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Malwarebytes premium deactivated itself along with windows.


Go to solution Solved by Maurice Naggar,

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Hi all. I recently had my license expire so i purchased a new year one here. It activated fine and protection was enabled. Today i booted my pc and all fans were running full speed.....Turned it off and restarted. Im able to at least produce logs, but i cannot activate either Malwarebytes or windows security. Both are updated. I ran hitman pro and it gave a warning for smartscreen.exe and spoolsch I believe. Ran Eset online scanner, came clean.  My logs are attached. thank you

FRST.txt Addition.txt

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Hi.   :welcome: I will guide you. 

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 Scan Options & select  CUSTOM scan  & then select the C drive to be scanned.

Then start the scan. Have lots of patience. Once you start the scan & you see it started, then leave it be.  

  • 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 screen display.  The only things that count are the End result at the end of the run.
  • Again, any on-screen display about repeat 'infection' is not to be relied on.  Ignore those.
  • We only rely on the end result that is on the log-report-file.

 

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

The log is named MSERT.log  

the log will be at  

Windows\debug\msert.log

Please attach that log with your reply. We will do more later.

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I will guide you along on looking for potential malware. Lets keep these principles as we go along.

  • Please don't run any other scans, download, install or uninstall any programs while I'm working with you.
  • Only run the tools I guide you to.
  • Do not run online games while case is on-going. Do not do any free-wheeling web-surfing.
  • The removal of malware (if present)  isn't instantaneous, please be patient.
  • Cracked or or hacked or pirated programs are not only illegal, but also will make a computer a malware victim. Having such programs installed, is the easiest way to get infected. It is the leading cause of ransomware encryptions. It is at times also big source of current trojan infections. Please uninstall them now, if any are here, before we start the cleaning procedure.
  • Please stick with me until I give you the "all clear".

It appears that ( by whatever cause) a full run of Windows setup was in-progress at your local 18:24 hours.

This custom script is for  TestKRone  only / for this machine only.

Be very sure to Save any work-files you have open at this point. Close & Save any open edits, if any. Next, a custom script to do  checks & some  cleanups. This is really just housekkeping.

We will use FRST64  on the Downloads  folder to run a custom script.    The system will be rebooted after the script has run.

This custom script has some specific things, plus some general aspect to help the system overall.  Hoping it will not exceed 60 minutes in execute time.

NOTE-1:  This script will  run a scan using System File Checker to check that all Microsoft operating system files are valid and not corrupt and attempt to correct any invalid files. .It will also run the Windows tool DISM to check Windows integrity.  It will rebuild the Winsock. 

NOTE-2: This should run a quick scan with MS Defender antivirus and remove outstanding action items, if any.

NOTE-3: 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. 

The following directories are emptied:

  • Windows Temp
  • Users Temp folders
  • Edge, IE, FF, Chrome,  and Opera  & BRAVE caches, HTML5 storages, Cookies and History
  • Recently opened files cache
  • Flash Player cache
  • Java cache
  • Steam HTML cache
  • Explorer thumbnail and icon cache
  • 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.

  •  
  • Please be sure to Close any open work files, documents,  any apps you started yourself  before starting this.

 

  • If there are any CD / DVD / or USB-flash-thumb or USB-storage drives attached,  please disconnect any of those.
  • Please save the (attached file named) FIXLIST.txt   to the   Downloads   folder

Fixlist.txt          <<< - - - - -

Then, Start the Windows Explorer and then, go  to the Downloads   folder.


RIGHT click on FRST64    and select RUN as Administrator and allow it to proceed.  Reply YES when prompted to allow to run.
  to run the tool. If the tool warns you the version is outdated, please download and run the updated version.
IF Windows prompts you about running this, select YES to allow it to proceed.

  • IF you get a block message from Windows about this tool......

               click line More info information on that screen
               and click button Run anyway on next screen.

  • on the FRST window:

Click the Fix button just once, and wait.

frst-fix.jpg.f6a25291b39a03d418acc9a3b7136900.jpg

 

PLEASE have lots and lots of patience when this starts. You will see a green progress bar start. Lots of patience. 
If you receive a message that a reboot is required, please make sure you allow it to restart normally.
The tool will complete its run after restart.
When finished, the tool will make a log ( Fixlog.txt) in the same location from where it was run.

Please attach the FIXLOG.txt with your next reply later, at your next opportunity.

NOTE: For me, it is late night-time. I will check on your case in the morning.

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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

Gotta have history and all logs from Malwarebytes for Windows. 

 [   2   ]

  • I would like a report set for review.   This is a report only.

Please download MALWAREBYTES MBST Support Tool

Once you start it click Advanced >>> then   Gather Logs

 Have patience till the run has finished.

Upload an archive once it is done. Attach the mbst-grab-results.zip from the Desktop.

 

  • Please attach  mbst-grab-results.zip    to your reply 
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  • Solution

Hello. Thank you for the Malwarebytes support tool zip report. That is significant information.
Malwarebytes is installed on this Windows 10 system. It is the latest version. Malwarebytes version 4.5.9.198. 
Date of install Installed on 9 May at 21:44:13 local time (Pacific Daylight Time). The mbamservice.log has entries for 9 & 10 May 2022.
One scan was run on 10 May 04:49 hrs and found no malware.
The Malwarebytes support tool shows Malwarebytes installed as free. unlicensed.
It appears that there had been a version 4.5.8.191 on this machine previously.

Is it possible that you had a notice on-screen from Malwarebytes and then agreed to a upgrade to new version? or else, did you manually get and do a new install of Malwarebytes?
The reason I ask is that Malwarebytes program will always prompt for a consent before it installs a newer program version.
I would also note: If you do have a Premium license from Malwarebytes, that you can log into the Malwarebytes MyAccount portal website, sign on into it, and locate your subscription. See support article https://support.malwarebytes.com/hc/en-us/articles/360038523934

Then go to Manage subscription section of MyAccount  see https://support.malwarebytes.com/hc/en-us/articles/360039023733-Manage-your-subscriptions-in-My-Account
and
also https://support.malwarebytes.com/hc/en-us/articles/360038522574

Then "deactivate" the license for this device. That would zero out the install count. After which, you can re-activate the Premium license on your Windows device.
See support guide https://support.malwarebytes.com/hc/en-us/articles/360038479154

Recall what I wrote on Monday evening ""It appears that ( by whatever cause) a full run of Windows setup was in-progress at your local 18:24 hours.""
Do you remember any sort of initiation of a Windows operating system setup or upgrade run ??

As to a suspicion of a malware infection: First, you have run ESET online scanner on your own. Plus also HitmanPro_x64.
At my suggestion, you ran the Microsoft Safety scanner, and it apparently found no malware.

 Do a custom scan with Microsoft Defender Antivirus :

Just want to do a visual check in Windows Security to see (visually) that Microsoft Defender is on , and to do a Custom scan.

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.   Click that & select CUSTOM scan & then pick the C drive  & have it go forward.

Once it has started the scan phase, you can go take a long break.   Let me know the results.

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I upgraded directly from the MWB website, no pop up or anything. RE about deactivating the license and reactivating. I have done that already and it worked initially letting me input my email and login, says it accepts that but protecting still turns off and it deactivates. Then if i get an invalid token error if I try activating again. I did what you explained and its activated now, seems to be holding so far.

The windows setup, that was initiated by me unless you see that's something else? I had downloaded the Microsoft media creation tool(I used it to try and repair my installation of Windows while keeping my data. So that should be from me

Windows defender seems to be working now, everything is on and updated. I ran a scan of the C drive with no return. 

Also running hitman pro, I didn't get any detections this time. Prior to that(on 5/9) I was getting detection on Smartscreen.exe and Spoolshv, along with some old DLLs. Nothing this time, so thats good yea? 

 

One question is that I had the tamper protection enabled on my MWB with a passcode, that seems to not do anything to protect it , is that right? Just trying to figure out how this even occurred, Im very careful 

 

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I am glad to know that the Malwarebytes license is now back in place. Kudos.
Glad to know that Microsoft Defender is reporting a good state.
Windows Smartscreen is very very touchy. It does & is known to flag executables that are perfectly fine.
If you have some issue about repairing the Windows OS, I would suggest you consider posting for expert assistance at SYSNATIVE forum.
I would suggest that you go to, join, and request Windows Update help at the super duper expert forum at Sysnative.
See the pinned post 
https://www.sysnative.com/forums/threads/windows-update-forum-posting-instructions.4736/
You may, if you wish, give them a link to this forum topic. Also, provide them a mini-summary of what you tried as far as Windows update/repair.
Let me know if you need something else.

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You are welcome. I am not sure that the repair attempt worked properly. Due to the fact that the first set of FRST report that you ran for us ( at start of case) showed that the "os setup" jobs showed as being active jobs. Take my advice and consult with Sysnative forum. :cool:

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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

 

 

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Hello @testKRone 

I would like a report set for review.   This is a report only.

Please download MALWAREBYTES MBST Support Tool

Once you start it click Advanced >>> then   Gather Logs

 Have patience till the run has finished.

Upload an archive once it is done. Attach the mbst-grab-results.zip from the Desktop.

 

  • Please attach  mbst-grab-results.zip    to your reply 
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HI, just wanted to check with you first. I did a clean install of windows because this was apparently a tough virus/corruption. 

Can we still move forward with these tests? Since I didn't solve this before , I still would like to investigate to make sure my new install is safe to continue using. Thanks

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  • Root Admin

Good day @testKRone

The best thing to do is get us a new set of fresh logs to review.

 

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

 

 

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