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  • Staff

***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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  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.

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

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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

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Hello and Welcome Back....

While we wait for staff to review your logs, I do see a couple of things so far...

There are quite a few files pending rename due to needing a restart...

Fast Startup has been know to cause issues with Malwarebytes. 
Please turn off fast startup in Windows. Then restart.

 

After you complete those steps try to reproduce your issue and let us know.

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Your logs are also incomplete, please perform these steps so we can get some more logs please.

Please do the following so that we can get started and see what's going on.
 
The Farbar Recovery Scan Tool is a free Windows utility designed to create troubleshooting logs for your computer. These logs help our Support team to identify and resolve issues with your computer.
There are two versions of the Farbar Recovery Scan Tool available for download: 32-bit and 64-bit.
To find which operating system is installed on your computer, refer to Microsoft's article: 32-bit and 64-bit Windows: Frequently asked questions
Download and launch Farbar Recovery Scan Tool
  1. Do not click on any Ads.
  2. Locate the file you downloaded on your computer.
    Downloaded files are often saved to the Downloads folder.
  3. Double-click the downloaded file to run the Farbar Recovery Scan Tool.
     
    image.png.9d9d6d330f31845cb49f8615b0397511.png
  4. Windows protected your PC notification may appear. This notification is from the Windows Defender SmartScreen Filter which prevents unfamiliar apps from running on your PC.
    Disable smart screen ONLY if it interferes with software we may have to use:  What is SmartScreen and how can it help protect me?
     
         a.  Click More info.
     
    image.png.8a786131be7adc11f93bd261fad2c553.png
         b.  Click Run anyway.
     
    image.png.aa33d4b83ec7e04a1b1547e5850aed61.png
  5. When the User Account Control window appears, click Yes.
     
    image.png.954b147e7c87be03e297efab48235c44.png
     
  6. To accept the Disclaimer of warranty, click Yes.
     
    image.png.47963ae4f4a030428bc571da8ea2e7cb.png
     
  7. Ensure only the boxes listed below are checked
     
    image.png.73b961f5edef02b9461f7928c516936c.png
    Registry  Services  Drivers
    Processes  Internet  One month
    Addition.txt
     
    image.png.948e025a4c494e4fbd3ce278f536876e.png
     
  8. Disable any Antivirus software you have installed ONLY if it stops software we may use from working.
    Please remember to re-enable any Antivirus software when we are finished running scans
     
    Click Scan. The scan may take a few minutes to complete.
     
    image.png.99d099657625902e39dc2fa519e08dc9.png
  9. When the scan completes, Farbar Recovery Scan Tool shows two messages:
  • Scan completed. FRST.txt is saved in the same directory FRST is located.
     
    image.png.9d6deed9c64a99f69e4d27101ca51296.png
  • Addition.txt is saved in the same directory FRST is located.
     
    image.png.78bde4adc2c7b23ab087cc4fdcceb77c.png
  • Click OK to close each message window
 
Please attach both of those logs on your next reply, DO NOT copy/paste the contents of the logs directly
image.jpeg.d43b4b0e2916c4fa17095b162b20f887.jpeg
 
 
Thanks
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5 hours ago, Firefox said:

Your logs are also incomplete, please perform these steps so we can get some more logs please.

Please do the following so that we can get started and see what's going on.
 
The Farbar Recovery Scan Tool is a free Windows utility designed to create troubleshooting logs for your computer. These logs help our Support team to identify and resolve issues with your computer.
There are two versions of the Farbar Recovery Scan Tool available for download: 32-bit and 64-bit.
To find which operating system is installed on your computer, refer to Microsoft's article: 32-bit and 64-bit Windows: Frequently asked questions
Download and launch Farbar Recovery Scan Tool
  1. Do not click on any Ads.
  2. Locate the file you downloaded on your computer.
    Downloaded files are often saved to the Downloads folder.
  3. Double-click the downloaded file to run the Farbar Recovery Scan Tool.
     
    image.png.9d9d6d330f31845cb49f8615b0397511.png
  4. Windows protected your PC notification may appear. This notification is from the Windows Defender SmartScreen Filter which prevents unfamiliar apps from running on your PC.
    Disable smart screen ONLY if it interferes with software we may have to use:  What is SmartScreen and how can it help protect me?
     
         a.  Click More info.
     
    image.png.8a786131be7adc11f93bd261fad2c553.png
         b.  Click Run anyway.
     
    image.png.aa33d4b83ec7e04a1b1547e5850aed61.png
  5. When the User Account Control window appears, click Yes.
     
    image.png.954b147e7c87be03e297efab48235c44.png
     
  6. To accept the Disclaimer of warranty, click Yes.
     
    image.png.47963ae4f4a030428bc571da8ea2e7cb.png
     
  7. Ensure only the boxes listed below are checked
     
    image.png.73b961f5edef02b9461f7928c516936c.png
    Registry  Services  Drivers
    Processes  Internet  One month
    Addition.txt
     
    image.png.948e025a4c494e4fbd3ce278f536876e.png
     
  8. Disable any Antivirus software you have installed ONLY if it stops software we may use from working.
    Please remember to re-enable any Antivirus software when we are finished running scans
     
    Click Scan. The scan may take a few minutes to complete.
     
    image.png.99d099657625902e39dc2fa519e08dc9.png
  9. When the scan completes, Farbar Recovery Scan Tool shows two messages:
  • Scan completed. FRST.txt is saved in the same directory FRST is located.
     
    image.png.9d6deed9c64a99f69e4d27101ca51296.png
  • Addition.txt is saved in the same directory FRST is located.
     
    image.png.78bde4adc2c7b23ab087cc4fdcceb77c.png
  • Click OK to close each message window
 
Please attach both of those logs on your next reply, DO NOT copy/paste the contents of the logs directly
image.jpeg.d43b4b0e2916c4fa17095b162b20f887.jpeg
 
 
Thanks

Addition.txtFRST.txt

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  • Root Admin

Once the fix below has been completed, please attach the FIXLOG.txt file.

Temporarily disable your antivirus real-time protection.

 

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

 

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9 hours ago, AdvancedSetup said:

Once the fix below has been completed, please attach the FIXLOG.txt file.

Temporarily disable your antivirus real-time protection.

 

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 2.47 kB · 1 download

Thanks

 

It is not clear where the problem is, how can the system be repaired? This is essentially the same as giving the offer to reinstall the operating system.

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  • Root Admin

The fix posted above is designed to try to remove items from the computer that do not belong. Your system is running a proxy that redirects traffic where it's not designed to normally go.

It has some service set as a valid service that is not.

It's up to you if you don't wish to follow our advice no problem. We don't want you to run or do anything you don't want to do. I'll go ahead and mark your topic as completed and close if you like just let me know.

Thank you

 

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  • 2 weeks later...
  • Root Admin

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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