'an error has occurred and Malwarebytes will not install'

[Fields]

My Premium Malwarebytes program stopped working so I tried reloading it. It looked like it was loaded in the icon tray but when I tried to open it or run a scan - nothing. I do run Bitdefender but have ran them together for over 8 years without an issue. So I decided to start fresh and ran mbam-clean-2.0.2.0. The new copy of Malwarebytes downloaded fine and said it needed to restart, which it did automatically, not just once but multiple times until a message 'an error has occurred and Malwarebytes will not install' appeared.

Can you let me know how to resolve this issue. I have attached the FRST and Addition.txt as suggested by Malwarebytes Staff in this link.

Thanks.

FRST.txt Addition.txt

[AdvancedSetup]

Hello @Fields

Please go to Control Panel, Programs, Programs and Features and uninstall the following.

Bonjour
 

 

The Acronis Trueimage also has anti_ransomware protection which is currently faulting.

Application errors:
==================
Error: (01/24/2022 12:32:04 PM) (Source: Application Error) (EventID: 1000) (User: )
Description: Faulting application name: anti_ransomware_service.exe, version: 1.0.1237.0, time stamp: 0x5d3e725d
Faulting module name: anti_ransomware_service.exe, version: 1.0.1237.0, time stamp: 0x5d3e725d
Exception code: 0xc0000409
Fault offset: 0x004a7b8f
Faulting process ID: 0x24c8
Faulting application start time: 0x01d8111e64cf7d9e
Faulting application path: C:\Program Files (x86)\Common Files\Acronis\ActiveProtection\anti_ransomware_service.exe
Faulting module path: C:\Program Files (x86)\Common Files\Acronis\ActiveProtection\anti_ransomware_service.exe
Report ID: 0964d2ee-9089-4efc-b3a2-7d3d2222690f
Faulting package full name:
Faulting package-relative application ID:

System errors:
=============
Error: (01/24/2022 12:32:06 PM) (Source: Service Control Manager) (EventID: 7034) (User: )
Description: The Acronis Active Protection (TM) Service service terminated unexpectedly. It has done this 3 time(s).

 

You may need to setup exclusions between Bitdender and Malwarebytes as well as with Acronis Trueimage

https://support.malwarebytes.com/hc/en-us/articles/360038522974-Malwarebytes-for-Windows-antivirus-exclusions-list

https://support.malwarebytes.com/hc/en-us/articles/360038479234-Exclude-detections-in-Malwarebytes-for-Windows

 

 

 

Let me have you run the following fix.

Please temporarily disable real-time protection from Bitdefender or it may cause problems running this fix.

 

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.

NOTE-3: As part of this fix it will also reset the network to default settings including the firewall. If you have custom firewall rules you need to save please export or save them first before running this fix.

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

 

[Fields]

Hi,

Thanks, this has worked, and I can now load, and scan with, Malwarebytes Premium.

I checked Acronis Trueimage and its anti_ransomware protection tab stated it was off. However, when I tried to turn it ‘on’, I found the program didn’t respond, so I decided to uninstall it and reinstalled a fresh copy.

I then ran your script, and everything seems to be working well.

Now that I have Malwarebytes loaded, I’ll set up exclusions with Bitdefender and Acronis.

Thank you for your swift assistance.

Fixlog.txt

[AdvancedSetup]

You're quite welcome @Fields

 

Let's go ahead and do some clean-up work and remove the tools and logs we've run.

Please download KpRm by kernel-panik and save it to your desktop.

• right-click kprm_(version).exe and select Run as Administrator.
• Read and accept the disclaimer.
• When the tool opens, ensure all boxes under Actions are checked.
• Under Delete Quarantines select Delete Now, then click Run.
• Once complete, click OK.
• A log will open in Notepad titled kprm-(date).txt.
• Please attach that file to your next reply. (not compulsory)

 

1. Recommend using a Password Manager for all websites, etc. that require a password. Never use the same password on more than one site.
   https://www.howtogeek.com/240255/password-managers-compared-lastpass-vs-keepass-vs-dashlane-vs-1password/
2. Keep all software up to date - PatchMyPC - https://patchmypc.com/home-updater#download
3. Keep your Operating System up to date and current at all times - https://support.microsoft.com/en-us/windows/windows-update-faq-8a903416-6f45-0718-f5c7-375e92dddeb2
4. Install a content blocker for your browser. Malwarebytes Browser Guard (Free)
   Firefox: https://addons.mozilla.org/en-GB/firefox/addon/malwarebytes/  
   Chrome: https://chrome.google.com/webstore/detail/malwarebytes-browser-guar/ihcjicgdanjaechkgeegckofjjedodee 
5. Further tips to help protect your computer data and improve your privacy: https://forums.malwarebytes.com/topic/258363-tips-to-help-protect-from-infection/ 

 

Further reading if you like to keep up on the malware threat scene: Malwarebytes Blog  https://blog.malwarebytes.com/

Hopefully, we've been able to assist you with correcting your system issues.

Thank you for using Malwarebytes

 

[Fields]

Hi,

I ran KpRm from the desktop and have included the file.

I also downloaded PatchMyPC - very handy.

I'll look into the password managers and already use Malwarebytes Browser Guard for Firefox.

I've been using Malwarebytes since 2012, and this has been my first major issue. Thanks for a great product, customer service, and all your help.

kprm-20220126121339.txt

[AdvancedSetup]

Excellent, that log looks good @Fields

I'm very glad we were able to assist you in fixing things up and thank you for the kind words.

I will go ahead then and close your topic and wish you well.

Take care and stay safe out there and have a wonderful rest of your week.

Cheers

 

[AdvancedSetup]

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 to help you better protect your computer and privacy Tips to help protect from infection

Thank you