Malwarebytes and Support Tool Flagged as Viruses (Cannot download/install)

[FLY1NGSQU1RR3L]

Not sure when it happened, but Malwarebytes is no longer running on my PC.

1. Launching it generates an error with MBAM.

2. Attempting to download a new version gets flagged as a virus by my browser.

3. Attempting to uninstall the existing version generates a bunch of missing .DLL errors.

Feels like something managed to sneak in here and nuke MB.  Defender and Norton Power Eraser both say everything is fine.

[Malwarebytes]

***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:

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Spoiler

 

 

 

 

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

[Porthos]

18 minutes ago, FLY1NGSQU1RR3L said:

Feels like something managed to sneak in here and nuke MB.  Defender and Norton Power Eraser both say everything is fine.

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

[AdvancedSetup]

Please try a different browser to see if you can download @FLY1NGSQU1RR3L

 

[FLY1NGSQU1RR3L]

I have the following browsers installed:

Edge (Chromium)
Chrome
Firefox
Brave
Opera
Opera GX

Every single one of them flags the Malwarebytes download as a virus.  Please advise or I will have to unsubscribe.

 

[FLY1NGSQU1RR3L]

Your support tool won't download either.

[FLY1NGSQU1RR3L]

@Porthos

 - Didn't see anything in the FARBAR scan.  Attached :)

FRST.txt Addition.txt

[FLY1NGSQU1RR3L]

@AdvancedSetup

I find this very disturbing.  I have two subscriptions and I cannot cancel auto-billing for either.  Shady AF.

[Porthos]

8 minutes ago, FLY1NGSQU1RR3L said:

I have two subscriptions and I cannot cancel auto-billing for either.  Shady AF.

 

 

36 minutes ago, FLY1NGSQU1RR3L said:

Every single one of them flags the Malwarebytes download as a virus.  Please advise or I will have to unsubscribe.

Quote

Palo Alto Networks) C:\Program Files\WindowsApps\PaloAltoNetworks.GlobalProtect_5.2.8005.0_x64__rn9aeerfb38dg\GpVpnApp.exe

You seem to have some other security/VPN on this computer. Seems to be blocking the MB server.

Is this a personal computer or a business computer?

 

[AdvancedSetup]

This is an infection. @FLY1NGSQU1RR3L

Please run the following to detect and remove

You should be able to open Windows Defender on your system and have it scan for and remove this. If that does not work then do the following please.

 

 

Microsoft Safety Scanner

Please make sure you Exit out of any other program you might have open so that the sole task is to run the following scan.   
That goes especially for web browsers, make sure all are fully exited out of and messenger programs are exited and closed as well
 

STEP 1

Please set File Explorer to SHOW ALL folders, all files, including hidden ones.  Use OPTION ONE or TWO of this article

https://www.tenforums.com/tutorials/7078-turn-off-show-all-folders-windows-10-navigation-pane.html

STEP 2

I suggest a new scan for viruses & other malware. This may take several hours, depending on the number of files on the system and the speed of the computer.

The Microsoft Safety Scanner is a free Microsoft stand-alone virus scanner that can be used to scan for & remove malware or potentially unwanted software from a system. 

The download links & the how-to-run-the tool are at this link at Microsoft 

https://docs.microsoft.com/en-us/windows/security/threat-protection/intelligence/safety-scanner-download

 

Look on the Scan Options & select the FULL scan.

Then start the scan. Have lots of patience. It may take several hours.

• Once you see it has started, take a long long break;  walk away.  Do not pay credence if you see some intermediate early flash messages on the screen display.  The only things that count are the End result at the end of the run.
• The scan will take several hours.  Leave it alone. It will remove any other remaining threats as it goes along.  Take a very long break, do your normal personal errands .....just do not use the computer during this scan.

This is likely to run for many hours as previously mentioned  ( depending on the number of files on your machine & the speed of the hardware.)

The log is named MSERT.log  and the log will be at C:\Windows\debug\msert.log

Please attach that log with your next reply.

Thank you

 

 

Edited November 22, 2021 by AdvancedSetup
Updated information

[AdvancedSetup]

Once you've had Microsoft Defender remove this then review the following.

 

I would highly recommend that you uninstall the following which is a very noisy network discovery protocol from Apple that is not needed on Windows.

• Bonjour

 

Current DNS Servers: 192.168.1.1

 

Please consider changing your default DNS Server settings. Please choose one provider only

DNS is what lets users connect to websites using domain names instead of IP addresses

• Google Public DNS: IPv4   8.8.8.8 and 8.8.4.4   IPv6   2001:4860:4860::8888 and 2001:4860:4860::8844
• Cloudflare: IPv4   1.1.1.1 and 1.0.0.1   IPv6   2606:4700:4700::1111 and 2606:4700:4700::1001
• OpenDNS: IPv4   208.67.222.222 and 208.67.220.220  IPv6  2620:119:35::35 and 2620:119:53::53
• DNSWATCH: IPv4   84.200.69.80 and 84.200.70.40   IPv6  2001:1608:10:25::1c04:b12f and 2001:1608:10:25::9249:d69b

The Ultimate Guide to Changing Your DNS Server
https://www.howtogeek.com/167533/the-ultimate-guide-to-changing-your-dns-server/

Here is a YouTube video on Changing DNS settings if needed

 

 

 

It looks like you may have a faulty USB port or device or at least one to keep an eye on as it has had at least one recent fault.

==================== Faulty Device Manager Devices ============

Name: Unknown USB Device (Device Descriptor Request Failed)
Description: Unknown USB Device (Device Descriptor Request Failed)
Class Guid: {36fc9e60-c465-11cf-8056-444553540000}
Manufacturer: (Standard USB Host Controller)
Service:
Problem: : Windows has stopped this device because it has reported problems. (Code 43)
Resolution: One of the drivers controlling the device notified the operating system that the device failed in some manner. For more information about how to diagnose the problem, see the hardware documentation.

 

You also have a Gigabyte GCloud module that is faulting.

Application errors:
==================
Error: (11/21/2021 06:28:21 PM) (Source: Application Error) (EventID: 1000) (User: )
Description: Faulting application name: GCloud.exe, version: 1.0.0.0, time stamp: 0x584119b0
Faulting module name: KERNELBASE.dll, version: 10.0.19041.1348, time stamp: 0x9166324b
Exception code: 0xe0434352
Fault offset: 0x0012b502
Faulting process id: 0x5060
Faulting application start time: 0x01d7dccbcab3bb86
Faulting application path: C:\Program Files (x86)\GIGABYTE\GService\GCloud.exe
Faulting module path: C:\Windows\System32\KERNELBASE.dll
Report Id: e7de8e41-2f6b-4714-9099-99db44295e6e
Faulting package full name:
Faulting package-relative application ID:

Error: (11/21/2021 06:28:21 PM) (Source: .NET Runtime) (EventID: 1026) (User: )
Description: Application: GCloud.exe
Framework Version: v4.0.30319
Description: The process was terminated due to an unhandled exception.
Exception Info: System.Net.NetworkInformation.NetworkInformationException
   at System.Net.NetworkInformation.SystemIPv4InterfaceProperties.GetPerAdapterInfo(UInt32)
   at System.Net.NetworkInformation.SystemIPInterfaceProperties..ctor(System.Net.NetworkInformation.FixedInfo, System.Net.NetworkInformation.IpAdapterAddresses)
   at System.Net.NetworkInformation.SystemNetworkInterface..ctor(System.Net.NetworkInformation.FixedInfo, System.Net.NetworkInformation.IpAdapterAddresses)
   at System.Net.NetworkInformation.SystemNetworkInterface.GetNetworkInterfaces()
   at System.Net.NetworkInformation.NetworkInterface.GetAllNetworkInterfaces()
   at NETWORK_LIB.NAT.Scan_Local_Host_IP()
   at GCloud.GCloud.Check_IP_Status(System.Collections.Generic.List`1<System.String>)
   at GCloud.GCloud.Start_Mut()
   at System.Threading.ThreadHelper.ThreadStart_Context(System.Object)
   at System.Threading.ExecutionContext.RunInternal(System.Threading.ExecutionContext, System.Threading.ContextCallback, System.Object, Boolean)
   at System.Threading.ExecutionContext.Run(System.Threading.ExecutionContext, System.Threading.ContextCallback, System.Object, Boolean)
   at System.Threading.ExecutionContext.Run(System.Threading.ExecutionContext, System.Threading.ContextCallback, System.Object)
   at System.Threading.ThreadHelper.ThreadStart()

System errors:
=============
Error: (11/21/2021 06:28:24 PM) (Source: Service Control Manager) (EventID: 7034) (User: )
Description: The Gservice service terminated unexpectedly.  It has done this 1 time(s).

Error: (11/20/2021 01:05:10 AM) (Source: Service Control Manager) (EventID: 7031) (User: )
Description: The Microsoft Intune Management Extension service terminated unexpectedly.  It has done this 2 time(s).  The following corrective action will be taken in 60000 milliseconds: Restart the service.

Error: (11/19/2021 06:47:55 AM) (Source: Schannel) (EventID: 4103) (User: NT AUTHORITY)
Description: A fatal error occurred while creating a TLS client credential. The internal error state is 10013.

 

Let us know if you need any further assistance

Cheers

 

 

[AdvancedSetup]

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Tips to help protect from infection

Thanks