We were unable to create mbst-grab-results.zip

[bullyellis]

Hello my Malware bytes premium will not open in windows 10.  The icon in the lower right appears, but the interface itself will not.  I have tried reinstalling it and the repair tool, but that does not work.  It just uninstalls and reinstalls it and then is unable to open.

I tried running the gather logs portion of the repair tool but it ends with "We were unable to create mbst-grab-results.zip, please notify Malwarebytes support".

 

I am using Windows Enterprise Version 20H2 (OS Build 19042.1466).

Any ideas how I can get you those logs ?  Can I zip them manually ?

 

 

[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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If you are having licensing issues, please do the following: 

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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

[bullyellis]

I found this file in the temp folder C:\Users\bull\AppData\Local\Temp\mwb6D36.tmp\mbst-grab-results.zip - I believe it is the logs.

 

 

mbst-grab-results.zip

[Porthos]

3 hours ago, bullyellis said:

I believe it is the logs.

Please do the following Uninstall and reinstall using the Malwarebytes Support Tool

Please close all browsers and programs before running the tool. Right click and quit MB from the system tray also.

Once done it will attempt to reinstall both Malwarebytes and Privacy VPN.

Please say no and close the X button on the top right for Privacy.

[AdvancedSetup]

Hello @bullyellis

Please post a status update letting us know if this corrected your issue or if you still need further assistance when you have a moment.

Thank you

 

[bullyellis]

OK I closed all browsers, quit the icon in the lower right, and ran a clean.  When it asked if I wanted to reinstall I said no.

I was then able to run the log gatherer.  Attached are the results.  I have NOT attempted to reinstall yet.  I am pretty sure it will just put me back to the beginning.

mbst-grab-results.zip

[AdvancedSetup]

Hello @bullyellis

Is this a Business Computer joined to a Domain?

The reason I ask is that the Enterprise version is not for sale to consumers as it requires a secondary License Server to activate against typically every 90 days.

If someone sold you this version for home use then it's possibly running some crack or pirated version to keep it activated. You might want to contact the seller if this is not a business computer and seek a refund.

2022-01-24 shows as the installation date but that may not be accurate.

 

 

Assuming this is a business computer and you want to continue to clean, fix it please do the following

Please go into Control Panel, Programs, Programs and Features and uninstall the following

 

Bonjour
CCleaner (computer experts no longer recommend this program)
Java SE Development Kit 7 Update 55
Java SE Development Kit 7 Update 80
Java SE Development Kit 8 Update 101
Java SE Development Kit 8 Update 121

 

Are you sure you don't have Private Internet Access or some other Proxy, Caching, or VPN running?

 

The logs indicate that even Windows Defender is or was having issues updating.

Error: (01/31/2022 05:37:35 PM) (Source: Microsoft-Windows-WindowsUpdateClient) (EventID: 20) (User: NT AUTHORITY)
Description: Installation Failure: Windows failed to install the following update with error 0x8024001e: Security Intelligence Update for Microsoft Defender Antivirus - KB2267602 (Version 1.355.2814.0).

 

Your DNS Servers: 192.168.1.194 - 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

 

 

Please double-check and verify these MS Edge extensions are valid and current. The Farbar program may possibly be reading them wrong is all.

Edge Extension: (No Name) -> AutoFormFill_5ED10D46BD7E47DEB1F3685D2C0FCE08 => C:\Windows\SystemApps\Microsoft.MicrosoftEdge_8wekyb3d8bbwe\Assets\HostExtensions\AutoFormFill [not found]
Edge Extension: (No Name) -> BookReader_B171F20233094AC88D05A8EF7B9763E8 => C:\Windows\SystemApps\Microsoft.MicrosoftEdge_8wekyb3d8bbwe\Assets\BookViewer [not found]
Edge Extension: (No Name) -> hdokiejnpimakedhajhdlcegeplioahd_LastPassLastPassFreePasswordManager_qq0fmhteeht3j => C:\Program Files\WindowsApps\LastPass.LastPassFreePasswordManager_4.50.1.0_neutral__qq0fmhteeht3j [not found]
Edge Extension: (No Name) -> LearningTools_7706F933-971C-41D1-9899-8A026EB5D824 => C:\Windows\SystemApps\Microsoft.MicrosoftEdge_8wekyb3d8bbwe\Assets\HostExtensions\LearningTools [not found]
Edge Extension: (No Name) -> PinJSAPI_EC01B57063BE468FAB6DB7EBFC3BF368 => C:\Windows\SystemApps\Microsoft.MicrosoftEdge_8wekyb3d8bbwe\Assets\HostExtensions\PinJSAPI [not found]

 

 

 

CHR Notifications: Default -> hxxps://meet.google.com; hxxps://postmates.com

Are you sure you want this enabled or allowed? Push Notifications on your browser appear to be enabled.

https://blog.malwarebytes.com/security-world/technology/2019/01/browser-push-notifications-feature-asking-abused/

Turn notifications on or off - Google Chrome

Web Push notifications in Firefox

 

 

 

Please read all of the following including the NOTES, and when ready run the following 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

 

[bullyellis]

It is a legit install.  Thank you sir.  This resolved my issue.

Yes, I was using a custom DNS server - pi hole.  That may have been the root of all this.

Either way I ran your steps and script and everything is working well now !

Should I be running Windows defender and MBAM or just MBAM ?

[AdvancedSetup]

It's up to you, but many users do run both Windows Defender and Malwarebytes together. It's built-in and low on resource usage so many figure why not use it.

Please post back the FIXLOG.txt file.

 

SecurityCheck by glax24              

I would like you to run a tool named SecurityCheck to inquire about the current security update status of some applications.

• Download SecurityCheck by glax24: https://tools.safezone.cc/glax24/SecurityCheck/SecurityCheck.exe
• If Microsoft SmartScreen blocks the download, click through to save the file
• This tool is safe.   Smartscreen is overly sensitive.
• If SmartScreen blocks the file from running click on More info and Run anyway
• Right-click  with your mouse on the Securitycheck.exe  and select "Run as administrator"  and reply YES to allow to run & go forward
• Wait for the scan to finish. It will open a text file named SecurityCheck.txt Close the file.  Attach it with your next reply.
• You can find this file in a folder called SecurityCheck, C:\SecurityCheck\SecurityCheck.txt

 

 

Thank you

 

 

Edited February 1, 2022 by AdvancedSetup
Updated information

[bullyellis]

Hello below are both the logs.

Fixlog.txt SecurityCheck.txt

[AdvancedSetup]

Thank you for the logs @bullyellis

The following shows in the logs which is a good thing.

Windows Resource Protection found corrupt files and successfully repaired them.

 

Please Uninstall, Update, or otherwise address the following as appropriate for your system

The elevation prompt for administrators disabled
^It is recommended to enable (default): Win+R typing UserAccountControlSettings and Enter^

 

--------------------------- [ OtherUtilities ] ----------------------------

Git version 2.9.2 v.2.9.2 Warning! Download Update

Microsoft 365 Apps for enterprise - en-us v.16.0.14326.20738 Warning! Download Update
How Install Office updates?

VMware Workstation v.15.5.2 Warning! Download Update

PuTTY release 0.74 (64-bit) v.0.74.0.0 Warning! Download Update

Microsoft Silverlight v.5.1.50709.0 Warning! This software is no longer supported.

Oracle VM VirtualBox 6.1.30 v.6.1.30 Warning! Download Update

NVIDIA GeForce Experience 3.23.0.74 v.3.23.0.74 Warning! Download Update

calibre 64bit v.5.29.0 Warning! Download Update

Microsoft Visual Studio Code v.1.62.3 Warning! Download Update

FileZilla Client 3.22.1 v.3.22.1 Warning! Download Update

Notepad++ (32-bit x86) v.8.1.9.3 Warning! Download Update

TeamViewer v.15.25.8 Warning! Download Update

WinSCP 5.9.2 v.5.9.2 Warning! Download Update

Python Tools 2.2.6 for Visual Studio 2015 v.2.2.50113.00 Warning! Download Update

Node.js v.0.12.2 Warning! Download Update

 

------------------------------ [ ArchAndFM ] ------------------------------

7-Zip 16.04 (x64) v.16.04 Warning! This software is no longer supported. Uninstall old version, download and install new one.

------------------------------- [ Imaging ] -------------------------------

paint.net v.4.3.4 Warning! Download Update

-------------------------- [ IMAndCollaborate ] ---------------------------

Discord v.0.0.309 Warning! Download Update

Microsoft Teams v.1.3.00.362 Warning! Download Update

Zoom v.5.5.4 (13142.0301) Warning! Download Update

Skype version 8.56 v.8.56 Warning! Download Update

--------------------------------- [ P2P ] ---------------------------------

qBittorrent 4.3.6 v.4.3.6 Warning! Download Update

-------------------------------- [ Media ] --------------------------------

VLC media player v.3.0.14 Warning! Download Update

Audacity 2.1.2 v.2.1.2 Warning! Download Update

--------------------------- [ AdobeProduction ] ---------------------------

Adobe AIR v.23.0.0.257 Warning! Download Update

Adobe Shockwave Player 12.2 v.12.2.5.195 Warning! This software is no longer supported. Please uninstall it.

swMSM v.12.0.0.1 Warning! This software is no longer supported. Please uninstall it.

------------------------------- [ Browser ] -------------------------------

Mozilla Firefox (x64 en-US) v.96.0 Warning! Download Update

 

Once all of the above has been completed please click on Start / Search and type in "Check for updates" and install any updates Windows Update finds.

 

 

Then go ahead and reinstall Malwarebytes, activate it, and check for updates from the General tab under Settings.

 

MB4 Offline Installer
https://downloads.malwarebytes.com/file/mb4_offline

 

Let me know once everything has been completed.

 

[bullyellis]

I was able to install it, you can close this thread.  I will try to update the software when I can.

[AdvancedSetup]

Let's go ahead and do some clean-up work and remove the tools and logs we've run then. I'll go ahead and close your topic per your request @bullyellis

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

 

[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