microsoft safety scanner errors any help?

[Frankkus22]

microsoft safety scanner found 3 infected files after the scan it didnt detect so i went to the msert.log and i found

No infection found.

Failed to submit clean hearbeat MAPS report: 0x80072EE7

Microsoft Safety Scanner Finished On Thu Jan 13 22:09:30 2022

 

No infection found.

Failed to submit MAPS report: 0x80072EE7

Failed to submit clean hearbeat MAPS report: 0x80072EE7

Microsoft Safety Scanner Finished On Wed Jan 19 19:59:43 2022

so any way of fixing this i tried rescanning my pc with microsoft safety scanner again and i got the same result

[Maurice Naggar]

Hello  

Just so it is clear, about what you "saw" on intermediate displays of the Microsoft Safety Scanner,  I would like you to review the remarks by AndyDavid about all that on this Microsoft community venue https://docs.microsoft.com/en-us/answers/questions/326108/mar-1721-msert-detects-items-during-scan-but-at-en.html

Also, the post by EricYin of Microsoft  ( just below that section)
 

Quote

if nothing reported in %SYSTEMROOT%\debug\msert.log, that means no infections

It is unfortunate that the Safety Scanner has intermediary onscreen displays that can be confusing.  However, when the log itself says 

No infection found

that is the finding that one goes by.  IF it had really found malicious threats, it would have removed them AND you would not have the "no infection" entry in the log.

[Maurice Naggar]

Part 2.

Is it the case that this pc only has Microsoft Defender antivirus ?  That it does not have installed Norton, McAfee, Avast, or Kapersky or some other 3rd-party brand name antivirus ?

IF you have not done a thorough scan with Microsoft Defender antivirus ....then  

Next step # 1

Do a Windows RESTART.      Select Start and then select Power > then select RESTART.

Next step # 2

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

Next step # 3

Just want to do a visual check in Windows Security to see (visually) that Microsoft Defender is on .  And do a Update run & do a Custom scan on the C drive.

• From the Windows Start menu, select Settings, then select Update and Security.
• Next, look at the left-side menu & select Windows Security
• Next, In Windows Security section: Click on the grey button Open Windows Security
• Now, click on the shield Virus and threat protection
• Look to see that Microsoft Defender is shown & available for use.
• On the next display, look at all the options.  Look down the list and see "Check for Updates" .
• You should click on that to have the system check for updates for Windows Defender.  Watch & wait for that to complete.
• Please also note that the Scan options (all) can be displayed by clicking on Scan options.
• I would like you to select CUSTOM scan from scan options
• Then select the C drive
• Then have it scan the whole C drive.

[Frankkus22]

oh but when i scan again it finds 2 infected files and it isnt malware but when i scan again without downloading anything it says there is 3 infections but they are not malware

i went to c:\windows\debug\msert.log and it says

No infection found.

Failed to submit clean hearbeat MAPS report: 0x80072EE7

Microsoft Safety Scanner Finished On Thu Jan 13 22:09:30 2022

and it also says

No infection found.

Failed to submit MAPS report: 0x80072EE7

Failed to submit clean hearbeat MAPS report: 0x80072EE7

Microsoft Safety Scanner Finished On Wed Jan 19 19:59:43 2022

then i wake up tommorow and i see 3 infections without downloading anything

also i only have avg anti virus installed and windows defender didnt find malware

[Maurice Naggar]

IF those "infected" message were ON the screen display .....Disregard those.   Again what counts is only what is in the msert.log

So your machine has AVG as the installed antivirus.

But back to the Safety Scanner from Microsoft ...I honestly keep advising people to NOT watch the on-screen display.

AVG you say has reported a clean result.  The Safety Scanner too says NO infection.

Edited January 19, 2022 by Maurice Naggar

[Maurice Naggar]

Hello. Let me suggest 1 scan with Malwarebytes for Windows + 1 scan with Malwarebytes Adwcleaner.

STEP 01

• If you already have Malwarebytes installed then open Malwarebytes and click on the Scan button. It will automatically check for updates and run a Threat Scan.
• If you don't have Malwarebytes installed yet please download it from here and install it.
• Once installed then open Malwarebytes and select Scan and let it run.
• Once the scan is completed make sure you have it quarantine any detections it finds.
• If no detections were found click on the Save results drop-down, then the Export to TXT  button, and save the file as a Text file to your desktop or other location you can find and attach that log on your next reply.
• If there were detections then once the quarantine has completed click on the View report button, Then click the Export drop-down, then the Export to TXT  button, and save the file as a Text file to your desktop or other location you can find and attach that log on your next reply.
• If the computer restarted to quarantine you can access the logs from the Detection History, then the History tab. Highlight the most recent scan and double-click to open it. Then click the Export drop-down, then the Export to TXT  button, and save the file as a Text file to your desktop or other location you can find and attach that log on your next reply.
• If Malwarebytes won't run then please skip to the next step and let me know in your next reply that the scanner would not run.

STEP 02

Please download AdwCleaner by Malwarebytes and save the file to your Desktop.

• Double-click to run the program
• Accept the End User License Agreement.
• Wait until the database is updated.
• Click Scan Now.
• When finished, if items are found please click Quarantine.
• Your PC should reboot now if any items were found.
• After reboot, a log file will be opened. Attach or Copy its content into your next reply.

Edited January 20, 2022 by AdvancedSetup
Corrected font issue

[Maurice Naggar]

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Tips to help protect from infection

Thanks