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Waiting since Saturday (9/10/22) for MBAM help


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MBAM couldn't "open real time protection", now it won't open at all. Have run: mb-check, mb-clean, FRST64, Restoro, & reinstalled et cetera. Have gotten three support tix: 3996736, 3999922, & 4000252. Chatted with someone Tuesday, gave him my phone number, got disconnected, he never called back or emailed.

When I got my support tickets they were all accompanied with a promises of follow-up emails.

So far nothing. Anyone have an idea? I'm attaching files/logs I have.

Thank you!

Addition.txt FRST.txt mb-clean-results.txt mb-check-results.zip

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3 minutes ago, clownpants said:

So far nothing. Anyone have an idea? I'm attaching files/logs I have.

Please do the following. You used the wrong support tool.

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

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1 minute ago, clownpants said:

Hello Porthos! Thank you. Attached

Although I personally will not be assisting I just wanted to have you ge the correct logs. Also, it would have been better and faster to post like you did here instead of the help desk especially since every ticket you submitted restarts the 3-7 weekday timer for a response.

But you are here now and the first available malware removal specialist will assist you soon. It is late here in th US so might be tomorrow.

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  • Root Admin

Hello  and  :welcome:      @clownpants

 

My screen name is AdvancedSetup and I will assist you with your system issues.
 

Let's keep these principles as we proceed. Make sure to read the entire post below first.

  • Please follow all steps in the provided order and post back all requested logs
  • Please attach all log files to your post, unless otherwise requested
  • Temporarily disable your antivirus or other security software first. Make sure to turn it back on once the scans have been completed.
  • Temporarily disable Microsoft SmartScreen to download the software below if needed. Make sure to turn it back on once the scans are completed.
  • Searching, detecting, and removing malware isn't instantaneous and there is no guarantee to repair every system.
  • Before we start, please make sure that you have an external backup, not connected to this system, of all private data.
  • Do not run online games while the case is ongoing. Do not do any free-wheeling or risky web-surfing.
  • Only run the tools I guide you to use. Please don't run any other scans, download, install or uninstall any programs while I'm working with you.
  • Cracked, Hacked, or Pirated programs are not only illegal but also can make a computer a malware victim. Having such programs installed is the easiest way to get infected. It is the leading cause of ransomware encryption. It is at times also a big source of current Trojan infections. If there are any on the system you should uninstall them before we proceed.
  • Please be patient and stick with me until I give you the "all clear". We don't want to waste your time, please don't waste ours.
  • If your system is running Discord, please be sure to Exit it while this case is ongoing.

 

I see that Malwarebytes is installed but the service has faulted for some reason. I don't see an obvious reason for it, but the Search Service also faulted.

Do you have the license key on hand? I think we should do some basic clean up of your system and see if that corrects the issue. If not then we may need to do a Clean Removal and reinstall but you'll need your key.

 

Have you setup and used your My Account page?

Create and manage your Malwarebytes Account
https://support.malwarebytes.com/hc/en-us/articles/360039023753-Create-and-manage-your-Malwarebytes-Account

 

 

For now, let me have you run the following please.

Once the fix has completed, please attach the FIXLOG.txt file to your next reply

 

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
  • Discord 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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Thank you AdvancedSetup-

I followed the steps you set forth, and to the surprise of nobody I'm an idiot. I use a MacBook for music stuff and have gotten into the bad habit of working out of the Download folder. As such, when I ran FRST64 with the script you created & supplied (thank you very much!) it was from the Download folder, and of course everything was deleted from that folder,  including the resulting FIXLOG.txt

I thought to run it again, but thought I should pause for a moment.

MBAM is running after the restart, but still getting error messages. See attached

Should I run FRST64 again?

Thanks

 

Screenshot 2022-09-16 141927.png

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  • Root Admin

The FIXLOG should not have been deleted from the Download folder. We don't remove files from there, only temp and browser, etc.

Please see if you can find the FIXLOG.TXT file.

Let's go ahead and do a clean removal and reinstall of Malwarebytes

 

 

Can you please do the following?

  • 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 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

 

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Windows Resource Protection found corrupt files but was unable to fix some of them.

Please try to allow this computer back onto the network if it's not on and run these commands from an elevated admin command prompt.

 

DISM.exe /Online /Cleanup-image /Restorehealth

 

Then run this one

sfc /scannow

 

Let me know what they say

 

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This error indicates that the system store on the computer is corrupted and automated repairs are unable to fix it.

The best thing to do at this point is either back up your personal data, format the drive and reinstall Windows.

You can also try the following which will do an in place repair without removing your files.

 

How to Do a Repair Install of Windows 10 with an In-place Upgrade
https://www.tenforums.com/tutorials/16397-repair-install-windows-10-place-upgrade.html

 

Once that is done we can continue on to look at what other fixes may be needed.

 

Edited by AdvancedSetup
Updated information
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  • Root Admin

Great, please go ahead and post back some new, fresh logs from Farbar and we'll see if we find anything odd or now. @clownpants

 

 

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. Download the Farbar Recovery Scan Tool
    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.

    DOC-1318-1.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.

    https://support.malwarebytes.com/hc/article_attachments/360051190254/DOC-1318-2.png
         b.  Click Run anyway.

    https://support.malwarebytes.com/hc/article_attachments/360051190294/DOC-1318-3.png
  5. When the User Account Control window appears, click Yes.

    image.png

     
  6. To accept the Disclaimer of warranty, click Yes.

    image.png

     
  7. Ensure only the boxes listed below are checked

    image.png

    Registry  Services  Drivers
    Processes  Internet  One month
    Addition.txt

    image.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
     

  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

  • Addition.txt is saved in the same directory FRST is located.

    image.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

https://content.invisioncic.com/Mmalware/monthly_2018_10/_mb_attach.jpg.dbd89b8e360d3763b3bbe33ce83d680d.jpg

 

 

Thanks

 

 

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Your DNS Servers: 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

 

 

 

Not malware related, but appear to be current errors that you should investigate to see if they really need fixing or if they were simply a temporary issue.

 

Application errors:
==================
Error: (09/17/2022 05:37:09 PM) (Source: Application Error) (EventID: 1000) (User: )
Description: Faulting application name: THR Remote.exe, version: 1.3.0.0, time stamp: 0x62cb8e91
Faulting module name: wpfgfx_v0400.dll, version: 4.8.4084.0, time stamp: 0x5dda45c2
Exception code: 0xc0000005
Fault offset: 0x00003a4b
Faulting process id: 0x828
Faulting application start time: 0x01d8cae5e1018a9e
Faulting application path: C:\Program Files (x86)\Yamaha\THR Remote\THR Remote.exe
Faulting module path: C:\Windows\Microsoft.NET\Framework\v4.0.30319\WPF\wpfgfx_v0400.dll
Report Id: cf813c39-4d23-451f-aa6b-c17e50873dad
Faulting package full name:
Faulting package-relative application ID:

Error: (09/17/2022 05:37:09 PM) (Source: .NET Runtime) (EventID: 1026) (User: )
Description: Application: THR Remote.exe
Framework Version: v4.0.30319
Description: The process was terminated due to an unhandled exception.
Exception Info: exception code c0000005, exception address 60BF3A4B

Error: (09/17/2022 05:36:11 PM) (Source: Application Error) (EventID: 1000) (User: )
Description: Faulting application name: wwahost.exe, version: 10.0.19041.1865, time stamp: 0x5bdabcce
Faulting module name: unknown, version: 0.0.0.0, time stamp: 0x00000000
Exception code: 0xc0000409
Fault offset: 0x0000000000000226
Faulting process id: 0x2ac0
Faulting application start time: 0x01d8cae5e26af58d
Faulting application path: C:\Windows\System32\wwahost.exe
Faulting module path: unknown
Report Id: 071ebdd8-057e-4cd5-9bf2-078c94c8aacc
Faulting package full name: Microsoft.Win32WebViewHost_10.0.19041.1023_neutral_neutral_cw5n1h2txyewy
Faulting package-relative application ID: DPI.SystemAware

Error: (09/17/2022 05:23:54 PM) (Source: Microsoft-Windows-RestartManager) (EventID: 10007) (User: DESKTOP-L9T1OIS)
Description: Application or service 'NVIDIA LocalSystem Container' could not be restarted.

 

 

 

If you are not using Microsoft OndDrive I would recommend you consider uninstalling it.

 

The FRST.TXT file was not complete. Something stopped it from completing. Please run again and post back the new file.

 

 

 

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The logs look good.

Remember, don't forget about setting up a good backup routine so that if something happens in the future your data and Windows is not at risk.

Backup Software
https://forums.malwarebytes.org/index.php?/topic/136226-backup-software

 

 

 

As before, here are tips to help keep the computer safe.

 

  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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  • 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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