Malwarebytes Privacy VPN is not installed warning

[defianse]

I opted for the free trial of Privacy VPN last year and found another solution, so I uninstalled Privacy VPN, which has been fine until v4.5 of Malwarebytes was released. Now, every time there is a scan (daily!) I get this warning. The little 'info' popup indicated that Privacy VPN is included with my subscription which it really shouldn't be, and I have no code or key to enter. How do I get this to go away permanently? I have no need for this vpn solution, but I need to get MB to realise this :-) Help anyone?

Thx

Des

 

Edited April 2, 2022 by AdvancedSetup
Removed image with email address in the image

[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:

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2. Double-click mb-support-X.X.X.XXXX.exe to run the program
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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.
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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.
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Please contact our support team at https://support.malwarebytes.com/hc/en-us/requests/new to get help

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[Porthos]

2 minutes ago, defianse said:

Help anyone?

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

[defianse]

My apologies, I did not receive a notification on this. My fault again, too. I did receive a communication from MB support just over a week ago, and uploaded those results, but haven't heard from him since. I was advised to uninstall MalwareBytes and then reinstall it, which I did. I was also advised that if this notice appear again to simply click the [X] and it would be fixed, but that is not the case as the notice keeps popping up. Here's the attachment you requested, plus the VPN notice screenshot from today, as well. Much thx for assisting :-)

mbst-grab-results.zip

[Porthos]

18 minutes ago, defianse said:

I was also advised that if this notice appear again to simply click the [X] and it would be fixed, but that is not the case as the notice keeps popping up. Here's the attachment you requested, plus the VPN notice screenshot from today, as well. Much thx for assisting :-)

This is the X you need to click.

[defianse]

I did double check myself, but that is the X I've clicked several times. I will do this again. With a bit of luck, this time it will fix :-) Thank you very much for the quick response. I gather you didn't see anything untoward in the logs? If this is the case and that X is the answer, I suspect the problem is related to the brilliant new Windows 11 and the many bugs I experience in apps & stability since I installed it. Thank you again!

[Porthos]

2 hours ago, defianse said:

but that is the X I've clicked several times.

It should close the warning right away. Does it not?

2 hours ago, defianse said:

I gather you didn't see anything untoward in the logs?

I did not look hard at the logs. But I just looked a little deeper and see your are using an Insider version of Windows 11 which is not a good idea.

I honestly advise my clients to stay on 10 for a while and not upgrade.

I did see some errors and basic additional cleanup that @AdvancedSetup can assist you with if you wish.

You seem to of had a crash yesterday as well and there is a dmp file created.

 

[AdvancedSetup]

Please do the following

Go to Control Panel, Programs, Programs and Features and uninstall the following.

Bonjour
 

 

Your DNS Servers: 64.59.135.148 - 64.59.128.114

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

 

 

Something is going on that is causing an unstable network connection for you.

System errors:
=============
Error: (04/14/2022 11:37:42 AM) (Source: Service Control Manager) (EventID: 7009) (User: )
Description: A timeout was reached (30000 milliseconds) while waiting for the Intel(R) SUR QC Software Asset Manager service to connect.

Error: (04/14/2022 11:33:14 AM) (Source: Service Control Manager) (EventID: 7009) (User: )
Description: A timeout was reached (30000 milliseconds) while waiting for the Intel(R) SUR QC Software Asset Manager service to connect.

Error: (04/14/2022 11:22:39 AM) (Source: Microsoft-Windows-Eventlog) (EventID: 22) (User: NT AUTHORITY)
Description: The event logging service encountered an error while initializing publishing resources for channel Microsoft-RMS-MSIPC/Debug. If channel type is Analytic or Debug, then this could mean there was an error initializing logging resources as well.

Error: (04/14/2022 11:18:34 AM) (Source: Netwtw08) (EventID: 5002) (User: )
Description: Intel(R) Wireless-AC 9560 160MHz : Has determined that the network adapter is not functioning properly.
5002 - uCode SW error (SysAssert, NMI)

Error: (04/14/2022 11:18:34 AM) (Source: Netwtw08) (EventID: 5005) (User: )
Description: Intel(R) Wireless-AC 9560 160MHz : Has encountered an internal error and has failed.
5005 - Driver internal error

Error: (04/14/2022 10:44:19 AM) (Source: Netwtw08) (EventID: 5005) (User: )
Description: Intel(R) Wireless-AC 9560 160MHz : Has encountered an internal error and has failed.
5005 - Driver internal error

Error: (04/14/2022 10:44:19 AM) (Source: Netwtw08) (EventID: 5002) (User: )
Description: Intel(R) Wireless-AC 9560 160MHz : Has determined that the network adapter is not functioning properly.
5002 - uCode SW error (SysAssert, NMI)

Error: (04/14/2022 10:44:19 AM) (Source: Netwtw08) (EventID: 5005) (User: )
Description: Intel(R) Wireless-AC 9560 160MHz : Has encountered an internal error and has failed.
5005 - Driver internal error

 

 

Check with Asus and see if there are any BIOS or Network updates available for your computer

BIOS: American Megatrends Inc. UX533FD.306 10/16/2019
Motherboard: ASUSTeK COMPUTER INC. UX533FD

 

 

 

 

Please run the following fix. Once the fix has been completed attach the FIXLOG.txt

 

Please download the attached fixlist.txt file and save it to the Desktop or location where you ran Farbar from.
NOTE. It's important that both files, Farbar, 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 the Farbar program 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

 

[defianse]

Thanks for the diligence :-) Yes it is an insider version, and that may be the cause. I do, and have frequently clicked that X, but it does not stop the notice from showing up again on the next scheduled full scan. Yes, I did have a crash yesterday :-) I just haven't had time to analyse a crash dump, (I do have the utility) and I have been a Preview insider for years. Never been an issue until v11 came out, which I've had installed since the release last year. Can't opt out now or a clean install has to happen. Not going to happen lol. Much thanks for taking the time to assist!

[defianse]

AdvancedSetup: Thanks for the detailed instructions. Fix tool run. Key points explained:

• I've had issues with internet performance, particularly, as you noted, issues around webpage loading. This does appear to have presented itself after installing Win 11. 
• I had previously changed my DNS settings to both (separate occasions) OpenDNS & Google DNS. I did not notice any improvement, however, I don't recall issues before Win 11. I have set the DNS back to GoogleDNS on your advice.
• All my drivers & BIOS are current. That said, ASUS has not provided an updated BIOS since the machine was brand new.
• There were fixes made to my hard drive after the fix tool was run and the system was rebooted. This has not happened following any prior fix tool process. Interesting.
• Bonjour uninstalled, however this was done after the fix tool was run. (Got ahead of myself I guess)

I do suspect that Win 11 might be behind all these issues. The recently installed Insider version(s) have been notably more unstable and buggy. (sigh)

Fixlog.txt attached.

Fixlog.txt

[AdvancedSetup]

Thank you for the logs and feedback @defianse It's possible the instability is from the latest Windows 11 insider build but would think by now they'd have that nailed down by now.

 

Please run the following and we'll some some more scans

 

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

 

[defianse]

I am so impressed with your level of support. All I can say is, AWESOME!

I will run these scans asap. Your previous advice and the actions of the FIX tool actually resolved the painful wait times for a website to load. This has been an issue for so long I'd simply resolved to accept that as the 'new normal'. Thank you! As soon as I have the above scan results I'll post them here. So impressed.

[defianse]

@AdvancedSetup Here you go. During the scan I noted from the progress summary that 12 infections were detected, but the final results logged (attached) show no infections. A little confused about that. I actually ran two scans but forgot to enable the show all folders setting, so sorted that out and ran a second one. However, I also noted that in the first scan 9 infections were found during the progress summary, but again, none declared or fixed in the log. 

I have to say again, my system and the WLAN connectivity appears very stable still (Fix tool) so thank you for that!

Des.

msert_2.log

[AdvancedSetup]

That is normal. Microsoft scans in the Cloud to finalize its decision. 

Please click on Start Search and type in "Check for updates" and let Windows scan for and install any updates found. 

 

[defianse]

I assume you mean windows updates? An inside cumulative update was found and is installing right now. :-) 

[AdvancedSetup]

Yes, once that is done Microsoft will probably restart the computer.

Once it does restart. Wait about five minutes. Then restart the computer again manually and let me know once that's completed.

Thanks

 

[AdvancedSetup]

We'll want to run the following when all is done above.

 

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

 

 

[defianse]

Attached: Initial SecurityCheck. Reviewed and followed recommendations

Attached: Final SecurityCheck: No further recommendations.

SecurityCheck_Initial.txt SecurityCheck_Final.txt

[defianse]

Sorry, I kinda screwed up. I wanted to mark your Fix Tool post as the solution but marked my own response instead. Any way to undo this and mark your post(s) as the correct one?

[AdvancedSetup]

Now that the computer has been updated, let's do a clean removal and reinstall of Malwarebytes.

 

 

Can you please do the following? However, do not allow the program to reinstall anything. We'll manually do it.

• 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 the CLEAN button and follow the onscreen instructions, but do not allow it to reinstall Malwarebytes at this time.
• NOTE: Please have patience as it can take a while to remove and restart the computer to complete

If it does not ask to restart the computer then manually restart the computer, please before reinstalling Malwarebytes.

Please also turn off Fast Startup

How to Turn On or Off Fast Startup in Windows 10
https://www.tenforums.com/tutorials/4189-turn-off-fast-startup-windows-10-a.html

 

 

Then go ahead and download the following program installer and use it to install the program.

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

After the program has been installed, and activated, please RESTART the computer one more time.

Let me know if there are any other issues or concerns at this time.

Thank you

 

[defianse]

All done! First scan after reinstall ongoing... I have noted that website loading has returned to 'very slow' again. Odd. I will restart and if this hasn't fixed after, I'll advise here :-) Thx!

mbst-clean-results.txt

[AdvancedSetup]

Please take a look at running this tool. It will check other programs that may need updating

Patch My PC Home Updater
https://patchmypc.com/home-updater

Which browser are you using by default?

 

 

[defianse]

@AdvancedSetup I use Brave by default. It updates automatically, but this was identified as current in the SecurityCheck utility log.

[defianse]

Ran patchmypc and one rarely used app needed updating (Blender.exe) so that's now updated. After the restart the website loading issue seemed a lot better though not sure if it was restored to where it was after your Fix Tool remedy. I honestly can't be sure. Still, it does all seem to be much better than we started. If you think we're good, I am very, very pleased with the current state of affairs. Many thanks, and a very happy Easter to you and your associates! Very kind of you to provide so much amazing assistance, on a holiday to boot!

[AdvancedSetup]

Excellent, glad to hear all is well and thank you for the kind words

 

 

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. Make sure you're backing up your files https://forums.malwarebytes.com/topic/136226-backup-software/
3. Keep all software up to date - PatchMyPC - https://patchmypc.com/home-updater#download
4. 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
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/ 
6. Please consider installing the following Content Blockers for your Web browsers if you haven't done so already. This will help improve overall security

Malwarebytes Browser Guard

•   Google Chrome: https://chrome.google.com/webstore/detail/malwarebytes-browser-guar/ihcjicgdanjaechkgeegckofjjedodee
•   Microsoft Edge: https://support.malwarebytes.com/hc/en-us/articles/4413298736787-Install-Malwarebytes-Browser-Guard-on-Microsoft-Edge-browser
•   Mozilla Firefox: https://addons.mozilla.org/en-US/firefox/addon/malwarebytes/

uBlock Origin

• Google Chrome: https://chrome.google.com/webstore/detail/ublock-origin/cjpalhdlnbpafiamejdnhcphjbkeiagm 
• Microsoft Edge: https://microsoftedge.microsoft.com/addons/detail/ublock-origin/odfafepnkmbhccpbejgmiehpchacaeak 
• Mozilla Firefox: https://addons.mozilla.org/en-US/firefox/addon/ublock-origin

 

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