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Windows Defender threat service not working after Malwarebytes trial ending

Ramezsushi
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Ramezsushi

Ramezsushi

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I tried restarting my computer & trying several methods but I can't get it to get back up, I'll provide some screenshots for context below.

Screenshot with black popup: Appears after I click on the desktop notification that tells me windows defender is turned off

Loading screen: It loads seemingly forever and nothing happens

Screenshot with white popup: Appears after the loading screen is left on for a while, and doesn't close

Anything I should try, or any known cause & solution to it?

mb1.png

mb2.png

mb3.png

mb4.png

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AdvancedSetup

AdvancedSetup

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Good day @Ramezsushi and :welcome:

Please let me get some logs to see what might be going on

 

To begin, please do the following so that we may take a closer look at your installation for troubleshooting:

NOTE: The tools and the information obtained are 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

Thank you

 

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AdvancedSetup

AdvancedSetup

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The logs show the system is having a few issues in the Event Logs.

Please try the following.

Please use our MBST tool to do a Clean Removal - but DO NOT reinstall. When it asks to reinstall decline the install and if any installer starts click the top right X to quit the installer (not the MBST tool)

 

Can you please do the following?

  • Download the Malwarebytes Support Tool or if you already have it then just run it.
  • 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 to reinstall Malwarebytes
  • NOTE: Please have patience as it can take a while to remove and reinstall. The computer will restart to complete

After the restart please do the following

  • 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

Thank you

 

After the removal, please run the following tool

 

 

 

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.

 

 

It is normal for the Microsoft Safety Scanner to show detections during the scan process. It is scanning for basically all bread crumbs or traces of files and registry entries that "might" be or have been part of some infection or previous infection.

That DOES NOT mean the computer is infected. Once the scan has been completed it uploads the log to their Cloud service which then uses Artificial Intelligence to determine if in fact any of the traces are an infection or not.

Then it writes into the log on your computer what it found.

 

 

Edited by AdvancedSetup
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Ramezsushi

Ramezsushi

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Wait so do I reinstall or not? You've told me to do both?

17 minutes ago, AdvancedSetup said:

Please use our MBST tool to do a Clean Removal - but DO NOT reinstall.

 

  • In the Advanced Options, click the CLEAN button and follow the onscreen instructions to reinstall Malwarebytes

 

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Ramezsushi

Ramezsushi

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I downloaded the scanner & I will do the scan overnight & will update you hopefully in the following hours & provide you with the log, although I noticed an "FRSTEnglish.exe" file is on my computer & was installed around the same time I downloaded the MBST tool, is this file safe & does it come with the MBST tool? I don't recognize it & haven't downloaded it myself.

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AdvancedSetup

AdvancedSetup

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Yes, FRSTEnglish.exe is the Farbar program and was downloaded by our MBST tool to scan the system for additional logs.

Please go ahead and run the Microsoft scanner tonight and post back the results tomorrow. Make sure to disable and sleep management you may have enabled.

 

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Ramezsushi

Ramezsushi

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Hello, I've completed the scan & there was a "VirTool:Win32/DefenderTamperingRestore" detected, I'll attach the log below.
There was also another empty file in C:\Windows\debug\ named PASSWD.LOG? (hopefully you can explain what that is)

After I finished the scan, I restarted my computer & it fixed my windows defender, but I'm wondering why I would've had this virus? I don't remember downloading anything recently & it only broke after my Malwarebytes trial ended.
Could this have been caused by Malwarebytes or does it happen often with the trial? Or did I attain it from an external source?

Thanks for helping me fix my issue, I've left the log below so that you can review it!

msert.log

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AdvancedSetup

AdvancedSetup

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I'm not sure where it comes from. I've seen it on a few systems. We don't scan for it as it's a policy setting which alone doesn't make it a bad entry.

If all is working well then let me have you run the following

 

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

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

 

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AdvancedSetup

AdvancedSetup

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This file is normal and part of the Microsoft Windows operations. I had a link to the description from a while ago but was unable to find it. It can be ignored. The image below is from my own system.

image.png

 

Do you have any other questions, concerns, or issues then before we close up?

Is everything working okay now?

 

 

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AdvancedSetup

AdvancedSetup

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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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